Frequently Asked Questions

Frequently Asked Questions

How long will it take for my order to arrive?

All orders made before 2pm Monday to Friday are shipped out same day via Australia Post Express. Orders generally arrive within 2-3 business days in Australia and approx 7-10 business days to New Zealand. Please allow considerations for covid delays. 

Where do you ship to?

We ship all across Australia and New Zealand

If I order more than once will they ship separately?

If you order more than once in a night we will always endeavour to ship your orders together, and as such will refund you back the additional shipping charge should you be charged twice.

What payments do you accept?

We accept Paypal, all major credit and debit cards plus all these pay later options: Afterpay, OpenPay, Laybuy, Latitude, Klarna, Humm and shop pay

Can I make changes to my order?

If you need to make changes to your order, please contact us immediately 
and as long as it hasn't shipped we will be happy to accommodate. 
We are unable to cancel or make any changes to orders after they have shipped.

What if I need to cancel my order?

If you need to cancel an order please contact us immediately once your order has been packed and shipped we are unable to cancel it.

What is your return policy?

We do not offer returns on change of mind for purchases as most of our items can not be re sold once purchased.
If an item you have purchased doesn't work as it should please get in contact with us straight away so that we can help you and send you replacements. 

Do you offer bulk discounts for salons?

Yes we offer bulk discounts / wholesale discounts on orders over $500.
Spend $500 Save 15% with code BULK15
Spend $1000 Save 20% with code BULK20
Spend $1500 Save 25% with code BULK25

Do you offer Free shipping?

Yes we offer free shipping on all lash products when you spend $200 or more. Please note all lash merch has its own shipping rates and times as each item is printed once you order and shipped directly to you from our manufacturer. There is no free shipping on all lash merch range

Do you offer local pickup?

Yes you are welcome to pickup in Bendigo Victoria. There is no option at checkout but if you use the code FREESHIP then it will remove delivery fee. Once you order please text us on 0423524546 to arrange a collection time.

Do you offer local delivery?

Yes we offer same day local delivery in Bendigo Victoria within 15kms. Cost is $10 or free for orders over $200.
Please note we only offer delivery Monday-Friday as we are closed on the weekends. 
We try to do 2 delivery runs a day, once in the morning and another in the afternoon. Please contact us via text 0423524546 if you need an item immediately and we will try to accommodate. 

My order was lost in transit what do I do?

If your tracking number says your package was delivered but you haven't received it then please reach out to us as soon as possible and we will re ship your order again for free. 
Your tracking number will be emailed to you once your order has been shipped.

How does Free eye pads and wands offer work?

Every time you order your lashes in bulk from us and spend $300 on lash trays receive FREE 50 pack of eye pads and 50 pack mascara wands no code required. Receive them every single time you order your lashes in bulk! You could save hundreds of dollars over the course of the year on just these 2 products alone. 

I love your products, how do I become an ambassador?

If you would like to join our ambassador program please reach out to use via socials, email or text. Our program gives you your own coupon code to use and share to save 10% plus earn 5% commission on all sales made using that code. You can withdraw your commissions via paypal transfer. 

Do you have a rewards program? What are Diamond dollars?

Yes we have an amazing rewards program where you earn 1 Diamond dollar for every dollar you spend. These points accumulate and never expire and can be used for gift vouchers off future purchases. Plus make sure to check in your members portal to see special discounts off or money off. 

Do you offer trade account?

If your a large salon and would like to register for a trade account please reach out to use via email on crystal@diamondlash.com.au and we can consider your application. All payment terms are 7 days.

Ive made an order and payment has come out but I have not received any confirmation?

If your payment has come out and you haven't had any confirmation from us please check your junk folder and if still nothing please contact us immediately so we can it sorted out as quickly as possible.

Why premade fans?

Premade fans enable you to offer volume and mega volume lash sets in half the time! Gone are the days of bad stiff premade fans with cluster like bases. With our incredible premade fans not only are they soft and fluffy with great bases they have all been tested for retention! If they don't stand up to the retention test we wont sell them!

What are the differences between short, mid and long stem fans?

When talking about premade fans you might be confused with all the different sorts. We offer short stem mid stem and long stem. The stem refers to the base of the premade fan. Short stem have very short base and the lashes fan out from there when using these lashes you can create full fluffy sets. Our mid stem fans have a longer base than our short stem fans and are also very pointy making attachment a breeze and unlike most of the other pro point lashes on the market ours don't have twisted bases. When you use fans with a twisted base they lead to poor retention but ours have been tested and actually have incredible retention! Lastly our long stem fans, as the name suggest have the longest base. When you use long stem fans to create a full set it creates a completely different look with darker along the lash line helping to create the eyeliner effect! Their long bases also make them a dream to attach and they are incredibly soft and fluffy!

What are your lashes made of?

All of our lashes are made from the highest quality Korean PBT fibres making them vegan and cruelty free!
PBT stands for polybutylene terephthalate which is actually a form of plastic. Even our colour lashes are the same material, the colour comes from the washing process of the lashes! At Diamond lash we only ever sell the highest quality PBT an guarantee the softness on all our lash trays!

My order has arrived and the products are not as I expected what do I do?

In the rare case that your order has arrived and you're not happy please reach out to us as soon as possible either by phone, text or email so that we can help you and get it fixed up straight away for you. 

Which glue is best for me?

We have a huge range of glues available with one to suit every skill set and humidity level. If your unsure which one is right for you click this link to take our glue quiz to give you a customised suggestion!

Do you offer private labelling?

We currently do not offer this but have plans to in the near future. If your interested reach out and let us know!