This Refund & Returns Policy explains how we handle returns, refunds, and replacements for sample orders, standard orders, and custom private-label orders.
We aim to ensure every customer receives high-quality products and excellent service.
1.Eligibility for Returns & Refunds
1.1 Sample Orders & Standard Non-Custom Orders
You may request a return or refund within 7 days of receiving your order, provided that:
The items are unused, unopened, and in original packaging.
The products are not damaged or contaminated after delivery.
A valid order number or proof of purchase is provided.
Note: For hygiene and safety reasons, opened eyelash products cannot be returned unless they arrived defective.
1.2 Custom Private-Label Orders
Because custom orders are produced specifically for each customer (custom logo, custom packaging, custom styles):
All custom orders are non-refundable and non-returnable after production begins.
If you need to cancel, you must notify us before production starts. Deposits are non-refundable once materials have been purchased.
We will provide production updates and confirmation steps to prevent any misunderstandings.
2.Damaged, Defective, or Incorrect Items
If you receive:
Missing quantities
Damaged products
Defective items
Incorrect style, curl, length, or packaging
Please contact us within 48 hours of delivery with:
Your order number
Clear photos or videos of the issue
Once verified, we will offer one of the following:
Free replacement
Partial refund
Full refund (if the issue is severe)
Coupon or credit for future purchase
Replacements for standard orders ship from our UK or USA warehouse when stock is available.
Replacements for custom orders ship from China.
3.Return Shipping
3.1 Customer Responsibility ：Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
3.2 Company Responsibility If the mistake is on our side (wrong product, damaged on arrival, manufacturing defect):
We will cover the return shipping costs or send a replacement without requiring a return (depending on the situation).
4. Non-Returnable Items
For safety, hygiene, and regulatory reasons, the following cannot be returned:
Opened eyelash products
Used lash tools
Custom private-label orders
Clearance or final-sale items
5.Refund Processing Time
Once your return is approved and the items are received:
Bank or PayPal may require additional time to reflect the refund.
Refunds will be issued to the original payment method.
Processing typically takes 3–7 business days.
6.Order Cancellation
6.1 Standard Orders
You may cancel before your order is shipped.
Once shipped, cancellation is not possible.
6.2 Custom Orders
Cancellation is only possible before:
Production start
Packaging design confirmation
Material purchasing
Once the process begins, deposits are non-refundable.
Need help?
Contact us at {email} for questions related to refunds and returns.