Refunds & Returns
All refunds are refunded excluding all shipping costs and fees. An additional 15% restocking fee may be an applied if any items are returned to us as damaged, used, and/or opened or removed from its original packaging. A FREE return label will be sent if your return/exchange request is accepted through our portal. Please continue to our Exchanges/Returns section for more information to know what items are eligible for returns/exchanges.
How do I get a refund for shipping issues (damages, loss, or theft)? Refunds are processed for shipping issues ONLY if Route shipping insurance is attached to your cart. If it is not, you will not be eligible to file a claim for replacements or refunds regarding shipping issues. We and our third-party companies have the right to refuse any refund or replacement requests. Please view our Shipping Policy for more information.
There is a 30-Day deadline to file claims with Route. If it is past that 30 Day deadline you will not be eligible to file a claim.
To file a claim with Route click HERE
What is Route? It is an insurance agency that works to help protect your package after departure. As a small business, issues caused during shipping can result in a bigger loss for us compared to larger companies. This is why we provide Route as it is a very quick and easy resource for receiving refunds or replacements due to damages, loss, or theft rather than going through the shipping carrier themselves. They will assist you with claims and provide the option for refunds or replacement, hassle-free. This option is conveniently attached to your check out. If removed you are held liable for damage, loss and theft. You will not be able to be refunded by route or NyNy Lash, you will have to go through your local shipping carrier to file a claim (which can be more stressful)
We highly encourage all customers to add Route shipping protection to their orders. **If you removed Route shipping protection from your order you will no longer be covered by NyNy Lash's shipping protection and you will not be able to file a claim with us for refunds or replacements. You will be held liable for anything regarding shipping claims if Route is not added to your order. Refunds or replacements are not issued if a wrong address is placed during checkout.
Claims can still be filed for USPS and UPS, however they require you to wait 15-60 days to file a claim upon delivery.
Please remember it can take some time for your bank or credit card company to process and post the refund too when receiving one from Route or the shipping carrier.
An item is LOST when it has not been updated by the carrier for more than a week after they scanned it in their system.
International
If you are international, you must file a claim directly with your local carrier. If you added route shipping protection you can file a claim through them as well. NyNy Lash is not responsible for any damages caused by shipping, lost, or stolen items. We conveniently add route shipping protection to your cart to help cover your packages during shipment. However, if you choose to remove Route from your order you are then held liable for any damages during shipping, lost, or stolen items and you will need to file a claim with the shipping carrier for any claims. You will not be eligible to file a claim with us for refunds if you remove route protection from your order. When filing a claim, you will be refunded by Route, USPS, or your local carrier directly for shipping concerns IF they approve you for a refund (excluding shipping costs)
We at NyNy Lash have the right to refuse any refunds or exchanges that are not within our policy and requirements.
I got the wrong item.
If you received the wrong item, send us images immediately to nynylashinfo@gmail.com so we can inspect the issue and do our best to help resolve it. You may also utilize our return and exchange portal. All returns and exchanges must be within our requirements to be eligible for a refund or exchange. (Continue below to Exchanges/Returns for the requirements)
Exchanges /Returns
You have 30 days upon delivery to request a return/exchange. Due to sanitary reasons, the item(s) must be undamaged, unused, and unopened in its original packaging. If a return request is made after the 30 days, it will not be accepted. Any refunds (minus shipping costs and fees) or exchanges will be made once the item(s) is returned to us and inspected for damages. An additional restocking fee of 15% will be applied to all returns that are inspected as damaged, opened, removed from its original packaging, or used.
* Items in our Little Mishap Collection are sold as is, by purchasing those items, you agree and understand that they are nonrefundable and nonreturnable/exchangeable.
Please contact us via email for more questions nynylashinfo@gmail.com.
We have the right to refuse any returns, exchanges, or refunds.
To start a Return/Exchange please click HERE
Carrier Returned Packages
If your package was returned back to us by the shipping carrier, we will only issue a refund for the item(s) itself (excluding shipping costs and fees) after we have inspected it for any damages. If the item(s) is damaged, used, opened, or removed from its original packaging you will be partially refunded for the damaged item(s) and/ or the items that were not damaged. (This is an additional 15% restocking fee.)
Sometimes items will be returned due to a wrong address input at checkout, no apartment number was labeled, the customer did not claim their package at the post office, the post office attempted delivery and the customer did not accept it, etc.
If a package is said to have “attempted delivery” the shipping service will notify you of it and will usually hold the package to be picked up at their office. If it is not picked up they will return it back to us.
***Please always double check your shipping information and always check the tracking number to ensure you are there upon delivery. Signatures are required at this time for packages if $80 or more.
Potential Scams
Unfortunately we have encountered scam messages requesting refunds for orders that were never placed. Please notice that we have the right to decline any refund requests if we suspect it is a scam and no order number, name, email, phone number, tracking info, and etc. is not found in our system and does not match any orders we have in our system. We have the right to refuse service to those who have repeatedly committed fraudulent chargebacks. We will cancel any orders (and may reach out via your contact info to ensure there is no fraudulent transaction) from customers who attempt to purchase and have been flagged as a potential fraud or who has previously done a fraudulent charge back to us. Those suspected of submitting a chargeback order will result in a ban from our store and we will cancel all future orders from those who have committed fraudulent chargebacks. This is to help protect us from scams and to protect you by making it possible for you to purchase from us. WE WILL IMMEDIATELY CANCEL ANY ORDERS THAT HAVE BEEN ALERTED AS HIGH FRAUD.
Route Information
Deadlines
How To File
To find the information on claims deadlines, how to file, and other information for other shipping services (UPS, USPS, DHL, ETC.) you must go directly to their own official websites. It is the customers responsibility to be aware of these deadlines and other information
