At Flawless Lashes by Loreta, your satisfaction is what drives us to ensure we do right by you through our entire range of products.

If you’re looking to return or exchange your order for whatever reason, we're here to help! You can return your product for store credit or a refund to your original payment method within 14 days of receiving your item(s).

What items can be returned?

  • Items that have been damaged during shipping, provided we’re notified within five working days after the parcel is received. (Please note that we have a right to ask for proof/photos.)
  • Items ordered by mistake, providing the packaging hasn’t been opened.
  • Faulty items. (Please note that we can’t check some items before shipping due to hygiene purposes.)
  • Items where you’ve simply changed your mind.

What items can be exchanged?

  • Unused/unopened items,
  • Faulty items.
  • Items damaged during transition.
Please note:
There might be an extra shipping cost if you would like to exchange a product because you’ve changed your mind or purchased the wrong item.

In what condition can items be returned?

  • Unused.
  • In original packaging.
  • Safely packed, to avoid any damage during transition.

How to initiate a return or exchange

Please ensure you contact our customer care team by email at to notify us of your return within five days of receiving your order.

Failure to do so may result in your return(s) not being accepted.

Customers are responsible for all return/shipping costs incurred when sending item(s) back for an exchange or refund.

Please ensure that you include your order number, name and contact details along with your return.


For refunds, you must return the item(s) to us in their original packaging and in fully resalable and/or unopened condition. The contents and quantity of the product must be as originally sold.

Shipping fee refunds

If item(s) are faulty or damaged during transition and you want to return the product(s), there are NO refunds on shipping costs paid at the time of your order in the following cases:

  • You have changed your mind and no longer wish to keep the item(s).
  • You have refused the package.
  • Late cancellation of your order e.g. after your items were fulfilled.
  • Your purchase qualifies you for FREE shipping but you have decided you no longer want the products. (Shipping costs will not be refunded as this service would have been FREE. This is the case even when the item(s) you have received are faulty.

To clarify, you will need to pay shipping fees if:

  • You changed your mind and would like an exchange.
  • Your parcel was returned back to us and you would like us to reship it to you.
  • Your purchase qualifies you for FREE shipping but you have decided you no longer want the products.

How long it takes to receive your refund

Refunds are issued once we have received your items back at our warehouse and they have been inspected by our team.

Please note that we will not refund any item(s) that have arrived in damaged or used condition.

Refunds can take up to 14 days. Money will be credited to your account, from which you made the original payment.

How we handle lost or damaged returns

We will not be liable for any loss or damage that may happen in transit as a result of your chosen courier.

We advise you to ship the package to us by recorded delivery and notify us when it’s been despatched.

Have more questions?

Contact our customer care team at