Refund policy

We want you to be 100% satisfied with your purchase.
We are happy to offer store credits if you purchase a product that’s not right for you.
Please note that your product must be unused and returned within 7 days of your order being delivered. The store credit processing time is 5 days once accepted.

To start a return, you can contact us at hello@ailanabeauty.com. If your return is accepted, we’ll send you instructions on how and where to send your package. The customer is required to provide their return label and cover any associated costs. Items sent back to us without first requesting a return will not be accepted. We cannot provide store credits while your parcel is still in transit.

Please note we reserve the right to reject returns that are not in the original condition in which they were received.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits your ACL rights.

How to request store credit/Report an issue

Email us at hello@ailanabeauty.com with:

• Your order number, and

• A quick description of the request or issue, and

• Photos if your item arrived damaged, faulty, or incorrect.

Returns sent without contacting us first (and receiving instructions) will not be accepted.

Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits your rights under the ACL.

Change of mind
We do not offer refunds for change of mind, shade selection, preference, or if you decide a product is not for you.

Please note: we cannot process store credit while a return parcel is still in transit.

Exceptions / non-returnable items
The following items are not eligible for return, refund, or store credit (except where required under ACL):

• Sale items and items marked down in price

• Gift cards

• Perfectly Imperfect products (minor cosmetic imperfections, formula is as described)

Damaged, faulty, or incorrect items (ACL)
Please inspect your order on arrival and contact us within 3 business days of delivery if:

• Your item is faulty or damaged, or

• You received the wrong item, or
• Your parcel was delivered and you cannot locate

If the issue is confirmed, we will offer an appropriate remedy in line with the ACL, which may include a replacement, repair, store credit, or refund depending on the situation.

Hygiene and safety
For hygiene and safety reasons, we cannot accept returns or offer store credit for:

• Items that have been opened, used, swatched, or tampered with, or

• Items not returned in their original condition.

This does not limit your rights under the ACL for faulty products.

Lost, stolen parcels, and “delivered” scans
If your tracking shows delivered but you cannot locate your parcel, please contact the carrier first within 3 business days of delivery (quickest way to get information) and then email us so we can support the investigation.
Please note that couriers may leave your parcel in a safe location (only if safe to do so), for example, your letterbox.

To comply with carrier policies, please contact us within 3 business days of your parcel being marked as delivered. Claims submitted after this timeframe may not be eligible for further investigation or assistance.

We are unable to issue refunds for parcels that are confirmed delivered and then stolen after being left in a safe place by the carrier. Delivery companies such as AusPost or Aramex are not required to ring your bell, intercom or call you to deliver your parcel and your parcel can be left in a safe place by default.

Collection Points + Unsuccessful Deliveries
If a courier (such as Aramex) is unable to deliver your parcel or leave it in a safe place, they may redirect it to the nearest collection point or local depot for pickup. If this happens, it’s the customer’s responsibility to collect the parcel within 5 days (or within the timeframe advised by the carrier).

If the parcel is not collected and is returned to sender, we can arrange re-delivery once it’s returned to us - however additional shipping fees will apply, and a $10 administration/restocking fee may also apply.
Any carrier pickup timeframes are set by the courier and may vary by location.

Incorrect address and return-to-sender
Please double-check your shipping address at checkout. If a parcel is returned to us due to:

• An incorrect/incomplete address, or

• Failure to collect from a collection point,

• International customs refused acceptance, no duty was paid by the receiver or not picked up in time and therefore returned, or

• Refused delivery

We can reship your order once returned to us, however additional shipping fees will apply. Once the shipping fee is paid, we will dispatch your parcel.

Please note that if you enter a PO box, or AusPost Shop location, this needs to be clearly entered for our system and staff to detect. If you add this in the company/business section, or it's not clear that a PO box/AusPost location is chosen, your parcel may not arrive safely. We're using different carriers to ensure a smooth and fast delivery of your parcel. Please note that other carriers do not have access to PO boxes, and this needs to be clearly marked, as otherwise the parcel will be returned to the sender and we may charge a re-shipping fee.

30 Days of Lashes Guarantee

Every Ailana Beauty Pre-Glued Lash Kit is carefully handmade using high-quality lash fibres and made to meet our quality standards.

We guarantee that every kit includes at least 30 days’ worth of lash applications when used as directed.

If your kit contains an unusual number of unusable lash clusters and you believe it does not meet this guarantee, please contact us with your order number and photos so our team can review it and make it right.

Individual wear time may vary depending on application, preparation and aftercare. The guarantee refers to the amount of usable lash applications included in the kit, not a guaranteed number of wear days per application.

Please note: As each lash cluster is placed by hand and parcels can move during transit, a small number of clusters may occasionally shift slightly in the tray. This does not affect their quality or performance.

Pre-Purchase, Post-Purchase Offers & Checkouts
From time to time, we may present you with pre-purchase or post-purchase One Time Offers. These offers are entirely optional and are provided as an opportunity to add additional items to your order at a special rate.

If you choose to accept an offer, the selected item(s) will be added to your order immediately. You will have the opportunity to review your complete cart before finalising your checkout.

Once checkout is complete, we’re unable to remove or refund any items added through these One-Time Offers. Please also note that all customers are responsible for reviewing their cart. All items are clearly displayed at checkout, and once you complete your order, we won't be able to remove any items afterwards. Any Post-Purchase-Offer may use your saved payment method for your convenience, and you have the option to accept or decline the offer.

Store Credits / Refunds
We will notify you once we’ve received and inspected your return and will be issuing a store credit that will be valid for 12 months. An administration fee of $10 may apply for any returns, regardless of store credit or cash refunds. Shipping fees that were paid are non-refundable. Any gifts associated with your order will need to be returned with your items.

Please note that once your order has been processed, we may not be able to provide an immediate refund for a change of mind. This is because our customer service and fulfilment teams operate separately, and your order may have already been packed, fulfilled, or had postage purchased.

Customers remain responsible for returned items until they are received and inspected by us. Any damage, loss, or faults that occur during return transit are the responsibility of the sender.

Please note: If you paid using a Buy Now, Pay Later provider (such as Afterpay or Klarna), any non-refundable merchant fees charged to us will be deducted from your store credit.

Reactions or sensitivity
Please note that we do not offer refunds for sensitivities or allergic reactions. While allergic reactions and sensitivities are rare, individual responses to ingredients can vary. As with any cosmetic product, we recommend conducting a patch test and consulting your doctor or dermatologist before purchasing if you have sensitive skin.

If a reaction or sensitivity occurs, please stop using the product immediately and seek medical help. Please note that if you encounter any reaction or sensitivity, this does not mean the product is defective or faulty, and you’re not automatically entitled to a refund. Our amazing team will help review this matter, and we will do everything we can to try to resolve this matter for you.

Shade Selection & Colour Results
Tint results may vary depending on your natural brow colour, skin undertone, brow preparation, application method and processing time. We do not provide refunds for change of mind, incorrect shade selection or dissatisfaction with the resulting colour where the product is not faulty; we recommend completing our Tint Quiz or contacting our team for shade guidance before purchasing.

Free Gift Policy:
Orders that contain only free promotional items and no qualifying paid products may be cancelled or not fulfilled at our discretion. Shipping charges paid on such orders are non-refundable.