FAQ
PRODUCTS & SERVICES
What is the difference between Matte Black and Ultra Black lashes?
Matte Black has a soft, low-shine finish that creates natural dimension and textured sets. Ultra Black has a deeper, more saturated finish for crisp definition and stronger visual density. See our complete Matte Black vs. Ultra Black guide.
How do I choose the right thickness, curl and length?
Choose specifications according to your technique, the desired result and the condition of the natural lashes. Our 0.03, 0.05 and 0.07 options are designed for volume work, while our curl selection includes essential and specialty curls such as J, B, C, CC, D, L, M and LC. Mixed-length trays are a practical choice when you need several lengths in one box. If you are unsure, contact us before ordering.
Are COMELYLASH products designed for professional use?
Our lash extensions, precision tweezers, adhesives and professional supplies are developed for lash artists, studios and beauty businesses. Adhesives and other professional-use products should only be used by trained professionals in accordance with the instructions and local requirements.
Do you offer wholesale pricing?
Yes. Lash tray orders receive 10% off at 30 boxes and 20% off at 50 boxes. Other eligible products receive 10% off at 20 pieces and 15% off at 30 pieces. Qualifying discounts are applied automatically, no code is required, and they cannot be combined with other promotions. See our Wholesale Program for full details.
Do you offer private label and OEM services?
Yes. We support private-label and OEM projects for lash extensions, tweezers and selected professional supplies. Packaging, logo application, product specifications, minimum quantities and lead times depend on the project. Please contact us with your product, quantity, packaging and target-market requirements.
Can I order samples before placing a wholesale order?
Yes. You can purchase standard products from our store to evaluate quality before a larger order. For customized samples, private-label packaging or OEM development, contact us first because sample costs and lead times vary by project.
ORDERS & PAYMENT
Which currency will I be charged in?
Store prices and transactions are shown in US Dollars. If your card or account uses another currency, your payment provider will convert the amount using its exchange rate and may charge a conversion fee.
What payment methods do you accept?
Available payment methods are displayed at checkout and may vary by country. Major credit and debit cards are supported. Complete the payment only through the secure checkout options shown on COMELYLASH.com.
How secure is my online order?
Checkout information is transmitted through an encrypted connection and processed by Shopify-supported payment providers. COMELYLASH does not store your full credit card number on its own servers.
Can I change my email or shipping address after ordering?
Contact us immediately with your order number and the correct details. We will try to update information before fulfillment, but changes cannot be guaranteed after an order has been processed or shipped.
Can I change or cancel my order?
Contact us as soon as possible with your order number. We will review the request before fulfillment, but an order that has already been packed, customized or shipped cannot be changed or canceled. Any approved refund is returned to the original payment method.
Can I combine discount codes or promotions?
Discount codes, automatic wholesale pricing and other promotions cannot be combined unless a promotion specifically states otherwise. Shopify checkout will apply only the eligible offer permitted for the order.
SHIPPING & CUSTOMS
When will my order be processed?
Orders are normally processed Monday through Friday within 2–3 business days after payment. Processing may take longer during holidays, major promotions or for customized orders. You will receive tracking information after shipment.
Do you ship internationally?
Yes, we ship to many international destinations. Available services, costs and estimated delivery times are calculated at checkout according to the destination, parcel weight and available carrier options.
When will my order arrive?
Delivery estimates are shown at checkout and begin after processing, not on the day the order is placed. Transit time depends on the destination, shipping method, carrier and customs clearance. Carrier estimates are not guaranteed delivery dates.
Why has my tracking information not updated?
Tracking may take 24–48 hours to update after shipment and can pause while a parcel is transferred between facilities or processed by customs. If there is no movement for several business days, contact the carrier first and then contact us with your order number.
Is my order eligible for free shipping?
Eligible orders with a qualifying subtotal of $79 USD or more receive free shipping where the offer is available. Discounts, destination restrictions, oversized items or special shipping requirements may affect eligibility. The final shipping charge shown at checkout is the applicable amount.
Will I be charged customs duties and taxes?
Import duties, taxes and customs fees may be charged by the destination country and are normally the customer’s responsibility unless checkout states otherwise. These charges are not included in the product price. Contact your local customs authority for country-specific information.
RETURNS & ORDER ISSUES
How do I request a return?
Contact us within 60 days after receiving your order and before sending any item back. Include your order number, the product and the reason for the request. Products must be unused, unopened where applicable and returned with their original packaging. Full eligibility and exclusions are listed in our Returns & Exchanges Policy.
Who pays for return shipping?
For an approved eligible return within 60 days, COMELYLASH provides a prepaid return shipping label. Original shipping charges, duties and taxes are non-refundable unless required by law. If an item was incorrect, defective or damaged on arrival, contact us promptly for the appropriate resolution.
What if my order is missing, incorrect or damaged?
Contact us as soon as possible with your order number, a description of the issue and clear photographs of the parcel, shipping label, packaging and affected product. Keep all packaging until the case has been reviewed. We will verify the shipment and provide the appropriate next step.
What if my parcel is lost or marked as delivered?
If tracking shows delivered, check the delivery area, household members, neighbors and the local carrier first. If the parcel cannot be located, contact us with your order number and the carrier’s case details. For tracking that has stopped before delivery, contact the carrier and then send us the information so we can help review the shipment.
When will I receive my refund?
Approved refunds are issued to the original payment method after the return or cancellation has been processed. Please allow up to 14 business days for return inspection, followed by the processing time required by your bank or payment provider. Shipping charges, duties and taxes are non-refundable unless required by law or stated otherwise.