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This Shipping Policy outlines the details of our delivery services, processing times, international customs regulations, and related responsibilities to help you understand the delivery process of your order clearly, applicable to both individual retail customers and corporate wholesale clients.
We provide global shipping services from our China manufacturing center and US warehouse, with differentiated processing and delivery timelines for retail orders, sample/small batch wholesale orders and bulk wholesale orders. Delivery times vary by region and shipping method selected, and we only provide estimated delivery times as international shipping may be affected by holidays, customs delays, weather conditions and other unforeseen factors.
All in-stock items require 1-3 business days for processing, and this processing time shall be added to the estimated delivery time below. Your tracking number will be updated within 3 working days after shipment; for corporate clients, tracking information will be sent to your corporate email in a timely manner, while individual clients will receive tracking updates via the registered account/order confirmation email.
o Average global delivery time: 7-10 business days
o From China Warehouse: United States (8-15 business days), United Kingdom (7-20 business days); for other countries/regions, please contact customer service
o From US Warehouse: 3-7 business days
1-3 business days for processing + 3-7 business days for international express delivery (DHL/UPS/ARAMEX)
7-30 days for production (based on actual order quantity) + 15-45 business days for sea/air shipping (per destination country/region)
We offer shipping via FEDEX, UPS, USPS, UNIUNI and GOFO from our US warehouse. To ensure the fastest delivery, all orders will be prioritized for shipment from our US warehouse. If an item is temporarily out of stock in the US, it will be dispatched directly from our China manufacturing center via premium international express to ensure you receive our handcrafted lashes as soon as possible.
All international orders are shipped on a DDU (Delivered Duty Unpaid) basis. This means your package may be subject to customs duties, fees, and import taxes upon arrival, which are determined solely by your local customs authority.
We are not responsible for any additional customs duties, taxes, or fees incurred after the package leaves our warehouse. The recipient (individual/corporate client) is solely responsible for paying all such charges. For more information about customs regulations in your country/region, please contact your local post office or customs office.
If you refuse to pay the customs duties and fees upon delivery, your order will be returned to us, and the original shipping fee will not be refunded. Furthermore, a restocking fee and the actual return shipping costs will be deducted from the refund for international orders that are rejected, have unpaid duties or taxes, or contain an incorrect shipping address.
Orders will be shipped to the address provided at checkout or the address saved in your account (individual) / corporate shipping address (enterprise). We are not responsible for lost, misplaced, or undelivered orders due to incorrect, incomplete, or invalid shipping addresses provided by the customer.
Please carefully verify your shipping address during checkout and in the order confirmation email. If an order is not received due to an incorrect address, we will not provide a reshipment or refund. If a package is returned to us due to an incomplete or incorrect address, we can reship it to you, but the reshipping cost will be borne by the customer (individual/enterprise).
We are not responsible for lost or stolen packages that have been scanned as "delivered" by the carrier. Once your package is marked as delivered, you (individual/corporate client) must contact the respective postal carrier or your credit card company (individual) / corporate payment department (enterprise) to file a claim for any lost or stolen items.
Any damaged orders must be reported to our customer service team within 48 hours of receipt to initiate the claim, with all relevant claim materials submitted within 30 days of delivery. For US orders (both individual and enterprise), please take the damaged package to your local United States Postal Service (USPS) office to assist us with filing a claim on your behalf. After verification of the damage, you may choose a full refund, product exchange, or free reshipment.
Packages with a value exceeding $300 require a signature upon delivery for both individual and corporate orders. Tracking service for all packages will not be available 14 days after delivery.
If an item is out of stock after you place your order (regardless of retail/wholesale), we will ship the available items in your order first and notify you via email (registered personal email / corporate email) of the out-of-stock item(s) immediately. We will also issue a full refund for the out-of-stock item to your original payment method (individual account / corporate payment account) without any deductions.
Packages may be returned to us if: (1) the shipping address is invalid or missing key information; (2) the carrier is unable to deliver the package due to customer-related reasons; (3) the customer refuses the order upon delivery or fails to pick it up from the post office within the specified time.
Returned or refused packages will be restocked after inspection, and you will receive store credit in the form of an electronic gift card equal to the value of your order (excluding shipping fees), which can be used for future purchases on our official platform.
Returned or refused packages will be restocked after inspection, and the corresponding order amount (excluding shipping fees) will either be refunded to your enterprise's original payment account or deducted from your subsequent procurement payment, subject to the written confirmation of both parties.
Your satisfaction is our top priority, and this return & exchange policy applies to all individual and corporate customers, with differentiated support for quality-related returns/exchanges to meet the needs of different customer types.
Due to the special hygienic nature of lash products, we do not accept returns or exchanges of opened, used, or damaged (caused by customer) products for both individual and corporate orders. Thank you for your understanding!
If you have any questions about our Shipping Policy, whether you are an individual retail customer or a corporate wholesale client, please contact our dedicated customer service team at coollemilashes@outlook.com and we will reply to you as soon as possible.
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