Terms & Conditions

Cancellation Policy - Individual Service Appointments

Deposits are transferrable but non-refundable. 

If you change/alter your appointment and give us 24 hours or more in notice, you do not incur any cancellation fee. 

If you give less than 24hrs notice to change OR cancel your appointment OR do not attend your appointment at the time of your booking, you forfeit your deposit. 

Timing of appointments - Please adhere to your appointment time

We operate as an appointment setting business. This means that when you book your service with The Lip Lab, that time is set aside for you to experience the very best of our mixologists and our services. As with any business that operates on bookings instead of walk-in customers, for eg. hairdressers and beauticians, your service time has been set aside and there are appointments before and after you. Please be on time as we are unable to guarantee your appointment will go ahead if you are more than 10 mins late.

If you are more than 10 minutes late to your appointment, we will endeavour to complete your booking but not at the expense of other customers. We reserve the right to cancel your appointment and our cancellation policy as above will apply.

Gift Voucher Terms & Conditions

Gift Vouchers issued after Jan 1st 2020 are valid for 3 years from the date they were sold. 

Promotional gift vouchers (eg. purchased in a Black Friday sale) are valid for 12 months and are subject to restrictions, they may not be used to pay for special offers, or already discounted services or products. 

Vouchers may be redeemed for services other than what is listed on the voucher, in this instance the voucher reverts to a fixed dollar amount.

Group Bookings & Details

Group Packages require a minimum of three people. The store can host up to 25 people. When reserving a group booking, a 50% booking deposit is required. This payment must be made within 7 days of making the booking via an online deposit link or credit card, in store or over the phone. If the deposit is not made within 7 days of the booking, one reminder will be issued after which time, if the deposit remains unpaid, the booking will be cancelled.

Cancellations made with 14 days notice of the group booking appointment can claim their deposit as in store credit.

Cancellations made less than 14 days prior to the booking will not be entitled to a store credit or refund.

Returns Policy

Given the nature of a custom-made product, there can sometimes be faults that appear shortly after casting the lipstick. These issues will normally present within 7 days. If contacted within this timeframe, we can usually rectify the issue in store. No refunds will be given for change of mind. All efforts are made at the time of the appointment to ensure you are happy with your chosen product and shade.