FAQ'S

PRODUCT

Can I only purchase Westlash products through this website?
Yes. Westlash is only available on westlash.com.au

How can I find out more information about a product?
Product details can be found on the product page but if you have more questions, please feel free to email us at info@westlash.com

Do you test products on animals?
No. Westlash does not test products on animals.

What temperature do these products need to be stored at?
We recommend storing your products in a cool dry place, away from direct sunlight and excessive heat.

CUSTOMER ACCOUNT

Do I have to set up an account to place an order?
No. You do not have to have an account to place an order. You are able to check out with a customer account or as a guest. But by setting up an account, you have access to order and shipping information. You will also be added to our email list for exclusive updates in the future.

How do I create an account?
You can create an account by visiting this page westlash.com.au/account/register

How do I subscribe or cancel my email subscription?
You can easily subscribe to emails by visiting westlash.com.au located at above the footer menu. If you want to cancel/unsubscribe, you can click unsubscribe by locating the "Unsubscribe" link within the email subscription.

I forgot my password, what do I do?
To reset your password, go to westlash.com.au/account/login and click on "Forgot your password?" below the sign in button. You will then be prompted to enter your email address you used to create your account. Once you submit, you will receive an email notification with a link to reset your password. Once you've done this, you can log in with your new password as normal on this page westlash.com.au/account/login

REWARDS

How do I create a rewards account?
When you create a customer account with Westlash it gives you automatic access to rewards, please login here westlash.com.au/account/login . If you have not created an account please visit this page westlash.com.au/account/register or click the Rewards icon located in the bottom right corner then select 'Join Now'

What are Lash Points?
Lash points are earned for actions like creating a rewards account, placing an order, celebrating birthdays, following/liking/sharing social media accounts. Customers can redeem points for coupon codes at checkout.

What ways can I earn and redeem Lash Points?
Click the Rewards icon located in the bottom right corner. Under the Lash Points section please click 'Ways to earn' and 'Ways to redeem.'

PAYMENT

What forms of payment do you accept?
We accept online payments through Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, AfterPay and Paypal.

ORDERS

I have not received an order confirmation, what should I do?
If you have not received your order confirmation email after 24 hours, please email info@westlash.com with your first + last name, address, phone number, date + time you placed your order and the items you ordered.

I put the wrong address on my order, can I change it?
Please contact info@westlash.com as soon as possible. We will do our best to accommodate your request, however there is no guarantee that any changes can be made once your order is placed. Please be careful when entering your shipping address, Westlash is not responsible for orders sent to the incorrect address provided by the customer.

Can I change my order?
Unfortunately we are not able to change an order once it has been placed.

Can I cancel my order?
Unfortunately we are not able to cancel an order once it has been placed.

How can I check the status of my order?
Please log in to your account to check the status of your order. If you do not have an account, please refer to your shipping confirmation email to track your order.

I received incorrect item/s what should I do?
Please visit our Order Policies page and contact info@westlash.com within 48h hours of receiving the order, so that we can take care of this for you. Please provide us with your order number along with evident photo/s of the incorrect item/s you received. 

I received defective item/s, what should I do?
Please visit our Order Policies page and contact info@westlash.com within 48h hours of receiving the order, so that we can take care of this for you. Please provide us with your order number along with evident photo/s of the defective item/s you received. 

Can I return, exchange or be refunded for my order?
Please visit our Order Policies page.

    SHIPPING

    PLEASE VISIT OUR SHIPPING POLICY 

    Do you ship international?
    Westlash currently ships domestic within Australia. PLEASE NOTE: International shipping coming soon to New Zealand, Canada, United States, United Kingdom and Ireland. 

    What carrier do you use?
    Australia Post.

    How much does shipping cost?

    Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order.

    How long before my order is shipped?
    The processing time for orders is usually within 24 hours of receipt. All orders are processed and shipped on business days only. Orders placed during the weekend will be processed on the next business day. 

    During transit my item/s have been delayed, lost, stolen or damaged, what should I do?
    Please visit this page before contacting Westlash. In the unlikely event that your item/s are delayed, lost, stolen or damaged during transit please contact info@westlash.com. We will do our best to help you resolve the issue, however there is no guarantee. Westlash is not liable for delayed, lost, stolen or damaged item/s during transit.

    How long does shipping take?

    PLEASE NOTE: International shipping coming soon.