How do I cancel my order?
To serve you better, Cavalli Lash will begin to process your order immediately after it has been submitted, we are unable to change or cancel an order once it has been placed. If you would like to return or exchange any part of your order, please contact our Customer Experience team and they would be happy to help. You can reach them by email at email@example.com
How do I contact customer service?
You can contact our Customer Experience team at firstname.lastname@example.org
Where is Cavalli Lash located.
We are based out of Toronto, Ontario. HOWEVER online orders are shipped out of our USA facility in New York (NY) and Oregon (OR)
When will my order ship.
All orders are processed within 2-4 business days. During high volume times such as sales or new releases, please allow up to 6 business days unless stated otherwise. * PREORDER ITEMS WILL SHIP OUT ACCORDING TO PREORDER DATE*
All preorders have an assigned preorder date. They are located on your order confirmation email beside the lash style name - for example: 'SCORPIO (PREORDER SHIPS APRIL 15TH)'
- Please note that when an item is described as a "pre-order", it means that your entire order will be shipped the date the item arrives to our warehouse. If you order other items along with the "pre-order" item, they will also be delayed. If you wish to receive the other items first, separate orders need to be placed.
SHIPPING & RETURNS
Will I receive a tracking number for my order.
If you choose a shipping service with a tracking number during checkout, once processed and fulfilled, an order fulfillment emailed accompanied with a tacking number will be sent out to customers to inform them that their package has been shipped. We suggest ordering with a tracking number to ensure your package arrives safely.
ALL USA & CANADA ORDERS WILL COME WITH A TRACKING NUMBER.
I received my tracking number today and it hasn't updated.
All orders will receive a pre-shipment tracking label automatically, once the package is picked up by the courier, it may take up to 48 hours to fully update. If you still do not see tracking information please contact our Customer Experience team at email@example.com
For refuse packages the shipping fee will be charged to the payment form selected during checkout, and will be subtracted from any refund.
lncorrect shipping information
Please understand that our system prints out shipping labels according to what the customers placed on their shipping and billing information. Once an order is placed, it is on its way right away! Unfortunately, changes to orders are not possible after they’ve been placed. Please contact USPS to reroute your package in case of any error on shipping information. While we cannot cancel or change an order once it has been placed, you are welcome to return your items in accordance with our Returns Policy once your order has been delivered to you.
Lost or stolen packages.
Please contact our Customer Experience team if an shipment surpasses the delivery time frame listed below. In case of delay, lost or stolen packages, contact our Customer Care Team via email to fill out a claim, so USPS may try to locate your order as soon as possible. Once a claim has been filed we will wait on the results of the claim before proceeding forward. Please note that shipping fee on marked as "delivered" parcels will be charged to the payment form selected during checkout, and will be subtracted from any refund.
USA: 21 days
CANADA: 21 days
INTERNATIONAL: 45 days
ITALY: 60 days
*Any claims submitted before time listed above will be rejected by USPS*
Do you offer exchanges and returns?
Please be advised that we do not offer refunds of any sort. If you are unhappy with your regular price product, you may returns it within 30 days from your date of purchase for store credit. In order to process your return, please contact us at firstname.lastname@example.org and follow the our Online Return Policy. Lashes should be unworn, unused, in original packaging, and in the same condition that you received them. ALL SALE ITEMS ARE FINAL SALE. In addition, you will be responsible for paying for your own shipping costs for returning your item.
Cavalli Lash does NOT provide pre-paid return labels; you will be responsible for covering the shipping costs to return.
*Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.*
Order arrived damaged.
If an item may be considered defective, please contact our Customer Experience team via email at email@example.com indicating your Name, Order Number and a Photo of The product or damaged parcel. Defective items must be addressed to our attention within 48 hours of delivery. All lashes must still be in original packaging & unworn to be eligible for a refund or replacement of the same item. If the product is deemed defective by cavallilash.com, you will be eligible for a refund or replacement of the same item.
What language should my order be placed with?
All orders must be entered and processed in English.
How much is shipping to my country?The cost of shipping depends on your final destination address. Once you enter your shipping address during checkout your shipping cost will appear in your cart before you finalize your purchase.
Customs and Duties information.
Cavalli Lash is shipped out from New York (NY) and Oregon (OR). Customers are responsible to pay any customs fees, duties or taxes. Cavalli Lash is not responsible for any customs/international taxes.
Which currency are my orders processed in?
Cavalli Lash orders are processed in US Dollars.
All international packages returned to our facilities will be refunded. The shipping cost is not refundable.