Frequently Asked Questions
Shipping
1. Where do you ship?
We ship worldwide! Whether you're based in the U.S. or internationally, Matte Lash Supply delivers to lash artists around the globe.
2. How much is shipping?
U.S. Orders: Standard shipping is free on orders over $35. Orders under $35 will have shipping calculated at checkout.
International Orders: Shipping costs are calculated at checkout and vary based on destination and weight.
3. How long will it take to receive my order?
U.S. Orders: Once shipped, orders typically arrive within 3–5 business days.
International Orders: Delivery usually takes 7–21 business days, depending on customs and local carrier processing.
4. How do I track my order?
Once your order ships, you’ll receive a confirmation email with tracking details. Use the tracking number to monitor your shipment’s progress.
5. What if my package is lost or damaged?
If your order arrives damaged or doesn’t arrive at all, please contact us at contact@mattelashsupply.com within 48 hours of delivery (or expected delivery) so we can assist you.
6. Can I change my shipping address after placing an order?
If you made a mistake in your shipping address, contact us immediately. Once an order is processed or shipped, we are unable to make changes.
Returns & Refunds
1. What is your return policy?
Items must be unused and in original packaging to qualify for a return. You must contact us within 3 days of delivery to request a return. Do not send anything back without receiving authorization from our team.
2. Are there items that cannot be returned?
Yes. Due to hygiene and safety reasons, we do not accept returns on:
- Used or opened products
- Items marked as final sale or purchased during promotional sales
3. How do I initiate a return?
To request a return, email us at contact@mattelashsupply.com with your order number and reason for return. Once approved, we’ll provide return instructions.
4. Who covers return shipping?
Customers are responsible for return shipping unless the return is due to our error (e.g., wrong or defective item sent).
5. How long does it take to process a return?
Returns are processed within 7 business days of receiving your item. Once approved, your refund will be issued to the original payment method.
6. Do you offer exchanges?
We do not offer direct exchanges. If you’d like a different product, please return the original (if eligible) and place a new order.
Still Have Questions?
We’re here to help! Email contact@mattelashsupply.com and our support team will get back to you as soon as possible.