FAQs

We’ve gathered answers to the questions we get asked most, so you can find the information you need in one convenient spot. Whether you’re curious about choosing the perfect lashes, caring for your products, or tracking an order, you’re in the right place. If you don’t see your question here, feel free to contact us.

How do I track my order?

You can track your order by clicking here.

I have not received my order confirmation email, where is it?

Try looking in your junk or spam folder. You can also search your emails for "Order Confirmation # from: hello@lillylashes.com"

How do I cancel an order?

Unfortunately, all orders are final and we are not able to edit or change them. Order cancellation requests will be considered, but are not guaranteed. Orders are shipped as quickly as possible and cannot be cancelled once they have been submitted. Once you have received your items, you may submit a request to send them back for a refund as long as they are unopened and unused.

How do I contact customer service?

You can contact one of our Lash Experts Monday through Friday between 9:00am – 5:00pm PT at info@lillylashes.com or via phone at (424) 398-7111.

I’m interested in distributing Lilly Lashes, who should I contact?

Thank you for your interest in Lilly Lashes! Please email us at info@lillylashes.com.

My tracking number is not showing any information, how do I track my package?

Tracking is emailed to you the moment your order ships. However, carriers do not update tracking for 24-48 hours after the initial scan of your shipment. We ask that you check back in 48 hours. If you still do not see tracking information please contact one of our Lash Experts at info@lillylashes.com.

Do you offer exchanges and returns?

All sales are final. Due to the nature of our product we do not offer refunds or exchanges, except in the case of damaged or defective products. If an item may be considered damaged or defective, please email info@lillylashes.com indicating your Name, Order Number, and a clear photo of the product. Damaged or defective items need to be addressed within 30 days from the day of purchase. If the product is deemed defective by lillylashes.com, you will be eligible for a refund or replacement of the same item or an equivalent item.

Customers are responsible for the return-shipping fee, and it is not refundable. Refunds are made in the original form of payment and are issued to the person documented on the original order. Please note, we only accept returns from lillylashes.com orders. In case delay, lost or stolen packages, please fill out a claim at USPS.com so USPS may try to locate your order as soon as possible. Once a claim has been filed please send us the claim information and we will wait on the results of the claim before proceeding forward.

When will my order be shipped?

Processing time is 1-2 business days. Regular orders and Rush Handling will be processed and shipped out from our warehouse in 24 hours with the exception of orders placed Fridays after 2 pm PST, or orders received during the weekend or Holidays. These orders will be processed the next business day.

How are refused or returned packages handled?

All packages returned to our facilities will be refunded. Please note that shipping and handling fees are not refundable and will be subtracted from your refund. If you require a reshipment, a reshipping fee of $5.99 will be charged.

What happens if my order has incorrect shipping information?

Please understand that our system prints out shipping labels according to what the customers placed on their shipping and billing information. Please contact USPS to reroute your package in case of any error on shipping information. The Reshipment Fee on all orders will be $5.99. Lilly Lashes is not responsible for any lost or stolen packages due to incorrect information provided at time of purchase.

Do you ship internationally?

Yes, we ship to almost every country worldwide. Unfortunately, we currently do not ship to Mexico, Russia, Iran, Iraq, Pakistan or Afghanistan.

What language should my order be placed with?

All orders must be entered and processed in English.

Do you accept mail forwarding addresses?

Yes, we can add shipping to AE/SA/QA/UAE. All addresses and information should be in English. Our international carriers do not accept PO Boxes as the shipping address.

Which currency are my orders processed in?

Lilly Lashes orders are processed in US Dollars. If you would like to convert your currency to US Dollars click here.

Will I have to pay customs and duties?

At this time, all customs and duties fees are the customer’s liability and will be charged to you upon receipt of your international shipment.

How much is shipping to my country?

The cost of shipping depends on the weight of your purchase and 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. Please note that some Customs and Duties can be applied once the order arrives to the country of destination.

How are refused or returned packages handled?

All international packages returned to our facilities will be refunded. Please note that shipping and handling fees are not refundable and will be subtracted from your refund. For any international delivery issues, please contact your carrier with the tracking number provided.

How do I sign up for Lilly Lashes' rewards program?

Signing up is easy! Simply create an account on LillyLashes.com by entering your name, email address, and password. It’s free to join and you will automatically be signed up to receive emails with insider access to sales, promotions, and all of our newest drops. If you currently have an account and/or email subscription with us - you’ve already been enrolled in our rewards program! Learn more about earning and redeeming rewards here.

What are the advantages of becoming a rewards member?

Our rewards program is a tiered program that allows members to earn more perks the more they engage with us. Members receive reward points for each purchase, which can then be redeemed for $$ off future purchases.

You also earn points for sharing Lilly Lashes with friends, following us on social media, leaving product reviews, and are even gifted with bonus points just for having a birthday! In addition to earning points, members get early access to new product launches & promotions. You can view the full list of perks on our rewards page.

Do points ever expire?

Your points will expire after one year of inactivity. Inactivity includes not interacting with our program i.e., redeeming points, placing an order, etc.

How often will my orders be shipped?

Your Lilly Lashes monthly auto-replenishment/auto-delivery will be sent out as often as you wish! Most of our customers choose every 30 days.

What savings do I get for signing up for auto-replenishment/auto-delivery?

You will receive 20% off every shipment, plus FREE shipping on every auto-replenishment/auto-delivery.

If I cancel my auto-replenishment/auto-delivery does this cancel my order as well?

No. At Lilly Lashes we strive to provide the best customer experience possible, which is why we process all orders as quickly as possible. While you may have gone into your account to cancel your subscription, your order has most likely already been processed. In order to cancel an order you must contact us at info@lillylashes.com or (424) 398-7111.

How do I cancel my monthly auto-replenishment/auto-delivery?

At Lilly Lashes we want you to be able to get the lashes you want when you want them, and if you change your mind, we’re here to help. Auto-replenishment/auto-delivery can be managed online in your account, or you can contact our customer support team to help you modify your subscription any time.

How do I modify my auto-replenishment/auto-delivery?

1. Click hereto log into your subscription account and click the "Subscriptions" tab.

2. Select your active subscription and you'll be able to swap, skip or cancel.

Please note: Orders are processed immediately. You are eligible to cancel your subscription after your second charge/delivery, however, if a subscription order has already been processed that shipment will be shipped and billed to you accordingly and your subscription will be cancelled for all future shipments.

How do I skip my monthly subscription?

Going out of town, or haven't had a chance to enjoy your lashes yet, we get it. Don't worry, you can easily skip a shipment by logging into your subscription account, or contact us and we'll help you skip a future subscription shipment.

1. Click here to log into your subscription account and click the "Upcoming Orders" tab.

2. Click the "Skip" button to skip your next subscription order.

When will I be billed?

You will be billed when your Lilly Lashes subscription order is shipped out.

Can I return or exchange my lash subscription once received?

Due to the nature of our product we do not offer refunds or exchanges, except in the case of receipt of damaged products. If you receive a damaged item please immediately send us a picture of your shipment box as well as the items that arrived damaged to info@lillylashes.com within 30 days of purchase and we will be happy to assist you with a replacement or refund.

How do I swap my lash style?

1. Click here to log into your subscription account and click the "Subscriptions" tab.

2. Select your active subscription, scroll to the bottom of the page and click the "Swap product" button.

How do I update my payment information for my subscription?

1. Click here to log into your subscription account.

2. Under the "Payment method" tab you can easily edit your payment method.

How are Lilly Lashes' Self-Adhesive lashes different than others?

Our Self-Adhesive lashes are unique to the lash world. We took our famously gorgeous 3D faux mink lashes and put them on a reusable, cushiony, self-stick band. First class lash styles, 5-star comfort-level! These lashes basically apply themselves. The black tacky band combined with your own body heat work together for a glam look that will last all day (or night!)

Are Self-Adhesive lashes latex-free?

Yes, our Self-Adhesive lashes are latex-free.

How do I apply my Self-Adhesive lashes?

STEP 1: Curl your natural lashes and apply a light coat of mascara, if desired.

STEP 2: Remove lash holders from tray and peel off lashes. Measure and trim the lashes to fit your eyes. Place lash holders back on tray to store lashes when not in use.

STEP 3: Apply the lashes along the lash line, pressing on the band to secure it to the skin. Your body heat will help the lash band stick and stay on all day! For extra security, apply lashes with an applicator and press them together with your natural lashes along the band. The black band mimics the look of eyeliner for a finished look.

Should I apply my Self-Adhesive lashes before or after doing my eye makeup?

You will still get great results applying our Self-Adhesive lashes over eye makeup, but for optimal performance and durability, we suggest applying them on clean skin. The black band also doubles as eyeliner! Once applied, complete your eye makeup routine. If you're applying over eyeliner or eyeshadow, consider cleaning your lashes more frequently to maintain their adhesive quality.

How long can I wear my Self-Adhesive lashes?

Our Self-Adhesive lashes can stay on for 12+ hours and are reusable for up to 5+ wears with proper care and storage.

How do I remove my Self-Adhesive lashes at the end of the day?

When you're ready to take off your Self-Adhesive lashes, delicately lift and peel the band away from your lash line starting from the outer corner and moving inwards. If you need a little extra help, you can put a small amount of oil-free makeup remover near the band with a cotton swab or your fingertips and gently keep peeling.

Always store your lashes on their original lash holders to preserve stickiness and shape.

After 2-3 wears, wipe the lash band with an oil-free makeup remover or water to clean and reactivate the adhesive.

How do I reapply my Self-Adhesive lashes?

Warm the lash band with a hair dryer for 5 seconds and apply again.

Once the lash band is no longer tacky, you can extend the life of your lashes by using one of our lash glues to apply like a standard strip lash.

Can I wear Self-Adhesive lashes during physical activities or sports?

Absolutely! These will certainly be your new favorite performance lashes. They will stick with you through it all! See what we did there!? Perfect for the stage, track, court, and even the gym!

What if I'm having trouble getting my Self-Adhesive lashes to stick?

Some factors that could negatively affect the application of your Self-Adhesive lashes are not pressing them down enough on your lash line to secure the adhesion, oily eyelids, applying over too much eyeliner, and getting the lash band wet.

Here are some tips and tricks you can try:

- Blot your lids with an oil blotting sheet before applying.
- Warm the lash band with a hair dryer for 5 seconds before applying.
- After the lashes have been applied for a few minutes, hold down the inner and outer corners with your fingers. Your body heat will help activate the tackiness of the band for a better adhesion.
- Use an applicator to fuse the lashes with your natural lashes by pressing them together at the lash line, along the band.
- Sneak in a little Power Liner on your inner and outer corners to help with any lifting after a few wears and to also finish off your look.

What is MoCRA?

MoCRA is an acronym for the Modernization of Cosmetics Regulation Act of 2022. This legislation grants the U.S. Food and Drug Administration (FDA) the authority to set critical standards for the cosmetics industry. The new regulations emphasize transparency in ingredient disclosures.

US Responsible Person phone number: 1 (888) 484-2692
Email: info.cs@performance-beauty.com