Refund and Returns Policy
We want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, please contact our customer support team. We offer a 14-day refund policy for eligible items. If you are not satisfied with your purchase, you may request a refund within 14 days of receiving the item. To be eligible for a refund, the item must be unused, in its original condition, and in the original packaging. Please make sure the items are in great condition when you receive your order, and if there is a problem, let us know right immediately.
Returns
After the item has been used or taken out of its original packaging, we are unable to give refunds or exchanges. Items must be delivered back to us undamaged.
Please be aware that because our eyelashes are individually handcrafted with love, there may be very few variations among them. Please be aware that this is not a mistake but rather a result of our personnel’s unique lash assignment of each individual hair.
Initiate a return
To initiate a return, please contact our customer support team to obtain a Return Authorization (RA) number and further instructions. Returns without a valid RA number may not be accepted. We may request photos or additional information to assess the condition of the item before approving the return.
The cost of return shipping
The cost of return shipping is the responsibility of the customer unless the return is due to a defect or error on our part. We recommend using a trackable shipping service to ensure that the returned item reaches us safely.
Shipping
Until it gets to us, you are responsible for the item. We advise you to send the package through a delivery service that insures you of the value of the products for your own safety.
Please avoid using courier services when returning items from outside the EU as there may be exorbitant clearance fees; we will either deny delivery or levy the amounts to you. We won’t accept packages that have duty charges on them, therefore make sure the value is stated as “ZERO” and “RETURNED GOODS” is CLEARY written on the customs form and the package itself.
Refunds (if applicable)
We will send you an email to let you know that we have received your returned item after it has been received and examined. The acceptance or denial of your refund will also be communicated to you by us.
Within a predetermined number of days of receiving your approval, your refund will be processed and a credit will automatically be credited to your credit card or original mode of payment.
Late or missing refunds (if applicable)
Check your bank account one more first if you haven’t gotten a return yet.
Then get in touch with your credit card provider because it can take some time for the refund to appear on your account.
Contact your bank next. Before a refund is posted, there is frequently a processing period.
Please email info@lashters.com if you’ve done all of this and you still have not received your refund.
Exchanges (if applicable)
At this time, we do not offer direct exchanges. If you wish to exchange an item, please follow the return process outlined above and place a new order for the desired item.
Only defective or damaged items are subject to replacement. Send us an email at info@lashters.com if you need to exchange it for an identical item.
The amount of time it takes for the exchanged item to get to you will depend on where you reside.
Incorrect Orders
If you receive an incorrect item, please contact us as soon as possible. We will work with you to resolve the issue and ensure that you receive the correct product.
Incorrect Address
Please notify us as soon as possible if the delivery address you provided is wrong so that we can make the necessary changes before your product is shipped. Once an order has been shipped, we are unable to amend the address; it is the customer’s obligation to verify that the information is accurate.
It is the obligation of the client who placed the order to try and retrieve the package from this location if the cargo has been dispatched before learning that the shipping address is inaccurate. The cost of re-posting the order, which will be billed upon receipt of the item, is the responsibility of the client in the case that the package is returned to us.
For whatever reason, Lashters maintains the right to refuse requests to resend packages in place of processing a refund to the original payment method.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately. We may request photos or additional information to assess the issue. In such cases, we will either provide a replacement or issue a refund, including any shipping costs incurred.