RETURNS & EXCHANGES

R E T U R N S   P O L I C Y

Due to the nature of our products, we DO NOT offer returns/exchanges on unwanted items or change of mind. If you receive a damages or faulty item we will of course exchange/refund this for you. If your receive a damaged/faulty item, you must notify us within 7 days. Please send a photo of the damaged/faulty item to: contact@koots.com.au with the subject line: DAMAGED. Please do not dispose of the items as you may need to return them to be eligible for a refund.

Please note, our lashes are handmade, so discrepancies may occur. If the lashes differ from one another in regard to hair assignment, this may not constitute as damage.

 

R E F U N D S  (I F  A P P L I C A B L E)

Once your return is received & inspected, we will notify you via email that we have received your item. We will also notify you of the approval/rejection of your refund.

If you are approved, then your refund will be processed and you should receive the funds within a certain amount of business days.

 

E X C H A N G E S  (I F  A P P L I C A B L E)

We only replace items if they are defective or damaged. If you need to exchange it FOR THE SAME ITEM ONLY, send an email to: contact@koots.com.au & send your item to:

KOOTS LASHES
41 Key West Drive,
Mullaloo PERTH WA 6027

Upon receiving your order, please check your items & notify us ASAP if there is a problem. The item is your responsibility until it reaches us. For this reason, we advise you to send the parcel using a delivery service that insures you for the cost of the items you are sending.

If you are returning form OUTSIDE AUS, please DO NOT USE COURIER SERVICES as there will be excessive clearance fees, we will either refuse delivery or charge the fees back to you. You must ensure the value on the parcel is listed as “ZERO” & you CLEARLY write “RETURNED GOODS” on the customs form & the parcel itself as we will not accept parcels that incur duty charges.

 

KOOTS Lashes do not pay returns postage unless your item is wrong or faulty.

Depending on where you live, the time it takes for your item to reach you may vary.