FAQ
Orders & Customer Service FAQs
What If I Can't Find My Country?
To see a complete list of the countries we ship to, please visit the Country Selection Page. If you do not see your country, please contact us HERE.
What Do I Do If I'm Unhappy With The Product?
We offer a 90-day money-back guarantee. Simply contact us by email at support@lilash.com, and we will issue you a return authorization and refund your money once we receive your package. Please note, that we can only accept returns from purchases made on LiLash.com.
How Do I Track My Order?
Your order form should link directly to UPS shipping. If not, you can visit www.ups.com to track your order with the shipment number included in your order confirmation email. You will receive an order confirmation from LiLash.com and a shipment notification from UPS. If you cannot find your tracking number, please contact us HERE.
I Can't Login To My Account
If you're having trouble logging in to your account from your mobile device, please try accessing your account from a desktop computer. If the issue continues, please contact us HERE and we'll help you gain access.
How Long Will It Take My International Package To Arrive?
International orders typically arrive within 2-4 weeks, but customs inspections may cause unforeseeable delays when entering another country.
I Paid For Expedited Shipping, But The Confirmation Email Says My Order Will Arrive In 2-4 Weeks?
We are working to address this issue in our email system. If you paid for expedited shipping, your order will be processed as such, and you can also confirm the delivery timeline by checking your tracking status at www.ups.com once you have received your tracking number.
Why Was My Credit Card Declined?
If your credit card was declined, it's a good idea to contact your credit card company first. Since we are a U.S.-based company, some credit card companies may decline the international charge unless it's been authorized by the credit card holder. Contact them to ensure they are not declining the payment on their end. If the problem still occurs, please contact us HERE.
Does My Shipment Invoice Include Customs Fees?
You may be subject to import duties and taxes that are levied once a shipment reaches the destination country and Cosmetic Alchemy cannot be held liable for any additional charges you may incur. Additional charges for Customs clearance are the customer's responsibility. Cosmetic Alchemy has no control over these charges and cannot predict what they may be.
Each country has their own Customs regulations that may or may not charge for certain types of merchandise or material included in your order. therefore when ordering from Cosmetic Alchemy, you are considered the Importer of Record and must comply with all laws and regulations of the country in which you are receiving the goods.
I Want To Sell LiLash®. How Do I Become An Authorized Retailer?
If you're a spa, salon or stockist and you're interested in selling LiLash®, please fill out the information request form on our Reseller Page.
LILASH® FAQs
Is LiLash® Safe?
Yes! LiLash® is a physician-formulated serum that has been ophthalmologist tested, making it safe for sensitive eyes and contact lens wearers. We stand by our serum with a complete 90-day satisfaction guarantee.
How Do I Use LiLash®?
Pick a place to keep your LiLash® on your vanity to create a daily habit as part of your beauty routine. LiLash® should be applied once daily to clean, dry skin in the morning or at night before bed. Remove the applicator from the tube and carefully wipe any excess serum on the inside of the tube. Apply the product along the lash line of your upper eyelid, similar to the application of liquid eyeliner. Do not apply to your lower eyelashes. Wait three minutes before using any cosmetics on your eyes. Please review the application instructions included with your LiLash® tube before beginning your treatment.
When Will I See Results?
Your lashes will begin to wake up around 6 weeks and reach full bloom in 60-90 days, with ultimate results in 12 weeks.
How Long Does A Tube Of LiLash® Last?
LiLash® is a 3-month (2 ML) or a 6-month (4 ML) treatment cycle depending on the size purchased. With proper application, a tube of LiLash® 2 ML will last 3 months. One tube of LiLash® 4 ML will last six months.
Are My Results Permanent?
LiLash® is a beauty treatment. Continued use is necessary to maintain results. If discontinued, your eyelashes will eventually return to their length before use. A 1-2 week break is recommended between treatments to allow your hair follicles to rest.
Will I Experience Any Sensitivity?
While sensitivity is rare, there is a 'phase in' period whenever you introduce a new beauty product. Few users may experience mild irritation, dryness or redness when first using LiLash® however, most sensitivity is found only with initial use. Also, be sure that as you remove the applicator from the tube to carefully wipe any excess serum on the inside of the tube. Often, sensitivities occur with the use of too much product per application. If irritation occurs, we recommend using the product 2-3 times a week for the first week. Then continue use of the product as directed. If severe irritation or redness occurs discontinue use of the product.
Can I Wear Eyelash Extensions With LiLash®?
Yes! LiLash® is the perfect complement to your lash extensions. LiLash® fortifies and strengthens lashes at the hair follicle, promoting healthier lash growth and less natural breakage. This allows you to enjoy your extensions longer. If desired, eyelash extension wearers can also transition to using LiLash® alone.
Can I Use LiLash® On My Lower Eyelid?
It is recommended that you only apply LiLash® to your upper eyelid. When applied correctly, LiLash® will gently travel to the lower lashes when you blink.
Can I Use LiLash® On My Eyebrows?
LiLash® is specifically formulated for eyelashes. LiBrow®, our complimentary serum, works best to enhance your brows. The LiBrow® formula thickens and tints to create defined bold eyebrows.
Can I Use The Product While Pregnant Or Breastfeeding?
No. LiLash® has not been tested in all situations. Therefore, we do not recommend using the product while pregnant or breastfeeding.
Can I Use The Product While Undergoing Chemotherapy?
No. Many people turn to LiLash® and LiBrow® to help restore their lashes and brows after their treatment is finished. We recommend using LiLash® after the completion of all chemotherapy.
Do You Test On Animals?
We NEVER test on animals.
Does LiLash® Contain Parabens?
No. LiLash® is formulated to be paraben free.
Is This Product Vegan?
Yes. The ingredients of LiLash® are not animal products or derivative of animal products.
What Are The Ingredients Of LiLash®?
The ingredients in LiLash® are as follows: Water/Agua/Eau, Glycerin, Hydroxyethylcellulose, Prunus Amygdalus (Sweet Almond) Extract, Hydrolyzed Lupine Protein, Panthenol, Isopropanol Phenylhydroxypentene Dihydroxycyclopentylheptenate, Silica, Chlorphenesin, Caprylyl Glycol.
When Will My Products Expire?
After your product is open, it will last 9 months with no degeneration of impact. If your product is unopened, it will last 3 years. The active ingredient will not be effective after 3 years.
LiBrow® FAQs
Is LiBrow® Safe?
Yes! LiBrow® is a physician-formulated serum that has been ophthalmologist tested, making it safe for sensitive skin. We stand by our serum with a complete 90-day satisfaction guarantee.
How Do I Apply LiBrow®?
Apply LiBrow® to the skin under the arch of your eyebrow and directly onto sparse or patchy areas. Please review the application instructions included with your tube before use.
Can I Use LiBrow® On My Eyelashes?
We do not recommend using LiBrow® on your eyelashes. LiBrow® was specifically created to enhance eyebrow hairs. The potent formula works with the skin and hair in the brow area and would be too intense for the delicate and sensitive tissue on the eyelid.
What Is The Tint Used In LiBrow®?
The LiBrow® patented brow tint contains natural botanicals that gently darken your brows by enhancing the pigment of your natural hair color. Expect your brows to be tinted one to two shades darker for beautifully enhanced definition.
How Long Does A Tube Of LiBrow® Last?
LiBrow® can be used exactly as either a 3-month (3 mL) or 6-month (6 mL) treatment depending on the size purchased. These sizes are perfectly portioned to eliminate any waste when a new cycle begins.
What Happens When I Stop Using The Product?
LiBrow® is a beauty treatment. Continued use is necessary to maintain results. If discontinued, your eyebrows will follow their normal growth cycle and eventually return to their length and color before use.
Can I Use The Product While Pregnant Or Breastfeeding?
No. LiBrow® has not been tested in all situations. Therefore, we do not recommend using the product while pregnant or breastfeeding.
Can I Use The Product While Undergoing Chemotherapy?
No. Many people turn to LiLash® and LiBrow® to help restore their lashes and brows after their treatment is finished. We recommend using LiBrow® after the completion of all chemotherapy.
Do You Test On Animals?
We NEVER test on animals.
Does LiBrow® Contain Parabens?
No. LiBrow® is formulated to be paraben free.
Is This Product Vegan?
Yes. The ingredients of LiBrow® are not animal products or derivative of animal products.
When Will My Products Expire?
After your product is open, it will last 9 months, with no degeneration of impact. If your product is unopened, it will last 2 years. Please do not use your product after 3 years. The active ingredient will not be effective, after 3 years.
What Are The Ingredients Of LiBrow®?
The ingredients in LiBrow® are as follows: Water/Aqúa/Eau, Hydroxyethylcellulose, peg-40 hydrogenated castor oil, Glycerin, Krameria Triandra Root Extract, Sarothamnus Scorparius Extract, Juglans Regia (walnut) Shell Extract, Prunus Amygdalus Dulcis (sweet almond) Fruit Extract, Apigenin, Oleanolic Acid, Biotinoyl Tripeptide-1, Panthenol, Isopropyl Phenylhydroxypentene Dihydroxycyclopentylheptenate, Saccharomyces/copper Ferment, Saccharomyces/Manganese Ferment, Saccharomyces/Zinc Ferment, ppg-26-buteth-26, Chlorphenesin, Silica, Caprylyl Glycol.