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Frequently Asked Questions

PRODUCT

How are Lash Star Beauty products different from other beauty brands?
 Lash Star is a revolutionary new makeup line. It is the first and only color cosmetics brand rooted in professional makeup artistry to manufacture and distribute a complete line of products devoted to all things eyelashes.

How can I find out more information about a product?
 You can learn all about our products on their individual product pages.

What skin types are Lash Star products suitable for?
 Our products are appropriate for all skin types and free-from parabens, phthalates, sodium lauryl sulfate, triclosan, and artificial fragrances.

Will product melt/dry/freeze/expire/etc? If the product is subjected to excessive heat or cold for short periods of time, it will not impact the product’s efficacy, though it may result in a thicker or thinner texture.
While the products don’t have a formal expiration date, it is generally recommended that they be used within 3 years of manufacture or 6 months after opening for best product quality. Please note that you should replace your mascara and eyeliner every 3 months to prevent a bacterial infection.

Do you have samples?
 Unfortunately, we do not offer product samples at this time.

Do you test on animals?
 No – never!

Can I sell the products on my own site?
 Unfortunately, your purchase of Lash Star products is only for your personal use. By purchasing Lash Star products, you agree not to resell or distribute such products for any commercial purposes. We may reject or cancel an order if we have reason to believe that your order is not for your personal use.

Is this product available anywhere besides lashstarbeauty.com?
 For now, our products are only available on lashstarbeauty.com.

When is the next product launching?
 We’ll be coming out with new products very soon–sign up with your email address to get the latest updates.

 

ORDERING

How can I update my order?
 Please email us at hello@lashstarbeauty.com as soon as possible if you would like to cancel or change your order. Our fulfillment center processes orders quickly, but we’ll do our best to process your request. Orders cannot be modified after 4:30pm E.T. on the day of ordering.

How can I check the status of my order?
 You can view order status on your Account page, which will be updated as soon as you are charged for your shipment and again once your order ships.

Can I use multiple promo codes at checkout? Only one promo code will work during checkout. If you have more than one discount code, please choose the one you want to use more. Free Shipping offers advertised on site without a code will be automatically applied and can be used in conjunction with a separate promo code.

 

RETURNS & EXCHANGES

Can I return my product?
 All returns must be processed within 30 days of receiving the order and the product must be unused or very gently used. You will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded.
Please contact hello@lashstarbeauty.com to initiate your return.

What’s your exchange policy?
 Unfortunately, we cannot accept product exchanges at this time. Please return your original item and place a new order for the new item.

How long does it take to process a return? Credit card refunds take 5-10 business days to appear on your statement. If you are shipping the product to our fulfillment center, please allow 10 business days for the refund to show up on your credit card statement.

What should I do if I receive the wrong product?
 If you received a product different from the one that you ordered, sorry about that! Please contact us as soon as possible at hello@lashstarbeauty.com

Where should I drop off my return or exchange package?
 You can drop the package off at any UPS location or arrange a UPS pick-up.

View our full Return Policy here

 

BILLING

When will my credit card be charged?
 Your credit card will be charged as soon as your order is accepted and processed.

What forms of payment do you accept?
 We accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club credit cards, debit cards or pay via PayPal. Unfortunately, we cannot accept checks or money orders.
At this time, we do not accept International credit cards.

What can I do if my payment is declined?
 Oh no! Here are a few things to check if your payment didn’t go through:

  • Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
  • Is your card expired?
  • Your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before trying your card again.

 

SHIPPING

Where do you ship?
 Lash Star currently ships to the 50 states and Puerto Rico. You may experience longer delivery times when shipping to Hawaii, Alaska, and Puerto Rico.
We currently do not ship to P.O./A.P.O. boxes or internationally but are working on bringing Lash Star Beauty everywhere around the world.

How will my order be shipped?
 We offer three shipping speeds:

  • UPS Ground (4-6 business days): $5.95
  • UPS 2nd-Day (2-3 business days): $12.95
  • UPS Next-Day (1-2 business days) $19.95

PS: Ground shipping is always free when you spend $30 or more. Please note, we only offer 2-Day and Overnight Shipping to the 48 contiguous states.

When will my order ship?
 Processing takes 1 to 2 business days (and orders placed after 12pm ET are processed the next business day). You’ll get an email with your UPS tracking number as soon as your package ships.

How long will it take to ship to Alaska, Hawaii, and Puerto Rico?
 You might experience a few extra days in shipping timelines. Shipping to these states will take about 11-15 business days.

I'm having problems with the tracking.
 Sorry about that! Please allow UPS 1-2 business days register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can at hello@lashstarbeauty.com

How can I edit my shipping address?
 If your order is shipping to an incorrect address, please email hello@lashstarbeauty.com as soon as possible. Please note that you must contact us before 4:30pm ET on the same-day as ordering to modify your shipping address.

 

ARTISTRY PROGRAM

Do you offer discounts to makeup artists?
 Yes! We want to make it easier for our pro makeup artist friends to keep their kits full of Lash Star, so we’re offering a discount of 20% off all lashstarbeauty.com orders upon acceptance into our Artistry Program.

How do I enroll in the Artistry Program?
 Email hello@lashstarbeauty.com and include the following in your submission:

  • Copy of your photo ID
  • At least 1 credential (an example of this would be your name listed in the credits in an editorial)
  • Link to website and/or social channel

How will I know I’ve been accepted into the program?
 We’ll email you within 48 hours to confirm your acceptance. Once you’re accepted, you will receive an exclusive discount code to apply your discount for one year, at which point you’ll have the option to renew.