To be eligible for a return, your item must be unused and in the same condition that you received it. It must be in the original packaging and the seals can not be broken. We will refund or exchange an item if returned to us within 14 days from the day of delivery.
If you receive a damaged/faulty item, you must notify us within 48 hours from delivery. Due to sanitary and health reasons, opened lash packages and/or used lashes will not be eligible for refunds or exchanges. We process returns or exchanges within 2 working days.
Please note; Our lashes are handmade, therefore it's possible that you see minor differences between a pair. This is not a defect but caused due to the fact that the strip lashes were created with one hair at the time.
Additional non-returnable items:
* Gift cards
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to:
3013 AL Rotterdam
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to:
3013 AL Rotterdam
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. JENOLUXO will only provide a paid return shipping label if you received a wrong item (other than the one ordered), a defective or damaged item.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please note: The item is your responsibility until it reaches us. We recommend that you send the packge via a delivery service that insures you for the value of the goods and that also provides a tracking number.
If returning from OUTSIDE the EU please ensure that the value on the parcel is listed as “ZERO” and that you mention speficically: 'RETURNED GOODS' on the customs form and the package. We will not accept deliveries that require duty payments.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.