Queen Lash Return & Exchange Policy
At Queen Lash, customer satisfaction is our priority. We are committed to providing high-quality eyelash extension products and professional beauty supplies. We want every customer to shop with confidence.
30-Day Return Policy
Queen Lash accepts eligible returns within 30 days from the delivery date.
To qualify for a return, products must:
• Be unused, unopened, and in their original packaging
• Be in new and resalable condition
• Include all original packaging, accessories, and included items
Once your return is approved, you may choose:
• A refund to your original payment method
• An exchange for another eligible product
All returns and exchanges are subject to product eligibility and approval by Queen Lash.
Refund Policy
Refund to Original Payment Method
Approved refunds will be issued to the original payment method used for the purchase, including credit card, PayPal, or other eligible payment methods.
Refunds include:
• The eligible product purchase amount only
Original shipping fees are non-refundable for customer-initiated returns.
However, if the return is caused by:
• A defective product
• Shipping damage
• An incorrect item shipped by Queen Lash
Queen Lash will refund the original shipping fees paid when applicable.
Refund Processing Time
Once your returned item has been received, inspected, and approved, eligible refunds will be processed within 5–10 business days.
Please note that your bank, credit card issuer, PayPal, or other payment provider may require additional processing time before the refund appears in your account.
Exchanges
Eligible products may be exchanged within 30 days from the delivery date.
Products must:
• Be unused
• Be unopened
• Be in original packaging
• Be in resalable condition
The replacement product must be of equal or greater value.
If the replacement product costs more, the price difference must be paid before shipment.
Customers are responsible for return shipping unless the exchange is due to:
• An incorrect item shipped by Queen Lash
• A defective product
• Shipping damage
For approved exchanges caused by a Queen Lash error or product issue, Queen Lash will:
• Provide a prepaid return shipping label
• Cover the return shipping cost
Replacement items will be shipped after the returned product has been received and inspected.
Non-Returnable & Non-Exchangeable Items
For hygiene, safety, and product quality reasons, opened or used products cannot be returned or exchanged.
This includes, but is not limited to:
• Opened eyelash extension trays
• Opened eyelash extension adhesives (glue)
• Glue removers
• Lash shampoo
• Lash care products
• Lash serums
• Used tweezers
• Used tools
• Used accessories
• Other consumable beauty supplies
The following items are also not eligible for return or exchange:
• Clearance items
• Final sale items
• Special order products
• Custom-made products
Lash Adhesive (Glue) Policy
Eyelash extension adhesives are sensitive products affected by:
• Temperature
• Humidity
• Storage conditions
• Handling after delivery
Therefore:
• Unopened adhesives may be eligible for return within 30 days of delivery.
• Opened adhesives cannot be returned or exchanged.
• Customers are responsible for proper storage and handling after receiving the product.
Defective, Damaged, or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact Queen Lash within 7 days of delivery.
Examples include:
• Defective products
• Shipping damage
• Incorrect items shipped by Queen Lash
To verify the issue, we may request photos or videos of:
• The product
• The packaging
• The shipping condition
For approved claims, Queen Lash will:
• Provide a prepaid return shipping label
• Cover return shipping costs
• Refund original shipping fees when applicable
After inspection, Queen Lash may provide:
• A replacement
• A refund to the original payment method
Wholesale & Distributor Returns
Wholesale and distributor orders follow these guidelines:
Eligible unopened and unused products may be returned within 30 days from the delivery date.
Depending on eligibility, customers may receive:
• A refund to the original payment method
• An exchange
Customers are responsible for return shipping unless the return is caused by:
• A Queen Lash error
• A defective product
• Shipping damage
The following may be considered final sale:
• Bulk orders
• Discounted wholesale orders
• Special orders
• Custom orders
Defective wholesale products must be reported within 14 days of delivery and may qualify for replacement after verification.
Online Store & Retail Store Purchase Policy
Queen Lash online store purchases and retail store purchases are processed separately and follow different return and exchange procedures.
Products purchased through the Queen Lash online store must be handled according to the Queen Lash Online Return & Exchange Policy. Online orders cannot be returned, exchanged, or processed at Queen Lash retail store locations.
Products purchased at Queen Lash retail store locations must be handled directly through the original store of purchase and are subject to the applicable in-store return and exchange policy. Retail store purchases cannot be returned, exchanged, or processed through the Queen Lash online store.
To ensure accurate order verification and provide proper customer service, all returns and exchanges must be processed through the original purchase channel.
Queen Lash reserves the right to refuse returns or exchanges that are submitted through an incorrect sales channel or do not meet the applicable return and exchange requirements.
Return Process
Step 1
Contact Queen Lash Customer Support:
Step 2
Provide:
• Order number
• Product information
• Reason for return or exchange
Step 3
Wait for return approval and return instructions.
Step 4
Ship your approved return following the provided instructions.
Step 5
Once received and inspected, Queen Lash will process the approved refund or exchange.
Return Shipping
Returns Due to Queen Lash Error or Product Issues
If the return is caused by:
• A defective product
• Shipping damage
• An incorrect item shipped by Queen Lash
Queen Lash will:
• Provide a prepaid return shipping label
• Cover return shipping costs
• Refund original shipping fees when applicable
Customers only need to print the provided return label and send the package back.
Customer-Initiated Returns
If the return is due to:
• Change of mind
• No longer needing the product
• Ordering the wrong item
• Personal preference
Customers are responsible for:
• Return shipping costs
• Purchasing their own shipping label
• Providing tracking information
Queen Lash is not responsible for lost return packages without valid tracking information.
Lost or Delayed Packages
Once an order has been shipped, delivery times are controlled by the shipping carrier.
Queen Lash is not responsible for delays caused by:
• Weather conditions
• Carrier delays
• Customs delays
• Incorrect shipping addresses provided by the customer
• Events beyond our control
If tracking shows a package as delivered but the customer cannot locate it, customers should contact the shipping carrier first.
Queen Lash will reasonably assist customers with carrier claims when applicable.
Incorrect Shipping Address
Customers are responsible for providing accurate shipping information at checkout.
Orders shipped to an incorrect or incomplete address provided by the customer are not eligible for free replacement or refund.
If a package is returned to Queen Lash due to an incorrect address, customers may:
• Pay the reshipping cost
• Request a refund for the eligible product amount only
Original shipping fees are non-refundable.
Return Authorization Required
Returns must be approved by Queen Lash before sending products back.
Returns sent without prior authorization may be refused or returned to the sender.
Policy Enforcement
Queen Lash reserves the right to refuse returns or exchanges that:
• Do not meet the requirements of this policy
• Include opened or used products that are not eligible for return
• Appear to abuse the return or exchange process
Queen Lash also reserves the right to limit or deny returns, exchanges, or refunds for customers who demonstrate excessive return activity, fraudulent behavior, or misuse of this policy.
