FAQs
Find answers to common questions about our products and services
Company
Our headquarters is located in Southern California.
You can send any and all inquiries to hello@petallashes.com or visit our contact page.
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
Our lashes are made from high-grade, cruelty-free synthetic fibers designed to replicate the softness and elegance of mink—without the use of animal products. Each set is carefully crafted to deliver a lightweight, comfortable, and effortlessly luxurious wear. Materials and ingredients will be clearly stated on each product page.
Accounts
Click the profile icon in the header of any page on our site to create a store account.
Contact customer support at hello@petallashes.com and we’d be happy to either delete one of the accounts or merge the accounts together.
Contact customer support at hello@petallashes.com and we’d be happy to delete your account.
Ordering
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
If you need to cancel your order, please contact us at hello@petallashes.com within 24 hours of placing it. Once 24 hours have passed, your order is already being processed and can no longer be canceled.
Yes — because our products are used close to the eyes, all items are final sale for hygiene and safety reasons. If your order arrives damaged, defective, or you received the wrong item, please email us and we’ll be happy to help.
We’re happy to help if something needs correcting. Please email us at hello@petallashes.com within 24 hours of placing your order. After 24 hours, orders are already being processed and details cannot be changed. To avoid any issues, please double-check that all your order information is correct before submitting your order.
No, you do not need a store account to place an order. Store accounts are optional and you can always checkout as a guest. Creating an account allows you to track orders, view purchase history, save favorites, earn rewards points, and enjoy a faster checkout experience on future visits.
We occasionally offer preorders for items that are not yet in stock. Preorder items will not ship until after their official release date. If your order includes both preorder and in-stock items, all items will ship together once the preorder item becomes available. If you would like to receive in-stock items immediately, please place a separate order. By placing a preorder, you agree to these terms. We appreciate your patience and support.
shipping
Shipping costs are calculated based on your location. To see an estimate for your order, simply add your items to the cart and enter your shipping address—the total shipping fee will be displayed before checkout.
Domestic shipments can take anywhere from 3-5 business days while international shipments can take 7-10 business days.
Once your order has shipped you will receive a shipment confirmation email containing all of your tracking details. Additionally you can track your shipment by logging into your account or by visiting the "Track Order' link from the Self Help dropdown in the footer.
Sometimes carriers may scan a package as “Delivered” slightly before it physically arrives, as it may still be out for final delivery in your area. We recommend waiting until the end of the day, as many packages are delivered later that same day.
If your order still hasn’t arrived after 24 hours, please reach out directly to the shipping carrier with your tracking number, as they will have the most accurate updates on its location.
Once your order leaves our fulfillment center, it is in the hands of the carrier and we are no longer able to directly modify or track the shipment beyond the provided tracking details. However, we’re always here to support you and help guide you through the next steps if needed.
If you received the wrong item or a defective product, we offer returns or exchanges on unopened items within 14 days of delivery. Please submit a return request from the self help tab in the footer and once approved, we’ll guide you through the next steps. To help us resolve things quickly, we’ll ask for photos of the item and your order details during the request process.
returns
Due to the hygienic nature of our products, we only accept returns or exchanges on unopened items that arrive incorrect or defective within 14 days of delivery. To submit a return request visit our return portal from the self help tab in the footer.
No, shipping and restocking fees will be waived and a shipping label will be provided to you once your return request is approved.
Refunds are issued once we receive and inspect your returned item(s).
After processing, please allow some additional time for the refund to reflect in your account, as processing times can vary depending on your bank or payment provider. While this timing is outside of our control, we’ll always make sure your refund is processed promptly on our side.
Refunds are normally issued back to the original payment method used at checkout, even if you no longer have access to it.
If your payment method has changed, your bank or payment provider will usually still be able to locate and apply the funds to your updated account or issue them in an alternative form. Since policies vary by bank, we recommend reaching out to them directly for assistance.
rewards
Joining the Rewards Program is simple. All you will need to do is login to your Petal Lashes account or create a new account and you will be automatically enrolled.
There are no costs or fees to join the Rewards Program.
If you feel that your rewards points are not reflecting accurately on your rewards dashboard, contact us as hello@petallashes.com with your name and email address and we will adjust your points balance if necessary.
Yes, gift card purchases do count towards your rewards points balance.
No, your points are yours to keep forever and will never expire.
subscriptions
When you subscribe, your selected items are automatically delivered at your chosen frequency so you never run out of your favorites. You can pause, skip, or cancel anytime before your next billing date, and you’ll always receive a reminder before each order processes.
Yes absolutely, you can manage your subscription at anytime in the customer portal.
You can skip, pause or reschedule any upcoming charge directly in your customer portal. Each scheduled delivery will have a “Skip” option if you want to pause that order, or a “Reschedule” option if you prefer to move the delivery date to a more convenient time.
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