Return & Exchange Policy

This policy applies to wholesale, OEM, ODM, private-label, sample, and repeat-order transactions unless a signed contract, pro forma invoice, or order confirmation states a different term.

Because eyelashes are personal-care products and many orders are customized, eligibility depends on product condition, customization status, and the reason for the request.

Please report damaged, incorrect, missing, or quality-related items within 3 calendar days after delivery. Keep the original packaging, labels, cartons, and batch information until the claim is reviewed.

Requests made after this window may still be reviewed for traceable manufacturing defects, but replacement, credit, or refund decisions remain subject to our written confirmation.

Standard in-stock goods may be reviewed for return or exchange when they are unused, unopened, and in resalable condition, or when we confirm a quality issue, wrong shipment, or transit damage.

Private-label, OEM/ODM, customized packaging, used, opened, hygiene-compromised, clearance, and made-to-order goods are not eligible for discretionary return unless we verify a product defect or fulfillment error.

Contact our sales or support team with your order number, product code, quantity affected, photos or video, carton label, batch details, and a short description of the issue. You can also sign in and go to Profile > Orders, then click “Request return/exchange” on a completed order row.

We may request additional evidence or samples before confirming the resolution. Do not ship goods back until we provide written return instructions.

International shipping methods may include express courier, air freight, sea freight, or DDP arrangements depending on order size and destination. Freight, tariff, and tax amounts are shown as TBC during checkout and confirmed in the order confirmation or invoice before shipment.

For verified quality issues or fulfillment errors caused by us, we will confirm whether replacement shipping, credit, or refund support applies. For buyer preference changes or non-quality returns accepted by exception, return freight, duties, taxes, customs fees, and other local charges are normally the buyer's responsibility.

Approved resolutions may include replacement goods, remake, account credit, partial refund, or full refund depending on the issue, evidence, order type, and commercial agreement.

Refunds are processed back through the original or mutually agreed payment channel after approval and receipt of any required return goods or evidence.