We feel sorry that you're not 100% satisfied with the items you received, and we gladly accept returns and exchanges within 30 days of receipt for items in new condition and all original packaging include. Before you decide to return or exchange something, please read our return & exchange conditions carefully and make sure the items you want to return meets the following conditions:

 

Return & Exchange Conditions

1. You have 30 days to decide if an item is right for you, if not, you can certainly come to us within 30 days of receipt for most items in new condition.
2. Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged, washed or altered in any way.
3. We do not accept returned items that were sent back by you directly without checking with us first.
4. We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
5. We do not accept returns on custom items.

Note: The original shipping fee and insurance are non-refundable.

Once you've made sure you meet all of the conditions above, follow these steps:

1. Please contact our customer service service@mymodalash.com indicating your order number/order email address, the item(s) you would like to return/exchange, the related photos and the reason. We will get back to you within 3 business days. Your patience will be highly appreciated.
2. After receiving return instructions from us, please package up the item(s) to be returned with the original packing.
3. Most returns are processed within 5 business days after we receive your package. We’ll issue a refund to your payment account. Once your refund has been issued, you will receive a refund confirmation email.

 

How can I return items?

You may check out our Return Policy first, then drop us an email about which items you want to return.

Note: Item ID or SKU is needed, so that our agent can process your return request and offer the nearest return address to you.

 

What is the return address?

Please contact our customer service at email to get the return address.

 

How can I return/exchange items they are not as described?

You may check out our Return Policy first, then submit an email about which items you want to return with the following information.

1) The order number

2) The item's SKU number or product name or pictures

3) A description of the certain problems and some high-quality pictures

We will process your return request and offer the return address for you as soon as we can.

 

Can I exchange for other specification?

We accept return for refund or exchange within 30 days after delivery. Please note that exchange will need more days than processing a new order. Since it will be quicker for you to place a new order directly, we suggest you return for refund. Please submit an email to contact our customer service for further help.

 

What should I do if my refund is incorrect?

We’re really sorry if we’ve made a mistake with your refund!

If this is the case, please contact our customer service and we’ll try and sort it out for you as soon as possible.

The following may affect the amount you have been refunded:

The delivery charge, which is only refunded for canceled orders before shipment.

Any discounts that were applied when you check out, will not be refunded as you were not charged for this part.

 

What if I received a wrong /defective stained item?

We want to sort out any issues with wrong/defective/stained items straight away.

As soon as you discover a wrong/defective/stained item, please contact our customer service with:

1) The order number

2) The item's SKU number or product name

3) A description of the problems and some high-quality pictures

We'll get back to you as soon as we can.

 

What is the status of my refund?

Most returns can be processed within 5 business days after we receive your package. Once your refund has been issued, you will receive a refund confirmation email.

If you have chosen the refund to your credit card, the whole process may need 10-30 business days as you card bank need to process the refund to you. Please understand that we need to refund to your card bank first within 5 business days. But your card bank may need 10-30 business days to transfer the money to your card account. We can't control the processing speed of your card bank. Please ask the card bank for detailed information. We apologize genuinely for the inconvenience caused and thanks for your kind understanding.