International/Domestic Shipping policy
We currently offer standard and express shipping worldwide on all orders excluding Canada due to current restrictions.
With the current Coronavirus situation, your delivery may take anywhere between 5 days – 3 weeks depending on location. However, we do our best to get your order to you as fast as we can.
Returns and exchanges
We offer returns on all orders within 14 days of delivery, provided the item and its packaging are in new condition. In the unlikely event that you have received a faulty product, we are able to provide either an exchange or a full refund of the purchase price. There are no returns for orders made by mistake. If you would like to make a return, please get in contact with our friendly staff by emailing us at support@thegroominglab.co, or through our contact form.
Unopened Products
Changed your mind? No problem! We will happily accept returns of UNUSED and UNOPENED products. Please note that we do not refund the original postage fees with the return. To return a product, please contact our customer service team with your order number and the item's details.
For change of mind on UNUSED and UNOPENED products, you may return the product up until 14 days from the delivery date. Please note that the unwanted item/s must be returned back to us in their original condition. Please read the returns process below.
1. Contact our customer service team and let us know that you would like to arrange a product return. We'll advise the best address for you to send the item back to.
2. Pack and seal the item/s in their original shipping package and post them back to us.
3. Provided that we receive the products in their original UNUSED and UNOPENED condition, we will arrange for the original purchase price (not including original postage fees) to be refunded to the purchaser's credit card or PayPal account. Please allow up to 7 days from the date we receive the returned goods for the refund to be processed.
order information
For any inquiries regarding an order you have placed, or for an order that you believe should've arrived, please view the questions below, or email the team at support@thegroominglab.co for help.
If you have made an order and can't find the order confirmation, please make sure you check your email promotion tab. If you still can't find the email, please contact support@thegroominglab.co.
Our warehouse team prepares and dispatches orders very quickly to meet our shipping cut-off times. However, if you need to change or cancel your order, please contact our customer service team with your order number and we will accommodate as quickly as possible. Typically, orders placed before 3pm can be changed before 3pm the same day. Orders placed after 3pm can be changed until 10AM the following business day.
We take great care when packing your items but things may go awry from time to time. If your order is missing an item, please contact our customer service team with your order number and the missing item's name. We will resolve the issue for you as quickly as possible.
This accounts for individual products that are missing from an order and excludes The Grooming Lab Co Beard Kit, as it comes with the exact items as we pre-seal the kit prior to shipment.
If you have received an incorrect or faulty product, please contact our customer service team with your order number and the details of what went wrong. We will resolve the issue for you as quickly as possible.
ORDER PAYMENT
You can pay for your order using Visa, MasterCard, and American Express debit and credit cards, as well as PayPal and Afterpay. If you are trying to use a discount code, please enter it into the Discount field on the Checkout page, and press 'Apply'.
If your card is authorised, payment will immediately be taken from your account and you will receive an order confirmation email. If your card is not authorised, payment will not be taken.
Yes, we have a minimum spend of $50 for any order using Afterpay.
Yes! Our site is built upon the secure Shopify platform that offers best-in-class security that is regularly updated to counter any new online threats. We do not store any credit card details on our site, so your information is always secure.
item pre-orders
For any questions relating to The Grooming Lab Co. items pre-order, refer to answers below.
Due to the large amount of volume and sales, the team has decided to give customers the opportunity to get their hands on our items before it is released to the wider public.
The team at the Grooming Lab Co. places orders in a queue where items are dispatched according to their position in the queue. Items are expected to be dispatched early October. Please allow time fluctuations due to the current Covid 19 pandemic and postal staff shortages.
Product guarantee
For any questions regarding our 150 day product guarantee, see below.
Our product gaurantee allows our customers to enjoy and use the product, and in the case of no results a refund would be made back to the customer. Though, there are a few steps the customer must follow to be eligible for this guarantee.
All customers must use the product for atleast 150 days after receiving the items. THe customer should also take weekly pictures of their beard and also forward all their images on a weekly basis to support@thegroominglab.co to ensure that the team has all the documentation on hand to monitor progress.
Failure to follow these steps will result in the product guarantee not being eligible.