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.

Lilly Lashes 3D Undercover Lash Extensions are created with the same high quality fibers as our strip lashes but there are three major differences:

(1) Application: Our Undercover lashes are individual clusters applied underneath your natural lashes for a more natural, seamless look while traditional false eyelashes are applied above your natural lashes on your lash line.

(2) Size: These at-home lash extensions come in small segments, providing a more customizable look compared to traditional strip lashes, which are pre-made in a single strip.

(3) Length of wear: Our lash extensions are applied with a long lasting bond for multi-day wear.

We created at-home lash extensions with the same high quality, handmade, 3D layered patterns as our iconic styles.​ 3D Undercover Lash Extensions feature soft, fluttery layers of faux mink hair fibers and mimic the look of real lash hairs (no fake, plastic looking lashes here!). We created lash clusters in various sizes and lengths for ultimate customization, including 2 smaller inner corner lashes.

Click here to watch a step by step video

DIY MADE SIMPLE IN FOUR EASY STEPS

STEP 1 - Apply LASH ANOTHER DAY Extended Wear Lash Bond
STEP 2 - Apply lash clusters to the underside of natural lashes
STEP 3 - Using applicator, press lash clusters & natural lashes together
STEP 4 - Apply MY LASHES ARE SEALED Lash Top Coat

Ensure they are clean and free of any lingering makeup residue or oils. Make sure your lashes are completely dry before beginning application.

Apply bond to your natural lashes as you would mascara. Using the spoolie, focus on applying the adhesive to the base of your lashes.

Next, apply bond to the band on the inside of the lash cluster using the ball tip. Allow it to dry for 20-30 seconds and become tacky before beginning application.

Click here to watch a step by step video

If using THE BOND ELIMINATOR Adhesive Remover, open by cutting the tip of the nozzle with scissors. Please note, any oil-based makeup remover can also be used for removal.

STEP 1 - Squeeze a drop of remover onto a cotton swap or your fingertips.

STEP 2 - Apply remover where the lash clusters and your natural lashes meet to loosen the bond. Wait a few seconds and gently remove the lash clusters.

STEP 3 - Massage remover throughout your natural lashes to remove any excess adhesive before washing your face and rinsing your natural lashes clean.

To keep your lashes looking pristine, follow these cleaning steps:

Gently Remove Adhesive: After wearing your lashes, carefully peel off any adhesive from the lash band using tweezers or your fingers. Be gentle to avoid damaging the lashes.

Cleanse: Submerge your lashes in the cleansing solution for a few minutes. Gently brush through the lashes with a spoolie or a lash brush to remove any makeup or debris.

Rinse and Pat Dry: Rinse the lashes thoroughly with clean, lukewarm water. Pat them dry with a lint-free cloth, being careful not to tug on the lash fibers.

Store Carefully: Safely store your clean lashes in their original packaging or a dedicated lash case to protect them from dust and dirt.

The lashes are made for multi-day wear. For longevity, keep oil-based products away from the eye area. If needed, touch up with the bond and sealer.

Yes! With the right care, you can enjoy our 3D Undercover Lash Extension Clusters over and over again. Here's how to make the most of your lashes:

- Gently Remove Adhesive: After enjoying your lashes, carefully remove any adhesive residue from the lash band using tweezers or your fingers. Be gentle to avoid damaging the lash band or the fibers.

- Cleanse & Sanitize: Soak your lashes in a mixture of warm water and a mild, oil-free makeup remover. Gently brush through the lashes with a clean spoolie or a lash brush to remove any makeup or debris. Rinse them thoroughly and pat them dry with a lint-free cloth.

- Store with Care: Place your clean lashes back in their original packaging or a lash case to protect them from dust and dirt. Run through the lashes with a spoolie to separate the hair fibers.

- Handle with TLC: When reapplying your lashes, be gentle to prevent any damage to the lash band or the fibers.

Our lashes are designed for easy, gentle removal using our specially formulated adhesive remover or an oil-based makeup remover. Your natural lashes will remain unharmed, ensuring a seamless and safe lash experience.

Yes we designed the system with sensitive eye customers in mind. We recommend placing the lashes slightly above the lash line for a more comfortable fit.

Yes! You can continue wearing makeup while wearing our 3D Undercover Lash Extensions. However, we recommend that you avoid wearing mascara to increase the longevity of wear and the number of times you'll be able to reuse the individual clusters.

Avoid getting your lashes wet for at least 24 hours after application. Additionally, we recommend avoiding full submersion in water. While they may get slightly wet during a shower or splashed in the pool, if your lashes do get wet, allow them to completely air dry. Once dry, use the applicator to press the clusters and your lashes together. Reapply additional bond and sealer as needed to ensure a secure bond.

To wash your face, use an oil-free makeup wipe (we find this the easiest way!), or use an oil-free cleanser with a wash cloth or cotton pad to gently cleanse your skin and remove makeup. Avoid your lash line and be mindful not to touch your lashes in the process.

PREPARATION IS KEY
Make sure you start with clean, dry lashes. Avoid using any oil-based products around your eyes, as they can compromise the adhesive.

DON'T BE SHY WITH THE BOND
Make sure you're using enough bond on your natural lashes. Comb through your lashes with the spoolie and use the ball tip to focus bond at the base of your lashes. Additionally, make sure you're applying bond directly to the clusters as well. Give the bond time to get tacky before applying the clusters.

PRESS THOSE LASHES
Once lash clusters are applied, don't forget to press your natural lashes and the clusters together using the applicator. Make sure to provide enough pressure to bind the clusters to your natural lashes and activate the bond.

STAY DRY FOR 24 HOURS
Avoid getting your lashes wet for at least 24 hours after application. If your lashes do get wet, allow them to completely air dry. Once dry, use the applicator to press the clusters and your lashes together. Reapply additional bond and sealer as needed to ensure a secure bond.

It takes most people a couple of applications to master the process. Be patient and practice, and soon lash application will become a breeze! For our experienced customers, it only takes a few minutes per eye to put on a full set of 3D Undercover Lash Extensions!

While wearing lashes, it's recommended to only use oil-free products and avoid oil-based products. When it comes to removal, you can use oil-based products as these will help break down the adhesive.

Yes! Although the lashes come in pre-mapped styles, you can use the outer two segments to create a cat eye effect. If you want a more natural look, you can use the shorter segments.

You have the freedom to stack these lashes, as they are fully customizable.

Select your preferred cluster size and apply only two to the outer corner, or opt for our 'Espionage' style, designed for a flared cat-eye look.

Secret Agent features shorter and longer lashes that alternate to beautifully mimic the natural lash pattern. Espionage style features a V-shaped pattern with a flared design, with longer lashes on the outer corners.

Yes, the lashes are meant for underneath the lash line. However, we encourage your creativity! The lashes work beautifully on both the bottom or top of your natural lashes.

When it's time for a touch-up, follow the same application method as your initial use. To keep your products safe and organized, utilize the provided lash case and the box that came with the other components.

The inner corner lashes allow for ultimate customization. Designed to mimic the size of your natural lashes, they blend seamlessly to create an overall natural effect.