Returns & Exchanges
ALL SALES ARE FINAL. All sales of our lashes, cosmetics, accessories, and bundles are final sale. Due to hygienic reasons, our items cannot be returned for exchange, credit, or refunds. We are sorry for any inconvenience this may cause.
If the item hasn’t been opened and you reach out to us within 5 days of receiving the package, we can accept returns and you will be eligible for store credit in terms of our loyalty points. All that we ask is for you to return the item in its original packaging along with your invoice or receipt. Please allow our Islay Connoisseurs up to 48 hours to approve this request.
A INR 150 processing fee applies to all India returns. All exchanges will be handled on a case-by-case basis.
Damaged or Defective Product
If an item you received appears to be damaged or defective, please email us within 30 days of receiving your order. Please contact firstname.lastname@example.org indicating your Order Number and a photo of the product. Velour reserves the right to refuse store credit refund/replacement if the claim passes the 30 days period since receiving. If the product is deemed defective by Velour, you will be eligible for replacement of the same item or store credit in terms of our loyalty points. Please allow our Velour Connoisseurs up to 48 hours to approve this request.
If you bought our products from a different website (such as Sephora or ULTA), please make sure to attach your receipt as well. Without a receipt, we will not be able to accept any defective products. Thank you for your understanding!
Refused or Returned Packages
In any case of a Refused or Returned package, the shipping cost will be deducted from any refund, if eligible.
Incorrect Shipping information
Shipping labels are generated according client's submitted shipping information. If you have submitted an incorrect address, please email email@example.com immediately with your Order Number and the correct address. If the order has already been processed by our warehouse, it is the client’s responsibility to contact the carrier for any address changes.
What if my package gets lost or stolen ?
Islay is not responsible for lost or stolen products. Please contact us at firstname.lastname@example.org with your Order Number and Tracking information to determine the cause. Velour reserves the right to determine the replacement of any products if deemed necessary.