Welcome to Zivalash!

Refund Policy

All returns are refunded via store credit in the form of a Zivalash E-Gift Card. All purchases of eyelash trays and private logo labels  are considered Final Sale and cannot be returned for store credit or refunds.   

If your order has not been shipped, you may contact us for a full refund.

If we made an error in your order and would like to return your items to receive credit in the form of a Zivalash E-Gift Card, please send your item(s) back to our Warehouse in accordance with the following Return Policy:


• Items must be returned within 14 days of the delivery date.
• Zivalash reserves the right to apply a 50% restocking fee for Final Sale items.
• Returns are processed within 5-7 business days after your item(s) are received at our warehouse.
• Zivalash does provide pre-paid return labels.  Your refund will be minus the return postage.  

• Damaged, defective, or incorrect items must be reported within 2 days of delivery.  

(Note: If such items are not reported in a timely fashion, we will not issue store credit. Please email support@zivalash.com for assistance.)

-Partial orders may be shipped based on availability of products.  Once a partial shipment has been sent, and you decide that you do not want to wait on the remaining items to ship.  You must return the partial shipment for a store credit to be processed.  


Additional notes: Depending on the shipping method and carrier selected, your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.

Without proof of receipt and delivery, Zivalash will not issue store credit for your returns.

Once your return is processed, we will issue you store credit in the form of a Zivalash E-Gift Card for use on a future purchase. E-Gift Cards never expire, and are redeemable right away!

Returned to Sender & Refused Packages
This can happen if 1) an address is invalid or missing information 2) the carrier is unable to deliver your package 3) the order is refused by the customer at the time of delivery.

Returned to sender or refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.

Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Zivalash does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

Reserved Rights Regarding Returns

Zivalash reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:


• Potential fraudulent or criminal activity.

Similarly, Zivalash reserves the right to refuse service to any customer or entity, due to similar actions as noted above.

Eyelash Trays & Private Label
All eyelash trays and eyelash trays are considered Final Sale and cannot be returned for store credit.

Note:  Zivalash reserves the right to apply a 50% restocking fee so long as the item is sent back in accordance with our Return Policy and is in resalable condition.


Exchanges
Because we can't ensure our all eyelash styles will be available there may be a 14 day turnaround due to availability by the time their returned items come back to the Distribution Center.


Damaged Items
Should you receive a damaged item, please take a photo of the item which clearly displays the damage and email the photo to support@zivalash.com along with a description of the damaged item and your Order Number. Once we receive your email and assess the damage, we will contact you to determine the needed outcome.


Defective, Incorrect, or Missing Items
Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email support@zivalash.com within 2 days of delivery. Include a photo and description of the issue along with your Order Number to ensure a speedy resolution.

Returns by Mail
Contact Zivalash at support@zivalash.com and include your order number with your request.

Pack your item(s) securely in the original product packaging. All items must be returned in original condition (including all paperwork, packaging, and accessories).  You must contact us prior to shipping back you return. 

We do not accept COD deliveries; they will be rejected. We recommend sending your return via USPS Flat Rate with a tracking number and insurance, as we are not responsible for lost or stolen packages.


Send your package to:
Zivalash
3351 Corridor Marketplace, Ste 400-9
Maryland City, MD 20724

Store Credit
Store credit in the form of a Zivalash E-Gift Card will be issued for your return item(s) once your package is received and processed at our Distribution Center. Please allow up to 5-7 business days for our Returns Department to process your return once delivered. Your E-Gift Card covers the purchase price of each item and tax, if applicable. Zivalash does not issue store credit for the original shipping charges.

Zivalash reserves the right to apply a 50% restocking fee for Final Sale items. We will apply a 50% restocking fee to any stale item(s) sent back in resalable condition and in accordance with our Return Policy when processed at our Distribution Center. An E-Gift Card will be issued to you by email following our normal returns procedure.

Still Need Help? Contact Us at helloeyelashes@zivalash.com