returns & Exchange

Sometimes a product doesn't quite fit the way you imagined it would – and that's completely okay!
At VIELLA LASHES, we want you to feel completely taken care of. If you would like to return something,
we make it as easy as possible for you.

Should a product not meet our quality standards, you can easily return it within 30 days.
Because your success is our goal!

How does the return process work?

  1. Report your return by email to: "support@viella-lashes.com". Enter your Order number as well as the Article numbers of the products you wish to return. The more detailed your information, the faster we can process your return.
  2. After permit You will receive a confirmation of your return by email.
    DANGER: Only returns approved by us will be accepted; all others will be returned at your expense or disposed of.
  3. Pack and label the products and send the package (with tracking) to our return address. You will receive a receipt for your return.
  4. Once we receive and inspect your return, we will process your refund as quickly as possible.
 
The return address is:

LAVIELLA KG
Liebenauer Hauptstr. 167/1
AT-8041 Graz

Do you have any questions?

Goods intended exclusively for commercial use are excluded from the right of withdrawal.

The following are excluded from revocation: Eyelash glue, eyelash shampoo, bonder, primer, remover, eyelash extensions, vouchers.

Products excluded from the cancellation (see above) will not be accepted, even if you refuse to accept them/return them at your own expense.

The right of withdrawal expires prematurely in the case of contracts for the delivery of sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.

The costs for return shipping are to be borne by the buyer.

Please note that the costs for return shipping (z.B.: shipping label/insurance/etc.) are not refundable. In addition, certain products are Return excluded – these are marked accordingly.

The customer is responsible for all fees incurred when returning items to VIELLA LASHES. VIELLA LASHES is liable not for any loss or damage resulting from the use of the selected shipping service.

The goods must be undamaged, unused and in their original condition.

Please ensure that the item has not been opened or used and is in its original, undamaged packaging. Return the product(s) to us complete with all accessories and packaging. Use protective outer packaging to prevent damage during transport.

ImportantWe only accept unused, sealed, and original packaging. Returns of opened, damaged, or used items will not be accepted. If these conditions are not met, we reserve the right to refuse the return and return the item at your expense.

You have the opportunity original packaging and unopened Articles within 30 days We want to give every customer the opportunity to return our products which are not Right of withdrawal excluded are to be returned, provided they meet all requirements.

More detailed information: Right of withdrawal

After we have inspected your return, we will promptly refund the amount to your chosen payment method. Please note that some payment providers may take up to 10 business days to process your return. We ask for your understanding.

If you paid with a voucher, the refund will initially be made via the voucher until the original amount is reached.