I. ORDER POLICY
An order is processed only when payment is confirmed to be received. Our sales agent who has been discussing with you is responsible for informing you of your order status.
The production time for an order depends on its quantity and type as well as the production status of our factory. We will let you know the estimated time to complete your request. It can be about 2 days to 1 months
An order cannot be canceled by a customer once it’s been made. If in its absolute discretion, Kwin Lashes is prepared to accept a request for cancellation, the precondition is that the customer indemnifies the costs and expenses incur if it accepts the cancellation.
II. SHIPPING POLICY
When the order is ready to ship, our sale agent will contact you to confirm your shipping address. Any changes in the delivery address once the package is shipped shall be charged an Address correction fee issued by the courier.
Currently we recommend 2 shipping methods:
- Express shipping: DHL/UPS/FedEX (3-5 working days)
- Saver shipping: 7-10 working days
Both methods provide tracking to follow. Apart from the shipping service we recommend, you can absolutely appoint a shipping agent.
Missing/Damaged package
Kwin lashes shall take no liability if the order gets lost/damaged due to the courier’s mistakes. However, we are willing to help you contact the shipping agent to solve the problem. In the worst case the order cannot be found, we will help you claim compensation. In the event that the goods are damaged as a result of poor delivery service, the proof (pictures/video) of the damaged items must be submitted to us within 3 working days in order that we can make a claim to the shipping company. Any compensation amount will be completely transferred to the buyer.
Important note: The shipping courier may not compensate 100% real value of the order in the event that it gets lost. You can consider buying goods insurance if your order value is large.
III. REFUND
A customer can request a refund for the following reasons:
- Kwin Lashes fails to produce the order or takes too long to produce
In this case, the customer can request a full refund of (100%) the lashes value. Please be noted that customized boxes/label cards fees are non-refundable.
- Kwin Lashes delivers different items from what’s been agreed before
The customer has the responsibility to check the goods quality and quantity within 3 business days from the date he/she receives it. Should any defect or depreciation in terms of quality and quantity be found, the customer must contact our sales agent immediately with pictures and videos.
If the defect is in the materials and workmanship, we will discuss with the customer to find out solutions such as partially refunding, sending replaced goods, and a discount for next order. In case you choose to be refunded, the refunding amount shall be calculated by the value of the faulty goods.
If you have any more question, please contact us as following address.
