Shop with confidence; hassle-free returns and exchanges are guaranteed! Shop with confidence; hassle-free returns and exchanges are guaranteed!

Returns + Exchanges

Refund Policy

At LASH LINE, our key promise to you is unparalleled quality and satisfaction. We're not just selling lashes; we're providing a professional tool designed by lash artists, for lash artists. We are so confident in our product that we offer a 60-day Satisfaction Guarantee. If you're unhappy with our lashes, we will give you a full refund, no questions asked.

Terms and Conditions:

  1. The LASH LINE Quality Assurance Guarantee is valid for a period of 60 days from the date of purchase. If you're not satisfied with our product, you can return it within this period for a full refund.
  2. To be eligible for a refund, the product must be returned to us. We do not cover the cost of return shipping.
  3. Upon receiving your returned item and processing the refund, you will be unable to reorder our lashes. This condition is in place to discourage misuse of our generous return policy.
  4. This guarantee applies only to the original purchaser and is not transferable.
  5. LASH LINE reserves the right to update or modify the terms of this guarantee at any time without prior notice.

*Excludes Ergo Beauty Bed

For returns, there will be a 15% restocking fee taken off of the refunded amount.
There is no restocking fee on exchanges.

 

Shipping Policy

The Lash Line team processes orders Monday through Friday, excluding major Canadian holidays.

Orders will be processed within 1-2 business days. Orders placed on Saturday and Sunday will be packed & shipped the following Monday

Orders are shipped from Lash Line HQ 

[3826 97 street NW Edmonton Alberta Canada T6E 5S8]

Support@lash-line.com

 

Lost or Stolen Packages

 Lash Line is not responsible for lost or stolen packages. Once the package has left our warehouse and has been given to the shipping company – it is unfortunately out of our hands.


We highly encourage you to consider adding "Route Package Protection" for free and hassle free replacement of lost or stolen goods. Simply add the insurance on your order at checkout. 

Please track your package and try to be as available as possible when your order is supposed to arrive, and ensure you are having it delivered to a trusted location. Once you have received your shipping confirmation, Fedex/DHL/Canada Post will have the most current information regarding your package. Please call Canada Post if you believe your package has been Lost or Stolen, and they can open a claim for you.

Return & Exchange Policy

We want you to love your products! Because of this Lash Line will accept products for return within 60 days of purchase with proof of purchase! The item will need to be brought back into the store, or shipped back at the customers expense. Once the item is received we will reship out your replacement product or issue a refund on UNOPENED products

For returns, there will be a 15% restocking fee taken off of the refunded amount.
There is no restocking fee on exchanges.

International

Lash Line is not responsible for any additional customs charges or fees once your package has left our facility. Any import duties, taxes or brokerage fees due at the time of delivery are the sole responsibility of the customer. 

If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipment costs.

Customers have up to 90 days from the order date to claim their package as lost in order to receive any sort of compensation regarding their order from the Shipping Company. Any issues regarding a Lost of Stolen package, please see the Lost or Stolen Package category above.

Training

All training courses are Non Refundable, including the deposit payment. Should you need to transfer to another date, a minimum of 72 hours is required, and a $250 fee will be applied. Training Courses are not to be transferred to another person.

No Showing your training will forfeit your spot, as well as your deposit of 50%. To re-enroll in a course after a No Show you will be required to pay an additional 50% fee -- So please don't no show! xx

Cancelling Orders

Any order can be cancelled at anytime without penalty until it has been packed/fulfilled. If the item has been packed or fulfilled there will be a 15% restocking fee taken off of the refunded amount.

Once an order has been shipped out – it cannot be cancelled.

If you think you have a defective product:

In the rare instance you may have received a defective product, please contact us immediately. Most lash items are HAND MADE and because of this – human error can occur.

Please send us a Video or Photo of the defective item, and ship it back to us at 

3826 97 Street NW Edmonton AB - T6E 5S8

 

SUPPORT TEAM EMAIL:  support@lash-line.com

PLEASE INCLUDE YOUR NAME, ORDER NUMBER, and RECEIPT/PACKING SLIP and CONTACT INFORMATION. Failure to provide contact information will affect your claim when we have no way of contacting you.

If we inspect the product and find a defect, we will cover the cost of shipping & replace the product or else give you a 100% refund.
Lash Line reserves the right to deny a defective product claim when we do not find grounds for a defect. 

Product Availability

In the rare instance that an item becomes out of stock after your order has been submitted, we will ship the rest of the items in your order and refund you for the out of stock item. You will always be notified about a refund via email and payment will be back on your card within 2-5 business days (depending on your payment method)