Refund policy
Returns
At [ LELASH ], we strive to ensure that you are completely satisfied with your purchase. You can easily return your LELASH products, no questions asked, within 7 days of receiving the order. That means you have 7 days after receiving your item to request a return.
We pride ourselves on hassle-free returns. However, the following conditions must be met due to the nature of our products and for hygiene reasons:
- To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, you may unseal the plastic bag to check the lashes but not the plastic box. Unfortunately opened or used products cannot be returned due to hygiene reasons.
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[Warranty Avoid] Sticker: For hygiene reasons, we cannot accept returns of opened or used items, [Warranty Avoid] Sticker is in unpeeled condition. There’s “VOID”text apprearing when the sticker peeled off.
- You’ll also need your order number and payment receipt.
- If refund was made, items with Free Gift will have to return together. Without all items would not be allowed to refunded.
- Returns that do not meet these requirements will unfortunately not be refunded. Note we reserve the right to reject returns that do not meet these conditions and/or which are not in the original condition in which they were received.
Returns Process:
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To start a return, please send your return and refunds application request via customerservice@lelashmy.com email and insert in the subject line of the email "RETURN REFUND" or [Whatsapp] . This should be sent within 7 days of receiving your order. Please include your order number and/or receipt & brief description for reason of return.
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Please attach images of the product in question & its original packaging.
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Shipping Costs: Unless the return is due to a damaged or incorrect product, the shipping fee for return of the products shall be borne by the customer. In all cases, we suggest using a trackable service as we are not liable for returns lost in transit.
- If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without approval from us will not be accepted.
Unless the product was faulty/defective, the amount of the refund does not include the original shipping cost (if paid) OR the shipping cost for the return of the product.
You can always contact us for any return question at customerservice@lelashmy.com.
Unfortunately, we cannot accept returns on: items purchased with reward points or discount codes or gift cards.
Defective or Incorrect Orders
Within 7 days of receiving your defective/incorrect order, please send your request to customerservice@lelashmy.com 、 [Whatsapp]with the subject line “INCORRECT ITEM(S)/DAMAGED ITEM(S): [your_order_number] / [Courier Tracking Number]”
In the email, please include the:
- Order number
- In the case of damaged item(s) -full photo of the damaged item(s) with its original packaging & explanation of the damage
- In the case of incorrect item(s) - photo of the incorrect item(s) with its original packaging. Let us know what you should have received instead.
Please do not dispose of the items as in some cases you may need to return them (in unused condition with original packaging) to be eligible for a refund. The same Returns & Refunds process as detailed above should be followed.
Gentle reminder that each of our lashes are handmade and minor discrepancies may occur. If the lashes differ from one another in regards to hair assignment, this does not constitute defective items - our lashes are designed to mimic natural lashes, after all! :)
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@lelashmy.com / [Whatsapp] .
As mentioned above, shipping and handling costs (for shipping to & from the customer, in the case of returned products) are not refundable unless your order is faulty or damaged.
Exchanges
We currently do not accept exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
