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Terms & Policies

Refunds, Exchanges, Processing and Shipping Policies

Email Customer Support here:  thelashshop@stellalash.com

Refunds

Contacting The Lash Shop's Customer Support for approval is required before seeking refunds, exchanges and shipping items. Shipping details will be shared via The Lash Shop's Customer Support.

The Lash Shop Customer Support must be notified within 48 hours of your purchase for a refund. Otherwise - there are NO refunds. A receipt of your purchase ID and reason of issue/malfunction/damage to a product is required. Sending pictures of the damaged item directly to thelashshop@stellalash.com will speed up the process. Item must be unused, in the same condition received, and must be in original packaging. Partial refunds are applicable, contact The Lash Shop support for this inquiry.

After a refund approval is processed, a return label will be emailed within the next few days. Shipping via USPS Priority is recommended for efficient returns, a tracking ID will be asked for to verify shipment. Shipping costs of refunded/exchanged items are not covered by The Lash Shop. A 20% restocking fee will apply on returned items, negotiable with contacting our customer support about the restocking fee applied on your item(s). A credit will automatically be applied to your credit card or original method of payment, within 5 to 7 business days after approval.  All items, including items purchased as gifts, are refunded to the purchaser's account. 

Goods exempt from refunds, returns and exchanges are:

Items Purchased as Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift certificate with the value of your returned item. The gift certificate will be sent within 5 to 7 business days after refund is approved. 

Exchanges

Items considered for exchanges must strictly be defective or damaged. Contact The Lash Shop's Customer Support for additional inquiry on exchanges.

Shipping

Contact The Lash Shop's Customer Support for shipping details and labels. Shipping costs are non-refundable, and are notcovered by The Lash Shop. If you receive a refund, the cost of return shipping will be deducted from your refund. 

As with all shipping, exchanges and refunded items, allow 5 to 7 business days for processing.

If you are shipping items over $75, it is highly recommended to purchase a trackable shipping service or shipping insurance. Items not received by The Lash Shop for refunds and exchanges will not be processed.

Processed Orders

Orders placed by noon in Pacific Standard Time (PST) are packed and shipped Monday through Friday only. Most orders are shipped within 24-48 hours from the order date on business days. Orders placed on the weekend and select holidays are subject to additional waiting time for processing.

Overnight orders are not guaranteed next day shipping, it is recommended to order overnight shipping Monday through Thursday.

If we are unable to process your order due to inaccurate or incomplete payment information, your order processing may be delayed an additional 2 business days. Orders with out of stock item(s) may take an additional 5 business days to process and ship.

The Lash Shop is not responsible for lost or stolen packages, it is recommended to choose shipping with available tracking information. Once you have received your shipping confirmation, USPS will have the most current information regarding your package.