All orders are carefully inspected and packed before they're dispatched.

Orders are typically processed within 1–2 business days.

Please note that processing times may be longer during:

• Weekends
• Public holidays
• Product launches
• Promotional campaigns
• Flash sales
• Peak festive seasons
  

Orders are processed in the order they are received.

Once your order has been packed and shipped, you'll receive a shipping confirmation email with your tracking number.

Shipping charges are automatically calculated during checkout based on:

• Delivery destination
• Parcel weight
• Selected shipping method
  

From time to time, we may offer free shipping promotions. These promotions are subject to the campaign's terms and conditions and may not be combined with other offers unless otherwise stated.

Malaysia

West Malaysia: 2–4 business days
East Malaysia: 3–7 business days

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International Shipping

Delivery times vary depending on:

• Destination country
• Customs clearance
• Local courier services
• Weather and unforeseen circumstances
  

International delivery estimates cannot be guaranteed.

Once your parcel has been dispatched, you'll receive a tracking number via email.

Please allow a few hours for the tracking information to become available after receiving your shipping confirmation.

If you haven't received your tracking details within 3 business days after placing your order, please contact us and we'll be happy to assist.

We also offer Self Pickup for selected orders.

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Pickup Locations

Self Pickup is only available at the designated pickup locations listed on our website during checkout.

We are unable to arrange pickups at any other address, office, warehouse, or alternative location.

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Pickup Notification

Once your order is ready for collection, we'll notify you via your selected contact method.

Please wait for our confirmation before visiting the pickup location.

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Collection

Please present:

• Your order confirmation
• Order number
• Valid identification (if requested)
  

If someone is collecting on your behalf, kindly inform us in advance and ensure they have your order details.

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Pickup Period

Orders must be collected within 14 days from the date you are notified that your order is ready.

Orders that remain uncollected after this period may be cancelled, restocked, or subject to additional handling or storage charges. Refunds (if applicable) will be processed at The Lash Factorie's discretion.

We'll send a reminder if your self-pickup order has not been collected within the collection period.

Orders that remain uncollected after 14 days from the pickup notification may be cancelled, restocked, or subject to additional handling or storage charges at The Lash Factorie's discretion.

Please ensure your delivery details are accurate before completing your order.

The Lash Factorie is not responsible for delays, failed deliveries, or lost parcels resulting from:

• Incorrect shipping addresses
• Incomplete addresses
• Incorrect contact numbers
• Incorrect recipient information

If your parcel is returned to us due to incorrect shipping information, additional shipping charges will apply for redelivery.

Once your parcel has been handed over to the courier, delivery is managed by the shipping provider.

Delivery delays may occasionally occur due to:

• Courier operational delays
• Public holidays
• Extreme weather
• Customs inspections
• High parcel volumes
• Incorrect delivery information
• Remote delivery locations
  

While we'll gladly assist in following up with the courier, we are unable to guarantee courier delivery timelines.

A parcel will be considered successfully delivered once the courier's tracking system shows a "Delivered" status.

The Lash Factorie cannot be held responsible for parcels that are:

• Lost after successful delivery
• Stolen after delivery
• Delivered to the address provided by the customer
  

If you believe your parcel has been misplaced, please contact us promptly and we'll do our best to assist you in opening an investigation with the courier.

If a delivery attempt is unsuccessful due to:

• Nobody being available to receive the parcel
• An incorrect address
• Refusal to accept delivery
  

the courier may:

• Attempt redelivery
• Hold the parcel for collection
• Return the parcel to us
  

Should the parcel be returned to The Lash Factorie, customers will be responsible for any additional shipping charges required for redelivery.

International customers may be required to pay:

• Customs duties
• Import taxes
• VAT/GST
• Handling or clearance fees
  

These charges are determined by your destination country's customs authority and are not included in your order total or shipping fees.

The Lash Factorie has no control over these charges and they remain the customer's responsibility.

We reserve the right to decline or cancel shipments to certain regions or countries where shipping is unavailable, restricted, or considered high risk.

If this occurs, we'll contact you and arrange an appropriate solution.

Unless otherwise requested before dispatch, multiple orders placed separately may be shipped individually.

We cannot guarantee that separate orders can be combined after they have entered processing.

If your order contains both in-stock and pre-order items, your entire order will be shipped together once all items become available, unless otherwise stated.

If you require your in-stock items sooner, please place separate orders or contact us before completing your purchase. Additional shipping charges may apply for split shipments.

Estimated arrival dates for pre-order items are provided as a guide only and may change due to production schedules, customs clearance, or logistics delays.

Once an order has been confirmed and is being processed, we're unable to change:

• Shipping method
• Delivery address
• Pickup location
• Courier preference
  

If you need assistance, please contact us as soon as possible. While we'll do our best to help, changes cannot be guaranteed once processing has begun.

From time to time, The Lash Factorie may offer free shipping promotions.

Unless otherwise stated:

• Free shipping cannot be combined with other promotional offers or discount codes.
• Free shipping applies only to eligible orders that meet the campaign requirements.
• We reserve the right to modify, suspend, or end any shipping promotion without prior notice.
  

The Lash Factorie shall not be held liable for delays or failure to fulfil deliveries due to circumstances beyond our reasonable control, including but not limited to natural disasters, severe weather conditions, pandemics, government actions, labour disputes, transportation disruptions, customs delays, or courier service interruptions.

We appreciate your patience and understanding should any unforeseen circumstances affect the delivery of your order.