Policies & Etiquette
Shipping Info
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Orders will be processed and dispatched within 1-3 working days after payment received.
Orders placed on Saturdays and Sundays will be posted on Monday/Tuesday.
When items are shipped in peak periods, the time will be prolonged according to certain situations, which may be beyond our control so please allow for extra shipping time during peak seasons.
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Refund & Return Policy
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Please contact us within 5 days of receiving your order. We accept returns of unused, unopened and unworn products in its original packaging included within 30 days.
The return window for a refund to original payment method is 30 days from date of purchase. Any returns requested for orders after this period will not be accepted. Orders placed with store credit can only be refunded in store credit. Clearance items and gift cards are non-refundable.
Disposables such as lash wands, lip wands, micro brushes, cleansing brushes, nozzle wipes, opened eyelash cleansers, beauty blenders, glue nozzle wipes are NOT eligible for return due to hygiene purposes. To our digression we may not accept the returns of some liquids if we can identify they have been used or opened due to hygiene and safety.
The cost of the return shipping is at the cost of the buyer not Platinum Beauty Co. Original shipping costs are non-refundable.
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Can I exchange?
In most cases, yes! If you would like to exchange your item, please contact us via text, call or email and we can see how we can assist. It is at Platinum Beauty Co disgression as to what items we will allow you to exchange. Items must be unopened, unused and unworn and in perfect condition with original packaging. If we can identify it has been used, open or worn and/or without original packaging we will not accept the exchange and will not refund. Some items we are unable to exchange due to hygiene.
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​Policies
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Our 'Lash Love' Guarantee​
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We’re confident that there’s a perfect set of lashes for everyone and that is why we created our ’Lash Love’ Guarantee. If you’re not happy with your set for whatever reason, notify us in 24 hours and we will make the necessary adjustments until you’re not only satisfied but delighted.
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Cancellations
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We require 24 hours notice if you have to cancel an appointment. If you need to cancel your appointment on the same day, you may be charged a late cancellation fee of $50.
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We accept cancellations by phone or in person.
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Late Policies
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ARRIVING LATE FOR APPOINTMENT
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Please notify us if you are running late for your appointment. Failure to do so may result in your service being altered to fit remaining time available.
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If you are at least 30 minutes late and we haven’t heard from you, your appointment will be treated as a NO SHOW and fees may apply.
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We Are Running Behind Schedule
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We respect your time, and try our best to keep our schedule running smoothly. Sometimes, we run into challenges with preceding clients that can’t be predicted. If we’re running behind, we will offer you a discount of 5% for every 10 minutes you wait.
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Change Of Service
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If at the time of your appointment, you decide to change your service to one that is shorter in time or lesser in value of $100, you may be charged a Change of Service fee of $25. This fee is for the allotted time that is lost that could have been an appointment for another client.
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If time permits, your service may be changed to one that is longer. Please ask your technician about this policy.
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If you need some assistance choosing the right set (lash appointments), check out our gallery for a little inspiration.
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No Show
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Please be courteous and notify us if you cannot make your appointment as we could of booked another client. Clients wants these appointments.
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1st No show – Free pass as we realize this sometimes happens.
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2nd No show – Fee of $50 and a deposit MUST be paid for next appointment.
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3rd No Show – Full payment of service will be required and you will not be able to book any further appointments.
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Payments
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We accept Visa, Mastercard, Debit Cards and Cash. Cheques and AMEX are not accepted.
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Refunds
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We do not offer refunds on services. We do however, offer a Lash Love Guarantee on all of our lash services (see Guarantee Policy). If you experience an allergy and are unable to wear the eyelash extensions applied, we will remove them free of charge and may offer a voucher for another service. Please see our ‘Allergies Policy’ for more details.
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Exchange Of Retail
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For sanitary reasons, products with a broken seal cannot be returned.
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Allergies
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If you experience an allergic reaction to any of the products used during a service, please contact us immediately for assistance in assessing the situation. 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. A patch test can be administered prior to the appointment. Simply phone or email us with this request. *Refunds are not given for allergic reactions, however, we will remove the lashes free of charge. Eyelash adhesives contain cyanoacrylates. See our refund policy.
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Parking
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We do not provide parking at our Pimpama location, although there is street and visitor parking.
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Bicycles
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We’re not equipped to safely store bicycles inside the boutique. You are more than welcome to park your bike on the driveway or front patio if available.
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Children
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We do not allow our clients to bring children to their appointments especially during very busy times as we may not be able to accommodate children in the treatment room and our team will not be able to provide supervision.
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Etiquette
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Prepare for your appointment by getting acquainted with our Platinum Boutique culture. The following has been put in place to assist us in providing a pleasant and enjoyable experience for everyone.
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Pets
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For sanitary reasons, pets are not allowed.
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Mobile Phones
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We ask that you turn your mobile phone ringer on silent in the treatment room. Applying eyelash extensions requires concentration and ringing or vibrating phones can be a distraction to the technicians. It can also disrupt the experience of other clients. You are allowed your phone during teeth whitening appointments if they are on silent. We have Netflix and Music available.
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During your service, we also ask that you do not talk on your phone.
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Arrival
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Please arrive 10 to 15 minutes early for your appointment. This time is used to fill out necessary paperwork, cover any questions and/or remove eye makeup (before an eyelash appointment).
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For lash appointments - if the lash tech has to spend a lot of time removing makeup, it will shorten the amount of time for the actual application.
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Smoking
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Smoking on the premises is NOT permitted. Please be courteous by arriving to your appointment smelling smoke free as the smell will fill the treatment room and the odour may be hard to eliminate for the next clients after you as well as our staff.
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Gratuities
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Gratuities are not included in our prices, however they can be given through electronic payment or cash. The choice is yours and our super talented teeth whitening and lash technicians are always appreciative.
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Talking During Services
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We operate in an open concept environment and we enjoy pleasant conversation, we just ask that you respect the work taking place and speak at a lowered volume and that if you are booked in for teeth whitening that you remain quiet as the gel may move.
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We also ask you to be mindful and stick to topics that are neutral and refrain from topics that may be offensive.
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Code Of Conduct
Platinum Beauty Co is built on providing a safe, friendly and respectful environment. We therefore have zero tolerance for racism or discrimination of any kind. Also, we do not condone or take part in violent and disrespectful behavior against our staff or other clients of Platinum Beauty Co. We want a happy environment where everyone feels welcome and relaxed. Thank you.