For your lash clusters, press-on nails, makeup brushes, and cosmetic bags.
At Facelook, we want you to love your purchase. Because of the nature of our products, please read this policy carefully before requesting a return or refund.
1. Hygiene & Beauty Product Policy
Due to health and hygiene reasons, the following items cannot be returned once opened, used, or removed from their original sealed packaging:
- Lash clusters
- Press-on nail sets (once the tabs/adhesive backing is removed)
- Makeup brushes (once used)
This applies unless the item arrives damaged, defective, or incorrect — see Section 3.
2. Eligible Returns
Unused, unopened items in original packaging may be returned within 14 days of delivery for a refund or exchange. This applies to:
- Unopened lash and nail kits
- Unused brush sets (seal/packaging intact)
- Cosmetic bags (unused, tags attached)
Customer is responsible for return shipping unless the item was defective or incorrect.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or is not what you ordered:
- Contact us within 48 hours of delivery at [support email]
- Include your order number and a photo/video of the issue
- We'll send a free replacement or full refund — no return shipping required
4. Non-Returnable Items
- Sale or clearance items
- Gift cards
- Items marked "Final Sale"
- Any item returned after 14 days
5. Refunds
- Approved refunds are processed to your original payment method within 5–7 business days after we receive/verify the return.
- Shipping fees are non-refundable, except in cases of our error (damaged/defective/wrong item).
- We do not offer cash-on-delivery refunds — all orders are prepaid, and all refunds return to the original card/payment method.
6. Order Issues (Lost, Delayed, or Not Delivered)
- If tracking shows no movement for 7+ business days, contact us and we'll investigate with our shipping partner.
- Orders confirmed as lost in transit will be reshipped or refunded at our discretion.
7. How to Start a Return
Email [support@facelook.com] with your order number, reason for return, and photos if applicable. We'll respond within 1–2 business days with next steps.