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Returns & Refunds
✓ 30-day return window
✓ Refund to original payment method
✓ No restocking fees
✓ Damaged or wrong items covered in full
✗ Opened cosmetics cannot be returned
✗ Return postage paid by the customer
Policy summary: You have 30 days from the date of delivery to request a return. Because we sell cosmetics, items must be unused, unopened and with any hygiene seal intact, in their original packaging, with proof of purchase. Return postage for change-of-mind returns is arranged and paid for by the customer. Items that arrive damaged, defective, or are not what you ordered are covered by us in full. Approved refunds are issued to the original payment method within 10 business days of our inspection. Your statutory rights under applicable consumer protection law are not limited by this policy.
01
Return Eligibility
We want you to be happy with your Curlashes order. If something isn’t right, you have 30 days from the date of delivery to request a return. Cosmetics carry hygiene restrictions that do not apply to most other products, so please read the conditions below carefully before you open anything. This is a voluntary commercial policy that operates in addition to your statutory consumer rights.
Eligible for return
Requested within 30 days of confirmed delivery
Unused and unopened, in the same condition as received
Any hygiene seal, shrink wrap or cellophane still intact
In original undamaged packaging with all inserts
Accompanied by proof of purchase or your order number
Items that are defective, damaged in transit, or not what you ordered
Not eligible for return
Requested after the 30-day window from delivery
Products that have been opened, swatched, applied or used
Items with a broken or removed hygiene seal
False lashes removed from their sealed tray, or worn
Items damaged by the customer through misuse or neglect
Items marked “Final Sale” at the time of purchase, and gift cards
Why opened cosmetics cannot come back
Makeup, skincare and lash products touch your skin, lips and eye area. Once a product has been opened or applied we cannot verify how it was stored or handled, and we will not resell it to another customer. This is standard across the beauty industry and it exists to protect you as much as the next buyer. If you are unsure about a shade or a formula, email support@curlashes.com before you order rather than after — we would far rather spend five minutes helping you choose than have you stuck with something you cannot send back.
Which products this covers
This policy applies across the full Curlashes catalog — lip makeup, face makeup, eye makeup, brushes and tools, skincare, mascara, false lashes, curlers, lash and brow serums, and lash care — subject to the eligibility conditions above and the non-returnable items in Section 05. Tools and devices such as eyelash curlers and brush sets are returnable if unused and still sealed.
02
How to Return
Please do not send anything back before contacting us. Items returned without a Return Authorisation cannot be accepted or processed, and we may be unable to recover them. Follow the five steps below.
Start your return by email
Email support@curlashes.com with the subject line “Return Request — Order #XXXXX”. Include your name, order number, the item you wish to return, and the reason. We respond within 24–48 business hours, Monday to Friday.
What happens next
We confirm whether your item qualifies, issue a Return Authorisation number, and send you the correct return address in writing. Return addresses vary by item, so always use the one we give you rather than any address printed on your parcel.
1
Contact support@curlashes.com within 30 days of delivery
Email us with your order number and the reason for your return before the 30-day window closes. The 30 days run from the date your delivery was confirmed, not the date you placed the order.
2
Receive your Return Authorisation number and return address
We will email you a Return Authorisation (RA) number and the exact return address within 24–48 business hours. Do not ship anything until you receive this confirmation. Parcels sent without an RA number may be refused by the receiving facility and cannot be refunded.
3
Pack the item securely in its original packaging
Repack the item in its original box or pouch with any inserts, and write your RA number on a note inside the parcel. Glass bottles, palettes and lash trays break easily in transit, so wrap them properly. Items that arrive back damaged because of inadequate packaging cannot be refunded.
4
Ship using a tracked service and keep your receipt
You arrange and pay for the return shipping. We do not issue prepaid return labels for change-of-mind returns. Use a tracked postal or courier service and keep your tracking number and proof of postage — the item remains your responsibility until it reaches us, and we cannot refund a parcel that never arrives and cannot be traced.
5
Receive your refund confirmation email
Once we receive and inspect your return, we email you to confirm whether the refund was approved. Approved refunds are issued to your original payment method within 10 business days (see Section 03 for the full timeline).
Return scenario
Return shipping cost
Paid by
Change of mind / wrong shade chosen
Customer arranges and pays
Customer
Item is defective or faulty
Covered if a return is required
Curlashes
Item damaged in transit
Covered if a return is required
Curlashes
Wrong item delivered
Covered if a return is required
Curlashes
Item not as described
Covered if a return is required
Curlashes
Original shipping charges
Where shipping was charged on your original order, that outbound shipping charge is not refunded on a change-of-mind return — the delivery service was provided. If the return is the result of our error, or the item was damaged, defective or not what you ordered, we refund the order in full including any shipping you paid.
03
Refund Processing
Once your return reaches us and passes inspection, your refund is issued to the original payment method within 10 business days. Processing times vary by payment provider. We do not charge restocking fees.
Our refund commitment
Every approved return is refunded in full to your original payment method — no deductions, no restocking fees.
We notify you by email once we have received and inspected your return, and let you know whether the refund was approved. If it was, the refund is issued automatically to the payment method you used at checkout. Please allow additional time for your bank or payment provider to post the credit to your account.
Credit & debit cards
Refund issued within 10 business days of inspection approval. Your bank may take a further 3–5 business days to show the credit on your statement.
PayPal & digital wallets
Refunds are returned to your PayPal balance or the original funding source, typically faster than a card refund but still subject to your provider’s processing time.
If your refund is late: if more than 15 business days have passed since we approved your return and the money has not reached you, email support@curlashes.com and we will trace it. Check your spam folder first — the refund confirmation email sometimes lands there.
Refund timeline from return receipt
1
Return parcel received at our facility
We email you to confirm your parcel has arrived. This is day zero of the inspection period.
2
Item inspection (1–3 business days)
We check that the item is unused, unopened, sealed and in its original packaging. You are notified of the outcome by email either way.
3
Refund approved and initiated
If approved, we issue your refund and send a confirmation email. If it is not approved, we contact you to explain exactly why and to discuss what we can do instead.
4
Payment provider processing (up to 10 business days)
Your refund is processed back to the original payment method within 10 business days of approval. Your bank or card issuer may add a further 3–5 business days before it appears.
5
Funds appear in your account
The refunded amount shows on your statement or in your wallet balance. If nothing has arrived 15 business days after our approval email, contact us and we will chase it.
04
Exchanges & Shade Swaps
The fastest way to get the shade or product you actually want is to return the one you have and place a new order, rather than wait for a swap to move through our system twice. Direct exchanges are possible in some cases, but a return and a fresh order is almost always quicker.
How a swap works
Request within 30 days of confirmed delivery
The original item must still be unused, unopened and sealed
Place your new order straight away so your preferred shade is not sold out while your return travels
Your refund for the returned item is issued once it arrives and passes inspection
If we shipped the wrong item, we send the correct one as a priority at no cost to you
How to request a swap
Email support@curlashes.com with the subject “Exchange Request — Order #XXXXX”. Tell us your order number, the item you have, and what you would prefer instead. We will confirm whether the item can be returned and what your options are before you ship anything back.
We do not issue store credit in place of a cash refund. If you would rather have the money back than a different shade, say so and we will simply refund you.
A swap only works on an unopened item
If you have already opened, swatched or applied the product, it cannot be returned or swapped for hygiene reasons, even within the 30-day window. This is the single most common reason a return request is declined, and it is why we would rather help you pick the right shade before you order. Send us a photograph of your skin tone in natural light and tell us what finish you are after — we will give you a straight recommendation.
Shipping on a swap
For a change-of-mind swap, you pay to return the original item and standard shipping applies to your new order, calculated at checkout as usual. Where the swap is the result of our error — wrong item shipped, defective product — we cover shipping in both directions and you pay nothing.
05
Non-Returnable Items
Some items cannot be returned or refunded because of their nature. Please review this list before you buy. If any of these items arrives defective, damaged or not as described, your statutory rights still apply in full — contact us at support@curlashes.com.
Items that cannot be returned
Opened or used cosmetics — any lipstick, gloss, foundation, concealer, blush, powder, eyeshadow, mascara, serum, cleanser or skincare product that has been opened, swatched or applied
Items with a broken hygiene seal — where shrink wrap, cellophane or a security seal has been removed after delivery
Used false lashes and applicators — lashes removed from their sealed tray, worn, or handled with adhesive or magnets
Used tools — brushes, curlers and applicators that have been used on the skin, lashes or brows
Final Sale items — items marked “Final Sale” on the product page at the time of purchase
Gift cards — non-refundable and non-transferable
What this does not affect
None of the above limits what happens if an item reaches you damaged, defective, leaking, expired, or is simply not the product you ordered. Those situations are covered in full under Section 06, whether the item is opened or not. The hygiene rules exist to stop used cosmetics being resold, not to avoid our responsibility when something is wrong with the product.
Important: statutory rights are not affected
These exclusions apply to our voluntary commercial return policy only. If an item is defective, faulty or not as described, your statutory rights under applicable US federal and state consumer protection law still apply. Contact us and we will assess your claim under the law that applies to you.
06
Damaged or Defective Items
If your item arrives damaged, leaking, past its date, faulty, or is not what you ordered, we make it right at our cost. Contact us within 48 hours of delivery for transit damage, or as soon as you discover a fault. These cases are handled entirely differently from a change-of-mind return — you will not be asked to pay anything.
Transit damage: report within 48 hours with photographs
Please inspect your order as soon as it arrives. If the outer packaging or the product itself is visibly damaged, email support@curlashes.com within 48 hours of confirmed delivery with photographs of the outer packaging, the inner packaging, and the damaged item. Photographic evidence is required to process a carrier claim, and late reports may not be eligible. Keep all packaging until your claim is resolved.
1
Photograph the damage before anything else
Photograph the outer packaging from several angles, then the inner packaging, then the product itself. If a bottle has leaked or a palette has shattered, photograph it exactly as it arrived rather than cleaning it up first. Keep all packaging materials until the claim is closed.
2
Contact us within 48 hours, or as soon as a fault appears
Email support@curlashes.com with the subject “Damaged/Defective Item — Order #XXXXX”. Include your order number, a short description of the problem, and your photographs. We respond within 24–48 business hours with next steps.
3
In most cases, you keep the item
For damaged or defective cosmetics we usually do not ask for the product back — your photographs are enough, and returning a leaking bottle helps nobody. If we do need the item returned, we cover the cost of that return in full. You will never pay to send back something that was wrong when it reached you.
4
Replacement or full refund — your choice
We will send a replacement of the same item, subject to availability, or issue a full refund to your original payment method including any shipping you paid. The choice is yours. Replacements are dispatched as a priority at no additional charge.
What we cover
Manufacturing defects and faults
Transit damage reported within 48 hours with photographs
Leaking, cracked or contaminated product on arrival
Wrong item or wrong shade delivered
Item significantly different from its description
Product past its stated expiry or period-after-opening date on arrival
What we do not cover
Normal use — a product finishing, drying out or wearing down over time
Damage caused by dropping, misuse, or storing a product in heat or direct sun
A shade that looked different on screen than in person
A texture that softened or thickened in transit and settles at room temperature
A product that did not produce the result you hoped for
Transit damage reported more than 48 hours after delivery
If a product irritates your skin or eyes
Stop using it immediately and rinse the area with water. Email support@curlashes.com with your order number, the product, and a description of the reaction, and we will look at it individually. A reaction to an ingredient is not a manufacturing fault, so it falls outside the standard returns rules, but we take these reports seriously and we will always discuss a resolution with you. If the reaction is severe, persistent, or affects your vision, seek medical advice first and contact us afterwards. We always recommend patch-testing a new product before full use.
07
Your Consumer Rights
Curlashes ships within the United States. Your statutory consumer rights under applicable US federal and state law apply in full and are not diminished or waived by this policy. Where your statutory rights are more favourable than our commercial policy, your statutory rights take precedence.
Important notice
Our return policy supplements, and does not limit, your rights under applicable consumer protection law.
The 30-day return window described here is a voluntary commercial policy offered by Curlashes. It operates in addition to any statutory rights you may have. Nothing in this policy constitutes a waiver of your rights under federal or state consumer protection legislation.
United States
FTC rules apply. There is no federal right of return, but our voluntary 30-day policy applies as described above. State consumer protection laws may provide additional rights depending on where you live.
United States
There is no single federal law requiring retailers to accept returns. The Federal Trade Commission (FTC) requires that any return or refund policy be clearly disclosed before purchase, which is the purpose of this page. Our 30-day policy is offered voluntarily and operates within applicable federal and state law.
State laws: certain states, including California and New York, have specific requirements about how return policies are disclosed. We comply with applicable state regulations in every state we ship to.
FTC Mail Order Rule: for online orders, FTC rules require us to ship within the stated timeframe or offer you a cancellation and a full refund. We comply with this requirement in full.
Cosmetics: the products we sell are cosmetics regulated under the Federal Food, Drug, and Cosmetic Act. They are not drugs, and we make no claim that any product treats, cures or prevents a medical condition.
08
Contact Us
If you have a question about a return, a refund or a swap, get in touch and we will resolve it as quickly and fairly as we can. There is no automated system between you and an answer.
Get in touch
We respond to every enquiry within 24–48 business hours.
Before escalating to your bank or payment provider, please contact us directly. We keep full records of every order and can usually resolve an issue far faster than a bank dispute, which takes 30–90 days and helps nobody.
Email us
support@curlashes.com
Response: 24–48 business hours, Monday to Friday
What to include
Your order number, the item concerned, and photographs if the product arrived damaged or is not what you ordered. One complete email gets you an answer in a single reply.
Registered address: Cancel Culture LLC, 30 N Gould St Ste N, Sheridan, Wyoming 82801, United States · EIN 001792795. This is our registered business address, not a returns address — please use the return address we send you with your Return Authorisation.
Need help with a return or refund?
Email us with your order number and we will guide you through it. We respond within 24–48 business hours, Monday through Friday.
support@curlashes.comThis policy applies to all orders placed on curlashes.com by consumers in the United States. Your statutory rights under applicable US federal and state consumer protection law apply in addition to this policy and take precedence where more favourable to you. Nothing in this policy limits any right that cannot be waived under applicable law. This policy is operated by Cancel Culture LLC, 30 N Gould St Ste N, Sheridan, Wyoming 82801, United States, EIN 001792795. Effective 18 September 2026.