Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need your receipt or proof of purchase.

To start a return, contact us at info@lashvault.com.au. Items sent back to us without first requesting a return will not be accepted.

Change of mind We don't offer refunds for change of mind. If you'd like to return an item because it's not right for you, we're happy to offer a gift card for the value of your order, provided it meets the eligibility criteria above. Change-of-mind returns are sent back at your own cost — return postage is not covered by us.

Faulty, damaged, or incorrect items Please inspect your order as soon as it arrives and contact us immediately if an item is defective, damaged, or not what you ordered. If your return is approved as faulty, damaged, or incorrect, you'll receive a full refund to your original payment method, and we'll cover the cost of the return.

Exchanges The fastest way to get what you want is to request a return, and once it's approved, use your gift card toward a new order.

Gift cards Gift cards are final sale and cannot be returned or refunded.

European Union 14-day cooling off period If your order is shipped to the EU, you have the legal right to cancel or return it within 14 days for any reason, without justification, for a full refund to your original payment method — this overrides the change-of-mind policy above, as required by EU consumer law. Your item must still be unused, in its original packaging, with proof of purchase.

Refund processing Once we've received and inspected your return, we'll let you know if it's approved. Approved refunds (faulty/damaged/incorrect items, and EU cooling-off returns) are issued to your original payment method within 10 business days — please allow extra time for your bank or card provider to process and post it. Approved change-of-mind returns are issued as a gift card once your returned item is received and inspected.

If more than 15 business days have passed since your return was approved and you still haven't received your refund or gift card, contact us at info@lashvault.com.au.