We accept return requests within 7 calendar days from the date your order is marked as delivered.

To be eligible for a return, your item must:

• Be unused and unworn
• Remain unopened and in its original sealed packaging (where applicable)
• Be in its original condition and suitable for resale
• Include all original accessories, inserts, and promotional gifts (if applicable)
• Be accompanied by a valid proof of purchase or order confirmation
  

To initiate a return, please contact us via:

Email: thefactoriestudio@gmail.com

Please include:

• Your order number
• The reason for your return
• Supporting photos or videos (if applicable)
  

Once your request has been reviewed, we'll provide the return instructions.

Returns sent without prior approval will not be accepted.

We kindly ask that you inspect your parcel immediately upon delivery.

If you receive:

• A damaged product
• A manufacturing defect
• An incorrect item
• Missing item(s)
  

Please notify us within 48 hours after your parcel has been marked as delivered.

Your claim should include:

• Your order number
• Clear photos or videos of the affected item
• Photos of the parcel and shipping label
• Photos of the packaging
  

Once verified, we'll arrange an appropriate solution, which may include:

• A replacement
• Store credit
• A refund (where / if applicable)
  

Claims submitted after 48 hours may not be eligible for replacement, store credit, or refund.

Due to hygiene and safety reasons, we do not accept returns or exchanges for:

• Opened or used lashes or Unsealed products
• Opened beauty products
• Gift cards
• Sale, promotional, clearance, or discounted items
• Personalised or custom-made products

For hygiene reasons, lashes that have been opened, tried on, worn, or removed from their original packaging are strictly non-returnable.

Due to hygiene and quality assurance reasons, we do not offer product exchanges.

This includes (but is not limited to):

• Change of mind
• Ordering the wrong style
• Ordering the wrong collection
• Ordering the wrong quantity
• Preference changes after purchase
• Personal dislike of the style, length, curl, or appearance
• Incorrect selection made during checkout
  

If you'd like a different style, you're welcome to place a new order after your original purchase has been completed.

We encourage customers to carefully review product descriptions, images, measurements, and our Lash Personality Quiz before placing an order.

For hygiene and safety reasons, we cannot accept returns, refunds, or exchanges for:

• Opened eyelashes
• Used or worn eyelashes
• Products removed from their original packaging
• Opened beauty products or cosmetics
• Gift cards
• Digital products
• Sale items
• Clearance items
• Promotional items
• Discounted purchases
• Bundle deals
• Free gifts
• Group Buy / Special Discount Items
• Special Curated Items / Package
• Personalised or custom-made products
  

Any item that is not in its original, resalable condition will not be accepted.

We do not offer refunds or exchanges for:

• Change of mind
• Personal preference
• Ordering the wrong item
• Ordering the wrong lash style
• Ordering the wrong quantity
• No longer wanting the product
• Failure to read the product description before purchase
  

Please choose carefully before completing your order.

Once we receive and inspect your returned item, we'll notify you of the outcome.

If approved, your refund will be processed to your original payment method.

Please allow up to 14 business days for the refund to be processed.

Depending on your bank or payment provider, additional processing time may be required before the funds appear in your account.

Original shipping fees are non-refundable unless the return is due to an error on our part.

Unless the return is due to our error (such as receiving an incorrect or defective item), customers are responsible for all return shipping costs.

We strongly recommend using a trackable shipping service, as we're unable to process refunds for parcels that are lost during return transit.

Once an order has been handed over to our courier partner, delivery timelines are beyond our control.

The Lash Factorie is not responsible for:

• Delivery delays caused by the courier
• Failed delivery attempts
• Incorrect shipping addresses provided by the customer
• Parcels marked as delivered but subsequently lost or stolen
  

If you experience any delivery issues, we'll gladly assist you in lodging an investigation with the courier.

Please ensure your shipping details are accurate before placing your order.

If an incorrect or incomplete address is provided:

• We cannot guarantee successful delivery.
• Additional shipping charges may apply if the parcel is returned to us and requires reshipment.
• Orders returned due to an incorrect address are not eligible for free reshipping.
  

We begin processing orders as quickly as possible to ensure prompt dispatch.

If you wish to cancel or amend your order, please contact us immediately.

Once your order has been packed, processed, or shipped, we're unable to:

• Cancel your order
• Change your shipping address
• Amend the items purchased
• Combine multiple orders
  

While our products are made using high-quality materials, individual sensitivities may vary.

The Lash Factorie cannot be held responsible for allergic reactions or sensitivities resulting from the use of our products.

If irritation occurs, discontinue use immediately and seek medical advice if necessary.

To protect the integrity of our products and ensure fairness to all customers, we reserve the right to decline any return, refund, or replacement request that does not meet the conditions outlined in this policy.