We understand that returning products is a normal part of shopping online and can define part of your shopping experience. Please carefully read our Returns & Refunds Policy. If you are not satisfied with your product, we will be glad to help you return your product for a refund or exchange, when it falls within the guidelines below.
Please note: We take special care in packaging and shipping our products to you, to minimize any kind of damage during transit. If your Return Request is approved, then you will be responsible for returning the product in equivalent packaging that it was sent in - to minimize the chances of damage to the product during the return transit. If your return is damaged in transit during the return process, the customer will be held responsible for any/all damages.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
The customer is responsible for 2-way shipping charges, and a 25% restocking fee may be applied to any return.
To start a return, you can contact us at info@mytruelash.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@mytruelash.com.
Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If you receive a damaged product, please take any necessary photos that may be used in a claim against the carrier, if they are at fault.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. A credit or refund may be applied to your next order, depending on the Return/Refund status of your previous order.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
