OUR GUARANTEE TO YOU
We guarantee all of our work so long as correct pre/post care is followed. If you have issues with any service received, please let us know within 24 hours via email or sms and we will book you into the next available appointment time to fix it at no extra cost so long as all aftercare has been adhered to correctly.
We understand little issues can arise and this is a policy we’re proud to offer to all of our clients at Touch of Genius. We also urge you to make sure you are 100% happy before leaving too! If you have questions or concerns during your appointment please don't be shy to speak up. We understand that this is a creative industry and sometimes perceptions don't align, no offence will be taken. We want to build a trusting relationship with our clients & see you all happy.
*Please understand that we cannot guarantee work if pre/post care hasn't been followed as outside factors may cause variances to services out of our control. Please see wearing makeup to your appointment for more details regarding lash services.
As an independent Australian-owned business, we thank you for your consideration of our 24-hour cancellation policy. Our booking policy doesn’t only protect our business but also affects our affordability and ensures fair treatment to all our clients.
Please book carefully. No-shows and last-minute cancellations means that other clients cannot book into that time slot and it wastes the time and expertise of our highly trained professional therapists.
A non-refundable 30% deposit is required to secure all bookings. We understand that sometimes bookings need to be changed, so we allow booking changes as long as you give us 24 hours notice where your deposit will held for your next booking.
Please be courteous and notify us if you cannot make your appointment. If it is within 24 hours and you cannot attend your appointment, you may either send a friend or family member to take your slot, or forfeit your deposit.
A NO SHOW will result in your 30% deposit being forfeited
2nd NO SHOW will require payment in full for any service at the time of booking and will be forfeited should you no show again.
Messages left on Sundays or public holidays will only be regarded as lodged the morning of the next business day.
Any appointments with contractors will be paid directly to the contractor.
By confirming your appointments & online orders you accept the terms & conditions of Touch of Genius.
ARRIVING LATE FOR APPOINTMENT
Please contact us if you are running late for your appointment. Failure to do so may result in your service time being cut short to fit the remaining time available.
Please understand that even a slight delay can push our entire day of appointments back therefor if you are 15 minutes late and we haven’t heard from you, your appointment will be treated as a NO SHOW and your deposit will be forfeited.
WEARING EYE MAKE-UP TO YOUR APPOINTMENT
Please refrain from wearing eye make-up like Mascara, eyeliner or eyeshadow to your appointment.
We cleanse your lashes before application at every appointment however removal of eye make-up can take significant more time and will come off the time allocated towards your appointment.
Mascara residue may affect glue adhesion with lash extensions and the effectiveness of a lash lift therefore should this cause any issues this is not covered in our guarantee. Please refrain from wearing any makeup to your appointments.
We only use & source professional, safe products. If you experience an allergic reaction to any retail products or products used during a service or after, please contact us immediately and cease use of said product(s). Please note that opened/used products cannot be returned or exchanged for hygienic reasons but we will make a note on your file of your allergy and do our best to help you find a new product better suited to your skin.
If you’ve experienced allergic reactions to eyelash extensions in the past and think you may have an allergy to our products, please let us know before your appointment.
Please note, we refrain from removing the extensions if you have experienced an allergic reaction as the removal process can reactivate the product that has led to this outcome. Please seek GP assistance and medication and let the lash extensions fall off naturally.
Refunds are not provided on our services. We offer a Guarantee on all of our services (see above Guarantee Policy).
If you experience an allergy, Please let us know however we always recommend to see GP as soon as possible. Please see our ‘Allergies Policy’ for more details.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our shipping facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed - Shipments that go unclaimed are returned to our shipping facility and you will be liable for the cost of a reshipment (if and as applicable). For packages lost in transit, all claims must be submitted no later than 14 days after the estimated delivery date. Unclaimed returns get donated to charity after 4 weeks (28 days).
Returned by Customer - Any claims for misprinted/damaged/defective items must be submitted within 7 days after the product has been received via email to (email@example.com) and must include photos and a description of damages/defects. Each case is evaluated on an individual basis. The request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.
For sanitary reasons, products with a broken seal cannot be returned. Sealed goods, such as but not limited to face masks, intimate garments, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with sealed goods will not be available for reshipping and will be disposed of.
We do not accept returns of goods supplied that are made to the customers specifications or that are personalized. We do not refund orders for buyer’s remorse or incorrect size purchases.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Our fulfillment varies product to product depending on printing, importing, and customs and may range 6-27 business days. When we calculate the estimated fulfillment time, we take into account the current order volume and our capacity.
The estimated shipping time is calculated according to our historical shipping data for deliveries to your area or selling region.
The estimated delivery time is just an estimate, it’s not a guarantee. You can receive the order past the EDT for reasons, like:
Issues with print/embroidery files
Products being out of stock
Shipping related delays like failed delivery attempts, service disruptions
Delayed products held at customs
That being said, we’ll work our hardest to meet our delivery estimates. If you’re ever in a situation where you haven’t received the order and it’s past its EDT, please allow a few more days. Get in touch with us (firstname.lastname@example.org), we’ll check your order status and let you know how to proceed.