Terms

Terms

User Agreement

All products on this site are for professional use only and intended for the use by professional Beauty Therapists, Beauty specialists, medical staff, makeup artists & Hairdressers with sound knowledge of Eyelash extension application. Products on this site are not for self use unless otherwise specified. By purchasing from this site customers acknowledge they fit into the criteria stated above & agree to all terms stated on the Locks Lash website. If you do not agree with any terms or conditions of Locks Lash do not use this site.

Acknowledgement of risks

All information on the use of Locks Lash products noted on this site & included with a product is provided in good faith for the safety of the Lash extension technician & client receiving a lash extension service. Product user instructions should be followed at all times. LOCKS LASH does not accept any liability for the results what so ever arising from the use of a Locks Lash product due to that the utilization of these products may simply be out of Locks Lash's control. The user/purchaser is responsible for selecting the suitability of a product & following the recommended method of use. All professionals incorporating a Locks Lash product into their Eyelash extension services agree & recognize that applying Eyelash extensions can never be 100% safe & that injury to the eye or surrounding area, irritation of mucous membranes, eyes, or premature falling out of lashes may occur. All safety precautions & safe guarding of clients wellbeing is the responsibility/liability of the Lash extension service provider (you) & not the liability of Locks Lash.

100% Satisfaction Guaranteed Policy

We have total faith that when you purchase a product from us you will be very satisfied with what you receive. The quality of Locks Lash goods is the best we can physically make it.

This is why we have no problem offering a 100% Satisfaction Guaranteed and your money back policy for the purchase price of your order if the product is faulty, damaged or with any minor or major problem. If you do find something wrong with the product and wish for a full refund of the purchase price the following conditions must apply:
Contact our office by email and let us know what has happened sales@lockslash.com.au within 2 days (48 hours) of the goods being received. 
All products returned for refund, credit or exchange must be received by our office within 10 days from the date of invoice. 
Returned goods must be as new, unused, in original packaging. 
A copy of the purchase invoice must be included with the returned item(s) along with your full contact details. 
It is at Locks Lash’s discretion, depending on the level of the fault of the item(s) to offer to replace, store credit or refund the item. 
If the items are not faulty, damaged or with any minor or major problem and you have simply changed your mind and no longer want the product, found an item cheaper somewhere else, ordered the wrong product, found a better product elsewhere, were aware of the relevant fault before buying the product, damaged the product by misusing it or used the product for a duration of time and the problem is as a result of usual wear and tear … then it is entirely at the discretion of Locks Lash to refund, store credit or exchange the product. 
If any of the above do happen to you then please follow our refunds conditions of;
Contact our office by email and let us know what has happened sales@lockslash.com.au within 2 days (48 hours) of the goods being received. 
All products returned for refund, credit or exchange must be received by our office within 10 days from the date of invoice. 
Returned goods must be as new, unused, in original packaging. 
A copy of the purchase invoice must be included with the returned item(s) along with your full contact details. 
It is also at Locks Lash discretion to charge for postage on any and all returned items. 

Please note failure to meet any of the above conditions can result in refund, credit or exchange being denied. 

Payment

All prices listed are in Australian Dollars and are GST exclusive. Acceptable terms of payment through our online store are via Paypal, Visa, MasterCard or American Express. Call us to place your order or come in. Please see our address on Contact Us page. All orders must be paid in full before goods are shipped, unless by prior written agreement.

Prices & Specials

All Item prices & Special deals are subject to change without notice unless otherwise specified. Freight costs are subject to change without notice and will be listed accordingly for client information through checkout.

Delivery

Shipping FAQ's

Delivery

We use flat rate shipping to keep it easy for you!

If order is under $200
AusPost Express - $12
AusPost Standard - $8
 
If order your over $200
AusPost Express - FREE!
AusPost Standard -  FREE!

  

**Customers outside of Australia** Please note: You may be liable for any customs and import duties, permits, product restrictions and other local requirements. It is your responsibility to check.

 

Note: This offer does not apply to Wholesale/Distributor accounts. Shipping pricing calculated based on size of parcel.

Haven't received your order after the expected delivery time? Contact us by emailing sales@lockslash.com.au with your order number. We'll assist in following up your delivery with you.

If the shipping carriers we use misplaces a parcel we need 7-10 business days to lodge an appeal with them and get them to search their warehouses. 

  

Same day shipping for Melbourne Metro

If the delivery address is within a 10km radius you can opt to purchase same day shipping at checkout (same day if ordered before 11am) for an additional fee.

 

Local Pick up

If you live in Melbourne you can opt to pick up your order instead. It will be ready within 2 hours on weekdays excluding public holidays

 

Shipping to New Zealand

We now offer DHL EXPRESS on orders over $50 AUD and over for only $30! DHL provides super fast delivery to NZ with some parcels even being delivered the next day for some Metro addresses! (Some bulkier items excluded)

We also offer a cheaper flat rate standard shipping option to NZ.

Minimum order of $50 AUD 

 

International Shipping

We charge a flat rate of $30 AUD for international shipping excluding orders containing bulky items. Sent via speedy DHL shipping.

Minimum order of $100 AUD

**Customers outside of Australia** Please note: You may be liable for any customs and import duties, permits, product restrictions and other local requirements. It is your responsibility to check.

  

Order FAQ's

Why hasn’t my order been shipped yet?

We aim to get orders placed before 12pm shipped out on the same business day and orders placed after 12pm shipped out on the next business day! However, sometimes during really busy periods or if the couriers pick up early, it is physically impossible to get your order out when we would like to. Rest assured it will be the next in line though! If your order is seeming like it hasn’t been shipped on time, please email sales@lockslash.com.au and include your order number

 

How long does shipping take?

Once your order is shipped, it depends on the courier! Unfortunately we can’t guarantee that your order will arrive by a particular date as once it’s out of our hands, we have no control over it anymore!

We strongly recommend that you order ahead of time to avoid any issues. During non busy periods, these are the estimates from Auspost (please note that these can change at any time and are just an estimate):

Australia Parcel Post (same state) - 2-4 business days

Australia Parcel Post (interstate) - 3-11 business days

Australia Express Post (same state) - 1-2 business days

Australia Express Post (interstate) - 2-5 business days

 

My order has a missing or wrong item

Please send an email to sales@lockslash.com.au and include a photo of what you did receive and a photo of the paper packing slip you received and we’ll get it sorted for you :)

 

I have received a faulty or damaged product

Please email sales@lockslash.com.au with your order number and a photo of the product so we can sort it out for you :)

 

How do I track my order?

You should have received a tracking email automatically after the order has been sent which has a tracking number. Any problems p  lease email sales@lockslash.com.au with your order number

 

I’ve changed my mind, can I return my order?

If you have changed your mind about a product you have ordered and it is unused and unopened, feel free to email sales@lockslash.com.au within 2 weeks of receiving it and include your order number. Unfortunately we are unable to cover the shipping cost in these situations

 

Why can’t I choose a delivery option?

This is usually due to how your address is typed in. Please try re-typing in your address and making sure to choose one of the options it gives you. If you’re still not seeing all delivery options, please email sales@lockslash.com.au. *Please note for international orders there is a minimum order of $100 AUD

 

How long will my pick up order take to be ready?

Pick up orders will usually be ready within a few business hours however if you haven’t received your pick up notification yet, you’re still free to come in and we can get it ready for you :)

 

Can I purchase in person?

Yes! Our warehouse is located in Collingwood VIC where you can check out and purchase supplies in person :)

 

My order is delayed

We aim to get your order shipped out ASAP! Unfortunately once it’s out of our hands, we have no control over it anymore! We recommend contacting the courier with any queries

 

My order never arrived

Please make sure you have asked any family members/staff members if they have received it and checked:

  • Whole front door area
  • Letterbox & surroundings
  • Neighbours front door steps
  • Neighbours letterboxes & surroundings

Once you have and still can’t find it, we recommend submitting an enquiry to the courier to ask for proof of delivery! If they conclude that it has gone missing or delivered to the wrong address, please email sales@lockslash.com.au with your order number and a photo of the couriers reply

 

I didn’t receive an order confirmation email

The email may have gone to a different folder, a different email address (if you have multiple email addresses, check them all!) or your email address was typed in wrong during check out. If you still can’t find it, please email sales@lockslash.com.au so we can get it resent to you :)

 

I have a question or issue about a glue

Click here for a great guide

Security Policy

When purchasing from Locks Lash online your details are passed through our secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.

Customer Privacy Policy

All customer information input through the Locks Lash website will not be shared with any third party.

Clerical Errors

Locks Lash reserves the right to correct any clerical errors.

Afterpay

Afterpay is subject to Afterpays terms and conditions. If you are using Afterpay in New Zealand to make a purchase on the australian store please note this message from Afterpay: The final amount charged may differ from the amount displayed. This is in regards to the conversion from AUD to NZD.

Refund Policy for Services Taken 

See here for our full refund policy.

 

Promo Terms & Conditions

Spin The Wheel

From time to time, Locks Lash will run a Spin The Wheel promotion. Customers are invited to place an order of value (minimum $10) at www.lockslash.com.au, between a  stipulated time frame. An Instagram & Facebook Live will be held on the day, with a time provided to audiences. Customers who have made an order during the given time frame on the given day are invited to join the Instagram & Facebook live. During the Instagram & Facebook live, customers will need to provide their order number by writing it in the comments. Locks Lash will call out the order number & spin the wheel for a prize. Anyone who does not join the Instagram & Facebook live are not eligible to spin the wheel. The winners prize will be sent with their order, or if a voucher it will be applied to their Locks Lash account. Prizes are not redeemable for cash & are not transferable.

 

Mobile Terms of Service

Locks Lash

Last updated: July 7, 2022

The Locks Lash mobile message service (the "Service") is operated by Locks Lash (“Locks Lash”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Locks Lash’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Locks Lash through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Locks Lash. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to Locks Lash or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Locks Lash mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to Locks Lash or email sales@lockslash.com.au.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.