• We accept most major credit cards.
• If you do not have a US credit card then we recommend PAYPAL.

• If your order status is on Order Placed:
  Unfortunately, once an order has been placed, you cannot cancel it on your own.
  Please contact support@hailumiofficial.com immediately.
  
• However, please note that the shipping process takes place very quickly. Therefore, we might not be able to cancel your order in time even if you contact us before the order is processed. Kindly check properly before placing any orders.

• If your order status is on Processed / Shipped:
  Unfortunately, we cannot process a refund because your package is now packing or have been shipped

• To change your order or the information on the order, please contact support@hailumiofficial.com  immediately.
• Please note, it may be difficult to change your order once your order status is on Processed or Shipped.

If the package gets sent back to our company, we will contact the customer and they must pay for a new shipping label. 

• Please contact support@hailumiofficial.com with photo evidence of your damaged or missing item, so we can arrange to resend or refund the item. Items are eligible for replacement and refund up to 7 days upon delivery of the package.
• Any inquiries past the 7th day mark, we are no longer held accountable for any damage done to the item(s) and no returns or exchanges will be allowed.

We offer package insurance through ROUTE, please make sure Route Package Protection is turned on when placing your order.

They will help you with any claims for lost packages. 

Hai Lumi Official is not liable for any shipment issues such as lost or damaged packages once it is shipped. Any concerns regarding your package, contact your local USPS or international post.

• If you need to return an item, please email support@hailumiofficial.com  within 7 days of your order being delivered. 
• To be eligible for a return, items must be UNOPENED, UNUSED and in the SAME CONDITION that you received it.
• We are not able to provide free return services. Returns must be made at the customer's cost, we will not reimburse for shipping and handling fees of any package returns.

At this moment we are only accepting returns on the following items:

• - Tweezers 
• - Pepper Pads
• - Glue Nozzle Wipes
• - Lash Tapes
• - Blooming Glue Trays

SALE ITEMS ARE FINAL AND CAN NOT BE RETURNED OR EXCHANGED.

We have a No Return and No Exchange policy, to prevent cross contamination, for the following items:

• Lash Trays
• Any liquid products

Please email support@hailumiofficial.com if you have questions or concerns about your specific item. 

ATTENTION: Due to Covid-19, some shipments may be delayed due to internal issues with USPS. 

• We are proud to offer Free Standard shipping on orders $100+
• Please allow all orders to be processed and shipped within 1-3 business days using USPS (Monday - Friday, excluding weekends and major holidays)
• Any orders placed on weekends or holidays will be processed and shipped the next available business day. 

Transit Time does not begin until your package is processed and shipped (1-3 business days for priority and 2-5 days for First Class Mail) and leaves the shipping carrier's facility.

• Standard Shipping - Between 2 and 5 business days, depending on your shipping address.
• Priority Shipping - Between 1 and 3 business days. Please choose priority shipping if you are currently experiencing warm weather, as heat can spoil the adhesives, if left for a long time in an unregulated environment. 

Shipments may be delayed due to internal server errors, weather, and other unexpected conditions. Please note that orders are shipped and delivered on business days only (Monday – Friday, excluding major holidays).