Orders are shipped as quickly as possible and cannot be cancelled once they have been submitted. Once you have received your items, you may send them back for a refund as long as they are unopened and unused.
Our system must verify that the address you enter during checkout is a valid address. If our systems detect an error in your address during processing, your order will be put on hold and we will email you, this could cause a delay during the processing period. So please double check your address during checkout!
We are not responsible for international customs, all custom charges are the customers responsibility. We are not responsible for contacting customs centers however we can help by filing a claim to USPS. If items are returned for any reasons any custom charges and/or shipping charges will not be refunded.
If you have a tracking number and you see that your order is not moving or in transit to you, or your tracking number says your order is delivered but you have not received the package you may file a claim with USPS here: https://www.usps.com/help/claims.htm
We recommend that you choose an insured shipping method to ensure your package will not get lost in the mail. All claims are customers responsibility with the carrier. We do not issue refunds when orders are lost in transit.
We are also not responsible for customer inputting the wrong shipping info.
Tracking is emailed to you the moment your order shipping label is printed. However, USPS does not update tracking for 24-48 hours after the initial scan of your shipment. We ask that you check back in 48 hours. If you still do not see tracking information within 48 hours after receiving tracking email please contact one of our Lash Experts at firstname.lastname@example.org.
Our distribution center hours are 9am-4pm EST Monday - Friday, we stop shipping out orders after 4pm EST. If you place an order on the weekend we will ship it out the next business day. Please note shipping times may be long during holidays or big promotions.
We only replace items if they are defective or damaged. You must report a damaged item within 1 day of when your tracking says you received your order by clicking here. You will receive an email to submit your picture proof.
All sales are final. Due to the nature of our product we do not offer refunds or exchanges, except in the case of receipt of damaged products. If you receive a damaged item please immediately send us a picture of your shipment box as well as the items that arrived damaged at email@example.com within 1 day of delivery.
If an item may be considered defective, please email firstname.lastname@example.org indicating your Name, Order Number, and A Photo of The Product. Defective items need to be addressed within 30 days from the day of purchased. If the product is deemed defective by us, you will be eligible for a refund or replacement of the same item.
Customers are responsible for the return-shipping fee, and it is not refundable. Refunds are made in the original form of payment and are issued to the person documented on the original order. Please note, we only accept returns from lillylashes.com orders. In case delay, lost or stolen packages, please fill out a claim at USPS.com so USPS may try to locate your order as soon as possible. Once a claim has been filed please send us the claim information and we will wait on the results of the claim before proceeding forward.
Processing time is 1-2 business days for regular orders and for Rush Handling order 24 hrs. All orders placed Fridays after 2 pm or during the weekend or Holiday will be processed the next business day.
For refuse packages the shipping fee will be charged to the payment form selected during checkout, and will be subtracted from any refund.
Incorrect Shipping information
Please understand that our system prints out shipping labels according to what the customers placed on their shipping and billing information. Our fulfillment team processes the orders right away. Please contact USPS to reroute your package in case of any error on shipping information. The Reshipment Fee in all orders returned to sender is $3. We cannot guarantee replacement of lost or stolen packages shipped.