Refund policy

RETURN AND REFUND POLICY

Thank you for shopping with Eyelash Warehouse!

We want you to love your purchase. Please review our policy below to understand how we handle returns, damages, defects, and international duties.

All Sales Are Final

Due to health and safety regulations for personal care and beauty products, all sales are final. We cannot accept returns or exchanges for:

  • Change of mind
  • Opened, used, or unsealed items
  • Items without defects or damage

We are committed to resolving any issues related to damaged, defective, or incorrectly shipped items as outlined below.

Damaged or Defective Items

If your item arrives damaged or defective, we're here to make it right.

What qualifies as damaged or defective:

  • Product arrived broken, crushed, or unusable
  • Manufacturing defects (e.g., broken applicators, faulty packaging, product separation)
  • Items that don't function as intended due to a defect

To report an issue:

Email us at orders@eyelashwarehouse.com within 7 calendar days of receiving your order.

Include:

  • Your order number
  • Minimum of two (2) CLEAR photos of the damaged or defective item
  • A photo of the shipping label (if packaging was damaged)
  • Brief description of the issue

Our response:

We will review your claim and respond within 1-2 business days.

After review, if replacement or refund is warranted, we will:

  • Ship you a replacement at no cost to you, or
  • Issue a full refund if a replacement is unavailable

In most cases, you do not need to return the damaged item. If a return is necessary, we will provide a prepaid return shipping label.

Wrong Item Shipped

If we shipped you the wrong item by mistake:

  • Contact us at orders@eyelashwarehouse.com within 7 calendar days of delivery
  • Include your order number and a photo of the item received
  • We will send you the correct item at no charge and provide a prepaid return label for the incorrect item

Refund Processing

Approved refunds will be issued as follows:

  • Refunds are processed to your original payment method (credit card, PayPal, etc.)
  • Please allow 5–10 business days for the refund to appear in your account after approval
  • You will receive an email confirmation once your refund has been processed
  • Partial refunds may be issued if only some items in your order are damaged or defective

Order Cancellations

Before Shipment:

  • We are unable to cancel orders once they are placed, as processing begins immediately
  • If you need to cancel, contact us immediately at orders@eyelashwarehouse.com - we will do our best to accommodate if the order hasn't shipped yet

Pickup Orders:

  • If you do not pick up your order within 7 days of our ready-for-pickup notification, your order will be cancelled and refunded minus a $5 restocking fee

Shipping Issues

We are not responsible for:

  • Delays caused by shipping carriers
  • Incorrect or incomplete addresses provided at checkout
  • Lost packages due to carrier error (we will assist you in filing a claim with the carrier)
  • Packages marked as "delivered" by the carrier but not received (please check with neighbors and contact the carrier first)

What to do:

  • Please double-check your shipping address before placing your order
  • If you encounter a shipping issue, contact us at orders@eyelashwarehouse.com — we'll do our best to assist you!

For more information, please review our [Shipping Policy].

International Orders & Duties (U.S. Customers)

If you are located in the United States, please be aware that:

  • Your order may be subject to import duties, tariffs, or taxes imposed by U.S. Customs
  • These fees are not included in your purchase price or shipping cost and must be paid by the recipient upon delivery
  • We do not reimburse or refund any import-related fees, customs charges, or brokerage fees

If you refuse the package or choose not to pay the required duties:

  • Your order may be returned or abandoned by the carrier
  • We will issue a refund for the product(s) only
  • Shipping and customs fees will not be refunded
  • The refund will be processed once we receive confirmation that the package was refused or returned

We strongly recommend reviewing your local import regulations before placing an order.

For more information, please review our [Shipping Policy].

Promotions & Discount Codes

We may offer special discounts through promotions, referral programs, and email sign-up offers. Please note the following:

  • Discounts cannot be combined unless explicitly stated
  • Referral rewards and sign-up codes are for one-time use per customer
  • Discounts apply only to the product subtotal and exclude shipping, taxes, and tariffs
  • If you return an item purchased with a discount, your refund will reflect the discounted amount paid
  • Discounts may not be applied retroactively to orders already placed
  • We reserve the right to modify or cancel promotions at any time

Non-Refundable Items

The following are non-refundable:

  • Shipping fees (unless we made an error)
  • Gift cards or store credit
  • Downloadable digital products (if applicable)
  • Items marked as "Final Sale" or "Clearance"

Exceptions & Special Circumstances

We understand that unique situations may arise. If you have concerns not covered by this policy, please contact us at orders@eyelashwarehouse.com. We will review your case and work with you to find a fair resolution.

Contact Us

Have questions or concerns about your order?

📧 Email us at: orders@eyelashwarehouse.com
Include your order number in the subject line for faster service.

Our customer service hours:

  • Monday to Friday: 9:00 AM – 6:30 PM EST
  • Saturday: 10:00 AM – 3:00 PM EST
  • Closed Sundays and holidays

We typically respond within 1-2 business days.

Thank you for supporting a small Canadian business! 💖
We appreciate your trust and look forward to serving you again.