Return & Refund Policy

Return eligibility

You may request a return within 14 days after delivery for unused, unopened products in their original packaging and in resellable condition. Please include proof of purchase, such as your order confirmation or order reference.

False eyelashes are hygiene-sensitive products. Opened or used items are not eligible for a change-of-mind return where permitted by law. This does not exclude claims for defective, damaged, or incorrectly supplied goods, or any statutory return rights.

How to request a return

1. Email support@soyosee.com with your order reference, the email used for the order, the item you want to return, and a brief explanation.
2. For damaged, defective, or incorrect items, include photos of the item and packaging where possible.
3. We will review your request and provide the return instructions, the appropriate return address, and any applicable shipping-cost information. Please contact us before sending a parcel; the return address may differ from the dispatch address.
4. If a return is needed, follow those instructions and keep proof of postage and tracking until your request is resolved.

Return shipping and original delivery charges

For an eligible change-of-mind return, you are responsible for the return shipping cost and the original delivery charge is not refundable, except where applicable law requires otherwise. If an item is damaged, defective, or incorrect, contact us before sending it back; after reviewing the issue, we will arrange or reimburse reasonable return shipping where appropriate. Any approved refund will clearly state which delivery charges are included.

Damaged, defective, incorrect, or missing items

Please report an issue as soon as you discover it. We will review the order and arrange an appropriate resolution, which may include a replacement or refund. The unopened-product requirement for change-of-mind returns does not prevent you from reporting a fault. Do not use a damaged or potentially unsafe product.

Cancellations and address changes

Email us promptly if you need to cancel or change an order. We can cancel an order before it is dispatched and refund any payment taken for the cancelled order. Once an order has shipped, address changes or cancellations may no longer be possible; the return process above applies, subject to your statutory rights.

Refunds

We will email you the outcome after reviewing your request and, when required, inspecting the returned item. Approved refunds are issued to the original payment method. We will confirm the amount and when the refund has been submitted; the time for it to appear in your account depends on your payment provider and bank.

If an expected refund has not appeared, contact us with your order reference so we can check its status. Do not send full payment-card details.

Exchanges and your rights

Contact us before requesting an exchange so we can check availability and explain your options. A replacement is subject to stock availability. Nothing in this policy limits mandatory consumer rights, including any longer period or additional remedy required by applicable law.

For delivery information, read our Shipping Policy. For other questions, visit Contact Us.