Shipping and Returns

 

SHIPPING:

Orders are processed and dispatched within 24 hours (Monday-Friday, excluding VIC public holidays). 
Shipping time frames are calculated from when the parcel has finished processing and the order has been dispatched.
Orders placed before 7am AEST are processed and dispatched same-day. 

During sale and busy periods, slight delays may occur.

Please note that Australia Post are currently experiencing shipping delays due to COVID-19. We are currently experiencing high order volume which may result in a slight dispatch delay.

AUSTRALIA 
All Australian orders are shipped from our warehouse in Melbourne, Australia. 
We use Australia Post for all orders. All parcels require signature on delivery. 

See below for shipping rates and time frames.

Standard Shipping (5-7 Business Days) FREE over $60, $7 for orders under $60.
Express Shipping (1-3 Business Days) FREE over $90, $10 for orders under $90.

Please note: Shipping times are an estimate only.

Authority to Leave:  Although we do not recommend leaving orders unattended if you will not be home to accept the delivery,  you can select the option "Leave it in a Safe Place" through your tracking link. This service is not guaranteed, and will be at the discretion of Australia Post as to whether there is a safe place to leave the parcel. 
By selecting this option and giving Australia Post authority to leave your parcel unattended, Holy Grail Cosmetics will not be able to offer any further assistance if your order goes missing or is subsequently stolen after it has been deemed delivered by Australia Post. 

NEW ZEALAND
All NZ orders are shipped from our warehouse in Melbourne, Australia. 
We use Australia Post for Express orders, and DHL ecommerce for Standard orders.
See below for shipping rates and time frames

Standard Shipping (5-7 Business Days) $10
Express Shipping (3-5 Business Days) - FREE over $150, $14 for orders under $150.

Please note: Shipping times are an estimate only.

Import Taxes & Duties
When ordering from Holy Grail Cosmetics outside of Australia, the recipient is responsible for the import fees and should comply with all laws and regulations of the destination country.
Customs policies vary widely from country to country. Please contact your local customs office if you would like more information.

Parcel Returned to Sender
If your order has been 'returned to sender', p
lease email us at support@holygrailcosmetics.com.au and we will be able to assist you.
Please check the address that you provided in your order is correct.

If you have provided the incorrect address, you will need to pay for the redelivery fees. Alternatively, a store credit or refund for the product will be issued. Shipping costs will not be refunded.
If your parcel is unclaimed at the post office and returned to us, we will issue you with a store credit or refund for your purchase. Shipping costs will not be refunded. 

Cancelling Orders/Changing Address 
Once your order has been placed, we are not able to cancel the order. 
Please check your address before placing the order. If you have entered the wrong address please email us immediately and include the correct address. 
We can not guarantee that the address will be changed. 

RETURNS:

General
Due to the nature of our products and for hygiene reasons we do not accept returns or exchanges. 

In the rare case that you receive a faulty or damaged product, please send a photo of the faulty/damaged item along with your order number to  support@holygrailcosmetics.com.au 
This must be reported within 7 days of receiving your order in order to receive a replacement. 

If you receive the wrong order/wrong item please report as soon as you receive your parcel. Send a photo of the shipping label, and the complete order. This must be reported within 7 days of receiving your order. 

Please note that our lashes are all handmade and can vary slightly from pair to pair. The discrepancy of hair placement does not constitute damage and instead is part of the unique assignment of individual hairs.

Allergy Returns
Allergy returns are only valid for cosmetic products that are applied to the face/body. 
In the rare event that you have a reaction to our product, please contact us at support@holygrailcosmetics.com.au along with your order number and photos/description of your reaction. 
* Shipping fees are not refunded for returns.