The Moon Eyelashes - Rokael Beauty

Shipping + Return Policy

How can I correct my shipping address?

Do you ship Internationally

Yes, we ship to many countries worldwide. Please check our shipping policy page for the list of available countries and shipping rates.

What should I do if my package is lost or damaged?

If your package is confirmed delivered by the mail carrier but is lost or stolen, please contact your local post office or mail carrier to file a claim and initiate an investigation as soon as possible.

How much does shipping cost?

Shipping costs vary based on your location and the shipping method selected. You can view the shipping rates during the checkout process.

Do you offer free shipping?

Yes, we offer free standard shipping on orders over $75 within the United States.

What is your return policy?

For sanitary purposes, we cannot accept returns at this time. All sales are final. Our lashes are not eligible for refunds or exchanges.

What are your international shipping rates and delivery times?

International shipping rates vary based on distance and weight. Please allow up to 3 business days for processing and 5-20 business days for delivery, depending on your location. Note that Customs processing time may cause delays.

Are there any additional fees for international orders?

Customs and import fees may apply to some international orders. These fees vary by country and order value and are the customer's responsibility. We cannot lower the invoice value or mark orders as gifts.

What happens if I provide incorrect shipping information?

We are not responsible for lost packages due to incorrect shipping information. If a package is returned to us, we will issue a refund for the order, excluding shipping fees. The customer is responsible for any redelivery fees.

Can I return or exchange sale items?

Sale items, including those sold with a promotional code or marked down in price, are final sale and cannot be returned or exchanged.

What should I do if I receive a defective or damaged product?

If you receive a defective or damaged product, notify us via e-mail at orders@rokaebeauty.com within 7 business days of receiving your order to be eligible for a refund. Products must not be worn or altered to qualify.

Are shipping costs refundable?

Shipping costs are non-refundable. If a package is returned due to incorrect shipping information, only the product cost will be refunded, not the shipping fees.

What should I do if my order is missing items?

If your order is missing items, please contact our customer service team at orders@rokaelbeauty.com within 7 days of receiving your order.

How long does it take to process a refund for a defective product?

Once we receive the defective product, we will process your refund within 5-7 business days. You will receive a confirmation email once the refund has been processed.

How can I contact customer service for further assistance?

For any questions or assistance, please contact our customer service team at orders@rokaelbeauty.com. We aim to respond within 24-48 hours during business hours.