Frequently Asked Questions

How do I place an order?

Browse our collections at curlashes.com, add your chosen items to the cart, and proceed to checkout. Enter your delivery address, select your payment method, and confirm. You’ll receive an order confirmation email within a few minutes. If you don’t see it within 15 minutes, check your spam or junk folder before contacting us.

Can I modify or cancel my order after placing it?

You can, but the window is short. We dispatch orders within 24–48 hours, so if you need to change an item, a shade, or your address, email support@curlashes.com as soon as possible with your order number and what needs to change. We’ll action it if the parcel hasn’t already left us. Once your order has been dispatched, it can no longer be modified or cancelled, but it may still be eligible under our refund policy once it arrives.

How will I know my order was confirmed?

Once your order is placed and payment is accepted, you’ll receive an order confirmation email at the address used at checkout. It includes your order number, an item summary, your delivery address and the estimated dispatch timeframe. Keep this email — the order number is the first thing we’ll ask for on any support query. If nothing arrives within 15 minutes, check your spam folder, then contact us at support@curlashes.com.

Why was my order cancelled?

Orders can be cancelled for a few reasons: the item sold out between the moment you added it to your cart and the moment we processed the order; a payment verification issue such as an address mismatch or a declined authorisation; a pricing or listing error corrected before fulfilment; or a transaction flagged as suspicious by our payment processor. In every case, if payment was taken you receive a full refund, and we email you the reason for the cancellation.

Can I order as a guest without creating an account?

Yes. Guest checkout is fully available. You don’t need an account to place an order, track your shipment, or request a return. An account is optional and simply makes it easier to see your order history and check out faster next time. Your details are handled according to our privacy policy either way.

What if an item I want is out of stock?

If a product shows as out of stock, email us at support@curlashes.com and we’ll tell you what we know about the restock timeline, or let you know when it’s back. We refresh the catalog regularly across all ten collections, and we’d rather show a product as genuinely out of stock than take an order we can’t fulfil.

Can I send an order as a gift?

You can ship to any US address, so sending an order directly to someone else is straightforward — just enter their address at checkout. We don’t currently offer gift wrapping or printed gift messages. If you have a specific gifting requirement, email support@curlashes.com before you order and we’ll tell you honestly what we can and can’t do.

How much does shipping cost?

Shipping is calculated and displayed at checkout, before you confirm payment, based on your order and delivery address. There are no charges added after checkout and no surprises on the final screen. We occasionally run free shipping promotions — when we do, the discount is applied automatically at checkout.

How long does delivery take?

Orders are processed and dispatched within 24–48 hours of your confirmation email, excluding weekends and public holidays. Delivery then takes an estimated 7–12 business days from dispatch, for a door-to-door timeline of roughly 8–14 business days. You’ll receive a tracking number by email as soon as your parcel leaves us. Delivery times can vary with your location and outside factors such as weather or carrier delays.

Do you ship to my country?

We currently ship within the United States only. We do not ship internationally at this time. If you’re outside the US, email support@curlashes.com and we’ll let you know if that changes.

Do you ship to P.O. Boxes?

Delivery to P.O. Boxes may be restricted depending on the carrier used for your shipment. We strongly recommend giving a physical street address at checkout so your parcel isn’t delayed or returned. If a P.O. Box is your only option, contact us at support@curlashes.com before ordering and we’ll confirm whether it can be accommodated for your location.

I haven’t received my order yet — what should I do?

Start with your tracking link, which was emailed to you at dispatch. Most delays show up there. If your tracking hasn’t updated for more than 5 business days, or if more than 12 business days have passed since dispatch with no delivery, email support@curlashes.com with your order number. We’ll open an investigation with the carrier on your behalf and come back to you with a resolution.

Can I change my shipping address after ordering?

Only before your order is dispatched, which is usually within 24–48 hours of ordering. Email support@curlashes.com immediately with your order number and the corrected address. Once the parcel has shipped, we can’t redirect it or update the address. Please double-check your delivery address before confirming your purchase.

Are there any customs charges or import duties?

No. All orders ship and are delivered entirely within the United States, so no customs duties or import taxes apply. What you pay at checkout is the full amount.

My tracking says “delivered” but I didn’t receive my order

Before anything else: (1) check around your property — couriers often leave parcels at a side door, in a porch, or with a neighbour; (2) ask others in your household; (3) look for a delivery card in your letterbox; (4) if it’s still missing, email support@curlashes.com within 48 hours of the reported delivery date with your order number, and we’ll open a carrier investigation straight away.

What is your return policy?

You have 30 days from receiving your item to request a return. To be eligible, the item must be in the same condition you received it — unused, unopened, in its original packaging — and you’ll need your receipt or proof of purchase. Requests outside that window, or items showing signs of use, can’t be accepted. Full terms are in our refund policy.

How do I start a return?

Email support@curlashes.com with your order number, the item you want to return, and the reason. We’ll reply within 1–2 business days. If your return is accepted, we’ll send you the return address and instructions on how to send your parcel back. You arrange and pay for the return shipping yourself. Please don’t send anything back before requesting a return — items returned without approval cannot be accepted or processed.

Which items can’t be returned?

Cosmetics are personal care products, so hygiene rules apply. Opened or used items cannot be returned — that includes mascara, lipsticks and glosses, foundations and concealers, serums, cleansers, and false lashes that have been worn or removed from their sealed tray. Sale items and gift cards are also non-returnable. Unopened items in their original sealed packaging are returnable within the 30-day window as normal. None of this affects your rights if an item arrives damaged, defective, or is not what you ordered — those are always covered.

Who pays for return shipping?

For change-of-mind returns, return shipping is at your own cost — you arrange the carrier and pay for the label. We recommend using a tracked service and keeping your proof of postage, because we can’t refund an item that never reaches us and can’t be traced. If an item arrived damaged, defective or incorrectly sent, that’s on us: the return costs you nothing and we cover it in full. Please keep the original packaging until your return is resolved — we sometimes need it.

How long does my refund take?

Once your return arrives, we inspect it and email you to confirm whether the refund was approved. If approved, you’re refunded automatically to your original payment method within 10 business days. Your bank or card issuer may then take a few more days to post the funds to your account. If more than 15 business days have passed since we approved your return and you still don’t see the money, email support@curlashes.com and we’ll chase it.

Can I exchange an item for a different shade?

The fastest route is to return the item you have and place a separate order for the shade you want, so you’re not waiting on stock to move twice. Email support@curlashes.com within your 30-day window and we’ll start the return. The same hygiene rules apply — an opened lipstick or foundation can’t come back to us, so if you’re unsure about a shade, ask us before you order rather than after.

I received a damaged or defective item — what do I do?

Inspect your order as soon as it arrives and contact us immediately at support@curlashes.com with your order number and clear photographs of the damage or defect. We’ll evaluate it and make it right — a replacement or a full refund, with return shipping covered by us. Don’t throw away the packaging before you’ve heard back from us.

How do I choose the right shade?

Each product page shows the available shades with photography and a description of the finish — matte, glossy, satin — and, for multi-shade sets, what’s included. Because opened cosmetics can’t be returned for hygiene reasons, it’s worth asking before you buy rather than guessing. Email support@curlashes.com, tell us your skin tone and what you’re trying to achieve, and we’ll give you a straight recommendation.

Are the colours accurate to the photos on the website?

We photograph products as accurately as we can, but how a shade appears on your screen depends on your device’s display, brightness, screen type and the light in your room. Small differences between the photo and the physical product are normal and are not a defect. If exact colour matching matters for your purchase, contact us before ordering and we’ll describe the shade in more detail.

Are your products authentic?

Yes. Everything we sell is genuine and accurately described. We do not sell counterfeit, replica or imitation goods, and products are sourced directly from manufacturers or authorised suppliers. If you ever have a concern about a product you’ve received, email support@curlashes.com with your order number and photographs and we’ll deal with it without delay.

Are your products cruelty-free or vegan?

This varies by product and supplier, and we’d rather tell you that plainly than make a blanket claim we can’t stand behind for the whole catalog. Where a product carries a specific certification, it’s stated on the product page or its packaging. If cruelty-free or vegan formulation is a requirement for you, email support@curlashes.com with the product in question and we’ll confirm what we know from the manufacturer before you order.

Where can I find the full ingredient list?

The complete ingredient list is printed on the product packaging, and where available it’s also shown on the product page. If you have a known allergy or sensitivity, contact us at support@curlashes.com before ordering and we’ll check the formulation for you rather than have you find out after opening it. We always recommend patch-testing a new product on a small area of skin before full use.

How long do cosmetics last once opened?

Look for the small open-jar symbol on the packaging — the number inside it (6M, 12M, 24M) is the period after opening, in months. As general guidance: mascara and liquid eye products should be replaced roughly every 3 months because of bacterial risk near the eye; lip products and liquid foundations typically last 12 to 18 months; powders last longer. Store products away from heat and direct sunlight, keep lids closed, and don’t share eye products.

Are lash and brow serums safe to use?

Our serums are cosmetic products, not medicines. They are formulated to condition lashes and brows and affect their appearance, and we make no claim that they treat, cure or prevent any medical condition. Results vary from person to person and depend on consistent use over time. Before you start: patch-test on a small area of skin, apply only to the lash line as directed rather than into the eye itself, and stop using the product if you experience redness, itching or irritation. If you have a known eye condition, wear contact lenses, are pregnant or breastfeeding, or are using prescription eye drops, speak to your doctor or optometrist first.

Can I use your products with lash extensions?

Our lash shampoo is formulated to be extension-safe and is designed for exactly this — daily cleansing without breaking down the adhesive. Avoid oil-based removers and oil-heavy products around extensions, as oil degrades the bond. Magnetic false lashes and heated curlers are not intended for use over extensions. If you’re unsure whether a specific product is safe with your set, email support@curlashes.com and ask before you use it.

How do I use a heated eyelash curler safely?

Always read the instructions included with the device before first use. In general: use it on clean, dry lashes before applying mascara, never on wet lashes or over a wet product; let the device reach temperature, then press gently against the lash line and hold for a few seconds rather than clamping hard; start on the lowest heat setting to see how your lashes respond; and keep the heated surface away from your eyelid and the eye itself. Stop immediately if you feel discomfort, and never leave the device switched on unattended.

What payment methods do you accept?

We accept the following at checkout:

Cards: Visa, Mastercard, American Express, Discover, Diners Club
Digital wallets: PayPal, Apple Pay, Google Pay, Shop Pay, Amazon Pay

All payments are processed securely through Shopify Payments. We do not accept bank transfers, cheques or cash on delivery. Payment is taken in full at checkout.

Is my payment information secure?

Yes. Our store runs on Shopify, certified to PCI-DSS Level 1 — the highest payment security standard in e-commerce. Everything transmitted during checkout is protected by SSL/TLS encryption, and where applicable transactions are further secured with 3D Secure authentication. We never see, store or handle your card number, CVV or banking credentials.

Which currency are prices in?

All prices on curlashes.com are displayed and charged in US Dollars (USD, $). If your card is issued in another currency, your bank applies its own exchange rate and any conversion fee — those charges come from your bank, not from us.

Why was my payment declined?

Declines are almost always decided by your bank or card issuer rather than by us. The usual causes: insufficient funds or a credit limit reached; card details entered incorrectly; your bank flagging the transaction as unusual; 3D Secure authentication not completed; or a temporary issue at your card provider. Try a different payment method, or contact your bank. If it keeps failing across several methods, email support@curlashes.com and we’ll help.

Do you store my credit card details?

No. Curlashes never stores your card number, CVV or banking details on our systems. Payment processing is handled entirely by Shopify’s PCI-DSS Level 1 certified infrastructure — your details go directly to the payment processor over an encrypted connection. If you create an account and save a payment method, it’s held in Shopify’s tokenised vault, not by us.

Can I pay with PayPal?

Yes. Select PayPal at checkout and you’ll be redirected to complete payment securely on PayPal’s platform, using your balance, a linked bank account, or a card saved in your PayPal account. PayPal Buyer Protection applies to eligible purchases.

How can I contact Curlashes?

By email, at support@curlashes.com. You can write at any time and we respond within 24–48 business hours, Monday to Friday. Email is our only support channel at present, and it’s the right one for order issues, returns, and anything that needs documentation or photographs.

What are your support hours?

Our team works Monday to Friday. You can email us at any time — messages that arrive in the evening, at weekends or on public holidays are answered on the next working day.

How quickly will you respond to my message?

We aim to answer every message within 24–48 business hours, and most are answered the same or next business day. If you haven’t heard back within two business days, check your spam or junk folder — replies occasionally land there. If there’s still nothing, resend your email and we’ll prioritise it.

Do you have a live chat or a phone line?

Not at the moment. Email is the fastest way to reach us — write to support@curlashes.com and you’ll get a reply within 24–48 business hours. We’d rather run one channel properly than three badly, and email lets us review orders and photographs before answering. We’re always looking at expanding our support options as we grow.

I have a complaint — how do I escalate?

Write to support@curlashes.com first — we resolve the overwhelming majority of issues directly, and we’d rather fix it than have you go elsewhere. If you feel your concern hasn’t been addressed properly, you can contact the Federal Trade Commission at ftc.gov or your state attorney general’s consumer protection office.

Is Curlashes a legitimate company?

Yes. Curlashes is a brand operated by Cancel Culture LLC, a limited liability company registered in the State of Wyoming, United States, EIN 001792795. Our registered address is 30 N Gould St Ste N, Sheridan, Wyoming 82801, United States. We are a compliant e-commerce business serving customers across the US. If you need documentation about our company for any purpose, email support@curlashes.com.