Returns & Exchange Policy

Please note that all purchases are final sale. We do not offer refunds or exchanges for the following reasons:

• Our products are non-returnable due to hygienic and safety considerations.
• Once an order is placed, it is automatically assigned shipping details to ensure efficient processing. Orders that have entered processing or have been assigned shipping information cannot be canceled or refunded.
• Every order undergoes two quality checks prior to shipment. During packaging, we document each order digitally to confirm that all items are correct and complete. This system ensures that customers receive exactly what was purchased.

Please be aware that our lashes are handmade, and slight variations may occur. These differences do not affect the overall style or quality of the product. To avoid disappointment, we strongly recommend reviewing our lash swatch photos before placing an order.

To help safeguard your order against loss, theft, or damage, Route Package Protection is automatically added to your cart at checkout. This coverage allows you to file a claim for reimbursement or replacement if an eligible issue occurs.

If Route Package Protection is removed from your order, you are waiving shipment protection. In this case, any delivery-related issues must be addressed directly with the shipping carrier, and resolutions are not guaranteed.

Please note:

• Once your order has shipped, responsibility transfers to the shipping carrier.
• We are not responsible for packages that are lost, stolen, damaged, or misplaced after shipment.
• Orders covered by Route Package Protection are eligible for resolution under Route’s policies.
• If a carrier confirms successful delivery and denies a claim, we cannot issue refunds, credits, or reshipments.

Delivered but Missing Packages

Orders marked as “delivered” but not received are considered stolen. Claims must be filed no earlier than 5 days and no later than 15 days after the delivery date to allow time for possible misdelivery.

Damaged Items

Claims for damaged items must be submitted within 15 days of delivery.
A damaged item is defined as a product that is broken, shattered, or unusable. Photo and video evidence is required to support the claim.

Packages Presumed Lost

• Claims may be filed 7 days after the last tracking update for U.S. and Canadian orders
• 20 days after the last update for international orders
• Claims must be submitted within 30 days of the last tracking checkpoint

If 48 hours have passed beyond the carrier’s estimated delivery date with no tracking updates, the package will be considered lost.

Claims must be submitted through Route:
https://claims.route.com/

If an incorrect or incomplete address is provided, the carrier may reattempt delivery or return the package to us. Returned packages are not considered lost and are not eligible for reimbursement. Customers are responsible for return and reshipping fees to have the order sent again.

Packages marked as “Return to Sender” are not considered lost. This typically occurs due to an undeliverable address or refusal of delivery.

For international orders, packages marked “Return to Sender” are usually disposed of by the carrier and are not returned to us.

Customers are responsible for paying any customs duties or fees required to receive their package. Package protection does not cover customs-related issues.

If the customer entered the correct address at checkout and the carrier delivers the package to the wrong location, the package is considered stolen and may be eligible for replacement through Route Package Protection.

If you are eligible for a refund:

• You may or may not be required to return the item, depending on the situation
• Refunds may be issued as store credit or to the original payment method, at our discretion
• All return shipping fees are the responsibility of the customer and are non-refundable

For any questions or concerns, please contact us at:
artistrybyvictoriateam@gmail.com

We’re happy to assist and help find the best possible solution.