We are sorry your order didn’t work out!

You are welcome to return any unwanted and unused items in their original packaging within 30 days of receiving the items.

Returns and exchanges can be requested under the following conditions.

• Items must be unused and include all original packaging and do not affect secondary sales, we offer returns within 30 days, buyer pays return shipping.
• If item is defective, please contact us within 5 days of receipt and we will replace the item as soon as we receive it.

Returns or exchanges will be refused in the following cases

• Items that exceed 30 days or have been used will not be returned, defective items that exceed 5 days will not be returned, and items that have been used will not be refunded or exchanged;
• Returned items are incomplete or damaged in appearance;
• The product is not provided by us;
• The outer box is defective and returned for quality issues.

To initiate a return, please follow these steps:

• Contact our Customer Care team within 30 days of receiving your order to initiate the return. Providing additional details, such as the reasons for returning and any relevant pictures, will help us expedite the process.
• Our team will provide the return address after your return request is approved.
• We will process your refund within 2 business days after returned items is received and inspected. Refunds will be issued to the original payment method used for the purchase.

Note: Please contact our team first to obtain the return address. Unauthorized returns are not eligible for a refund.

Order Exchanges

If you would like to exchange for a different item, please follow the same return process above. Our team will confirm the exchange product and necessary payment adjustments after your exchange request is approved.

Once we receive your returned item, we will process the exchange and ship the new item to you within 3 business days.

If you want to cancel your own order, you have to inform us about it before the order has been shipped. A refund will be issued in 1 business days, and may then take up to 7 business days to reach your account, depending on your bank. Please note that we are not able to process cancellation once the order has been shipped.

Cautions

• Contact us within 30 days after receipt for returns and within 5 days after receipt for defective products.
• If the items is returned without quality problem, buyer pays return shipping.
• For returns with quality problems, we will pay return shipping costs.
• VIVIBELLE Lash will not be liable for any loss or damage Incurred as a result of the use of any chosen shipping service.