Design Your Own Size | Mixed Tray of Promade Lashes

General

We have partnered with Australia Post and DHL to deliver your Orders (Shipping Partners). Any Australian orders over AUD $450.00 will be eligible for free express shipping and no code is required to redeem this free express shipping offer.

Orders

We ship Orders between business hours on Monday to Friday in Victoria, excluding public holidays in Victoria (Business Day). Any Orders made after 6pm on a Business Day will be packed on the next Business Day. If an Order is placed before 6pm on a weekend or public holiday, the Order will be packed on the following Business Day.

We use reasonable endeavours to pack and ship your Orders to you within the times outlined in this Policy and/or on our Site, but you agree that such time is an estimate only and is dependent on factors such as sales periods and high traffic during product launch periods, and factors outside of our control, including the capacity of our shipping partners.

In the unlikely event that your parcel goes missing, you must initiate an investigation with Australia Post. You can start this process by submitting a missing parcel inquiry through the Australia Post website.

Should your parcel be returned to us under unusual circumstances, you will be responsible for additional shipping expenses. To have your parcel resent, you will need to cover the postage cost. Lashes by RK Pty Ltd will send you an invoice detailing the postage cost.

Receiving your Order

Your Order will be delivered to the address you nominated on the Site when checking out. You may need to sign for some deliveries. If neither you nor your authorised representative is at the delivery address to accept delivery, you agree that we may leave the Order at your nominated shipping address.
Please note : Once your purchase has been lodged with Australia Post, Lashes by RK Pty Ltd is not liable for lost, misplaced or stolen parcels.

Shipping Times

When you place an Order, you will receive an order confirmation email from us. Your Order will then be packed and prepared for dispatch. Once the Order has been lodged with the Shipping Partner, you will receive a shipment confirmation email from the Shipping Partner containing your tracking number(s) for each Order.

Domestic Orders

We ship all domestic Orders via express post. The shipping time for domestic Orders is generally between 1 to 3 Business Days. Orders to rural and remote areas may take longer.  

International Orders

We ship worldwide through DHL our Shipping Partners or Australia Post. Shipping rates vary depending on the country of delivery. The costs of shipping to your location will be displayed at checkout. You should expect to receive your order within 15 Business Days from the date you place the Order.

All international orders may incur duties, taxies and other charges depending on the country of delivery (Charges). You are responsible for the payment of all Charges on the Order levied by the country of delivery and you acknowledge and agree that all Charges are issued by your local authority, and not by us. Payment of these Charges may be required to release your Order from your local authority.

Incorrect Shipping Address

You acknowledge and agree that all information you provide to us in relation to an Order must be true and correct, including in relation to your shipping address.

If you have provided us with the incorrect shipping address for an Order, you must contact us immediately using the details at the end of this Policy. We will use all reasonable endeavours to rectify the issue, but you acknowledge and agree that if you contact us 2 or more days after the Order was placed, we cannot guarantee that the shipping address can be changed.

In the event that you provide us with an incorrect shipping address, you acknowledge and agree that we are not responsible for any Orders you do not receive, or any Orders that are otherwise lost or stolen, and we are not liable to you for any loss or damage you incur as a result of providing us with an incorrect shipping address.
Certainly, here's the amended policy including the additional details you provided:

Store Pickup

You may be eligible to pick up your Order from our premises in Victoria. If you elect to ‘pick up’ your Order at check out, we will send you an email with full details of the collection. Prior to pick up your order, please send us an email or text message to ensure that the order is ready for pick up and minimize wait time. Please contact us at info@lashesbyrk.com to arrange for pick up and confirm availability. When you collect your Order from our premises, you may be required to present your proof of purchase email along with your photo identification. You acknowledge and agree that if you fail to collect the Order on the collection date and time, your collection of the products will be rescheduled to the next available delivery date.

For any questions and notices, please contact us at:

Lashes by RK Pty Ltd (ACN 221 542 458)

Email: info@lashesbyrk.com

Instagram: @lasherbyrk_supplier

We try best to provide great customer service and professional advice when you purchase a product from us. The quality of Lashes by RK products is the best we can physically make as we test all products before we launch on the market. So prior to using our products, please ensure you have read and understand all the directions on the product label and on our website, so that you are able to use the product correctly.

If you want to return a product for a full refund of the purchase price the following conditions must apply.

• Lashes by Rk maintains a no-return policy for items purchased during sales events. When customers acquire lash products at a promotional or discounted rate during sales, these transactions are regarded as final sale. Consequently, the company does not permit returns or exchanges for such purchases.
  
  This policy is applicable to various sales events, including:
  
  1. Seasonal Sales: Special promotions held during holidays such as Christmas, Thanksgiving, or Black Friday.
  
  2. Flash Sales: Limited-time offers featuring discounted products available for a short period, often lasting only a few hours or a day.
  
  3. Clearance Sales: Events designed to clear out older or discontinued inventory, typically offering substantial discounts.
  
  4. Anniversary Sales: Celebratory promotions commemorating the company's founding or significant milestones.
  
  5. Bundle Deals: Sales offering products bundled together at a reduced price compared to purchasing each item separately.
  
  
• All products returned for refund, credit or exchange must be received by the warehouse within 30 days from the date of purchase. 
• In the case the package is redirected and shipped back to Lashes by RK, and the items must be received in the same condition: new, unused, in original packaging as sent to the receiver.

We will resend the order back out at the customer's expense only as Lashes by RK are not responsible for covering these shipping costs.

To return damaged or faulty goods, please attach a photo evidencing any faults with the item you received. Contact us within 3 days of receiving your package and please send us an email with the photo evidence along with your concern. The items must be unopened, unused and in the same condition you received them in order to be eligible for a return. If we agree, returns will be processed within 3 - 7 business days. Shipping charges to exchange will be applied.

Please note Failure to meet any of the above conditions can result in refund, credit or exchange being denied.

To start a return, you can contact us at info@lashesbyrk.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@lashesbyrk.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

We will not cover the costs of delivery or re-delivery for a change of mind return. You must cover these yourself.

You may have rights under the Australian Consumer Law (see below) in addition to this clause.

Australian Consumer Law

Nothing in these Terms attempts to modify or exclude the conditions, warranties and undertakings, and other legal rights, under the Australian Consumer Law (Consumer Law Rights). In Australia, our goods come with guarantees which cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Any and all other warranties or conditions which are not guaranteed by the Australian Consumer Law are expressly excluded where permitted, except to the extent such warranties and conditions are fully expressed in these Terms.

Where you return products to us to seek an Australian Consumer Law remedy, you will need to cover any associated costs (for example delivery costs) of you returning the products to us.

Where your claim is a valid claim under the Australian Consumer Law, we will refund your return delivery costs and, depending on the failure, either dispatch a new or repaired replacement product or refund you the price of the relevant product. Please contact us for further information.

For any questions and notices, please contact us at:

Lashes by RK Pty Ltd (ACN 221 542 458)

Email: info@lashesbyrk.com

Phone: 0424 031 901