Frequently Asked Questions

SUBSCRIPTION INFORMATION

  • How does the Lashly subscription work?

    Lashly subscription boxes are recurring/auto-renewed and will charge your card the price of the box amount in which you sign up for each month. You’re able to pick new lashes, pause, skip or cancel anytime!

  • How many lashes do I get when I subscribe to Lashly?

    We offer 4 different subscription options. You can choose to receive two, four, six, or eight pairs of lashes a month.

  • What is the return and exchange policy?

    We proudly offer a 100% Satisfaction Guarantee on all orders. If your order does not exceed your highest expectations, we will refund the amount for all unused, unopened merchandise from your order less shipping fees. Refund requests must be made within 30 days from the receipt of merchandise. If you wish to return your order, email us at support@lashlyco.com with the subject line "ORDER RETURN" and indicate your Order # in the contents of the message.

PRODUCT CARE

  • How do I remove the lashes from Lashly packaging?

    Use tweezers to slowly and very gently pull at the corner ends. Please do not pull the lashes from the middle, it may damage the shape of the lash band.

    *Be extra careful with the clear band styles. They are very delicate!

  • What are Lashly lashes eyelashes made of?

    Our lashes are made of 100% premium human hair or cruelty-free synthetic fibers. We use only the best quality hair that is sanitized and sterilized.

  • How do I care for my lashes?

    Please follow these steps for proper care and reusing:

    • Remove lashes by securely holding its base and, beginning at the outer corner, slowly and gently pull the lash towards the direction of your tear duct.
    • After removing the false lashes from your eyes, gently pull off excess glue using your fingertips or a pair of tweezers.
    • Place them back in their tray to maintain their natural shape and longevity. We recommend that you not sleep with them on.
  • Are your lashes reusable?

    Yes. Depending on your care for them, our lashes can be worn up to 3-4 times. Due to sanitary reasons, we recommend using a fresh pair each time.

  • Do your lash band strips come in different sizes?

    Our eyelash strip comes in one standard size, as this allows you to custom trim to fit your eyes. If it's too long, simply cut the corner ends of the lashes to desired length. 

  • Is eyelash adhesive included with my purchase?

    Eyelash adhesive is not included with your purchase. However, we are in the process of partnering up with our favorite eyelash adhesive brand, so we can provide you the best quality glue worldwide at our store.

  • Is Lashly A Cruelty-Free brand?

    Our lashes are cruelty-free. What does this mean? It means our lashes are NOT made of mink hair and none of our products are tested on animals- and never will be.

  • How do I remove my false eyelashes?

    There are a couple of basic ways to remove your lashes, and tugging is NOT one of them! First, try removing one false eyelash by securely holding the lash at the base and, beginning at the outer corner, gently pull the lash towards the direction of your tear duct. Repeat this process with the other eye. Your false lashes should come off without much effort or discomfort. If you are having slight difficulty with your lash removal, simply dab a non-oil based makeup remover onto the lash adhesive along your lash line with a cotton swab. After the adhesive has fully softened, lift the outer corner of the lash band and gently pull the lash inwards towards your tear duct.

  • What is the best removal to use for lash adhesive?

    Waterproof makeup removers or makeup removers with an oil base are the best way to remove any excess lash glue from your eyelids.

  • What’s the best way to care for my fake eyelashes?

    Here are a few tips to care for your lashes:

    • Remove glue buildup after each wears. This can be done by holding the lash by the base and gently peeling off the excess glue with your fingers.
    • Store lashes in their original Lashly tray to maintain the lashes shape and keep them clean.
  • Can my fake eyelashes get wet?

    Lashly Lashes are handmade out of 100% silk. Once it gets wet, it is hard for it to maintain its curl and shape. We do NOT recommend our lashes getting wet.

  • Will your fake eyelashes harm my own, natural lashes?

    No. When false eyelashes are applied correctly and removed safely and gently, there is no harm done to your own lashes. In fact, lashes have shown to become healthier from wearing false eyelashes because it replaces the need to wear heavy mascara or curl your eyelashes. 

ORDERING AND SHIPPING

  • How do I change or cancel my order?

    We will do our best to assist any order modifications. Please email us as soon as possible at lashesinabox@gmail.com with the subject line "Order Modification" and indicate your Order # in the contents of the message. We'll be happy to assist you, but no guarantees.

  • When will my order be shipped?   

    Upon receiving your order confirmation email notification, your order can take between 2 – 4 business days to process and ship. Please note that during special promotions or sales, processing can take between 5 – 7 business days due to an influx of orders.

  • How long does it take to receive my order?

    We ship from San Diego, CA using USPS First Class Mail. It should not take more than 5-7 business days to receive your lashes. We are not responsible for delivery delays. We currently do not offer express mail, or next day delivery.

  • Do you ship Lashly worldwide?

    Yes. A $10.00 USD minimum is added to all international shipment. International orders are shipped via USPS First Class Mail. Delivery time is 10-15 business days. Customer will be responsible for duties and taxes, according to their country. International orders may be subjected to customs delays. (Note: Free shipping promotion offers apply only to US addresses).

  • Why was I charged for customs?

    Any orders outside of the United States (International Orders) may be subject to import taxes, customs duties and fees levied by your country’s customs department upon arrival. The recipient of the order is the importer of record and is responsible for all import fees, as well as complying with all laws and regulations of the destination country. Lashly does not collect duties and taxes and cannot provide any information on the cost of duty and taxes. Customs policies differ from country to country and we recommend contacting your local customs office for any additional information.

  • How is tax calculated?

    State laws requires that we charge applicable sales tax on orders shipped where Lashly is headquartered in California. For orders shipped to other states, you are solely responsible for sales taxes or other taxes.

  • Photo Sharing - #LASHLY

    Simply use the following hashtags to tag your photos on Instagram, Facebook, or Twitter. By participating in this, you acknowledge and give your consent that your photos may be featured Lashlyco.com or our social networks.

  • How do I contact customer service?

    If you need to speak with the Lashly team you can get in touch with us at support@lasyco.com. We will respond back to you within 48 hours.

  • What if my package is lost or damaged?

    If you experience an issue with your package, email our team at support@lashlyco.com for details on what to do about damaged or lost packages. Typically, Lashly is not responsible for damaged or lost packages, but we will look into every case.  

  • How will my lashes be shipped?

    Your lashes will arrive by USPS and you will receive a tracking number via email to track your package accordingly.

  • What are the international shipping rates?

    International shipping rates are calculated at checkout. 

RETURN POLICY

  • What is your return policy?

    Return or exchange merchandise within 30 days of the order shipment date for a refund to the original form of payment. We will refund the amount for all unused, unopened merchandise excluding shipping, gift wrap, and other fees. Please email support@lashlyco.com to start the return process. All returns and exchanges are at the expense of the customer. However, Lashly, Co. will cover the cost of your exchanged item to be returned back to you (US address only).

MISCELLANEOUS

  • Does Lashly offer a professional MUA discount?

    Yes, we offer qualified Professional Makeup Artists a 30% discount off their entire purchase.

    To Apply Email: support@lashlyco.com
    Include subject line: MUA Program Inquiry

  • Who is eligible for the professional MUA program with Lashly?

    Credentials are required to participate in our Pro MUA program. At least two of the following credentials must be provided for consideration:

    • Magazine Tear sheet with your name credit*
    • Agency comp card
    • Makeup Artist business card
    • Union card*
    • Crew/call list from a production company with letterhead*
    • Professional license*

    Please note: above items noted with a * may be a photocopy.

    For additional information or to contact us with questions, send an email to support@lashlyco.com.

  • Do you offer a loyalty program?

    At this time, Lashly is working on developing and implementing a loyalty program.  We’ve got big visions, so sit tight while we get it all ready just for you!

  • Do you have an affiliate program?

    Yes!  We have an affiliate program that pays 10% of lifetime revenue. So, if someone signs up for a $50/month plan, the affiliate whose link they clicked will received $5 every month in payout.  You can sign up for our affiliate program by clicking here.