Refund policy

30-day returns for unopened lashes

You may request a return within 30 days after receiving your order. To qualify for a change-of-mind return, lashes must be unopened, unused and unworn, in their original packaging, with any hygiene or tamper-evident seals intact. Please keep your receipt or other proof of purchase.

For hygiene reasons, opened, unsealed, used or worn lashes are not eligible for ordinary change-of-mind returns. This does not affect your rights if an item is faulty, damaged, incorrectly supplied or otherwise does not conform to your order.

How to request a return

  1. Email ohelenlashes@gmail.com within 30 days of delivery with your order number, the items you wish to return, your country and the reason for your request.
  2. Wait for our return instructions. For eligible approved returns, we provide a return shipping label and confirm the appropriate warehouse for your order.
  3. Pack the unopened items securely and use the label and instructions we provide. Keep your proof of posting.

Please contact us before sending a parcel so we can route it to the correct warehouse. Contacting us for instructions does not limit any applicable statutory cancellation or return rights.

Return addresses

United States returns:
TT MEDIA INC. / O'HELEN LASHES
3101 S Benson St
Chicago, IL 60608
United States

United Kingdom returns:
O'HELEN LASHES — UK warehouse
58 Cannon Grove
Leatherhead, KT22 9LS
United Kingdom

Use the warehouse address confirmed in your return instructions. For orders delivered to other countries, email us for the appropriate return destination.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, email ohelenlashes@gmail.com with your order number and details of the issue. Include photos if available so we can assess the problem and arrange an appropriate remedy. The unopened condition for ordinary returns does not remove your rights for faulty or incorrectly supplied goods.

Exchanges

To change to another style or pack size, contact us to request a return of an eligible unopened item. Once the return is accepted, you can place a separate order for the item you prefer.

Gift cards

Gift cards are not eligible for change-of-mind returns, except where required by applicable law.

United Kingdom and European Union customers

Where applicable consumer law gives you a right to cancel an online purchase, you may notify us within 14 days after delivery and then return the goods within the applicable legal return period. For UK customers, this is a further 14 days after notifying us. The statutory cancellation right may not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once their seal has been broken after delivery.

Our 30-day policy for eligible unopened lashes is additional to, and does not replace or restrict, your statutory rights. Where a statutory cancellation applies, we refund the amount required by law, including eligible standard outbound delivery charges, within the applicable legal deadline. We may withhold the refund until we receive the goods or evidence that they have been sent back, where permitted by law.

Refunds

We will notify you after receiving and inspecting your return. Approved refunds are made to your original payment method, normally within 10 business days, subject to any shorter statutory deadline. Your bank or payment provider may take additional time to show the credit. If more than 15 business days have passed since approval and you have not received your refund, email ohelenlashes@gmail.com.

Merchant and contact

O'HELEN LASHES is operated by TT MEDIA INC., 3101 S Benson St, Chicago, IL 60608, United States. The UK address above is our UK warehouse and return location.

For return questions, contact ohelenlashes@gmail.com.