Terms & Conditions

Payment

Once a quote has been accepted, a 70% deposit of lash values and 100% label, packaging box & other fees (shipping, sticker, tape, etc) are required before producing. The remaining balance will be paid before shipping at least 7 business days. The available payment methods for purchasing our products from CharmLash are Western Union, KoronaPay, MoneyGram and Bank Transfer. Packing List, Packing Slip, Commercial Invoice and CO is provided before shipping.

Production

Once your order is verified and your payment is approved, the production will be started immediately. After finishing the production, we will inform you about the shipping cost and we will send the goods to you as soon as the payment is completed.

Cancellations

Order can not be cancelled after the deposit is paid in advance. We begin processing and fulfilling orders the moment you place to make sure we don’t miss your special notes or materials. If you have an order change, please contact to account manager within 24 first hours of submitting your order to see if they can edit. If we’re able to accommodate your request, we will be happy to do so. If you would like to add more items in your recent order, please make a new order with your account manager. However, the discount policy will be applied for each different order so maybe you won’t get the discount as your expectation in your additional orders. We would like to recommend that you place an order at one time to make sure the order will be processed correctly.
Damaged/defective products or incorrect quantities delivered

If you are not satisfied with your purchase, including issues with incorrect length, thickness, curl, materials, or tape, etc. We are willing to accept returns or provide a refund. However, it is required that all returned products must be in their original condition (including all packaging) and under unused condition. The goods must be sent back to us within 30 days of receipt. Please contact the customer service team via email at [email protected] or your account manager within 3-5 business days of receiving your order, providing the details of the product you are dissatisfied with. Our team will guide you through the process of returning the product or review. Products that do not meet your satisfaction will be eligible for a refund or exchange for an equivalent product, subject to approval through our review process.

If this is caused of courier (UPS, FedEx, DHL, local fowarders…), CharmLash will not take responsibility for this. Before shipping your order, our account team will inspect and send you all the documents related to the order, including packing list, invoice and shipment packing image to confirm that they are in good condition. Thus, we highly recommend that our customers purchase cargo insurance for their international shipments.

Returns

To initiate a return process for unsatisfactory products, customers are required to provide relevant product information to our customer service team or account manager. The team will then guide the customer through the return process. The return evaluation process typically takes at least 7 business days after receiving the information. *Please note that customers will be responsible for all shipping and customs fees associated with the return, We can not be held responsible for any loss and damage to the product incurred during the shipping process.

Refunds

Refunds will be processed for products returned to us within 30 business days of receiving products, after being checked carefully by relevant departments. Refunds will not be granted for products to have not yet been received by our warehouse, or that have been damaged or used. Once we have received and reviewed the returned products, refunds will be processed through Paypal or by bank transfer, depending on the circumstances of the return. Please allow 3-5 business days for the refund to be credited to your bank account, depending on your bank’s processing times. *Please note that shipping costs associated with the original order will not be refunded.

Exchanges

In case the returned product has been sent back and received at the CharmLash warehouse and the customer wishes to return it with a new product, we will proceed to remake all these returned products and ship them once completed according to the correct quantity of returned goods. The time required to remake the products may be up to 30 business days, or as agreed upon with the customer. Shipping costs associated with the exchange will be covered by CharmLash. In case the customer wants to add more products or change to another product that may be lower or higher than the return order value, we will calculate the cost of the shipment according to the actual shipment at that time. to credit or charge additional costs depending on the specific case.

After Sales Service

Available 24/7.

Discount

Sales policy will be changed depends on the time an order is placed. Please contact your Account Manager for further information. Thank you so much!