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General

How do I track my order?
You can track your order by clicking here

I still 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?
All orders once placed are finalized and products are not able to edited or changed. 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 send them back for a refund as long as they are unopened and unused.  *Orders cannot be updated once they are placed

How do I contact customer service?
You can contact one of our Lash Experts Monday – Friday between 9:00am – 5:00pm PST at info@lillylashes.com or via phone at (424) 398-7111.

I’m interested in distributing Lilly Lashes, who should I contact?
Click here to be redirected to our Wholesale Submission page. 

Product Information

What is the most dramatic Lilly Lash?
The most dramatic Lilly Lash style is “Carmel” in our 3D Mink Collection. We recommend these lashes for the most glamorous and bold looks. 

What is the most natural Lilly Lash?
The most natural Lilly Lash style is “Goddess” in our Luxury Collection. We recommend this lash for anyone new to wearing lashes or for an everyday look.

How do I care for my Lilly Lashes?
For information on how to apply, remove or care for your lashes check out our How To Tutorial page here

How do I apply my Lilly Lashes?
For information on how to apply, remove or care for your lashes check out our How To Tutorial page here

How do I remove my Lilly Lashes?
For information on how to apply, remove or care for your lashes check out our How To Tutorial page here.

Do Lilly Lashes come with glue?
Lilly Lashes do not come with lash adhesive. You can use any temporary lash adhesive to apply your lashes.
 

Shipping & Returns

How do I track my order?
You can track your order by clicking here
My tracking number is not showing any information.
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 receipt 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. for regular orders and for Rush Handling will be shipped out from our warehouse in order 24 hours with the exception on orders placed Fridays after 2 pm, or during the weekend or Holidays, these orders will be processed the next business day.

Refuse or Return Packages
For In case of a Refuse or Return packages the shipping and handling fees will be charged to the payment form selected during checkout, and will be subtracted from any refund. Also a reshipping fee of $2.99 will be charge in case of a reshipment.

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 in all orders will be $2.99. Lilly Lashes is not responsible for any lost or stolen packages shipped. 
 

Offers and Promotions

LillyLashes.com occasionally offers special offers and promotions. Customers can apply one promotion code per order and promotion codes cannot be applied to kits or discount items. LillyLashes.com offers free U.S. shipping on all orders over $50. (after discounts and taxes). ca.lillylashes.com offer free standard shipping on all orders over $66.16 CAD. (after discounts and taxes)

Promotional Exclusions

*Free Gift on all orders offer cannot be combined with other discount codes and offers. Limited time only. Limit one Gift per order. Free Gift cannot be returned or exchanged. Free Gift selection is random and customers will have the ability to make their selection in the shopping bag. Minimum of $13 order required to select a free gift. Lilly Lashes reserves the right to modify or cancel this promotion at any time without notice.
 
*Free Miami offer cannot be combined with other discount codes and offers. Limited time only. Limit one Free Miami Lash per order. Free Miami Lash cannot be returned or exchanged. Lilly Lashes reserves the right to modify or cancel this promotion at any time without notice.
Only orders placed during the promotion can take advantage of the Promotional Prices.  
Coupon & Discount Codes Promotional/Sales:  *Exclusions apply. Discount code not valid on kits, collections, already discounted and new items. Enter promotion code at checkout to apply discount. Minimum $X order value. Some codes automatically applied during checkout.
% OFF Sale:  *Exclusions apply. Discount not valid on kits, collections, already discounted and new items. Additional discounts codes can’t be combined. 
$ Value Sale or Promo:  *Exclusions apply. Additional discounts codes can’t be combined. 
Buy One, Get one Free Promo/Sale:  *Limit one free gift per order. Minimum $13USD order value to redeem. Additional discounts codes can’t be combined. While supplies last. 
Free Shipping no code needed:  *Free shipping applies to U.S. customers only. Cannot be combined with another discount. Minimum $6USD purchase to qualify. 
New Products:  *Additional discounts can’t be applied. Pricing advertised on lillylashes.com Reflects USD pricing. While supplies last. 
Bundles: *Additional discounts can’t be applied. Pricing advertised on lillylashes.com Reflects USD pricing. Bundles are not currently available on https://ca.lillylashes.com/ 

International

Do you ship internationally?
Yes, we ship to almost every country worldwide.

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. Work best with PO Boxes. All addresses and information should be in English.  Our international Carriers do not accept PO Boxes as 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. 

Customs and Duties information.
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.
 

Refuse Packages

In case of refuse packages, the shipping and handling fee will be charged to the payment form selected during checkout and will be subtracted from any refund.

For any delivery situation with your international delivery please contact your carrier with the tracking number provided. 

Packages Returned

All international packages returned to our facilities will be refunded. Please note that shipping and handling fees are not refundable. 

Subscription Program

(VALID ONLY FOR DOMESTIC ORDERS) 
How often will my orders be shipped?
Your Lilly Lashes monthly auto-replenishment/auto-delivery will be sent out 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.

To modify your 
auto-replenishment/auto-delivery:
  1. Log into your Lilly Lashes account and click "Manage Subscription"

  2. Under the "Subscriptions" tab you have either "Swap", "Edit" or "Cancel" your subscription

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, haven't had a chance to enjoy your lashes yet, we get it. Don't worry, you can easily skip a shipment in your account online, or contact us and we'll help you skip a future subscription shipment.

To skip your subscription:
  1. Log into your Lilly Lashes account and click "Manage Subscription"

  2. Under the "Delivery Schedule" tab you can simply select the shipment that you would like to skip.

Please note: Orders are processed immediately. You may cancel your subscription at any time, however if an 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.

When will I be billed?
You’ll be billed when your Lilly Lashes subscription shipment ships.

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.  Log into your Lilly Lashes account and click "Manage Subscription" 
2.  Under the "Subscriptions" tab you have either "Swap"

How do I update my payment information for my subscription?
If you need to update your payment information for your subscription you can easily manage this in your account online, or contact us at 424-398-7111 Monday – Friday between 8:30am – 5:00pm PST and we’d be happy to help.

To modify your subscription payment information:
  1. Log into your Lilly Lashes account and click "Manage Subscription"

  2. Under the "Billing Information" tab you can select "Edit"  under "Card On File" Please note this will update your payment information for future shipments. If you have a pending subscription shipment being held due to a payment error please contact our customer support team to resolve this issue.