Frequently Asked Questions

We’ve collected the most common questions from our customers to help you get answers quickly. If you can’t find the information you need here, please contact our customer service team.

## Order & Payment
### Q: What payment methods do you accept?
A: We accept PayPal, all major credit/debit cards (Visa, Mastercard, American Express, JCB), and Alipay for cross-border payments.

### Q: How can I modify or cancel my order?
A: You can modify or cancel your order within 24 hours of placing it, as long as it has not been shipped. Please contact our after-sales team immediately with your order number. Once the order has been shipped, we cannot modify or cancel it.

### Q: How do I know if my order has been placed successfully?
A: You will receive an order confirmation email immediately after your payment is completed. Please check your inbox (and spam folder) for the email, which contains your order number and details.

## Shipping & Delivery
### Q: What is your shipping range?
A: We ship to most countries and regions worldwide. You can check the available shipping countries and fees at checkout.

### Q: How long does delivery take?
A: Order processing takes 1-3 business days. Standard shipping to the US/Europe takes 7-15 business days, expedited shipping takes 3-7 business days. Delivery time may be affected by customs clearance, holidays or weather conditions.

### Q: Who is responsible for import duties and taxes?
A: Import duties, taxes and customs fees are not included in our product price or shipping fee. These charges are the buyer’s responsibility, and are determined by your local customs authority.

## Product & Use
### Q: Are your lashes reusable?
A: Yes! With proper care and cleaning, our high-quality lashes can be reused 10-20 times. We recommend removing glue residue gently after each use and storing them in the original tray to maintain their shape.

### Q: Are your products cruelty-free and skin-friendly?
A: Absolutely. All our lashes are made from cruelty-free, hypoallergenic materials, and have passed strict skin safety tests. However, if you have extremely sensitive skin, we recommend doing a patch test before full use.

### Q: What if I receive a defective or incorrect product?
A: Please contact our after-sales team within 30 days of receiving your order, and provide clear photos of the product and your order number. We will verify the issue and arrange a full refund or free replacement for you immediately.

## Returns & Refunds
### Q: What is your return policy?
A: We offer a 30-day return window from the date you receive your order. For hygiene and safety reasons, we only accept returns of unopened, unused products in their original packaging. Opened or used lashes are not eligible for return or refund, except for confirmed quality defects. For full details, please check our Returns & Refunds Policy.

### Q: How long does it take to get a refund?
A: Once we receive and inspect your returned product, we will process your refund within 3 business days. The refund will be sent to your original payment method, and it may take 3-7 business days to show up in your account, depending on your payment provider.

## Wholesale & Custom
### Q: What is your minimum order quantity (MOQ) for wholesale?
A: Our standard MOQ for in-stock styles is [100-500] pairs per style. For custom OEM/ODM orders, the MOQ is [100-500] pairs per design. We can also offer flexible MOQ for new partners, please contact our wholesale team for details.(The specific situation needs to be determined according to the actual package quantity of raw materials, consumables, etc. for each batch.)

### Q: Do you offer custom packaging and logo printing?
A: Yes! We offer full custom services, including custom lash styles, packaging design, logo printing, and private label solutions. Our design team will work with you to create your exclusive brand products.