SUPPORT

  • I'm interested in influencer and blogging opportunities, who should I contact?
  • Questions and Feedback?
  • How do I contact Customer Service?
  • Where are you based?
  • Shipping
  • When will I receive my order?
  • Can I return or exchange?
  • What payment methods do you accept?
  • Will I be charged duties/customs fee?
  • Can I use more than one discount code?
  • Frequently Asked Questions about Lashnetix REWARDS and how does it work?
  • How can I become a member?
  • What are the three tiers?
  • How can I get to the Besties tier?
  • How can I get to the Boss Babe tier?
  • How can I get to the Queen tier?
  • Will my tier status ever alter or expire?
  • Do my loyalty points have a time limit?
  • What is the best way for me to gain points?
  • What is the maximum number of points I can earn?
  • What is the maximum number of points I can earn?
  • What is the procedure for referring a friend?
  • What is the location of my points?
  • How long would it take for my points to display in my account?
  • How do I get my points back?
  • What should I do if I don't believe my points are being displayed correctly?
  • What should I do if I don't believe my points are being displayed correctly?
  • Is it necessary for me to make a purchase in order to spend my points?
  • Is it possible to redeem numerous products at once?
  • Can I use my discount vouchers and redeem my purchases at the same time?
  • Is it possible to return or exchange a product purchased with my loyalty points?
  • Is it possible to return or exchange a product purchased with my loyalty points?
  • What is Double Points Day, exactly?
  • When is the next Double Points Day?
  • When will I receive my order?
  • How do I cancel my order?
  • My tracking number is not showing any information.
  • How do I remove and clean my lashes?
  • What's in the eyeliner. is it safe and is it cruelty free?
  • Does the magnetic liner come with the lash?
  • What is th elife span of the eyeliner and the eyelashes?
  • Can I wear mascara with my Lashnetix magnetic eyelashes?
  • How can I decide which lash style is best for me?
  • How can I make sure that the lashes fit my eye shape?
  • How do I make sure my magnetic eyelashes stick to the magnetic liner better?
  • What are the magnetic liners made of?
  • What are the magnetic liners made of?
  • Can I return or exchange?
  • Shipping Policy

General

I'm interested in influencer and blogging opportunities, who should I contact?

If you LOVE our concept and the look of our lashes and can’t wait to show the world, we would love to collab with you! Here's how to start:

1. Tag @lashnetix_official and #lashnetix in your Instagram posts

2. Slide into our DM's!

Questions and Feedback?

We welcome your questions, comments, and concerns about privacy. Please feel free to send any comments and/or concerns regarding this policy to support@shoplashnetix.com.

How do I contact Customer Service?

To contact customer service, please send us an email to support@shoplashnetix.com and our amazing customer service team will be happy to assist! Please allow up to 48 hours for someone on our team to get back to you.
 

Shipping & Delivery

Where are you based?

Our third party warehousing agent is based in KZN, South Africa! :)

Shipping

Most orders ship out of the warehouse within 48 business hours. Standard domestic shipping takes about 2-7 business days for package delivery.

Due to COVID-19, orders could experience shipping delays. 

** Please note that all orders showing delivered status by the courier will be subject to replacement only, therefore ineligible for a refund. **

When will I receive my order?

All of our orders are received by and delivered out of our warehouse within 2 working days. Shipping usually takes about 2-7 business days to deliver from the time it leaves our facility. You will get a shipping confirmation email notification once your parcel is out for delivery.
**PLEASE CHECK YOUR SPAM FOLDER.
 
**Due to COVID-19, shipping carriers may be experiencing delays. Holiday Shipping/ High order volume could lead to delays in shipments during the Holidays. If you do not get a shipping confirmation email after five business days of placing an order, please reach out to us at support@lashnetix.com. We appreciate your patience and understanding.
 

Can I return or exchange?

We will replace any defective items and make sure you are 100% happy with your purchase. Products can only be returned if they are still in good condition and packaging.
Used-looking products, or products damaged by the customer will not be eligible for refund. 
To initiate a return please email refunds@shoplashnetix.com *Upon the receipt of your package, your products will be examined and a full refund will be issued to your original method of payment within 7 business days.
 
Please read our Returns Policy to ensure eligibility.

 

Payment & Billing

What payment methods do you accept?

We accept all major credit and debit cards.

Will I be charged duties/customs fee?

There are no Duties/Fees within South Africa.

Coupons & Promotions

Can I use more than one discount code?

Unfortunately, we can only allow one discount code per order. If you do attempt to apply more than 1 code to your order, the best discount will be applied.

Subscriptions & Rewards

Frequently Asked Questions about Lashnetix REWARDS and how does it work?

When you shop with us, the Lashnetix Loyalty Program is a FREE rewards program that delivers you the BEST and MOST exclusive bargains! All you have to do is shop and connect with Lashnetix to earn points that can be used for FREE items and more!

How can I become a member?

Begin by registering for a VIP account with us Here. You'll get an EASY and FREE 750 points just for signing up! It really only takes ONE MINUTE! From there, you can continue to accumulate points to redeem for rare and free items!

What are the three tiers?

Besties, Boss Babe, and Queen are three different types of glam. The Boss Babe and Queen tiers demand a certain amount of spending, which is detailed below. Each tier has its own set of benefits, with some tiers receiving more than others. Members will gain 50 points for entering each tier! Everyone begins with the Besties tier! :)

How can I get to the Besties tier?

When you first join, you will be assigned to Besties! When you sign up TODAY, you will receive a bonus of 750 points!

How can I get to the Boss Babe tier?

Our loyalty program's second tier is called Boss Babe. The member must spend a minimum of R5,000 to acquire this status.

How can I get to the Queen tier?

Our loyalty program's third tier is known as Queen. The member must spend a minimum of R12,500 to acquire this status.

Will my tier status ever alter or expire?

After 12 months of dormant account use, your tier status will change!

Do my loyalty points have a time limit?

After 12 months of inactivity on your account, your points will expire! To get the most out of the Lashnetix Loyalty Program, we recommend redeeming your points for FREE goods.

What is the best way for me to gain points?

Earning points in our rewards program is a breeze! You'll earn more points the more you purchase and connect with Lashnetix! Points can be earned in a variety of ways, including:

  • Purchase something
  • Follow us on social media
  • Refer a Friend
  • Leave a Review
  • Earn Birthday Points

What is the maximum number of points I can earn?

There's no limit!

What is the maximum number of points I can earn?

There's no limit!

What is the procedure for referring a friend?

Log in to your account by going to the "Learn" page and selecting "Rewards" or the "Crown Icon." Scroll down to the bottom of the page until you see "Refer a Friend" once you've logged into your Rewards Dashboard. Click the "Next" button after entering your friend's email address. Your outstanding friend will receive a special link through email! Remind your friend to check their emails for their R100 off code, even if it's in the spam folder. P.S. Please keep in mind that they must spend more than R300 in order for you to collect your R100 in points and for the transaction to be considered successful.

What is the location of my points?

Log in to your account then navigate to VIP.

Your points will be shown next to your name!

How long would it take for my points to display in my account?

After the return window closes, points will be credited to your account two weeks later.

How do I get my points back?

Click on "VIP" from the main menu, then "Rewards" to redeem your points. Scroll down to "Redeem Rewards" and select the reward you'd want to redeem; the item will be added to your basket. Depending on the goods or your discount vouchers, you can also redeem incentives at check out. Please keep in mind that you can only redeem one item per purchase. However, only one item and one discount voucher can be used at the same time. Good luck with your redemption!

What should I do if I don't believe my points are being displayed correctly?

Don't be shy; we'd love to talk to you! Please email us at support@shoplashnetix.com to let us know what's going on.

What should I do if I don't believe my points are being displayed correctly?

Don't be shy; we'd love to talk to you! Please email us at support@shoplashnetix.com to let us know what's going on.

Is it necessary for me to make a purchase in order to spend my points?

Yes, in order to redeem your points or a free goods, you must make a purchase.

Is it possible to redeem numerous products at once?

You can only get one free product per purchase, unfortunately.

Can I use my discount vouchers and redeem my purchases at the same time?

Yes, you can redeem one free product each transaction and use your discount certificates. Both can be redeemed at the time of checkout.

Is it possible to return or exchange a product purchased with my loyalty points?

Yes, you will receive your points back if you return your entire order. Your points will not be returned if you receive a partial refund because they were deducted from the total order.

Is it possible to return or exchange a product purchased with my loyalty points?

Yes, you will receive your points back if you return your entire order. Your points will not be returned if you receive a partial refund because they were deducted from the total order.

What is Double Points Day, exactly?

Do you enjoy spending and earning rewards even more quickly? When you spend on Double Points Day, we will double the points in your account! You gain 2 points for every R1 you spend on Glam Bae. You gain 6 points for every R1 you spend on Glam Princess. You gain 10 points for every R1 you spend on Glam Queen.

When is the next Double Points Day?

It's really unexpected! However, we strongly advise you to join our VIP Rewards.

Order status & Tracking

When will I receive my order?

All of our orders are received by and delivered out of our warehouse within 48 hours. Shipping usually takes about 2-7 business days to deliver from the time it leaves our facility. **Due to COVID-19, shipping carriers may be experiencing delays

Holiday and Promotional Shipping
High order volume could lead to delays in shipments during the Holidays. If you do not get a shipping confirmation email after five business days of placing an order, please reach out to us at support@shoplashnetix.com. We appreciate your patience and understanding

How do I cancel my order?

All orders are processed within 24 hours or less. If you would like to edit or cancel your order, you can contact us at support@shoplashnetix.com within 1 hour of order placement to cancel your order.

My tracking number is not showing any information.

In many cases the carrier will have delayed tracking updates, approximately 24-48 hours from the original scan of your shipment. If you have received a tracking number without movement beyond the 48 hour window, you can always send us an email to support@shoplashnetix.com.

TRACK YOUR ORDER HERE

Lash Info

How do I remove and clean my lashes?

Simply pull the false eyelash off and away from the eyelid. There will be no pulling of your natural eyelashes, but your Lashnetix lashes will be removed :) If you notice clumps from the eyeliner or mascara on the magnets, gently scratch it off with your nail on each of the magnets. To clean the liner off your eyelid use waterproof makeup remover, micellar water, or coconut oil.

 

What's in the eyeliner. is it safe and is it cruelty free?

The Lashnetix Eyeliner ingredients are all commonly found in makeup and skincare products & are cruelty free. The added ingredient that makes the eyeliner work is iron oxide. See below for the breakdown and the safety level of all ingredients as cited in EWG's Skin Deep Cosmetic Database. However, for the health and safety of our customers, we do not recommend any eye products to anyone with pre-existing eye conditions.*We strongly suggest that you try our products on a small patch of skin (other than the intended location), to test for any allergic reactions first. We also urge everyone to review our product ingredients first to avoid sensitivities.

Does the magnetic liner come with the lash?

Our magnetic liner does not come with the lash with the exception of our lash kits. Each kit offers a bulk discount for getting 2+ lashes and magnetic liner! Check our lash kits out here.

 

What is th elife span of the eyeliner and the eyelashes?

If you care for the eyelashes properly, they can last over 35+ times. Make sure you clean the magnets on the lash after every use and to magnetize it back into lash tray! Avoid water contact with the lashes as they will lose their curl and shape. The lifespan of the eyeliner is 6 months after opening.

 

Can I wear mascara with my Lashnetix magnetic eyelashes?

Yes, we recommend you apply mascara then curl with our Lashnetix eyelash curler before applying Lashnetix lashes so your natural eyelashes are more blended in with the lashes! We don’t recommend putting mascara directly on the mink lashes as it will distort the shape and form of the lash and shorten the lifespan of the lash.

 

How can I decide which lash style is best for me?

We actually have a lash guide here, you can compare and decide which lash works best for you!

How can I make sure that the lashes fit my eye shape?

We offer an array of lash styles with varying thickness and length. There are 10 small magnets on each of them capable of being cut down to fit any eye shape and size. Make sure no raw edges are at the edge of the lash after cutting.

 

How do I make sure my magnetic eyelashes stick to the magnetic liner better?

Apply an even coat of eyeliner, the same thickness as the magnets and make sure it's 80% dried before magnetizing lashes for optimal hold! If reusing lashes, you may have remnants of mascara or eyeliner stuck onto the tiny magnets. If you notice this, you can scratch it off with your nail or use makeup remover on a cotton bud or a makeup wipe and gently wipe it off.

 

What are the magnetic liners made of?

Our magnetic lashes are mink or faux mink lash style which is made from high quality synthetic fibres.

 

What are the magnetic liners made of?

Liquid Magnetic Liner: Iron Oxides (CI77499), Water, Dimethicone, Acrylate/Octylacrylamide Copolymer, Propylene Glycol, Butylene Glycol, PVP, Steareth-21, D&C Black No. 2 ( CI 77266), Sorbitan Sesquioleate, PEG-3 Sorbitan Oleate, Phenoxyethanol, Ethylhexyl Glycerin, BHT, Chlorphenesin, Fragrance, Iodopropynyl Butylcarbamate

 

Policies

Can I return or exchange?

Replacements

Customers are eligible for replacements when under the following conditions:
- Items are defective/damaged.
- Replacement has been lodged within 48 hours of receiving items.
- Customer has photographic proof detailing the damaged/defective items.

 

No replacements will be accepted after 48 hours of receiving your package. Please inspect your order upon receipt and contact us immediately if the item is defective or damaged.

 

Upon the receipt of your package, your products will be examined and subjected to approval within 7 working days.
If approved, we will notify you and ship your replacement within 3 working days.
If not approved, you will not be eligible for a refund nor a replacement.
Reasons for disapproval include damage caused by a customer and not that of a manufacturing defect.

 

Upon the receipt of your package you will be notified you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Returns/Refunds

We have a 5-day return policy, which means you have 5 days after receiving your item to request a return.
We do not offer full refunds. The amount refunded will be the amount you paid for the returned items, MINUS the DELIVERY COST (R170). SALE ITEMS, GIFT CARDS are ineligible for returns/refunds.

 

Products can only be returned if in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Used-looking products, or products damaged by the customer will be ineligible for a refund. You’ll also need the receipt or proof of purchase.

 

To start a return, you can contact us at support@shoplashnetix.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

 

Upon the receipt of your package, your products will be examined. If eligible a refund (MINUS DELIVERY COST) will be issued to your original method of payment within 14 business days.

Shipping Policy

South African Shipping

We accept all major credit cards as well as PayPal, Mobicredit, MoreThyme

Most orders ship out of our warehouse within 48 business hours. Standard domestic shipping takes about 2-7 business days for package delivery. Due to COVID-19, orders could experience shipping delays. 

LOST ORDERS OR TRACKING ISSUES

  • An order is considered lost if tracking never confirms package status as "delivered"
  • If tracking shows no movement or looks to be stuck after exceeding the appropriate amount of shipping days, then orders may be considered lost and a claim will need to be made

How many days following the last tracking update should I file my claim?

  • Domestic orders - 5 days
  • International orders - 20 days 

Claims for orders lost-in-transit must be filed no later than 30 days from the last available tracking update.