Shipping Policy

Last updated: April 2026

Dispatch Timeframes

All orders are dispatched from Australia within 1 business day (Monday to Friday, excluding public holidays).

Once your order has been shipped, you will receive tracking details via email.

Delivery Timeframes (Asia Pacific Only)

We currently ship within the Asia Pacific region.

Estimated delivery times:

Australia: 2–5 business days
New Zealand: 4–8 business days
Asia Pacific (selected countries): 5–14 business days

Please note these are estimated delivery timeframes only and may vary depending on the carrier, location, and external delays.

Shipping Rates

Shipping rates are calculated at checkout based on your location and order size.

Free shipping thresholds may apply and will be displayed at checkout where available.

Tracking Your Order

All orders include tracking.

Once your order has been dispatched, you will receive a tracking link via email so you can follow your delivery.

Delays & Delivery Issues

While we aim to dispatch orders quickly and provide accurate delivery estimates, delays can occasionally occur due to factors outside of our control, including:

Carrier delays
Customs processing
Peak periods

If your order is delayed, we recommend contacting the shipping carrier first using your tracking details.

If you need support, our team is here to help.

Lost or Missing Parcels

Once an order has been dispatched, it is handled by the shipping carrier.

If your parcel is lost or missing, we will work with you and the carrier to assist in locating your order.

Outcomes will be assessed in line with carrier investigations and Australian Consumer Law obligations.

Incorrect Address Details

Please ensure your shipping details are entered correctly at checkout.

Prolong Lash Pty Ltd is not responsible for orders delivered to incorrectly provided addresses.

If you notice an error, contact us immediately and we will do our best to assist before dispatch.

Customs, Duties & Taxes

For international orders within Asia Pacific:

Customs duties or import taxes may apply, depending on your country
These charges are the responsibility of the customer

We recommend checking with your local customs office for more information.

Contact

If you have any questions about your order, please contact us: info@prolonglash.com.au