Lena Lashes
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Customer Service hours are Monday through Friday from 9AM CT until 5PM CT time.close

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Help & FAQ

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If you need immediate assistance, please text 571-420-2023.

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> Addresses and FYI

> Affiliates

> Business inquiries

> Deliveries

> Duties & Taxes

> Lena Lashes Evangelist Program

> Location

> Orders

> Order Statuses

> Payments

> Refunds

> Returns

> Shipping

> Tracking Numbers 

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  • If you live in the Middle East, be informed that we will have to confirm your address before we ship your packages.
  • If you live in the U.S. and your address is incomplete, we will not ship your package until we have complete address. 
  • If you live in Ireland, we will confirm your address before we ship your package.
  • For our clients in the Middle East, we ask that you consider getting a P.O.BOX in America. We have clients that have P.O.BOXES in Springfield Gardens, New York or Sarasota, Florida. The providers of these boxes know how to ship to your home country withy accuracy.
  • For our clients in the Middle East, please be advised that in order to keep the shipping cost low, we ship via United States Postal Service First Class Mail. Hence it’s a cheaper option but also the longest option. Delivery to your respective country can take up to 5 weeks.
  • For our clients living in Cyprus, we have found that you may have to go to your local post office with your tracking number to retrieve your package.
  • For our clients in Brazil, be advised that on some cases your country’s customs office can deny entry of the package or you may be asked to pay the duties.

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  • Does Lena Lashes offer an affiliate program? Yes, we do. For more details, please click here.

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  • How can I contact you for any business inquiries? Make sure you read through this section first. If you still have more questions, please contact us at viptalent@lenalashes.com. DO NOT TEXT US.
  • How can I become an international distributor? We require a purchase order of $10,000+. As well, we will ask for bank statements and more. If you are able to meet the financial criteria, then contact us at viptalent@lenalashes.com with a full proposal.
  • How can I carry your lashes in my salon? Be advised that we do not provide lashes without full payment. Also, we expect an order for over $5,000. If you are able to meet the financial criteria, then contact us at viptalent@lenalashes.com with a full proposal.
  • Do you provide wholesale opportunities? No, we do not.
  • Do you sponsor makeup classes? It depends. You are free to email us at viptalent@lenalashes.com with a full proposal. We expect you to underline how sponsorship will be financially beneficial to Lena Lashes. 
  • Do you offer pro discounts? No. We invite your to sign up for both text and e-mail updates if you would like to receive coupon codes. Also, you can apply to be part of our affiliate program. Click here.
  • Do you offer free lashes in exchange for reviews? No. We prefer to work with our official affiliates.

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  • Can you guarantee delivery by a certain date? Unfortunately, we cannot. The deliveries are handled by U.S.P.S. when the items are going to an address within the continental U.S. and the contingent states. When items are being shipped to overseas addresses, bear in mind that the packages have to go through and clear customs in the U.S. and in the country of destination. Therefore, if you need your lashes by a certain date, we invite you to shop ahead of time. 
  • How long will my delivery take? It depends. Once you receive your tracking number, we invite you to sign up for e-mail and/or text updates, when feasible.
    • o    If you live in the U.S., once your package is processed by U.S.P.S., then the delivery date will be better to gage.
    • o   If you live in overseas, once your package is processed by U.S.P.S., it will clear customs either in Jamaica, New York or Miami, Florida. If tracking is available, you will be notified once your package arrives in your home country. That feature is usually not applicable to destinations in the Middle East. Please, sign up for e-mail updates. If your package has reached your home country and weeks have gone by with no deliveries, please go to your local post office with your tracking number to inquire about your parcel or your package will be returned back to us.
  • My shipping label has been created, but when I track it, it seems stuck. Why does this happen? This happens when you have (i) ordered an item that is a pre-order item or (ii) when temporarily ran out of stock on an item we expect the restock soon. We will print your mailing label so that once the item comes in we can ship your package right away. Do not be alarmed. And please use your tracking number to sign up for email and/or text updates with www.usps.com.
  • My item has been processed by U.S.P.S.; but when I track it, it seems stuck. When will I get my package? Since we mostly ship with U.S.P.S. First Class Mail, the post office is not expected to guarantee the delivery of the package by a certain date. Unless you see an exception or message when tracking your package, please know that your package is not loss. We understand that the process can be aggravating. Thus we invite you to sign up for email and text updates to be kept abreast on the whereabouts of your package. 
  • I live in Africa; will I be able to track my package? It depends. Since we ship our international packages using U.S.P.S First Class Mail option, the tracking option may not be available once the package reaches your country. Each foreign country has the choice to either scan or to not scan the bar code inscribed on your package’s label. We still invite you to sign up for e-mail updates on www.usps.com.
  • I live in Asia; will I be able to track my package? It depends. Since we ship our international packages using U.S.P.S First Class Mail option, the tracking option may not be available once the package reaches your country. Each foreign country has the choice to either scan or to not scan the bar code inscribed on your package’s label. We still invite you to sign up for e-mail updates on www.usps.com.
  • I live in Australia (or New Zealand); will I be able to track my package? Yes. Please sign up for e-mail updates on www.usps.com.
  • I live in Europe; will I be able to track my package? It depends. Since we ship our international packages using U.S.P.S First Class Mail option, the tracking option may not be available once the package reaches your country. Each foreign country has the choice to either scan or to not scan the bar code inscribed on your package’s label. We still invite you to sign up for e-mail updates on www.usps.com.
  • I live in the Middle East; will I be able to track my package? It depends. Since we ship our international packages using U.S.P.S First Class Mail option, the tracking option may not be available once the package reaches your country. Each foreign country has the choice to either scan or to not scan the bar code inscribed on your package’s label. We still invite you to sign up for e-mail updates on www.usps.com.
  • I live in Africa; how long will it take before I receive my package? It depends. It can take weeks for deliveries within the African continent. Since we ship our international packages using U.S.P.S First Class Mail option, the tracking option may not be available once the package reaches your country. Each foreign country has its ways and rules on how fast parcels will be delivered. We still invite you to sign up for e-mail updates on www.usps.com.
  • I live in Asia; how long will it take before I receive my package? It depends. Since we ship our international packages using U.S.P.S First Class Mail option, the tracking option may not be available once the package reaches your country. Each foreign country has its ways and rules on how fast parcels will be delivered. We invite you to sign up for e-mail updates on www.usps.com.
  • I live in Australia (or New Zealand); how long will it take before I receive my package? It depends, but usually, it’s about 7 to 10 working days. The tracking option is available once the package reaches your country and until the delivery is made or attempted. We invite you to sign up for e-mail updates on www.usps.com
  • I live in Europe; how long will it take before I receive my package? It depends, but usually, it’s about 7 to 10 working days. The tracking option is available once the package reaches your country and until the delivery is made or attempted. We invite you to sign up for e-mail updates on www.usps.com.
  • I live in the Middle East; how long will it take before I receive my package? It depends. It can take up to 2-8 weeks for deliveries. Since we ship our international packages using U.S.P.S First Class Mail option, the tracking option may not be available once the package reaches your country. Each foreign country has its ways and rules on how fast parcels will be delivered. We still invite you to sign up for e-mail updates on www.usps.com. However, be advised that once the packages clears customs either in Jamaica, New York or in Miami, Florida, the tracking number may show a blue box with the following message:”…item in transit to the destination.” At this point, the tracking option may no longer be available. You may have to go your local post office and ask about your package. You will need your tracking number.
  • I live in Africa; it’s been more than 2 weeks and I still have not received my package. What should I do? Please check the mailing address you provided at check out. You can find this address on your receipt. Then track your package on www.usps.com. If your package has left the U.S. and if your address is correct, then you should to go your local post office and ask about your package. You will need your tracking number with you. 
  • I live in Asia; it’s been more than 2 weeks and I still have not received my package. What should I do? Please check the mailing address you provided at check out. You can find this address on your receipt. Then track your package on www.usps.com. If your package has left the U.S. and if your address is correct, then you should to go your local post office and ask about your package. You will need your tracking number with you.
  • I live in Australia (or New Zealand); it’s been more than 2 weeks and I still have not received my package. What should I do? Please check the mailing address you provided at check out. You can find this address on your receipt. Then track your package on www.usps.com. If your package has left the U.S. and if your address is correct, then you should to go your local post office and ask about your package. You will need your tracking number with you.
  • I live in Europe; it’s been more than 2 weeks and I still have not received my package. What should I do? Please check the mailing address you provided at check out. You can find this address on your receipt. Then track your package on www.usps.com. If your package has left the U.S. and if your address is correct, then you should to go your local post office and ask about your package. You will need your tracking number with you.
  • I live in the Middle East; it’s been more than 2 weeks and I still have not received my package. What should I do? Please check the mailing address you provided at check out. You can find this address on your receipt. Then track your package on www.usps.com. If your package has left the U.S. and if your address is correct, then you should to go your local post office and ask about your package. You will need your tracking number with you.
  • I live in Africa; when I track my package, I see that is it being sent back to your facility. What happens next? How do I get my package sent back to me?  You have to wait until the package reached us. Please bear in mind that our return address is not our office address. All return packages are processed in a different facility. Once your package is processed, we will identify the cause/reason for the return. If the return was due to an incorrect address, you will have to pay another shipping fee. Once the new shipping fee is paid, your package will be shipped. In the meantime, we ask that you find the correct address. If you are unsure, please visit your local post office and inquire about your address. If there is a country postal code make sure to provide us with that detail as well.
  • I live in Asia; when I track my package, I see that is it being sent back to your facility. What happens next? How do I get my package sent back to me? You have to wait until the package reached us. Please bear in mind that our return address is not our office address. All return packages are processed in a different facility. Once your package is processed, we will identify the cause/reason for the return. If the return was due to an incorrect address, you will have to pay another shipping fee. Once the new shipping fee is paid, your package will be shipped. In the meantime, we ask that you find the correct address. If you are unsure, please visit your local post office and inquire about your address. If there is a country postal code make sure to provide us with that detail as well.
  • I live in Australia (or New Zealand); when I track my package, I see that is it being sent back to your facility. What happens next? How do I get my package sent back to me? You have to wait until the package reached us. Please bear in mind that our return address is not our office address. All return packages are processed in a different facility. Once your package is processed, we will identify the cause/reason for the return. If the return was due to an incorrect address, you will have to pay another shipping fee. Once the new shipping fee is paid, your package will be shipped. In the meantime, we ask that you find the correct address. If you are unsure, please visit your local post office and inquire about your address. If there is a country postal code make sure to provide us with that detail as well.
  • I live in Europe; when I track my package, I see that is it being sent back to your facility. What happens next? How do I get my package sent back to me?  You have to wait until the package reached us. Please bear in mind that our return address is not our office address. All return packages are processed in a different facility. Once your package is processed, we will identify the cause/reason for the return. If the return was due to an incorrect address, you will have to pay another shipping fee. Once the new shipping fee is paid, your package will be shipped. In the meantime, we ask that you find the correct address. If you are unsure, please visit your local post office and inquire about your address. If there is a country postal code make sure to provide us with that detail as well.
  • I live in the Middle East; when I track my package, I see that is it being sent back to your facility. What happens next? How do I get my package sent back to me?  You have to wait until the package reached us. Please bear in mind that our return address is not our office address. All return packages are processed in a different facility. Once your package is processed, we will identify the cause/reason for the return. If the return was due to an incorrect address, you will have to pay another shipping fee. Once the new shipping fee is paid, your package will be shipped. In the meantime, we ask that you find the correct address. If you are unsure, please visit your local post office and inquire about your address. If there is a country postal code make sure to provide us with that detail as well.
  • When I track my package, it shows that the item was delivered but I cannot find my package? We invite you to please look again. You can also visit your local post office to inquire about your package. Also, refer to your receipt to make sure you provided your current address at check out.
  • I live in the U.S., how do I find my local post office? Please use Google. Make sure that the post office you Google has the same zip code as your address.
  • If my item was shipped via USPS First Class, how long will the delivery take? It depends. Please sign up for email updates for an expected delivery date.
  • If my item was shipped via USPS Priority Mail, how long will the delivery take? Please sign up for email updates for an accurate delivery date.
  • What does EXPECTED DELIVERY mean? Since we mostly ship with U.S.P.S Fist Class mail, once the package is processed by the post office, the tracking number will show an expected delivery date. Please understand that expected does not mean guaranteed. Hence for the shipping fee that we have paid U.S.P.S. on your behalf, the post office WILL TRY to deliver your package by the shown date, BUT DOES NOT HAVE TO. Hence, your package will get to you, when it gets to you. Please sign up for email and/or text updates.
  • What does GUARANTEED DELIVERY mean? Once the package is processed by the post office, the tracking number will show a guaranteed delivery date. Depending on when we deliver your package to the post office, they will guarantee that delivery of your package is made within the number of days inscribed on your mailing label. Please sign up for email and/or text updates.
  • How come I have not received my package yet? Please check your tracking number. Make sure your delivery address is correct. 

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  • Will I have to pay duties? Maybe. It depends. 
  • I can’t afford to pay the duties? Unfortunately, you are responsible for your package. We are an American company, so when you order from us, we expect you to understand what is entailed when you order from a foreign company. Consider the possibility of duties and taxes before you place your order with us.
  • Can you reduce the value of my package?

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  • Does Lena Lashes offer a gift with purchases? Yes. Make sure to sign up for text updates and email updates if you wish to be informed about our gift offers.
  • Does Lena Lashes always offer a gift with a purchase? Sometimes. Make sure to sign up for text updates and email updates if you wish to be informed about our gift offers.
  • Does Lena Lashes offer a reward program? Yes. Please create an account as we are finalizing the details.
  • How much do I have to spend to get a free gift? It depends. Make sure to sign up for text updates and email updates if you wish to be informed about our gift offers.
  • What is the Lena Lashes Evangelist program? The Lena Lashes Evangelist program is a reward program.

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  • Where is Lena Lashes located? Lena Lashes is located in New Orleans, Louisiana, USA.
  • Can I pick up my lashes at your location? No.
  • Do you have a store in New Orleans? No.

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  • Can you cancel an order? No. All sales are final.
  • If my order is returned back to your facility, can I cancel my order for a refund? No. All sales are final. Before you checked out, you agreed to the terms of sales. Make sure to read those terms again.
  • Can I replace products in my order after I have placed my order? If your order has not been shipped, it could be possible. You need to contact us by email at info@lenalashes.com and text us at 571-420-2023. However, unless we respond to your inquiry consider that your request has not been granted.
  • My order is missing an item or some items, what should I do? You need to contact us by email at info@lenalashes.com and then text us at 571-420-2023. Please provide us with your order number and your full name.
    • o   For your e-mail, use the title [URGENT ORDER#....] INCOMPLETE ORDER.
  • My order arrived damaged, what should I do? You need to contact us by email at info@lenalashes.com and then text us at 571-420-2023. Please provide us with your order number and your full name.
    • o   For your e-mail, use the title [URGENT ORDER#....] DAMAGED ORDER.
  • How long does it take for your company to process orders? It depends. But usually, 2 to 3 days.
  • I have received my order; but I meant to order something else? Unfortunately, all sales are final sale.

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  • Awaiting Payment: You may have paid through your checking account or our payment provided is still waiting for your payment to clear. We cannot process your order until your payment has cleared. So be patient. 
  • Awaiting Fulfillment: Your order's payment has been received. We are not processing your order. Shipping will be the next steps. 
  • Awaiting Shipment: Your order has been fulfilled. We are not preparing your mailing label. Your tracking number will be sent to you once we ship your package. Thank you for placing an order with us. 

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  • How can I pay? You can pay with credit cards, debit cards, or PayPal.
  • Can I pay over the phone? No.
  • Do you store my credit information? NEVER.
  • Do I need a PayPal account to shop with Lena Lashes? No. But we recommend that you do. It makes shopping online easier and safer for you.
  • I do not have access to PayPal; how can I pay? You can try paying with a credit card through Braintree.
  • Can my method of payment affect how fast my order is processed? Yes. If you use a check through PayPal, we will have to wait until your order clears before we ship your items.
  • My payment method is not being accepted. What should I do? 
  • o   Make sure that your shipping and billing address match.
  • o   Try to clear your cache and try again.
  • o   Contact your credit card provider if you are paying with a card.
  • o   Contact PayPal if you are paying using your PayPal account.

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  • How long before my money is credited back? It can take up to 2-3 days once your monies have been refunded for the funds to show back in your account. 
  • I placed an order, but I was refunded. How come? In the event that your order was invalid, we will refund your money.
  • My package was returned to your facility; can I get a refund? No. All sales are final sales. Your package was returned because the package could not be delivered. 

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  • How should I package the item(s)? We expect the products to come back to us in their original packaging with all seals uncompromised.
  • How should I ship the items back to the facility? Package the goods so that they can come back to us undamaged.
  • How long before my return is processed? It can take up to 14 days.
  • If my package was returned due to the address being erroneous, what happens next? You’ll have to pay another shipping fee. 
  • Can I return my lashes? No. All sales are final.
  • Can I return my eyeliners? No. All sales are final. 
  • Can I return my glitter? No. All sales are final.
  • Can I return my liquid lipsticks? No. All sales are final.
  • Can I return my brushes? No. All sales are final.
  • Can I return any products? No. All sales are final.

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  • How do we ship? We ship with USPS. Most of our packages are shipped as first class mail parcel, unless we are running special promotion. All of our international packages are shipped as first class mail parcels.
  • How fast do you ship? It depends on the volume of orders. We usually try to ship out orders within 2 to 3 days. 
  • From which destination are the items shipped? New Orleans, LA 70113.
  • Can you get overnight shipping? It depends. But you will have to pay $25 for overnight shipping. 
  • Can you change your address after you have placed your order? It depends. In most cases, we will cancel the order to avoid fraud. 
  • Can you guarantee shipping by a certain date? Unfortunately, no we cannot. 
  • Do you ever ship with UPS, FEDEX or DHL? No.
  • Can you ship to P.O. BOX in the U.S.? Yes, we can.
  • Can you ship to an AFPO address? Yes.
  • Can your ship to an AFPO address using USPS? Yes. 
  • I provided the wrong address at check out; how can I provide the correct address? Please text 571-420-2023 or email info@lenalashes.com. Please provide us with your order number and your full name. Make sure to update your address within PayPal.
  • What’s your shipping platform? We use both Endicia and Stamps.com
  • How come my order has not been shipped yet? The following could apply:

            The items you have ordered are out of stock.

  • o   Your order is for a pre-order item.
  • o   We are still processing orders at the time of your inquiry.

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  • I cannot find my tracking number?
    • o   Please look in your account.
    • o    Check the e-mail account you provided at checkout.
    • o   Check your receipt and make sure you provided us with the correct address.
    • o   Use the search box in your e-mail account and type: Lena Lashes. You should be able to find your tracking number.

 

  • I have a tracking number, what should I do? Please sign up for email and text updates at www.usps.com
  • I live in Qatar (or Saudi Arabia, or the AUE, or Kuwait). My order was last in Jamaica, New York. It’s been days or weeks. How come I can’t track my package? Because the tracking option is not available in your country based on the shipping fee paid. 
  • I live in Qatar (or Saudi Arabia, or the AUE, or Kuwait). My order was last in Jamaica, New York. It’s been days or weeks. Where is my package? It could possibly be in your country. Please go to your local post office with your tracking number to inquire about your package.
  • My tracking number was sent to the wrong e-mail address, what should I do? Please e-mail info@lenalashes.com 
  • My tracking number does not show any movement, what does that mean? It depends on your location.
    • o   If you are in the U.S., please sign up for updates. You should see your package move within a few days.
    • o   If you live overseas, the package could be in transit to your destination.
  • My item has been shipped. My order was processed by U.S.P.S; but now my item is stuck. What does that mean? Your package is on its way. Packages are usually stuck when they are shipped as first class mail because it’s the cheapest and lowest class.
  • When will I receive my tracking number? As soon we process your order. Hence, if you have not received a tracking number it’s because we have not processed your order.
  • Where will my tracking number be sent?
    • o   If you created an account with us, your tracking number will be in your account.
    • o   If you checkout as a guest, your tracking number will be sent to the e-mail address you provided at checkout. Make sure your e-mail address is correct.

 

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