Exchanges
We only replace items if they have quality issues. If you receive your item and found quality issues, send us an email with images or videos at contact@mlen.shop as soon as possible.

If you wish to change the style before opening the box, we can return it for you and send you the design you prefer. You will have to pay the shipping charges to return your item as well as to receive the new one.

Returns
For health and safety reasons, we don’t accept returns on opened eyelashes. You can return your eyelashes if they are not opened and you have changed your mind.

Our policy lasts 15 days since you purchase it or 7 days since you receive it, whichever is longer. If 15 days have gone by since your purchase, or 7 days have gone by since you receive the product, unfortunately, we can’t offer you a refund or exchange.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

To be eligible for a return, the item must be unused and in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only store credit or partial refunds are granted (if applicable)
Any item is opened and used, or it’s not in its original condition, or it’s damaged or missing parts for reasons not due to our error.
Any item that is returned more than 15 days after delivery.

Order cancellation
If the payment was processed via PayPal, you may cancel the order for free within 24 hours by replying to your order confirmation email. Credit card payments incur a 3% – 6% gateway fee*, depending on whether the transaction is international. After 24 hours, you can still cancel it as long as the products have not been shipped out, but a 15% handling and processing fee and any applicable credit card gateway fees will apply. Once the product is shipped out, the order can not be canceled.

* The credit card company collects this fee once the transaction is successful. Unfortunately, this fee cannot be returned even if we initiate a refund or reversal.

* In some cases, your order has been shipped, but you may not have received a tracking number yet. This can happen because our packages go through large distribution centers where they are measured and processed before a tracking number is assigned. If the cancellation results in additional shipping expenses, such as the cost of retrieving the package, these charges will be deducted from the refund.

Refund for non-receipt or unauthorized purchase

If you have not received your package within 4 weeks, you may request a full refund by contacting us via email.

For delivery efficiency, our standard shipping does not require a signature upon delivery. If you prefer signature-required delivery, you may request it after placing your order by emailing us at contact@mlen.shop with the subject line “Signature Required.” A small service fee of 3–5% of the order total will apply.

Please note that for all orders, the risk of loss transfers to the customer once the carrier marks the package as delivered. We are not responsible for packages that are lost, stolen, or misplaced on the customer’s property after delivery, and such cases are not eligible for a refund.

Please note that MLEN is not responsible for replacing or refunding any packages that are delivered to an incorrect address provided by the customer, are refused by the customer (including refusal or failure to clear customs, we are not responsible for any customs fees once the items have shipped), are left unattended outdoors and subsequently lost or damaged, or fail to be delivered because no one is available to receive them.

MLEN will not be responsible for any issues arising from your failure to manage your payment information securely. This includes unauthorized use of your card by others or card loss.

Customers are responsible for providing the correct shipping/billing address, securing their payment information, and monitoring their account activity. If they suspect any unauthorized use of their credit card, they must contact us at contact@mlen.shop within 5 days of the transaction with the required documents and evidence. Please note that if the product has already been shipped, we can no longer issue a refund.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed. The credit will be applied to your credit card or original payment method within 7 days automatically.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@mlen.shop

Sale items (if applicable)
All sales and promotional items are final sales. Only regular priced items can be refunded, sale items or discounted items will not be refunded.

Package Not Received
For domestic orders, customers typically receive their packages within one week. For international orders, shipping may take a bit longer, especially if there are customs delays.

If you haven’t received your package within four weeks, please reach out to us. We will investigate with our shipping company and ensure the issue is resolved. If the package is confirmed lost, you will receive a full refund.

However, if you contact us after eight weeks from the order date, unfortunately, the shipping company only accepts insurance claims within eight weeks of shipment. This means that if we are notified beyond this timeframe, you would be responsible for any costs related to shipping damage or loss.

Return Shipping
You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Last Updated: 20 August 2022