Refund & Returns

Every order is checked before it leaves us. If something is still wrong, this is how we put it right.

1. Defective or incorrect goods

Report the problem within 7 days of delivery. Send your order number, photographs of the goods and of the packaging, and a short description. Once we confirm the fault we will, at your choice, replace the goods or refund their value. Where a return is needed, we cover the return shipping.

2. Custom and made-to-order products

Styles made to your own specification – curl, length, thickness, private-label packaging or logo – are produced for you alone and cannot be resold to anyone else. For that reason they are not returnable for reasons of preference. They are fully covered if they are defective or do not match the approved sample.

3. Ready-stock returns

Unopened ready-stock items may be returned within 14 days of delivery for a refund of the goods, less shipping both ways. Items must be unused and in their original packaging. Please contact us first so we can issue a return reference – parcels sent back without one cannot be matched to an order.

4. How to start a claim

• Email support@pinkylash.com with the subject “Return – order number”.
• Include photographs and the quantity affected.
• Wait for our written confirmation before sending anything back.

5. Refunds

Approved refunds are issued to the original payment method within 7 business days of approval. Your bank or card issuer may need additional days to post the credit.

6. Cancellations

Orders can be cancelled in full before packing or production begins. Once a custom order has entered production, materials and labour already committed cannot be refunded.

7. Contact

support@pinkylash.com or (+86) 13156210902.