Frequently asked questions

ALL FAQ'S

How do I change or cancel my order?


Orders cannot be changed or canceled upon submitting your purchase. If, for whatever reason (upon Emme Lashess decision) your order is cancelled, you will be charged a 10% restocking fee.




How do I know if my package has been shipped and is on its way?


When your order is placed, you will receive an automatic confirmation email. Your order will process, and when it's ready to leave our Distribution Center you will receive a second email with tracking information for your shipment. Please refer to our full Shipping Policy for current processing times and available shipping methods. Note: Receiving a shipping confirmation email does not necessarily mean that the carrier has picked up your package from our Distribution Center. Depending on the shipping method selected, please use the carrier’s tracking features to determine when your package is picked up, in-transit, and delivered to your door.




Do you refund shipping fees?


Shipping fees are non-refundable.




What does "Returned to Sender" mean?


This can happen if 1) an address is invalid or missing information 2) the carrier is unable to deliver your package 3) the order is refused by the customer at the time of delivery. Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Emme Lashess does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.




My package is being sent back to Emme Lashess what do I do?


If your package does not successfully deliver and is sent back to Emme Lashess, it is typically due to insufficient address information. Your package will be returned and “Returned to Sender” will be stated on your tracking information. This can happen if an address is invalid or missing information and the carrier is unable to deliver your package. Returned to sender packages will require for customer to pay for reshipping fee, or may be issued a store credit (minus shipping cost). There are no refunds.




Can I return my lashes?


For sanitary purposes, there are no returns or exchanges.




My package says it was delivered but didn't recieve anything.


If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact USPS to file a claim. We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete. Emme Lashess does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered. Please file a claim directly with the United States Postal Service: https://www.usps.com/help/claims.htm




I forgot to add my apartment number, can I update my shipping information?


No. Unfortunately, the moment an order has been placed the shipping information cannot be altered or changed. What can I do? Your package will be marked as "Return to Sender," due to the incomplete address. The package will return to Emme Lashess and the customer will have to pay a reshipping fee or take store credit (minus shipping cost).




Do you ship internationally?


Yes, we ship worldwide. Packages are shipped via USPS first class mail and may take up to 7-15 days to arrive.




Do you have PR?


No. Emme Lashess does not have PR opportunities at the moment.




I haven't used my lashes, can I exchange them?


For sanitary purposes, there are no returns or exchanges.




How long will it take to process my order?


All orders take 2- 3 business days to process after it has been placed. (Refer to our homepage calender for shipping days).




What does processing time mean?


Our processesing time= the amount of days it will take to get to your order, give it a tracking number and package it.




Priority Shipping


Processing time 2-3 business days. (Refer to our homepage calender for shipping days). Priorirty packages will take an addditional 2-3 business days to deliver.
Delays, holds, returns or forwarded mail is out of our control. PLEASE, double check your address to avoid any issues.




Standard Shipping


Processing time 2-3 business days. (Refer to our homepage calender for shipping days). First class packages will take an additional 2-5 business days to deliver.
Delays, holds, returns or forwarded mail is out of our control. PLEASE, double check your address to avoid any issues.




How can I get a refund?


ALL SALES ARE FINAL.




Are you open to collaborations?


Collaboration opportunities are not available at the moment.





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