FAQs

Shipping:

Orders take 1-3 working days on average to process but can take up to 7 days, before being shipped out. At the moment, Luxelash only ships to Singapore and Malaysia. All our domestic orders will be sent out with Doorstep Delivery within 1-2 working days. All shipments to Malaysia are registered and would be delivered within 3-14 working days. However due to the current Covid-19 pandemic, please expect a delay of shipments. 

*Disclaimer: Luxelash is not liable for any loss/ damages to delivery packages. After package has been handed over to delivery courier (Ninja Van), courier's policies will apply. In the event of missing parcel, please contact Ninja Van within 7 days of parcel dispatched.

Exchange & Refund/ Return:

- This policy is only valid within 14 days of purchase or in other cases, valid within 7 days of receiving your items. If your purchase has exceeded 14 days, we regret to inform you that we would not be able to offer you this service.

- Please ensure that the item is in the original state that it was received, in its original packaging & unused. The item remains under your care until it gets back to us. Hence, do ensure proper care when preparing the products to be returned.

- Exchanges are only available for damaged/ defective items for products of equivalent value or of a different colour/ or size. Product exchange for a differently priced item is strictly not allowed.

- Proof/ Receipt of purchase needs to be provided to be eligible. Provide pictures or videos, whichever applicable.

- Shipping costs for the return of products to us are non-refundable. For returning shipments of items over $50, we encourage to opt for a registered/ tracked service to ensure your package will not get lost.

Please contact us at luxelashstore@gmail.com to request for an exchange or refund.

*Disclaimer: Luxelash reserves the right to decline your requests if it does not meet the conditions stated above.