STORE POLICY
Customer service
Opening hours and orders
1.1 Our webshop is accessible 24/7. You can place an order at any time.
1.2 Orders placed on working days before 15.00 will be processed the same day. Orders placed after this time or during the weekend will be processed the next working day.
Payment methods
2.1 We offer the following payment options:
-Ideal
- PayPal
- Credit card (Visa, MasterCard)
- Klarna
2.2 All payments are processed securely through a third-party payment provider. We do not store any payment data.
Shipping Policy
3.1 We ship to all addresses within the Netherlands and Belgium. For international orders, please contact us for specific shipping options.
3.2 Shipping costs:
- Free shipping within the Netherlands & Belgium:
3.3 The estimated delivery time within the Netherlands is 2 working days, and to Belgium 3 working days.
3.4 Once your order has been shipped, you will receive a track and trace code to track your package.
3.5 We are not responsible for delays in delivery by the carrier, but we will do our best to ensure that your order is delivered on time.
Returns and exchanges
4.1 **Return Policy:** You have the right to return your order within 14 days of receipt without giving any reason, provided that the product is unopened and in its original packaging. This applies in particular to products such as eyelash glue and other products that cannot be returned if opened for hygienic reasons.
4.2 Exchanges: If you have received the wrong product, or the product has arrived damaged, please contact us within 7 days of receipt via info@velvetlashes.com to arrange an exchange or replacement.
4.3 **Return Charges:** The costs for returns are at your own expense, unless the product is faulty or incorrectly delivered. In that case, we will reimburse the return costs.
4.4 To register a return, please send an email to info@velvetlashes.com with your order number and reason for return. You will receive further instructions for the return.
4.5 Refund: Once we have received and verified your return, the full purchase price will be refunded within 14 days to the same payment method you used to place the original order.
#### 5. **Customer service**
5.1 Do you have any questions about your order or products? Our customer service can be reached at:
- **Email: info@velvetlashes.com
- **Phone: 06 28170660
5.2 We aim to answer all questions within 24 hours on working days.
Guarantee
6.1 We offer a two-month warranty against manufacturing defects of our DIY lashes products. This means that if there is a problem with the product due to a manufacturing defect, we will replace or refund it.
6.2 The warranty does not apply to damage caused by incorrect use, wear and tear, or careless handling of the products.
Product availability
7.1 We strive to keep all products in stock. If a product is temporarily unavailable, this will be clearly stated on the product page.
7.2 If a product turns out to be out of stock after your order, we will contact you to inform you of the estimated delivery time or to offer an alternative product.
Discount Codes and Promotions
8.1 Discount codes are only valid for the specified period and cannot be combined with other offers, unless otherwise stated.
8.2 Promotions are valid while stocks last and may be amended or terminated by us at any time.
Liability
9.1 We are not responsible for any allergic reactions or other side effects caused by our products. We recommend checking the ingredients and, if necessary, performing an allergy test.
9.2 If in doubt about the use of our products, we recommend that you contact a beautician, general practitioner or dermatologist.
Contact details
Company Name: Velvet Lashes
Address: Luitstraat 18, 1312 LJ Almere
Phone: 06 2817 0660
Email: info@velvetlashes.com
Chamber of Commerce number: 81908318
TW number: NL003618142B83