1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest every time.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments with all major credit cards such as Mastercard and VISA.

1.6 Can I amend and cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

2. SHIPPING & DELIVERY

2.2 When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays.

2.3 How long will it take for me to receive my order?

The Standard courier delivery time frame is approximately 3-5 working days from the time your order has been processed.

2.4 How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number.

2.5 What are the shipping charges like?

Shipping is FREE for all orders over $150. We offer flat rate shipping for all orders under $150 at $10.00.

2.6 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.

2.7 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at info@firstandlashed.com and we will get back to you as soon as we can.

2.8 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at info@firstandlashed.com with a snapshot of the product and we will get back to you as soon as we can.

2.9 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at info@framelashstudio.com and we will get back to you as soon as we can.

2.10 I’ve purchased the wrong size or colour

We want you to be happy!  You can refer to our Returns & Exchanges policy here and its procedures.

2.11 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at info@framleashstudio.ca if you have not received your parcel and we will assist you accordingly

2.12 Will there be an additional charge for redelivery?

There are no additional charges for redelivery up to two times.

2.13 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?

You may check the status of your parcel via “Track your order”  to find out why it might have been delayed. Alternatively, you may drop us an email at info@firstandlashed.comand we will assist you further.

3 RETURNS

3.1 Return Policy

For the purposes maintaining the integrity of our products – we do not allow returns of products that have been delivered. This being said, we want you to be happy! Let us know why you are unhappy and we will bend over backwards to try to make things right for you! If products are damaged from shipping, please send us photos and we will replace them for you!

Online courses are non-refundable as they are digital products.

Deposits for in-person courses are non-refundable but may be credited towards another course at a later time as long as one weeks notice is given. If proper notice is not given, you will need to repay the deposit for a later course.