Refund policy

Please be advised all items purchased are final sale. We do not offer any refunds or exchanges due to:

  • The nature of the products (hygienic reasons)
  • Once an order is placed, the order is automatically assigned shipping details to ensure efficiency for when the products are processed for shipment. We cannot issue a refund for orders that have already been assigned shipping details or processed.

We always ensure our products are in outstanding condition as we do double quality checks on all products before shipping out. For each and every order that we send out, we have a digital database taken during the packaging process to confirm that there are absolutely no missing or wrong product(s). This system ensures that you will indeed receive all of the products that you have bought.

Please be advised that our lashes are handmade and some may have a slight difference but the lash will overall be the same to its style. To avoid any disappointments, we highly encourage our customers to look at our different lash swatch photos before purchasing.

PACKAGE PROTECTION

To protect your package from potential theft, damages or loss we have automatically added Route Package Protection to your cart. This ensures that if you come across any problems, you are eligible to submit a claim to be reimbursed. If you do not have Route Package Protection in your order, you are waiving package protection. If any potential issues occur, you will have to accept these problems or get assistance from the shipping carrier in which they do not guarantee a solution.

*Once your package has been shipped out, we are no longer responsible for any new occurring damaged, misplaced, stolen or lost packages. Your package is in the responsibility of the shipping carrier once it leaves our facility. If you purchased Route Package Protection then you are guaranteed a solution under Route's policies.

*If the postal carrier confirms a successful delivery report and denies your claims, we are not held responsible in which we cannot issue any refunds, credits or reshipments.  

DIGITAL PRODUCT TERMS

By purchasing and downloading digital products (including the Digital Lash Lab Kit, courses, templates, graphics, and any other digital files), you understand and agree that:

  • All digital products are final sale — no refunds or exchanges are available due to the digital nature of the product and immediate access upon purchase.

  • Once a digital product is purchased (such as our digital lash lab kit or a course), you receive immediate access, so refunds are not possible after download or access begins.

  • You may use the digital content for personal and business purposes (e.g., client consultations, portfolios, social content), but you may not share, resell, or redistribute any part of the product or claim it as your own.

All content is © Volashes and protected under copyright. Unauthorized use or distribution may result in legal action.

LOST, MISPLACED, STOLEN OR DAMAGED PACKAGES

Delivered but Missing Package

  • Order issues for packages marked as "delivered" but are not received are considered stolen. There are cases in which some packages are marked as delivered but not received until 1-2 days after (this is due to incorrect tracking on the carrier's end). For confirmed stolen packages with Route Package Protection, cases must be filed 5 days after the delivery date but no longer than 15 days to ensure it was not mis-delivered or found around the premises

Damaged Items

  • Claims for damaged orders MUST be filed within 15 days of the delivery date

A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered and etc. Evidence of damaged items is required (photos and videos).

Packages Presumed to be Lost

  • A claim must be filed no sooner than 7 days after the last tracking update for US and Canadian shipments and 20 days for international shipments
  • The claim must be filed within 30 days from the last checkpoint 

Please file your claim here for assistance: https://claims.route.com/

 Estimated Delivery Date:

  • After 48 hours has passed from the estimated delivery date given by the carrier and no update has been given, this package will be presumed as "lost." 

Please file your claim here for assistance: https://claims.route.com/

Invalid Addresses or Delivery Barriers:

  • In the case of an invalid address or delivery barriers, the carrier may return the package to Volashes or reattempt to deliver the next day. If the package is returned, it is not deemed as lost and cannot be reimbursed. The customer will need to pay a return and re-shipping fee for the package to be redelivered to the correct address.

Packages Labelled as "Return to Sender:

  • Packages labelled as return to sender are not deemed lost as it is being returned. This is due to the customer inputting an undeliverable shipping address or refuses a delivery. 
  • For international orders where the order is labelled as return to sender: these orders do not get sent back, they are disposed by the carrier directly 

Order Stuck in Customs

  • Customers must pay the custom fees in order to receive the package. Our package protection cannot cover

Delivered to the Wrong Address

  • If the customer input the correct address at checkout and the package was delivered to the wrong address, this is considered as stolen and can be replaced by Route Package Protection

Refund (If applicable)

If you are eligible for a refund:

  • Depending on the situation, you may or may not be required to return your product(s) to us
  • You will be refunded with store credit or a refund (depending on the situation)
  • You are responsible for all return shipping fees and is not refundable  

For all inquiries, please contact us directly by email info@shopvolashes.com. We will gladly help provide a solution!