COVID-19 Info & FAQ


Due to reduced postal services and restrictions, please allow for additional shipping times. We thank you for your support during this time. Stay safe.

 

I haven’t received my Shipping Confirmation, have you sent my order yet?
We aren’t sure why we haven’t been able to get our updates sent to your email inbox. Instead they are ending up in Spam, Promotions or Junk mail boxes. If you can’t find your email with a Tracking Number, we are happy to resend your details. Simply email hello@theluxelashshop.com

 

My delivery is still yet to be delivered, why so long?
Australia Post are seeing a huge increase in volume as more people are shopping online due to coronavirus (COVID-19) restrictions, which is impacting their network. Unfortunately, this means your parcel delivery may be delayed, but rest assured they’re doing everything they can to minimise delays.

 

I've ordered Express Post
Note that parcels sent via Express Post may take five business days or more to be delivered, because of restrictions including limited flights and social distancing requirements.

 

I think my parcel is Lost/ Stolen
Have you tracked your parcel via AusPost website, and it is saying "We've got it" or "Delivered"?

  • You will need to contact Australia Post (13 76 78) immediately to lodge an enquiry.
  • Please email us hello@theluxelashshop.com so we can escalate the claim

 

How long is processing?
Between 1-2 working days.

 

What is the best way to track my order?
We recommend using the 'Shop' app, that gives you real time tracking.

If you cant use the app, on your confirmation email click on 'View Order'.
Your shipping details can also be found there.

 

Do you allow Pick-Up?
No. We do offer Free Shipping within AUS & NZ.

 

Who can I contact about an issue?
You can send a email to hello@theluxelashshop.com

Your message is important to us.

We are doing everything possible to keep our warehouse open and fulfilling our customer’s orders during the Corona virus pandemic.

In order to remain open and to ensure the well being of our warehouse staff we’ve had to make some changes which have unfortunately affected our dispatch times. We’ve enforced increased safety measures, limited staff per areas and social distancing rules. Other factors contributing to delays include fewer postal collections, limited flights and increased volumes as more people are now shopping online.

Our warehouse staff are continuing to work tirelessly under these difficult circumstances and are doing all they can to ensure our orders are fulfilled as fast as possible. We thank everyone for their patience during this time and appreciate the ongoing support.