Shipping policy
Shipping & Delivery
The Handover
Once your lashes leave our hands and are dispatched, delivery is a contract between the courier and you. While we wish we could personally fly every package to your door, Cloud Lash isn't responsible for lost, stolen, or damaged parcels once they're in transit.
Shipping Within Australia
We want to make sure your goodies arrive safely! To ensure a secure hand-off, we don't deliver to PO Boxes. Please provide a residential or work address where someone can sign for the delivery.
- If the postie can't find you or deliver the package for any reason, it will be sent back to us. We're happy to send it out again, but the re-delivery fee will be on you.
- We can't offer refunds for packages that couldn't be delivered to the address provided, so please double-check your details at checkout! Any delivery hiccups will need to be sorted directly with the courier.
International Shipping
We love our global lash community! We use trusted shipping partners to get our products across the globe. As soon as your order is on its way, we'll send you a confirmation email with your tracking number and courier details so you can follow its journey.
Customs, Duties & Taxes
Every country has its own set of rules. Please keep in mind that Cloud Lash isn't responsible for any import taxes, customs duties, or extra fees your local government may apply. These charges are the buyer's responsibility and are usually required to release your package from customs (they are not included in the product price or shipping cost). We recommend checking with your local customs office if you're unsure about the process.
A Little Patience
While we move fast, sometimes customs can be a bit slow. Cloud Lash isn't responsible for delays caused by international customs procedures — but we promise the lashes are worth the wait! 🌸