How do I start a return or exchange?

Starting a return or exchange with Light Heart Lash is simple. Follow the steps below to get the process going.

Before you begin

Make sure your return is eligible:

Your order was delivered within the last 10 days
The item is unopened and unused with all original tags and labels attached
The item is not a sale item, digital product, or opened consumable

Not sure if your item is eligible? 👉 What is your return policy?

Step 1 — Contact us to start your return

Email us at help@lightheartlash.com with your order number and the item(s) you'd like to return or exchange. Have your order number handy — you'll need it to get started.

💛 More than 10 days have passed since delivery? Contact us directly at help@lightheartlash.com — we handle exceptions on a case-by-case basis.

Step 2 — Wait for approval

Once your request is submitted, our team will review it and you'll receive a confirmation email. Please allow a few business days for your request to be processed.

Step 3 — Receive your prepaid label

Once your return is approved, we'll email you a prepaid return shipping label at no cost to you.

⚠️ Your return label must be used within 7 days of issuance. Labels that expire will require a new return request to be submitted.

Step 4 — Ship your item

Pack your item securely in its original packaging if possible, attach your prepaid label, and drop it off at your nearest carrier location.

⚠️ Items returned in damaged condition due to improper packaging will not be eligible for a refund. Please pack carefully!

Step 5 — We'll take it from here

Once we receive your return we'll inspect it and notify you by email. From there:

Refunds are processed within 10 business days and issued to your original payment method
Exchanges ship as a new order once your return is approved