Returns & Exchanges



It is our hope that you will love our products. If you are not satisfied with your purchase, you may be entitled to return your item(s) within 14 days of receipt. You will be refunded for the amount paid for the product, excluding any original shipping charges.

Here are the exceptions to returns and refunds: 

  • Items opened and used will not qualify for a refund.
  • Items purchased during promotions or activations may not qualify for returns. Please check the terms & conditions of the promotion before placing your order as the returns policy may vary during promotional periods. The terms will be placed on this page, during the duration of each promotion.
  • Black Friday and Cyber Monday sales are final. Returns may only be done in an event where wrong items are sent. In this case, the full returns policy will apply.
  • We do not accept returns of Pheora Rucci products purchased from other retailers, please contact your retailer directly.
  • Sets: If you choose one of our 'Customisable Sets' you can return the items, however all the items must be returned to be entitled to a full refund.  If you purchased a pre-packaged gift set, all items in the set must be returned to be entitled to a full refund. Partial refunds/ returns are not permitted.

Return shipping is free, if located in the United States or the United Kingdom. Buyers outside these territories must make return arrangements, with this exception:

  • If you have received the wrong item, shipping is free, pending an thorough investigative review. This can take 2 to 4 weeks.
  • If the item is damaged, shipping is free, pending an thorough investigative review. This can take 2 to 4 weeks.

Return Process

If you are located in Mainland U.S. and the UK, contact pheora {at} for your free return label. The items must be unopened and unused, and the original packaging slips must be included in the returned order; otherwise a refund will not be processed.

For all returns outside the US, contact pheora {at} before returning your item(s). 

When you send us an email, make sure to quote your order number and the item that you would like to return and we will inform you of the next steps upon receipt of your email.  The email subject must state: RETURN REQUEST - #ordernumber

Processing Length

Please allow 5 to 7 business days from when the item is delivered back to us for your returned order to be processed. You will be notified via email (at the email address listed on your account) when your order is received, and when the refund has been processed. Please note that your Bank may require additional time to process and reflect the refund in your account from when they have receive the refund payment from us. This may take an additional 3-10 days, depending on your Bank.

The refund will only be issued to the original form of payment used at the point of purchase. In the event you no longer have access to this payment method or it is no longer active, we will issue the refund through a check which will be mailed to the address in your customer profile. This process can take between 3-6 weeks. 

Order not received or Missing

It is our goal to deliver your products to you in a timely manner, if you have not received your order within 12 business days from placing your order,  please email pheora {at} with the subject line: PRODUCT MISSING or ORDER NOT RECEIVED. Please include your order number so we can process your request faster. Please expect a delay in shipping during peak periods including launches and promotions.

All our orders are tracked and require a signature on delivery. Therefore if a package has been signed for at the address provided and is missing, we are unable to replace it or issue a refund. Depending on the shipping method you selected, your package may be insured; see our Shipping Information.

Damaged Product

Our products are thoroughly package so as to protect against damage during transit. In a rare case your items are received damaged, please send us picture(s) of the damaged item(s) accompanied by your name and order number to pheora {at} with the subject line: DAMAGED PRODUCT. This should be submitted within 7 days of receiving your order. Please do not dispose of the item(s) contained in the order as you may need to return them for review to be eligible for a refund.

Please note that all our lashes are handmade, and therefore discrepancies may occur. If the lashes differ from one another as it regards to hair alignment, this will not constitute as damaged. 


Upon placing your order, you will receive a detailed order confirmation email. Please check you junk folder, if  there is a delay in receiving this email. If have not received the order confirmation of purchase within 2 hours, please email us at pheora {at} Once your order is processed, you will also be sent an email containing your shipping and tracking information.

Cancelling your Order

We aim to ship your order quickly and thus we cannot consider cancellation requests at this time. Please carefully review your cart before you proceed to payment.

Misusing Policy

We retain, track, and monitor all returns or claims to identify individuals that are attempting to or have abused our Return & Exchange policy. We may limit returns or ban those found to be abusing the policy.


No exchanges at this time.