Refund policy

We want you to feel confident ordering from Fleurelle. You may request a return within 30 days of delivery.

RETURN ELIGIBILITY

Because eyelash serum is a personal-care product used near the eyes, returned products must be unused, unopened, and in their original packaging with all seals intact.

For hygiene and safety reasons, we cannot accept opened, used, altered, or unsealed products unless the product arrived damaged, defective, or incorrect.

DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

Please inspect your order when it arrives. If an item is damaged, defective, missing, or incorrect, contact us within 7 days of delivery.

Include your full name, order number, and clear photographs of the product and shipping package. After reviewing your claim, we may provide a replacement, refund, or another appropriate resolution.

STARTING A RETURN

Before returning anything, email us with your order number and reason for the return.

If your return is approved, we will provide return instructions. Products sent without prior approval may not be accepted.

Do not return products to the address printed on the original shipping label. That address may belong to a fulfillment facility that cannot process customer returns.

RETURN SHIPPING

Customers are responsible for return shipping costs for preference-based returns. Original shipping charges are non-refundable.

If Fleurelle sent a damaged, defective, or incorrect product, we will provide an appropriate return, replacement, or refund solution after reviewing the claim.

REFUNDS

We will notify you after an approved return has been received and inspected.

Approved refunds are issued to the original payment method, generally within 5–10 business days. Your bank or card issuer may require additional processing time before the refund appears in your account.

CANCELLATIONS AND ADDRESS CHANGES

Contact us as soon as possible if you need to cancel an order or correct the shipping address.

We can only change or cancel an order before fulfillment begins. We cannot guarantee that a cancellation or address change will be possible.

Once an order has been processed or shipped, it must follow the return process described above.

FINAL-SALE ITEMS

Gift cards and products clearly marked “final sale” cannot be returned. Discounted products remain eligible only when they satisfy the unused, unopened, and sealed return requirements.