Refund policy
At SHKG, we want you to feel confident shopping for magnetic lashes. Please review the return and refund terms below. If you need help, email support@shkg.com.
Return Eligibility
We accept return requests within 30 days after delivery for both defective and non-defective products.
For a personal-preference return, the product may be new and unused or only slightly tried on. Slightly tried-on items are assessed individually and may be accepted if they remain clean, intact, and hygienic. Please contact us with your order number and photos before returning an item. Include the original packaging and accessories where available.
Please do not send an item back until our support team provides return instructions. We will confirm eligibility after reviewing the request and inspecting any returned item.
Hygiene and Lash Products
Magnetic lashes are used near the eyes, so hygiene matters. A brief try-on does not automatically prevent a return. We may accept a slightly tried-on product if it remains clean, intact, and hygienic after inspection. Products that are visibly worn, contaminated, damaged through customer use, or otherwise unsuitable for return are not eligible for a personal-preference return.
These personal-preference conditions do not limit assistance for products that arrive damaged, defective, or incorrect.
Personal-Preference Returns
If you change your mind, order the wrong style, or decide a style is not right for you, contact us within 30 days after delivery. New items and slightly tried-on items may be considered under the conditions above.
Return shipping for a personal-preference return is paid by the customer. Original shipping charges are generally not refunded unless the return is due to an error or product issue on our part. We do not charge a restocking fee.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or different from what you ordered, contact support@shkg.com as soon as possible. Include your order number, a description of the issue, and clear photos or videos.
After reviewing the issue, we will offer an appropriate solution, such as a replacement or refund. When the issue is confirmed, SHKG will cover the appropriate return or replacement shipping costs.
How to Request a Return
- Email support@shkg.com with your order number, reason for the request, and photos if the item has been tried on or has an issue.
- Wait for our team to review your request and provide return instructions.
- If a return is requested, send the item according to those instructions.
- We will inspect the returned item and notify you of the outcome.
Please do not send an item back without return instructions.
Refunds
After we receive and inspect a returned item, we will notify you whether the refund is approved. If approved, we will process the refund to your original payment method within 10 days after receiving and approving the return. Your bank or payment provider may take additional time to display the refund.
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you may contact us within 14 days of receiving your goods to exercise any applicable cooling-off rights. We will handle such requests in accordance with applicable consumer law. Please contact us before returning an item so we can provide instructions.
Exchanges
We accept exchange requests for eligible items within 30 days after delivery. For a change of style or other personal preference, contact us first. The original item may be new or only slightly tried on, subject to the condition and hygiene review above. Once the return is approved, you may place a new order for the desired style. The customer pays return shipping and any shipping charge on the new order under our standard shipping policy.
If the item arrived damaged, defective, or incorrect, contact us with your order number and photos. Once confirmed, SHKG will cover the appropriate return or replacement shipping costs.
Contact Us
SHKG Customer Support
Email: support@shkg.com
Phone: +86 189 3867 9400
Operating company: Shenzhen Hongjiu Culture Media Co., Ltd. (深圳市鸿久文化传媒有限公司)
Business address: Room 408, Building A1, Zhongbaotong, No. 34 Changfa West Road, Bantian Subdistrict, Longgang District, Shenzhen, Guangdong 518131, China