Shipping & Returns

We want you to feel confident trying The Guideliner while keeping things safe and hygienic for everyone. That’s why we offer a 60-day returns and exchanges window, flexible store credit options, and free replacements if anything arrives damaged or incorrect.

Because our products are used on skin, our policy balances flexibility with hygiene requirements. Please read the details below before submitting a request.

60-day returns & exchanges on eligible items

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Free replacements if anything arrives wrong

Checkout+ includes free returns & exchanges

Return-ready eco packaging included

TryMe Kit

GuideMe Kit

G'fills (Guideliner Refills)

SampleMe Pack

EyeMatter + Accessories

Eligible for a return

hygiene reasons

Eligible for exchange

Guideliners only

hygiene reasons

Final sale

The GuideMe Kit & TryMe Kit only

Returns

Though we strive to be easier then free-hand drawing two symmetrical wings, like every new product, there can be a learning curve. That's why we give a 60 day return window & suggest watching all our tutorials before submitting a return.

Please note:

  • The GuideMe Kit is eligible for return if the oval pot of Guideliners, the WingWand and scissors are unopened and untampered with. Please don't include the practice Guideliners & applicator pack in your return.
  • The GuideMe Kit + EyeMatter Bundle is eligible for return if the oval pot of Guideliners, the WingWand and scissors are unopened and untampered with. Please don't include the practice Guideliners, the Applicator pack & EyeMatter in your return.
  • The TryMe Kit is eligible for return if the 12 sample bags, the WingWand, scissors & ONE applicator pack are unopened and untampered with. Please don't include the practice Guideliners, ONE Applicator pack & EyeMatter in your return.
  • A label + handling fee of $12.99 will be deducted from your return unless Checkout+ was selected at check out.
  • You can return your kit even if it was purchased using a discount code or on promotion.
  • Returns are subject to inspection & approval prior to issuing a refund or credit.

The GuideMe Kits & G'fills only

Exchanges

Didn’t nail the style first try? No stress, we offer a 60-day exchange window on Guideliners so you can find your perfect match.

  • The GuideMe Kit is eligible for exchange, Guideliners only. Tools and accessories are not exchangeable.
  • G'fills (Guideliner refills) are eligible to exchange for new colour, size or style.
  • In most cases your first exchange is free (even if you didn't selected Checkout+).
  • Additional exchanges may incur a label + handling fee unless Checkout+ was selected.
  • Items that come damaged during transit are eligible for a free replacement even without Checkout+.

shipping from Australia

Shipping

  • Orders are fulfilled within 1-3 business days. Please allow extra time for business periods.
  • Once your order has been dispatched, you’ll receive a tracking link via email so you can follow its journey.
  • We ship from our facility in Sydney, Australia using Australia Post then it gets passed onto your third party courier. Estimated delivery windows are:

- Express Shipping (Australia): 1–3 business days
- Standard Shipping (Australia): 2–7 business days
- International Shipping: 5–15+ business days, depending on destination.

  • Please note: Shipping timeframes are estimates provided by the carrier and may vary due to delays outside our control, including customs, political events, weather events, or peak periods. We are not liable for delivery issues caused by postal carriers, customs, or unexpected disruptions.
  • For US orders: All relevant declarations have been filled out. In the rare case that your order has been stuck on "International arrival - awaiting clearance" for a while then this means it's with United States Customs and Border Protection. Foreign customs matters are pursuant to laws and regulations between the addressee and their government and unfortunately has nothing to do with us. We will always help the best we can but you will need to contact them directly here. 
  • Please ensure that your delivery address is correct, as we are not responsible for orders shipped to incorrect addresses or left unclaimed and returned to sender. The cost of shipping for any re-shipments will be assumed by the customer.
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Checkout+

If you selected Checkout+ at checkout, you receive:

  • Free returns & exchanges (the label + handling fee is waived)
  • Shipping protection covers theft, loss or damage.
  • If shipping protection is selected, and your parcel is lost (confirmed by the courier), stolen, or damaged (the product is unusable) then we will replace and resend your entire order for free. Minor damage to packaging doesn't count as damage.
  • If shipping protection is not selected, we unfortunately cannot be held responsible for theft, loss or damage that may occur after your parcel leaves our facility.

Please treat our staff with respect. We are real people just like you.

Start a return or exchange

By placing your order, you confirm that you have read, understood, and accepted our Terms and Conditions as well as our Return Policy, and Privacy Policy. Have a question? Reach out to us at customercare@theguideliner.com