Return & Exchange

RETURN POLICY

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

 

I ordered wrong products. What do I do?

If you found out you ordered the wrong products BEFORE your order is shipped (before you receive your shipping confirmation email with tracking number), you contact our customer support at info@veyelashfactory.com and we are happy to assist you with your request.

However, once the goods were shipped already, it's not possible to change your order from our end. Please contact our team at info@veyelashfactory.com once you receive the package so you can arrange return delivery immediately. 

If the products were wrongly ordered, returned to us unopened, unused, in perfect condition and within 30 days of the original delivery, we will issue the refund as your request. Please note that you will be responsible for the returning shipping cost. Glue is not the subject of a return due to its short shelf date which is 3 months.

If 30 days have gone by since your delivery' date, unfortunately, we can't offer you a refund or exchange.

I received a wrong product

If you receive the wrong products, please contact us within 10 days after the products are delivered to you. We will send you partial refund or replace the free ones.

I received a broken package

If your package looks broken, please take photos before opening it. Please check the inside goods, if any broken ones, please contact us within 10 days after the products are delivered to you. We will send you partial refund or replace the broken ones.

Return Address

Please contact our Customer service at emailto get the return address.

 

 

REFUND POLICY (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment less of the original payment, within a 2-3 business day.

Sale items: Only regular priced items may be refunded. Unfortunately, sale/promotional items cannot be refunded.

Exchanges: We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@veyelashfactory.com

If received a defective product and require a replacement product urgently (before we receive your defective product), you will need to place a new order for that item. Once the original defective product is received, a full refund will be issue back for the new order placed.

 

Late or missing refunds (if applicable) 

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and you still have not received your refund yet, please contact us at info@veyelashfactory.com