Your Expert Shop for Long Eyelashes & Perfect Eyebrows   |

Frequently Asked Questions

Below are some of the questions that we're asked on a regular basis. Please check the list below to see if your question is there, if not, please contact us right away. We'll be glad to assist you with your query!

1. Dispatch and Delivery

Q: How long do orders take to arrive?

A: Once your order has been dispatched, you will immediately receive an email with the date of shipment and expected delivery date. 95% of orders will be delivered one day after the dispatch date, the remaining 5% usually arrive within two to three working days. Please wait a minimum of 3 working days for the UK and 7 working days for shipmentsto the USA and Canada.

 

Q: I ordered a product online and it still hasn't arrived. Why is there a delay?

A: Please check whether you entered the correct address in our system. Errors in the post code can cause delivery problems.

A: The postman may have given your order to your neighbours. For those of you who share accommodation, ask your family members or house-mates. They may have received your parcel and forgotten to let you know it has arrived.

A: Check which payment method you have chosen. If you chose to pay by bank transfer your order will be dispatched after we have received your payment.

 

Q: How do I track my delivery?

A: If you have opted for Track & Trace you can track your order using the Track&Trace code in your dispatch email or by logging into your account. The Track&Trace code allows you to keep track of your order from the moment of dispatch and throughout the entire delivery process.

 

Q: Where can I find the Track & Trace code?

A: If you have opted for shipment with Track & Trace you will find the tracking code in your dispatch email. If you created an account with Eyelashwishes, you will also find this code under the section 'My Orders'. Log into your account by clicking 'Account' at the top of the page and enter your email address & password. In the menu on the left you will see the section 'My Orders'.

2. Return Policy

Q: I received my order but unfortunately the product arrived damaged. Can I exchange it?

A: If your purchased product has a defect or does not comply with the terms and conditions, then you may return the product free of charge to Eyelashwishes within two months of receipt. Please inform us if you would like to return a product. Simply send us a message via our contact page. Please specify the product and the defect. We will then give you further instructions on how to return the product. You will receive a new product within one week after your complaint.

 

Q: The product doesn't meet the standard requirements. / I ordered the wrong product. Can I exchange the product?

A: If you are not completely satisfied with your purchase or you made a mistake and ordered the wrong product, Eyelashwishes will refund you the total cost of the purchase or exchange the item within 30 days. It is important that the product is complete, undamaged and unused. If you would like to exchange a product or would like a refund, please return the product within 30 working days after arrival. Please contact our customer service for instructions on how to return the product.

When contacting our customer service, please include your invoice number, the product name and a brief description of why you wish to return the item. Upon receipt of your request our customer service will send you an email with further instructions. After you have returned the product (if possible in the original packaging) we will transfer the invoiced amount (incl. shipping costs) to your bank account.


3. Order Process

Q: How can I order?

A: We accept orders via our website only. We are unable to take orders over the telephone, our office is not open to the public.

 

Q: Why should I create a user account?

A: When logged into your Eyelashwishes account you can view your latest orders and their status.

A: You can see which products you have ordered previously allowing you to easily make a repeat purchase.

A: You can place products on your wish list. This will be saved in your account for the next time you visit the Eyelashwishes website.

A: Creating an account enables you to print your invoice.

A: If you are a professional you may wish to open a PRO Account which will entitle you to take advantage of numerous benefits and offers reserved for professional customers only.

 

Q: I have an account but I can't log in because I haven't received a confirmation email. What should I do?

Q: I placed an order but I haven't received a confirmation email. What should I do?

Q: I submitted a question using the contact page but I haven't received a reply from you yet. What's going on? 

A: It is possible that the confirmation email or our reply to your query got caught up in your email provider's spam filter. Please have a look in your spam folder or 'Junk Mail' folder. Often emails only stay in the spam folder for a limited period, so please check this folder frequently to ensure it is not automatically deleted. If you cannot find the email at all, please contact our customer service.

Q: I need a product by tomorrow. Do you offer express delivery for urgent requests?

 

A: All orders that are submitted and paid for before 2 PM are dispatched on the same day. Unfortunately, we can't guarantee a next day delivery. Sending products by express delivery is extremely expensive and therefore not feasible for our products.

 

Q: I cannot transfer payments using PayPal. How can I still place an order?

A: Payment systems such as PayPal sometimes encounter technical problems. Luckily, this happens only seldom and is only temporary. You could either wait a few minutes and try again or chose another payment option.

 

Q: Where can I find the invoice?

A: We care about the environment and try to avoid unnecessary waste of paper. That's why we send the invoice electronically via e-mail. You will also find all your invoices in your Eyelashwishes customer account, if you created one. 

4. Our Products

Q: Are your products authentic?

A: Yes. Every single product that we stock is 100% authentic - we do not stock counterfeit or imitation products (ever). All stock we hold can be traced back to the official supplier or distributor. We only source directly from brands or their official wholesale distributors. You can buy with complete confidence when you purchase on our website. If you'd like to discuss this area in further detail or seek confirmation from our suppliers that we stock only 100% genuine products, please feel free to contact us.

 

Q: Why is the packaging on the item I've received different to the picture on your website?

A: The brands we work with are constantly updating their packaging. Whilst we make every effort to ensure product pictures on our website are identical to the item you receive, occasionally packaging may vary. The actual product itself is identical.

 

5. Contact

Q: How can I contact you?

A: You can email us via our contact page. We'll be glad to assist you with your query and respond to all inquiries within 24 hours (on weekdays).