Delivery and Returns

PLACING ORDERS

We ship to the Australia, United Kingdom, New Zealand and the USA. We also ship to other parts of the world however please place your order via email to sales@fibrelash.com

All orders placed are subject to confirmation and acceptance by Diamond Corp.

Diamond Corp AU Pty Ltd may vary prices for received orders in the event of price changes. In the case of price increase, you may cancel the order by giving notice to Diamond Corp, which must be received within seven days of the price increase notification.

To minimise errors and improve efficiency, orders should be placed using our on-line ordering system whenever possible. Other forms of ordering are accepted only if our on-line ordering system is malfunctioning or you have difficulty using it. Other ordering methods include E-mailing our sales or submitting order by fax. Unfortunately we do not accept phone orders. For some organisations where a purchase order is necessary, we still encourage the orders to be placed on-line and followed by a summarised purchase order.

Quantity “in stock” does not take into account the orders already placed which are yet to be processed. It is possible that an order placed earlier will receive the allocation of the part in which the quantity for it showed as in stock at the time of your order. Inventory discrepancy can also affect the accuracy of the stock status displayed on our web site.
Any attempt to cancel an order must be made as soon as possible. Cancellations attempted after the dispatching will result in the customer having to pay the shipping and handling charges on the package and the cost of shipping the package back.

Cancellations may be communicated by email to info@fibrelash.com 

SHIPPING

Estimated shipping times:
Australia: 3 - 5 business days
New Zealand: 5 -10 business days
United States: 5-10 business days
United Kingdom: 5 - 10 business days

All products are shipped to the address specified at order. If you miss your delivery, your products might be sent to your local post office and you will need to contact them to arrange pick-up or re-delivery. PLEASE CHECK WITH YOUR POST OFFICE BEFORE YOU CONTACT CUSTOMER SERVICE on (02) 8354 6700

Please supply a delivery address where goods can be signed for during business hours (9am-5pm Monday to Friday). Cost for re-delivery attempts will be passed to the customer if the delivery address in unattended at the time of delivery. Delivery charges are as follows:

Australia

Flat Rate

All orders over $200 

Registered Post

$9.95

FREE

 

UK

Flat Rate

Registered Post

£3.95

 

USA

Flat Rate

Registered Post

$15

We do not ship to third party addresses unless that address is known and can be verified by Diamond Corp.

Customers are responsible for paying any freight charges incurred by refused shipment and unclaimed goods. Diamond Corp will make every effort to deliver on time. However, we shall not be held liable for delay or lost shipment.

Customers are responsible to have someone at the delivery address to sign for and accept the delivery. Cost for re-delivery attempts will be passed to the customers if the delivery address is unattended at the time of delivery.
When your order is shipped you will be sent an E-mail confirmation which will include an order number which can be used when enquiring about your order.

RETURNS
We hope that you are thrilled with your purchase from the FIBRE LASH website. However, if for any reason you are not completely satisfied we are happy to offer a refund or replacement on all goods returned to us within 7 days of your receipt of goods. Please note: Due to the personal nature of beauty products we cannot accept returns on any used or opened items and for further information please read Terms and Conditions. It is only after the good are received and checked that a refund will be issued. 

There will be no credit given on order price difference, due to price drops. Please select carefully at the time when you place your order.

Returns for refund will only be accepted within 7 days of you receiving the goods. A restocking fee of 15% (or $15 whichever is greater) of the purchase price will be deducted. Returned goods must be in its original condition and include all the original packaging. Shipping and handling cost are not refundable. This return for refund policy is applicable for change of mind, and lack of expertise for use of product
Any incorrect, missing or damaged items received must be reported to Diamond Corp within 24 hours of you receiving the delivery. This can only be done by E-mail to info@fibrelash.com 
If item(s) received is not what was ordered please do not open the sealed package in which it was sent. Any attempt to use the incorrect item will be deemed to be acceptance by the customer of the item(s) as a satisfactory substitute for the one that was ordered and no further claim can be raised thereafter.

Diamond Corp owns the title of any extra goods shipped with your order that have been dispatched in error.

RETURN AND REFUND and WARRANTY CLAIM
Please follow the information provided to return goods to Diamond Corp AU Pty Ltd:Please email our customer service quoting your order number on info@fibrelash.com to obtain a returns authorisation number (RAN). When you have received your RAN, please enter it into the space provided on the returns form included in the documentation that will be emailed to you. You also need to indicate on this form whether you would like a refund or replacement of warranty goods. Please remember that in order for the return to be processed you must ensure that the completed form is included with your return package and that the goods are wrapped securely in the same outer packaging in which you received them. Please return your package by registered post and ensure that you keep your receipt as proof of postage.

All returned goods will be examined upon receipt as for reasons of hygiene we are unable to offer refunds or replacements on any opened or used goods. We will process your return as quickly as possible and will notify you by email once your refund or replacement has been processed. During busy periods, please allow a maximum of 30 working days for your refund or replacement to be processed. Your payment for the goods will be refunded by Diamond Corp AU Pty Ltd as soon as possible by the original payment method, no later than 30 working days after we have received the goods. Please note that delivery charges are not refunded.