Refund & Returns Policy

REFUND & RETURNS POLICY

Returns
Due to hygiene reasons, we are unable to accept returns or exchanges on opened or used lash products.

If your order arrives damaged or incorrect, please contact us within 48 hours of receiving your order with your order number and clear photos. We will assess the issue and arrange a replacement where appropriate.

Items must be unused and in original packaging to be eligible for any return consideration.

Refunds
Refunds are only issued for items that arrive damaged, faulty, or incorrect.
Once approved, refunds will be processed back to your original payment method. Please allow 3–5 business days for processing.

We do not offer refunds for:

change of mind
incorrect application
normal wear and tear
delays caused by postal services

Exchanges
We currently do not offer exchanges for hygiene reasons.
Please ensure all order details are correct before completing your purchase.

Lost or delayed parcels
Once an order has been dispatched, KISTU is not responsible for delays caused by postal carriers.
If your parcel is lost in transit, please contact the shipping carrier directly with your tracking number. We will assist where possible.

PRIVACY POLICY

Personal information
When you make a purchase from KISTU, we collect personal information such as your name, shipping address, email address, and payment details. This information is used solely to process and fulfil your order and provide customer support.

How we use your information
We may use your information to:

process and ship orders

communicate with you regarding your purchase

provide customer support

send occasional marketing emails (if you opt in)

You can unsubscribe from marketing emails at any time.

Protection of your information
We take reasonable precautions and follow industry best practices to ensure your personal information is protected and not misused, accessed, or disclosed.

Payment details are processed securely through Shopify’s encrypted payment system. We do not store your card details.

Third-party services
We may use trusted third-party services (such as payment providers and shipping carriers) to operate our store. These providers only receive the information necessary to perform their services.

Your consent
By using our website and making a purchase, you consent to our privacy policy.

Contact
For any privacy or order-related enquiries, please contact us via the contact us page.
Sydney, Australia

 

Makeup products including eyelashes and compact powders on a black surface with 'KISTU' branding.

about KISTU

Refining the essentials of modern beauty.

KISTU was founded by makeup artist Kathy Truong after years of working closely within the beauty industry and understanding what artists truly need from the products in their kits.

What began as a search for reliable, high-performing tools evolved into a brand created to simplify and elevate the everyday experience of artistry and beauty.

With a strong focus on intention and quality, KISTU develops refined essentials designed to perform effortlessly — whether in a professional kit or part of a daily routine.

words from the community

  • “I’ve tried so many lash brands for my kit and KISTU has become a staple. The bands are lightweight, easy to apply and photograph beautifully on every client. They just make my job easier.”

    — Irene M., Makeup Artist

  • “These are the kind of lashes you keep reaching for. Comfortable, refined and they hold their shape so well throughout the day. You can tell they were designed by someone who actually works in the industry.”

    — Emily L., Makeup Artist

  • “Soft, flattering and effortless to work with. My clients always ask what lashes I’m using and I love that they look elevated without feeling heavy or overdone.”

    — Amy P., Makeup Artist
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