FAQ

  • Can I return or exchange an item?
  • What rewards do I get?
  • Do you offer wholesale pricing?
  • Can I place an order without creating an account?
  • What payment methods do you accept?
  • What are your lashes made of?
  • How do I return an item?
  • Can anyone join the program?
  • Where is my order confirmation?
  • Why has my order been canceled?
  • Why Premade fans?
  • Where is my refund?
  • How do I cancel my order?
  • My Payment Has Come Out but I have not received any order confirmation
  • What is the difference between short, mid and long stem premade fans?
  • My order has arrived but it’s not as I expected. What can I do?
  • Can I alter my order?
  • Do you accept returns?
  • How do I pickup premade fans?
  • Do you offer a rewards?
  • When will my order arrive?
  • What countries do you ship to?
  • Do you offer bulk discount or wholesale pricing for salons?
  • How much is shipping?
  • Can I track my order?
  • Do you offer same day delivery?

Payment

Do you offer wholesale pricing?

Yes we sure do, we offer wholesale discounts on bulk purchases!

Spend $500 or more save 15% with BULK15

Spend $1000 or more save 20% with BULK20

Spend $1500 or more save 25% with BULK25

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal. 

Should you want a buy now pay later option we have available; AfterPay, Klarna, Lattitude, LayBuy, OpenPay, Humm.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

My Payment Has Come Out but I have not received any order confirmation

If you have checked your inbox and also your junk email box and you cant see anything from us please reach out to us by phone, text, instagram message or email and we will be able to sort it out for you. 

Do you accept returns?

We do not offer returns or refunds on change of mind purchases as most of our proiducts are not able to be re sold once sent back. 

We do offer refunds on any items that are faulty or are not working as required. Please reach out to use so we can arrange your refund. 

Returns

Can I return or exchange an item?

We do not offer returns or refunds on change of mind purchases as most of our proiducts are not able to be re sold once sent back. 

We do offer refunds on any items that are faulty or are not working as required. Please reach out to use so we can arrange your refund. 

 

How do I return an item?

Please contact our customer service team via orders@diamondlash.com.au

If you are sending your item back once you have spoken with our customer service department please send your item back to:

 

Diamond Lash Supplies

6 Woodlands Court

East Bendigo

Victoria 3550

 

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via orders@diamondlash.com.au with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

REWARDS PROGRAM

What rewards do I get?

Join our program and earn points for every dollar you spend. Which can then be redeemed for cash off your future purchases! You also receive sign up and birthday bonues! 

You receive 1 point for every dollar you spend. 

Can anyone join the program?

Absolutely our program is open to everyone! Just click on the rewards tab at the bottom of your screen to join.

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.diamondlash.com.au/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@diamondlash.com.au just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@diamondlash.com.au, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

Orders that require shipping within Australian will generally be delivered within three to ten days, depending on your preferred shipping method. Shipping to countries outside of Australia may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status. Dont forget you can track your order anytime using the tracking provided to you. 

If your order is missing or lost by postal srvice we will ship it to you again at no charge to yourself. 

What countries do you ship to?

We currently ship worldwide. 

How much is shipping?

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered.

For orders within Australia we offer flat rate express shipping for $13 unless its a bulky item which is then charged a $20 bulky item fee

For orders shipped to New Zealand we offer a $20 flat standard rate or $33 express rate

Rest of the world we offer $25 standard or $55 express

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Do you offer same day delivery?

Yes, we offer same day delivery to all our Bendigo customers if ordered before 2pm. Free for orders over $150 or $10 for under. 

Local pickup also available. Select at checkout and you will receive notification when your order is picked and packed with instructions to arrange pickup time.

Lashes

What are your lashes made of?

All our lashes are 100% vegan and cruelty free and made of the highest quality Korean PBT fibres. All our fans are handmade with great care and are the softest lashes available for total comfort for your clients. 

Why Premade fans?

All our pre made fans are hand made with great care so you don’t have to!  Now you can offer volume and mega volume lashes to your clients in half the time. 

We recommend completing volume training  even if your planning on using premade fans so your fully trained in choosing safe and correct weights for your clients long term lash health. 

What is the difference between short, mid and long stem premade fans?

Short stem fans have smaller bases so can be more difficult to attach especially for beginners. But once you master them you will love the fluffy look they give. 

Long stem fans create a totally different look, due to their long stems they create a darker look at the base creating more of the eyeliner look. Beginners find them easier to attach since they are similar to a classic due to the stem. 

Mid stem fans are the perfect mix of the 2 they create a fluffy look with a dark baseline plus they are easier to attach due to the stems. But in our testing we do find they can often have worse retention than short or long stem.

Pro made fans are individually handmade by a trained lash artist in a facory in Vietnam and glued together with a tiny amount of glue as to not weigh down the fan. They are absolutely beautiful lashes that replicate handmade extensions. 

How do I pickup premade fans?

Each style of premade fans has a different pickup style.

For Long stem premade fans you need to grip the fan at the top of the stem just before it fans out and gently peel them down off the tray. You then place them down and pick back up ready to dip in your glue. 

For short stem and mid stem premade fans you grip them at the base and peel them up off the strip. You then place them down and pick back up ready to dip n your glue. 

Please be gentle as all premade fans are handmade and delicate. 

Do you offer a rewards?

Yes we offer Diamond Dollars. Every dollar you spend earns you Diamond Dollars which are redeemable for products.

We also have monthly prize draws with prizes ranging from Mimco and Jeffree star to gift vouchers and products. Simply make a purchase and your in that months draw. Winner chosen at random by generator on the 1st of the following month. 

Do you offer bulk discount or wholesale pricing for salons?

Yes we do, spend minimum $300 on lashes in one order and we will supply your eye pads and mascara wands for free! We also offer bulk discounts on large wholesale orders so please send us a message and we can give you a great deal.

Why You Will Love Us

You will love our incredible range and amazing quality. Not to mention our amazing customer service. Plus with Australia's biggest range you can find everything you need in the one place at great prices!

Incredible Rewards and Prizes

Making an order with us gets you into our incredible monthly prize draws! Each month we give away a great prize worth minimum $250! Including lash products, mimco and jeffree star. Plus spend $300 on lashes to receive FREE eye pads and mascara wands!