At Underlash, we want you to love your lashes. If something isn’t quite right, we’re here to help.
All items (excluding final sale items) in unused and unopened condition are eligible for return or exchange within 30 days of delivery. For hygiene and safety reasons, we do not accept returns on used items. All products are inspected upon return.
To begin a return or exchange, please email hello@underlash.com.au with your order number and the reason for your return. You can find your order number in your confirmation email.
If you request an exchange and the selected item is out of stock at the time your exchange is processed, the unavailable item will be refunded or you may choose to join our waitlist.
Return shipping costs are the responsibility of the customer unless the product is deemed faulty. Original shipping costs are non-refundable.
If you paid using a Buy Now, Pay Later provider such as Afterpay or Klarna, any non-refundable merchant processing fees charged to Underlash will be deducted from any eligible refund where permitted by law.
Once an order has been processed, we may not be able to immediately cancel or refund change-of-mind purchases, as our customer service and fulfillment teams operate separately and your order may already be packed or dispatched.
At this time, we do not offer general returns or exchanges for international customers unless a product is confirmed faulty.
Quickies are a consumable, pre-bonded lash product. Refund and replacement requests are assessed case-by-case in accordance with Australian Consumer Law.
If you believe your Quickies are faulty, you must contact us as soon as the issue is identified.
Only one set of lash clusters may be used to test the product. You must contact us before continuing to use the lashes. Claims made after a significant portion of the packet has been used are not eligible. For example, using most of the lash packet and then advising the product is not working does not meet eligibility requirements.
Before a refund or replacement can be considered, customers must have reviewed our troubleshooting guide, watched our application tutorials, and ensured lashes were applied to clean, dry, oil-free natural lashes.
Quickies adhesion may be affected by SPF, sunscreen, skincare, eye creams, oils, lash serums, or residue from previous lash products. Issues caused by preparation, application technique, or external products do not indicate a manufacturing fault.
To assess your claim, we may request photos or videos of application, confirmation of how many lash clusters were used, and details of lash preparation and skincare. This allows us to determine whether the issue is manufacturing-related or application-related.
Refunds or replacements are only provided where a genuine manufacturing fault is identified. Quickies are designed to last up to five days with proper application and care. We do not guarantee a full week of wear.
We do not offer refunds or replacements for change of mind, incorrect application, expectation differences, or heavily used products.
If a manufacturing fault is confirmed, Underlash will cover return shipping costs or may not require the product to be returned. If no fault is identified, return shipping remains the responsibility of the customer.
Our products are formulated to be hypoallergenic and suitable for sensitive eyes. However, as with all beauty products, a small percentage of customers may experience a reaction.
If this occurs, please email hello@underlash.com.au with detailed information about your reaction and clear photos of the affected area and the product used. We will review your case and provide return instructions if applicable.
Returns for allergic reactions are only accepted if no more than one set of lashes has been used.
Return shipping is the responsibility of the customer unless the product is deemed faulty. Original shipping fees are non-refundable.
We are here to support you if you are having difficulty applying your lashes.
You may schedule a free one-on-one video call with us or contact us via email or social media for assistance. During your consultation, we will provide personalised tips and assess whether there may be a manufacturing issue.
After the call, you will be asked to try the recommended techniques. If you are still unable to apply your lashes successfully after completing the consultation and troubleshooting process, your consultant may initiate the refund process on your behalf.
To qualify for the Application Guarantee, you must have purchased either The Starter Kit or The Pro Kit, as these contain all necessary tools for proper application.
For Australian customers approved under the Application Guarantee, return postage will be covered. You will be provided with a return address and must supply proof of postage with tracking.
At this time, the Application Guarantee is not available to international customers.
Returns are processed within 10 business days of being received.
Customers are responsible for purchasing tracked shipping when returning items. We are not responsible for lost return parcels.
Refunds are issued to the original form of payment and to the person listed on the original order.
Orders placed using promotional discounts greater than 10% off are considered Final Sale and are not eligible for refunds or change-of-mind returns.
This includes (but is not limited to):
End of Financial Year (EOFY) sales
Black Friday and Cyber Weekend sales
Flash sales
Any promotional event offering more than 10% off
Orders placed using affiliate or ambassador discount codes
Our standard 10% Welcome Discount remains eligible under our normal Returns Policy.
Please note that this policy applies to change-of-mind returns only. It does not affect your rights under Australian Consumer Law if a product is faulty, damaged.
For international orders, customers are responsible for providing a complete and accurate delivery address and for ensuring they are available to receive or collect their parcel where required.
If an international parcel is returned to Underlash because of an incorrect or incomplete address, failure to collect the parcel, refusal of delivery, or an unsuccessful delivery, the order is not eligible for a refund.
Once the parcel has been returned to Underlash, we will contact the customer to advise that their order has been returned.
If the customer would like their order resent, they are responsible for paying the applicable shipping cost for the parcel to be shipped again to the correct address.
The order will only be resent once the required shipping payment has been received.
Original shipping costs are non-refundable, and Underlash will not cover the cost of reshipping a parcel that has been returned due to circumstances outside of Underlash's control.
If you cannot find the answer to your question, please contact us at hello@underlash.com.au