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 Tracked Shipping, delivered within 1-3 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 30 days of your purchase. If your purchase has exceeded 30 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.