Product Shipping & Returns FAQ

Prolong Lash endeavors to always ship products of the highest quality. Due to sanitary and health regulations, Prolong Lash is unable to accept returns on any opened packages. Furthermore, we can't accept returns on Prolong Lash Cleanser Concentrate or Foaming Pump Cleanser. With this in mind, please ensure that you carefully select your products before making the purchase. 

Change of Mind Policy

For any purchases made (with the exception of Prolong Lash Cleanser Concentrate and Foaming Pump Cleanser) Prolong Lash will honor all return requests given that the request is made within 7-days of receiving the product. The product must also remain in its pre-purchase condition and cannot be used or tampered with. The purchaser is responsible to cover return shipping costs. A refund or store credit will be made out to the value of the product only (shipping will not be refunded for change-of-mind returns). 

Refund requests made outside of the 7-day period will unfortunately not be honored. Please be careful in ensuring the returned item is packaged securely as we will not accept items that are damaged in transit for return.

Defective Products Policy 

In the unlikely event that the product you’ve received is faulty or defective, you should contact a Prolong Lash Representative within 24 hours of receiving the product. This can be done by emailing info@prolonglash.com.au. One of our administration representatives will request a description of the issue and may ask for a photo of the faulty product to be sent through. The staff representative will then determine whether or not the product is defective. If the product is deemed to be defective, you will be issued with a return authorisation number, and be required to return the item via express post.

Upon receiving the defective item, your purchase will either be replaced, credited or refunded. The cost of the return express postage will be refunded back into the account used to make the purchase.

The cost of shipping depends on where you are located and the weight of your package. The best way to determine the cost of shipping is to place each item in your cart that you would like to purchase and then continue with the checkout process until you see the shipping cost.

Yes! The cost of shipping is dependent on where you live and the weight of your package. Generally, international orders will be slightly more expensive than domestic orders due to the distance the package has to travel, customs fees and tariffs, and the cost of fuel for cargo ships or planes. The team at Prolong Lash do their very best to ensure shipping costs are as affordable as possible.

Once your order has been shipped, you will receive an email from us with your tracking information.

Please email our helpful staff at info@prolonglash.com.au if you have not yet received your order, and they will take a few easy measures to ensure you get your shipment.