Refund Policy

RETURNS

We want you to love your lashes and are here to help you troubleshoot any problems you’re having. We have put together video tutorials for you that can walk you through the application and removal process. We have a great list of Tips & Tricks you can review on our FAQ page. And if you are still needing more assistance, always reach out to our Customer Service Team for additional support. 

All unused items that are sealed in their original packaging are eligible for a return or exchange within thirty (30) days of purchase. To initiate a return or exchange, please email us at support@urbandoll.com. 

Customers must ensure that any items they are returning are in their original packaging. Items returned without the original packaging will not be accepted and will be shipped back.

Items that are NOT eligible for exchanges include: 

• Items purchased outside of www.urbandollzz.com or www.urbandoll.com; 
• Free gifts, sales, subscription orders or promotional items; 
• Store gift cards; 
• Items marked as “final sale”; 
• Kits or bundles must be complete and sealed to be eligible for a refund. We do not accept returns of partial Kits. 
• Shipping Charges, Package Protection or any final sale items are not refundable. 

EXCHANGES 

• All unused items that are sealed in the original packaging are eligible for an exchange within thirty (30) days of purchase. Exchanges will be sent out upon receipt of the original items. Please email support@urbandoll.com to initiate an exchange. 
• Items returned without the original packaging will NOT be accepted. In order to exchange items included in Kits, Customers must return the Kit in entirety with all items originally included. 
• Customers are only allowed to exchange their order once. Customers can only exchange for an item of equal value. If Customers choose to exchange for an item of greater value, they must pay the rest of the balance. 
• Exchanged items are not eligible for return or refund.