+ CAN I RETURN MY PRODUCT?
All returns must be processed within 30 days of receiving the order and the product must be unused and in the original packaging. You will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded. Please contact firstname.lastname@example.org to initiate your return.
+ WHAT’S YOUR EXCHANGE POLICY?
Unfortunately, we cannot accept product exchanges at this time. Please return your original item and place a new order for the new item.
+ HOW LONG DOES IT TAKE TO PROCESS A RETURN?
Credit card refunds take 5-10 business days to appear on your statement. If you are shipping the product to our fulfillment center, please allow 10 business days for the refund to show up on your credit card statement.
+ WHAT SHOULD I DO IF I RECEIVE THE WRONG PRODUCT?
If the product you received is damaged or not exactly what you ordered, please send us an email at email@example.com and we will correct your order at no additional cost to you.
+ WHERE SHOULD I DROP OFF MY RETURN OR EXCHANGE PACKAGE?
You can drop the package off at any UPS location or arrange a UPS pick-up.
+ PRODUCT SATISFACTION
If you are not completely satisfied with your Lash Star Beauty purchase, please return it for a full refund within 14 days of purchase. If 14 days have gone by since your original invoice date, unfortunately we can’t offer you a refund.
To return your product, please email us at firstname.lastname@example.org to initiate your return. Please include a return reason code in your email.
01: Product performance not as expected
02: Product shade not as expected
03: Other (please explain)
+ RETURN SHIPPING PACKAGING INSTRUCTIONS
We recommend using the original packaging to return you item(s). Include free item(s) received with your original order, if any. It is your responsibility to pay for shipping of unwanted product(s) back to us unless your order was damaged or not exactly what you ordered. You may use the carrier of your choice, but we strongly recommend using a traceable and insured form of delivery. Please retain the tracking number and a copy of this form for your records. We cannot be responsible for packages lost in transit without proof of tracking.
- Securely wrap the package and send your return to the address below via Fed Ex, UPS or insured Parcel Post from the US Postal Services for your protection and to ensure prompt credit. Lash Star Beauty is not responsible for returned articles lost during transit.
- Be sure to include your complete contact info with your return including your name, address, phone number, email address, and LashStarBeauty.com order number.
All returns should be mailed to:
Lash Star Beauty ATTN: Returns Department
28 Park Way
Upper Saddle River, NJ 07458
Please include a copy of the original order confirmation in the package.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit for a refund on the original purchase price, minus shipping, handling and other charges, will automatically be applied to your credit card or original method of payment, within 5 days.
+LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please email us at email@example.com.
+ ORDER CHANGES / CANCELLATIONS
Please email firstname.lastname@example.org immediately after placing your order if you need to edit or cancel your order.
Order cancellation requests will be considered but are not guaranteed. This is simply because we try to ship out orders as quickly as possible, and we cannot cancel an order once it has been dispatched. Once you have received your items, you may send them back for a refund as long as they are unopened and have not been used.
Once you receive a shipping confirmation by email, it means your order is already being processed and cannot be changed or cancelled.
Please note that the cut-off time to modify or cancel an order is by 4:30pm E.T. on the day the order is placed.
Questions or Comments?
Please visit our online FAQ or feel free to contact us via email at email@example.com. When emailing, please include your order number in the subject line so we can better assist you.
When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted and processed.
What forms of payment do you accept? We accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club credit cards, debit cards or pay via PayPal. Unfortunately, we cannot accept checks or money orders. At this time, we do not accept International credit cards.
What can I do if my payment is declined? Oh no! Here are a few things to check if your payment didn’t go through:
Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
Is your card expired?
Your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before trying your card again.
Where do you ship? Lash Star currently ships to the 50 states and Puerto Rico. You may experience longer delivery times when shipping to Hawaii, Alaska, and Puerto Rico. We currently do not ship to P.O./A.P.O. boxes or internationally but are working on bringing Lash Star Beauty everywhere around the world.
How will my order be shipped? We offer three shipping speeds:
UPS Ground (4-6 business days): $5.95
UPS 2nd-Day (2-3 business days): $12.95
UPS Next-Day (1-2 business days) $19.95
PS: Ground shipping is always free when you spend $25 or more. Please note, we only offer 2-Day and Overnight Shipping to the 48 contiguous states.
When will my order ship? Processing takes 1 to 2 business days (and orders placed after 12pm ET are processed the next business day). You’ll get an email with your UPS tracking number as soon as your package ships.
How long will it take to ship to Alaska, Hawaii, and Puerto Rico? You might experience a few extra days in shipping timelines. Shipping to these states will take about 11-15 business days.
I'm having problems with the tracking. Sorry about that! Please allow UPS 1-2 business days register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can at firstname.lastname@example.org
How can I edit my shipping address? If your order is shipping to an incorrect address, please email email@example.com as soon as possible. Please note that you must contact us before 4:30pm ET on the same-day as ordering to modify your shipping address.