Shipping & Returns

How do I track my order?

Once your order has been shipped, you will be emailed a tracking number. Once your package leaves our facility, it is in the hands of the carrier and they will have the most current information regarding your package. Borboleta is not responsible for lost or stolen packages.

How quickly will my order arrive?

Borboleta processes orders Monday-Friday, excluding major US holidays. Orders will be processed within 1-2 business days. Orders placed on Saturday or Sunday will be processed the following Monday. Standard shipping ($4.99) takes up to 3-5 business days. Expedited shipping ($11.99) takes 1-2 business days. Standard International shipping (Canada-$15.00) (Outside Canada-$30.00-$40.00) takes 15 or more business days to arrive. Finally, expedited Canadian shipping ($30.00) can take up to 10 business days to be delivered.

Can I return my order?

Your satisfaction is our number one priority! Returns of unopened, unused Lash Care products may be made within 60 days of delivery for a full refund of your purchase amount. After 60 days unopened, unused product is no longer refundable.

Returns of Lash Serum may be made within 180 days of purchase for a full refund of your purchase amount. In addition to the returned product, any information regarding your dissatisfaction with the product would be helpful and appreciated.

Please note, Borboleta is not responsible for the cost of return shipping. Upon receipt of a returned order, your refund will be processed within 3-5 business days.

To start a return, visit our return portal here. Please have your order number and product ready and available.

What is the process to start a return?

To begin the return process you can click here to chat with Client Relations or you can email us at support@borboleta.com or call (385) 429-6600.

What should I do if I received a defective product?

First off, oh no! If, in the unlikely event that you receive a defective product, please contact Client Relations and we will either refund or replace the item within 30 days. Please have your order number so we can assist you more efficiently.

All refunds will be credited back to the original payment method. You will be asked to provide a picture of the defective product. You may be asked to return the defective product so that our Quality Team can do further inspections, when this occurs a return label will be provided.

What countries do you ship to?

We ship to the US (including Puerto Rico), UK, Canada, Mexico, Portugal, and Ireland.

Do I have to pay duties and taxes on International orders?

Yes, international customers are responsible for any and all customs fees, taxes, tariffs or duties levied by their respective government. The fees are typically determined based on a combination of factors that may include:

The merchandise's country of origin or manufacture

The merchandise classification, using a system adopted by the countries that we ship to

VAT rates are set by the country to which the order is shipping

If you are unfamiliar with your country’s customs, fees and charges, please speak to your local postal or customs office for more information. If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipment costs. Customers have up to 90 days from the date the order was made to claim their package as lost in order to receive any sort of reimbursement or compensation.

My shipping status states that my package has been delivered, but I haven’t received it. What should I do?

Borboleta is not responsible for lost or stolen packages. Please contact the shipping carrier to receive the latest information regarding your delivery.

What shipping carriers does Borboleta use?

USPS, FedEx, and DHL.