FAQ | Vault Lash Supplies

What are your payment options?

We offer a range of various payment methods at checkout for all products we sell online

Windcave (Payment Express) - Debit & Credit Card Payments

Bank Deposit - Once confirmed at checkout, our bank details are emailed and you can make a manual bank transfer. This is reconciled at our end. Please email us your receipt.

Afterpay - Buy now pay later

Laybuy - Pay it off in 6 interest free weeks

Genoapay - Is no longer available as they closed down

Do you ship overseas?

We currently ship overseas to the Pacific Islands & Australia. We are now using DHL for international orders which is 2-5 business day delivery to delivery point.

What happens if my order arrives and contents are damaged?

If your order arrives and has damaged contents, please take photos of the damage and send us your order details. We only have 24 hours to make a claim with NZ post so in order for us to lodge a claim we need supporting information so we can be refunded and supply a replacement order to you.

If 24 hrs passes before we are not notified, we cannot supply a replacement.

What happens if an item is missing or I have received the wrong product?

It is really important upon receiving your order, you double check it is supplied correctly in full.

While we endeavour to get everything 100%, unfortunately from time to time human error can occur. Please notify us within 7 days of receiving your order of any discrepancies and please send us an email explaining along with supporting photos.

Our best email contact is info@vaultlash.co.nz

From time to time we may be out of stock of an item and will note this on the order picking slip and we will send item out when it is back in stock again.

How do we contact you?

We are best reached on email at info@vaultlash.co.nz

If you'd like to speak to someone, please contact us on 0800 683 789

Please don't message us about your order on social media as it proves too tricky to follow up and often the details are too vague for us to begin an investigation.

Can we return or swap products?

Unfortunately, we no longer accept returns or swaps of any products due to hygiene reasons.

We do not accept liability of adhesive performance unless there is clear signs it is faulty.

If product fault occurs, a full replacement will be offered.

How long will my order take to reach me?

If your order is placed before 2pm during Monday to Friday, it should leave us same day and theoretically reach you the following business day. Since Covid in 2020/2021, we have experienced the occasional delay in some depots around the country, which is why we state to allow 1-3 business days for your parcel to reach you, this includes rural.

For Saturday deliveries, please place these before 1pm on Friday.

What are your lashes made from?

Our lashes are made from the highest quality PBT fibres which allow them to hold their curl in the box for more than 12 months.

Who do I contact if I have issues with my order delivery?

Upon dispatch of your order we will send you your NZ Post tracking info. If you find you have not received your parcel, we stress you must check your letterbox and front/back door ways.

Alternatively you can send NZ post an enquiry via their contact forms online, or alternatively we can assist to follow this up.

Please ensure delivery instructions are left on your order so we can pass this on to the couriers for seamless delivery to your door.

All parcels are non signature per our terms and conditions. Vault Lash holds no responsibility for parcels left that are stolen or tampered with,