FAQ
Frequently Asked Questions
Got questions? We've got answers! If you don't see what you're looking for here, feel free to contact us.
About Our Lashes
Q: Are your lashes cruelty-free?
A: Absolutely! Our lashes are handmade from high-quality, cruelty-free faux mink fibers. We believe in beauty that doesn't harm animals.
Q: What makes your lashes different from others?
A: Our lashes feature an ultra-thin, flexible band that fits comfortably along your lash line for easy, seamless application—perfect for beginners and pros alike.
Q: Do your lashes feel heavy?
A: Not at all. Our lashes are designed to feel weightless and effortless from the moment you wear them.
Q: Are your lashes reusable?
A: Yes! With proper care, you can enjoy multiple wears from each pair.
Q: How many times can I wear the lashes?
A: Each pair is handmade and designed for multiple wears — often 10 or more — when cared for properly. Be gentle when removing them, clean off any glue residue, and store them in their case to maintain their shape and quality.
Q: What lash styles do you offer?
A: We offer a variety of styles from natural everyday looks to dramatic volume lashes. Browse our catalogue to find your perfect match!
Application & Care
Q: How do I apply the lashes?
A: Each order comes with easy-to-follow instructions. Plus, our flexible band makes application simple, whether you're a first-timer or a lash expert. Check out our Lash N' Learn page for tutorials!
Q: Is your lash glue safe?
A: Yes! Our lash glue is made with minimal ingredients designed to be safe and comfortable for your eyes.
Q: How do I remove and clean my lashes?
A: Gently peel the lash from the outer corner, remove any glue residue with your fingers or tweezers, and store them in their original case. Avoid using water or makeup remover directly on the lashes.
Q: How should I store my lashes?
A: Always store your lashes in their original case to maintain their shape and protect them from dust and damage.
Shipping & Orders
Q: Where do you ship?
A: We ship to Canada and the United States. For more details, check our Shipping Policy.
Q: How long does shipping take?
A: Orders are processed within 1-3 business days. Canadian orders typically arrive within 3-7 business days, while U.S. orders take 7-14 business days depending on customs clearance.
Q: Do you offer free shipping?
A: Yes! We offer free shipping on orders over $50 for Ontario & Quebec, $75 for other provinces, and $100 for BC and territories. See our Shipping Policy for details.
Q: Can I track my order?
A: Absolutely! You'll receive a tracking number via email once your order ships.
Q: Do you offer local pickup?
A: Yes! Free local pickup is available at our Bolton, ON location during business hours. Select "Pickup" at checkout.
U.S. Customers - Customs & Duties
Q: Will I have to pay customs fees or tariffs if I live in the U.S.?
A: Possibly. Since we ship from Canada and some of our product components are made internationally, U.S. Customs may charge duties or tariffs when your package arrives. These fees are not included in your order total and are your responsibility to pay upon delivery.
Q: What happens if I refuse to pay customs fees?
A: Your package may be returned or abandoned. In that case, we'll refund the product cost, but shipping and customs fees are non-refundable.
Q: How can I avoid surprises with duties?
A: We recommend checking with U.S. Customs before ordering. The fees vary by product type and country of origin. All products are clearly declared and properly documented by us.
Returns & Refunds
Q: Can I return my lashes?
A: Due to health and safety regulations for personal care products, all sales are final. We cannot accept returns for change of mind or opened items. However, we will replace or refund damaged or defective products. See our Refund Policy for details.
Q: What if my lashes arrive damaged?
A: Contact us at orders@eyelashwarehouse.com within 7 days with your order number and photos of the damage. We'll make it right with a replacement or refund!
Q: What if I receive the wrong item?
A: We're so sorry! Contact us within 7 days at orders@eyelashwarehouse.com with your order number and a photo of what you received. We'll send the correct item at no charge.
Discounts & Promotions
Q: Can I use more than one discount code?
A: Only one discount code can be used per order. Referral rewards and first-time subscriber discounts are also limited to one use per customer. See our Refund Policy for full terms.
Q: Can I apply a discount code after I've placed my order?
A: Unfortunately, discount codes cannot be applied retroactively to orders already placed.
Q: Do you offer wholesale pricing?
A: Yes! We have a wholesale program for salons, beauty professionals, and retailers. Learn more on our Wholesale page.
Account & Payment
Q: Do I need an account to place an order?
A: No, you can checkout as a guest. However, creating an account makes it easier to track orders and save your information for faster checkout.
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express), debit cards, and Shop Pay through our secure Shopify checkout.
Q: Is my payment information secure?
A: Yes! All transactions are processed through Shopify's secure, encrypted payment system.
Other Questions
Q: Are your products vegan?
A: Yes! Our faux mink lashes are 100% vegan and cruelty-free.
Q: Do you test on animals?
A: Never! We are completely cruelty-free and do not test on animals.
Q: Can I purchase your products in stores?
A: Currently, we sell online and offer local pickup at our Bolton location. Interested in carrying our products? Check out our Wholesale Program.
Pricing & Updates
Heads Up!
We occasionally update our prices or promotions based on availability, supplier changes, or seasonal offers. Eyelash Warehouse reserves the right to make these adjustments when needed — thanks for understanding!
Still have questions? Contact us – we're here to help!