Frequently asked questions
Damaged or incorrect orders?
If your order arrives damaged, defective, or incorrect, please contact us within 72 hours of delivery.
Kindly provide:
- Email us at contact@thelashiva.com
- Your order number
- Clear photos of the item and packaging
We’ll get back to you within 1 business day, and once verified, we'll arrange a replacement.
What items are non-returnable?
Due to hygiene reasons, all opened or used lashes, adhesives and final sale items are non-returnable.
What is your return policy?
Due to hygiene and safety reasons, all beauty products are final sale once opened or used.
We accept returns only for items that are unused, unopened, and in original packaging, and the return request must be submitted within 15 days of delivery.
Can I return or exchange lashes after opening?
Unfortunately, we cannot accept returns or exchanges on lashes that have been opened, worn, or used.
This policy is in place to ensure hygiene and safety for all customers.
STILL HAVE QUESTIONS?
We’re here to help!
If you have any questions about your order or our return policy, please contact us at
We’ll get back to you as soon as possible.