Shipping & Returns
How do I track my order?
Please track your order here. As soon as your order has been fulfilled, your shipment information and number will follow in e-mail delivered from us. Please note, tracking can take around 24-72 hours to update after dispatch.
My tracking says delivered but I can’t find my package?
If your package is missing, please have a look around your property to see if it was tucked away out of sight. Please check around all entrances, including around the garage. You could also check with the people who live with you, and ask your neighbours if they didn’t perhaps pick up the package for you. Espesially if you live in apartment complexes.
If the package is still not found, the carrier that delivered the parcel or local post office is the next best place to contact. If your parcel is still missing once you have contacted the carrier, please get in touch with us via [email protected] and we will help as much as is reasonably possible to trace a missing package. Please note we are not responsible for lost or stolen packages so we will not be able to refund lost one and may not be able to send another package.
What happens if I entered the wrong address?
Please contact [email protected] as soon as possible. In some cases, we may be able to change the address for you if your order hasn’t already been processed by our warehouse. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, we may contact you or your order may be refunded once we are notified that the order has been returned/received. Please note that shipping charges are non-refundable.
Where do you ship to?
We ship internationally! Just enter your address into our checkout form.
If you’re unable to select your country at the checkout, unfortunately that means we currently can’t ship to you. We are working on finding a way to deliver to you soon.
Will my package be delivered to my address?
Yes of course, we always try to deliver to the address provided at the time of your purchase. If not able to deliver, your parcel will be redirected to your local post office.
Please note: Some countries may require import tax, duties and related customs fees for the imports. If so, you may be required to collect your package from your local post office. Additional charges may apply. For more information, please look at our general terms & conditions.
What is your returns policy?
If you have received a default product, please e-mail [email protected] to discuss further.
If you are not satisfied with the goods you have received, you can return them to us within 30 days of receipt, providing they are in original resalable condition.
Once returned you will be entitled to a full refund which will not include the cost of the return postage. We are not able to refund or exchange items that appear to have been used, opened, or are not in original condition. If you want these returned to you, we may request that you cover the delivery cost.
- Please download, print off, and complete a return form if you do not already have one.
- E-mail your returns form along with a photo of the products you are returning to [email protected]
- Once approved, ensure your return is well packaged and meets all the conditions outlined below.
- Please mark ‘Returned Items’ clearly on the outer packaging of your parcel.
- Use an insured tracking delivery service to ensure your parcel reaches us safely.
- Send a follow up email with your tracking information to [email protected]
Enclose your goods, and return to the following address:
Returns Terms and Guidelines:
- All returned items must be unused, unopened, and complete with original plastic wrapping.
- We are not responsible for the return shipping costs of the items.
- Please make sure all returned items are well packaged, so as not to be damaged in the post.
- Please make sure all return packages are sent with a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.
- Please make sure that the returns form has been approved – without approval it may result in your return not being processed.
Nutrilashes Return Form –> Download here
Will I need to pay customs?
Some countries may require import tax, duties and related Customs fees for the imports, and the cost is not covered in payments that you made to us. These charges, if applicable, are determined and charged by the Customs office of the destination country. Thus, the recipient is responsible for the custom fees.
You can always message us anytime regarding your order(s) and we will get back to you as soon as possible at [email protected]
Worldwide Shipping Available!
We've listened to your feedback: We are happy to say that we now ship to almost every corner off the world!