Where are you based?
We are based in Los Angeles, California :)
Do you ship worldwide?
No, at the moment we are only offering domestic shipping.
Shipping & Delivery
All orders are processed upon receipt. We try our best to get orders out immediately but please allow up to 1-3 business days for processing. Processing and shipping time estimates do not account for holidays or non-business days. Shipping costs may increase depending on weight, volume, postal code, and shipping method. Shipping method may be selected at checkout. Packages will be shipped in the order they are received. Remote areas may require additional time for delivery. Please note that shipping times are not related to processing times.
Incorrect Shipping Information
We are not responsible for packages delivered incorrectly or lost due to incorrect shipping information provided by the customer at the time the order is placed. If a package is returned to Undercover Lash due to an incorrect shipping address provided by the customer, then the customer will be responsible for the redelivery cost. When a package gets returned to us, we will issue a refund for the products the customer did not receive; however, please note that all original shipping costs are non-refundable. Lastly, we are not responsible for any lost or stolen packages CONFIRMED TO BE DELIVERED to your address by the USPS. Please contact your local post office to file a claim and open up an investigation as soon as possible.
Order Tracking
You’ll receive a shipping confirmation email with a tracking number as soon as your order has been processed. Please allow up to 24 hours for the tracking number to become active/update. If you receive your confirmation email after 2 PM PST on a Friday, please allow until the following Monday for tracking to become available.
Return Policy
We truly hope you are 100% happy with your Undercover Lash purchase!
Due to sanitary and health reasons, lashes are not eligible for refunds or exchanges.
If a product is defective or damaged, you must notify us WITHIN 72 HOURS of receiving your order to be eligible for a paid return shipping label from us. All lashes may NOT be worn or altered in any way to qualify for a refund or exchange.
Sale items, which includes items sold with a promotional code or marked down in price, are final sale.
How to return an item to Undercover Lash
After you have read the above, please fill out the Contact form on our website requesting instructions on how to return an item. Please make sure to include your order number on the subject line for faster service.
Returns Processing Time
Return Processing time: Once we have received your package, your return/exchange will be processed within 1-5 business days. You will be notified via email once your return has been processed. If you have requested a refund due to a defect, please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us (typically 2-5 business days). Original shipping charges are non-refundable.
Contacting Us
It's easy to contact us by sending an email to customer service at [email protected]. Our team is available Monday- Friday 10am PST to 5pm PST to answer any concerns.