Frequently Asked Questions
Shipping Information
1. Where do you ship?
We offer worldwide shipping. Whether you’re in the U.S. or international, we aim to deliver your Matte Beauty products wherever you are!
2. How much is shipping?
- Within the USA: Standard shipping is free on all orders.
- International orders: Shipping costs will be calculated at checkout and vary based on location.
3. How long will it take to receive my order?
- USA Orders: Once shipped, orders typically arrive within 3-5 business days.
- International Orders: Delivery times vary by destination and customs processes but generally take 7-21 business days.
4. How do I track my order?
Once your order has shipped, you’ll receive a confirmation email with a tracking number. Use this number to track your package's progress.
5. What happens if my package is lost or damaged during shipping?
For any shipping issues such as lost or damaged packages, please contact us at help@mattelashes.com with your order details, and we’ll assist you.
Returns & Refunds
1. What is your return policy?
Items eligible for return must be unused you must contact us within 3 days of delivery to be eligible for a return. Please do not send your purchase back to us unless we authorize you to do so.
2. Are there any items that cannot be returned?
Yes, due to hygiene reasons, we cannot accept returns for:
- Opened or used products.
- Items purchased during promotional sales or marked as "final sale."
3. How do I initiate a return?
To start a return: Contact us via email at help@mattelashes.com with your order number and reason for the return. Once approved, you will receive instructions on how to send the product back to us.
4. Who pays for return shipping?
The customer is responsible for covering the shipping costs for returned items unless the return is due to an error on our part (e.g., wrong item shipped or defective product).
5. How long does it take to process a return?
Returns are typically processed within 7 business days after we receive the item. Once approved, refunds will be issued to the original payment method.
6. Can I exchange an item?
We currently do not offer direct exchanges. If you wish to exchange an item, you can:
- Return the original product for a refund (if eligible).
- Place a new order for the desired item.
Still Have Questions?
If you need further assistance, please don’t hesitate to reach out to us at help@mattelashes.com. Our team is here to help!