Returns Policy

Our returns policy

Due to the nature of our products and for hygiene reasons we DO NOT offer refunds/exchanges on items that have been opened or worn. In the unusual event that you receive an item that's damaged or faulty, we will of course exchange or refund this for you. If you receive a damaged/faulty item you must notify us in 7 days. Items must be returned to us in their original state. For returns based on unwanted items; you must return within 7 days of receiving the item.

Return qualifications

Order must be purchased from maialashes.com
Returned product must be associated with the original order number
Product must be unused & unopened
Product must be in original packaging
No visible signs of use (including lash glue) or any discrepancy with the product
Gift sets & kits must be returned in full
Final sale items cannot be returned

Defective or damaged product

If you receive any damaged or defective products, please address your concern to info@maialashes.com with the customer name, order number, invoice, packing slip and photo of the damaged or defective product(s) within 7 days from receipt date. We are unable to process any investigation or refund without these.

Maia Lashes can only accept orders placed on maialashes.com. If Maia Lashes considers the items damaged or defective, the product will be replaced. We must be notified of any faulty or damaged items within 7 days of receipt. After 7 days the item is only eligible for store credit. All shipments for the replacement products will be subject to the same shipping service selected for the original order. We will not upgrade shipping service and can only upgrade the shipping service with additional payment from customer.

Incomplete orders

If your package is incomplete, please send a photo of your entire order including the packing slip to info@maialashes.com within 7 days from delivery date. Once confirmed by Maia Lashes the missing item(s) will replaced.

Returns procedure

Submit return request: Email us at info@maialashes.com or fill out our contact form.
Send your unwanted items back to us: The item(s) is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Maia Lashes Ltd is unable to pay returns postage unless an item is the wrong item or faulty.
Approval and refund: 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.

Once your refund has been approved, we aim to process all returns within a few days of receiving them, and we’ll send you an email as soon as we’ve processed your refund.

During very busy periods, please allow a few extra days to receive your refund confirmation email.

Our UK returns address

Maia Lashes
PO Box 423
Loughton
IG10 9HU