FREQUENTLY
ASKED QUESTIONS

You can track your order by clicking here.

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

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.

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.

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

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.

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

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.

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.

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.

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

All orders must be entered and processed in English.

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.

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

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.

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.

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.

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.

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

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.

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.

1. Click here to 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.

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.

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

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.

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.

1. Click here to log into your subscription account.

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