FAQ

ORDERS

How long does shipping take?
Can I pick up my order in person?
I want to return my order for a refund or exchange, what do I do?
A product I want is out of stock, when will it be back in?
Do you offer bulk buying rates?
My address has changed, how do I update my account?

PAYMENTS

What forms of payment do you accept??
Are my credit card and personal details safe to use on your website?
I have a discount code, how do I use it?

PRODUCTS

Are your products safe?
Are your products cruelty free?
Are your products vegan-friendly?
What's the difference between silk, mink, synthetic and real mink lashes?
Which curl should I select?
Which thickness should I select?
What is Russian Volume?
What's the best way to remove pre-made fans from the tray?
How should I store adhesives?

ORDERS

HOW LONG DOES SHIPPING TAKE?

All orders are sent via express post (1-2 business days) and any orders made before 12pm (AEST) MON-FRI go out same day. It’s not unusual for an order to arrive the day after it’s purchased.. Please see our shipping page for further details.

CAN I PICK UP MY ORDER IN PERSON?

My Lash Store is online only, however we do offer extremely fast shipping for only $6.95. We also have an excellent 30 day return policy.

I WANT TO RETURN MY ORDER FOR A REFUND OR EXCHANGE, WHAT DO I DO?

Please contact us via our contact page and we’ll get back to you with instructions. Further details can be found on our refunds & exchanges policy page.

 

A PRODUCT I WANT IS OUT OF STOCK, WHEN WILL IT BE BACK IN?

When trying to select an out of stock product from our range you should see an 'in-stock reminder' icon at the right hand side of your screen. You can click this and enter your email address to be automatically notified when the product is back in stock. Otherwise please feel free to contact us letting us know which product you’re waiting on and we can let you know as soon as it’s back in stock.

DO YOU OFFER BULK BUYING OR WHOLESALE RATES?

If you make large purchases for your salon, home business or training school we can offer very competitive discounts. Please contact us for details.

MY ADDRESS HAS CHANGED, HOW DO I UPDATE MY ACCOUNT?

Login to your account using the LOG IN menu item. Select the ‘View Addresses’ option and edit your current address.

PAYMENTS

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept payment via Paypal and all major credit cards. If you are having issues with your preferred payment method then please contact us for assistance

ARE MY CREDIT CARD AND PERSONAL DETAILS SAFE TO USE ON YOUR WEBSITE?

Yes, our website is certified Level 1 PCI DSS compliant and we also use a secure connection (see lock icon in your web browser) which means any data you send to our website such as passwords, credit card numbers and personal details are completely private and secure.

I HAVE A DISCOUNT CODE, HOW DO I USE IT?

During checkout you will see a ‘Discount Code’ box on the page where you enter your shipping details. Enter the code into this box to have the discount applied to your order

PRODUCTS

ARE YOUR PRODUCTS SAFE?

With proper care, used by trained professionals our products are completely safe to use.

We are registered with NICNAS, the Australian government's regulatory body for the import of industrial chemicals and adhere to their strict standards. (NICNAS Registration: NIC1000194) Safety Data Sheets are available for our products upon request.

ARE YOUR PRODUCTS CRUELTY FREE?

Yes, we ensure all the products we stock are not tested on animals and are completely cruelty free. We do not stock real mink lashes for this reason.

ARE YOUR PRODUCTS VEGAN-FRIENDLY?

We check the ingredients of all our products in a database of known animal products and by-products to ensure they are vegan friendly. Unfortunately the database is not exhaustive so we can’t guarantee all our products are 100% vegan friendly, however we make our best efforts to ensure that they are.

WHAT'S THE DIFFERENCE BETWEEN SILK, MINK, SYNTHETIC AND REAL MINK LASHES?

When it comes to Silk, Faux Mink (usually just referred to as mink) and Synthetic lashes they're all just different names for the same thing. These lashes are all man made, using synthetic fibres.

While the materials are the same, the quality and finish of these lashes can vary. Some may have a glossy sheen to them, while others may have a more matte finish. The glossier lashes will often be branded as 'silks' while lashes with a matte finish tend to be branded as 'minks'. There's currently a lot of inconsistency in the industry however, so this isn't always the case. All that really matters is that you like the look and feel of the lashes you choose. Here at My Lash Store we brand our range as 'silks' due to the finish being on the glossier side.

Real Mink lashes refer to hairs that are actually farmed from live minks. While many people will claim that the Minks aren't harmed during this process, there's a lot of debate over whether or not this is true. For this reason My Lash Store chooses not to stock Real Mink lashes.

 

WHICH CURL SHOULD I SELECT?

 Curl
J Curl

A slight curve most closely resembling a natural lash. Great for new technicians learning to apply lashes.

Click here to see our Silk J Curl lashes

B Curl

Straight base with a soft curl. A very popular choice for that enhanced, yet natural look. 

Click here to see our Silk B Curl lashes

C Curl

Our most popular lash featuring a defined curl and a stronger lift that opens and highlights the eyes. 

Click here to see our Silk C Curl lashes

D Curl

Most accentuated curl for a glamorous look. Great for special occasions. 

Click here to see our Silk D Curl lashes

 

 

WHICH THICKNESS SHOULD I SELECT?

 Thickness
.07 & .10

These ultra light-weight lashes are ideal for but also for clients who’s lashes may not be strong enough to hold heavier extensions without weakening the natural lash. Also perfect for clients who's lashes are going through a natural re-growth stage and require something lighter. You can view our .07 and .10 thickness lashes here

.15 Great for clients who have issues retaining their lashes when using .20 or .25 weight, or for clients who’s natural lashes are going through a regrowth stage and temporarily require a lash that will cause less stress.
.20 The most popular thickness of lash. Provides a full, dramatic look without appearing too unnatural. It’s important to ensure these aren’t being applied to a client with weaker natural lashes as they may have poor retention.
.25

For clients who want a dramatic, glamourous look. Again, it’s very important to ensure these aren’t applied to a client who’s natural lashes aren’t strong enough to support them.

 

 

WHAT IS RUSSIAN VOLUME?

Russian Volume is the latest and most advanced technique in the eyelash extension industry. It involves creating fans from between 2 and 7 lightweight individual lashes (Referred to as 2D 3D 4D 5D 6D or 7D) and applying them to the natural lash. Applying lashes in this way reduces the amount of adhesive involved and gives a fuller, longer lasting look without causing as much damage as classic lashes. The technique is quite complicated to master so training is recommended.

We stock a range of .07 & .10 thickness individual lashes suitable for Russian volume technique here. If you're not yet trained in Russian volume but would still like to achieve that extra volume look then check out our Pre Made Volume Fans.

 

WHAT'S THE BEST WAY TO REMOVE PRE-MADE FANS FROM THE TRAY?

1. Always remove lashes with the tweezers approaching from the side, never from directly above

2. Pluck the lash from just above the adhesive strip and directly below where the individual lashes join together

3. If removing the lashes is difficult apply some gentle heat to the tray or strip. A lamp or sunlight is ideal.

 

HOW SHOULD I STORE LASH ADHESIVES?

Store your adhesives upright in a cool dark place, away from any direct sunlight and away from primers which can dry out the adhesives if nearby. Also storing in an airtight container along with a silica pack is ideal, however not a necessity.

Our adhesives can be stored in a fridge to extend shelf life before opening. Storing the glue in the fridge once opened will damage the glue and reduce the bond. Please allow ample time for the glue to get to room temperature once removing from the fridge.