SHIPPING YOUR ORDER
Within the Netherlands
If you are located in the Netherlands and we have received your order and payment on a working day before 15:30, the order will normally be shipped the same day. Packages within the Netherlands are being shipped through PostNL. You will receive a track & trace with a link to the PostNL website, so you can track the progress of the package on its way to your door.
Normally PostNL delivers your order within 24 hours within the Netherlands (with some areas excepted). Please note that it may happen that, during sales actions like Black Friday, or during the holiday season for instance, PostNL has to process so many packages, that the 1-working day delivery promise can no longer be guaranteed. As soon as Lash eXtend has passed your package to PostNL, we have no more influence over it, so your patience is appreciated.
Outside the Netherlands
If you are located outside the Netherlands, your package will be shipped via UPS. To be able to ship the same day, your order and payment must have arrived before 3:00 pm. Orders coming in after that deadline will be shipped the next working day.
You will receive a UPS track & trace number via email through which you can track the progress of the package on the UPS website. Please allow 1-3 working days for delivery depending on the distance of your location from the Netherlands.
Shipment costs vary, depending on value of your order and in which country you are located. The shipment costs are calculated automatically and shown in the checkout page of the webshop.
Missing or damaged shipments
In case your order is not being delivered as expected, there can be various reasons. Please check our FAQ section, where you can find a brief description for various missing package scenarios and the actions you can take in each case.
PICK UP YOUR ORDER YOURSELF
If you arebased in the Netherlands and urgently need your products we also offer the option of Click & Collect. This means that you can order your products on-line, choose Click & Collect, so we will process your order right away for you to collect it in our HQ in Bunschoten (NL).
You can chose to pay online, or pay the order with cash, debit- or credit card at the pickup location. The pickup address is:
Lash eXtend Showroom
3751 LK Bunschoten-Spakenburg
Opening hours: 08:30 - 17:00 during working days
If you decide to choose this option, we will contact you right after we've received your order to schedule a pickup appointment. We try our best to make your order available the same day, depending on the order size, workload and time of the order. In normal conditions the order can be picked up within 1 to 2 hours.
RETURN & REFUND POLICY
If you return a shipment, the following rules apply:
- Contact our Customer Service desk first to request permission in advance by sending an e-mail to firstname.lastname@example.org. Please describe why you wish to return your order and include your name / client number and order number.
- After getting the response from Customer Service, you can normally return the product(s) to:
Lash eXtend - customer service
- The shipment costs of any return shipment are for the buyers account, unless Lash eXtend has made an incorrect delivery.
- Preferably, the return shipment is to be sent as a registered parcel, so it can be tracked. Lash eXtend cannot be held accountable when a parcel has gone missing.
- Lash eXtend only reviews the return shipments that were approved in advance by e-mail. The products have to be in new condition, unopened, with the products still in their original packaging.
Never just return products without advance approval. Unannounced return parcels are refused at the warehouse and returned to sender.
Once Lash eXtend BV has received your return shipment, and the mentioned conditions are met, we will check your complaint and in normal cases refund the product. Refunds will only and without exception be done to the original bankaccount which was used for the original purchase.
In case you have questions, remarks, or if something is unclear, please do not hesitate to contact us and we will do our best to help you out!
Have fun shopping!