FAQ B

CoolleMi provides high-quality false lash products and related solutions for global beauty enthusiasts, makeup beginners, professionals, as well as beauty wholesalers, brand owners, retailers and other enterprise partners. For retail customers, we offer easy-to-use false lash products; for wholesale/enterprise partners, we supply strip lashes, mink & faux mink lashes, magnetic lash kits with more than 2000 on-trend styles, and also provide OEM/ODM full customization services and one-stop supply solutions.

Yes, CoolleMi offers global shipping services for both retail orders and wholesale (sample/small batch & bulk) orders. Shipping costs and delivery time depend on your order type, country/region, order quantity and shipping method.

Retail orders: Delivery time varies based on the destination and selected shipping method.

Wholesale sample/small batch orders: In-stock items are prioritized for shipment from our US warehouse via FEDEX/UPS/USPS/UniUni/Gofo with 3-7 business days delivery; out-of-stock items in the US warehouse will be shipped directly from our China manufacturing center via DHL/UPS/ FEDEX with 7-15 business days international express delivery.

Wholesale bulk orders: In-stock goods are delivered from our US warehouse; custom or out-of-stock bulk orders are shipped from China via sea/air with 15-45 business days delivery according to the destination.

We sincerely apologize for any inconvenience this may have caused. Please contact our customer service team within 48 hours of receipt and provide photos of the damaged/defective product along with your order number. For U.S. orders (retail & wholesale), please take the damaged package to your local United States Postal Service (USPS) office to assist with the claim process. We will arrange a replacement, exchange, refund or reshipment as soon as possible after verification.

After your order (retail & wholesale) is shipped, you will receive an email containing a tracking number, which will be updated within 3-7 days. You can use this number to check the delivery status of your order at any time on the carrier’s official website.

Order processing (retail & wholesale) usually takes 1-3 business days. Delivery time varies depending on the order type, destination and shipping method (detailed shipping timelines refer to Section 1.2).

Yes. Our false lashes (for retail & wholesale) are made of safe, skin-friendly and lightweight fibers, and the matching waterproof glue is gentle on the skin, making them suitable for sensitive eye areas.

Yes, all our segment false lashes (retail & wholesale) are reusable. With proper care (cleaning and storing after use), they can be reused multiple times, providing great value for your money.

After use, gently remove the glue residue with our lash remover and a cleaning brush, then place the lashes back in their original packaging to avoid damage. Keep them in a cool, dry place away from direct sunlight (applicable for all reusable false lashes of retail and wholesale).

CoolleMi supports different payment methods for retail and wholesale orders, adapting to individual and enterprise procurement needs respectively:

Retail orders: We accept most major personal payment methods, including Credit/Debit Cards (Visa, MasterCard, American Express), PayPal, Apple Pay / Google Pay, Shop Pay, and other local payment methods depending on your region.

Wholesale orders: We provide enterprise-oriented payment methods for global bulk procurement, including T/T (60% deposit before production + 40% balance before shipment), PayPal (for sample/small batch enterprise payment), Western Union. Personal Credit/Debit Cards are only applicable to individual sample application under enterprise authorization, and we also support legal local enterprise payment methods according to your country/region's financial regulations.

Yes. For both retail and wholesale orders, we use industry-standard encryption technology and a secure payment gateway to ensure that your personal and financial information is fully protected.

If you need an invoice for your retail or wholesale order, please contact our customer service team and provide your order number, and we will be happy to provide it for you.

If you encounter any payment issues or cannot use the discount code during checkout for retail or wholesale orders, please feel free to contact our customer service team. They will be dedicated to helping you and resolving your problem quickly. You can contact us by sending an email to coollemilashes@outlook.com and detailing the problem you are experiencing. We guarantee that we will do our best to provide you with a smooth and convenient shopping experience.

We accept returns of unopened and unused products within 30 days of receipt for both retail and wholesale orders. The product must be in its original packaging with a valid proof of purchase.

For retail or wholesale order returns, please contact our customer service team at coollemilashes@outlook.com and provide your order number and the reason for the return. We will provide a Return Authorization (RA) number and detailed return instructions.

The customer is responsible for return shipping costs for retail and wholesale orders unless the product was damaged or sent incorrectly upon arrival.

If your retail or wholesale product arrives damaged, defective, or missing parts, please contact us within 48 hours of receipt with your order number and clear photos of the defective product. For all orders, we will assist you with the claims process through the respective shipping carrier used for your delivery. We will arrange a reshipment, exchange, or refund for you after verification.

For both retail and wholesale orders, refunds will be processed within 5-10 business days after we receive and inspect the returned product.

Order cancellation rules differ for retail and wholesale orders, as follows:

Retail orders: Orders can be canceled before they are shipped. Once an order is shipped, it cannot be canceled, but you can return it in accordance with our return policy after receiving the product.

Wholesale orders:

Bulk orders: Cancellation is only allowed before production starts; for orders in production, cancellation is not allowed and the 60% deposit is non-refundable; for completed but unshipped bulk orders, cancellation is subject to a 50% restocking fee of the total order amount

Sample orders: Cancellation is allowed before shipment, and the corresponding payment will be refunded excluding the payment channel handling fee (if any).

oAll wholesale orders (bulk & sample): Once shipped, cannot be canceled, and you can follow our return policy to process the return after receiving the product.

No. All CoolleMi designs are original or authorized. We guarantee that our wholesale products do not infringe on any third-party intellectual property rights.

We recommend buyers purchase shipping insurance for high-value wholesale bulk orders. Please consult our team for insurance options during the quoting process.