FAQ

Below FAQ are some common concerns of our clients before purchasing the theme, if you have other questions, please just send it to info@newcomelashes.com

How do I change my order?

All orders will be delivered in accordance with the order style. If you find that you bought the wrong style after purchase, please contact us for modification application in time. The replacement style is only applicable to the items with the same price. All orders have the right to change the style only before shipping. If your order has been shipped or is no longer in NEWCOME warehouse, we are sorry that we cannot replace it for you. If you purchase the wrong style due to your fault, we will not accept the application for refund. We will only provide supplementary payment service. The correct package will be sent to you after your supplementary payment. If the replacement package has been sent, you have no right to reject the incorrect order package.

Please note that your replacement application requires our approval before the change is considered successful.

We will keep all information related to your change requirements to avoid future disputes.

What if I input wrong shipping address?

Please understand that our system prints out shipping labels according to what the customers placed on their shipping and billing information. Our fulfillment team processes the orders right away. Please contact with Express to reroute your package in case of any error on shipping information. We cannot guarantee replacement of lost or stolen packages shipped.

You could also contact us at info@newcomelashes.com to change the shipping address asap if the parcel still in NEWCOME lashes warehouse.

All customers are responsible for inputting the correct information for the order’s billing and shipping address. Any requests for address or order changes will be considered but not guaranteed. If you have found the address error after placing your order, please contact us as soon as possible to correct it. If we check that your delivery address maybe wrong before delivery, we will contact you via email for confirmation, please be sure to reply asap. We reserve the right to reject any claim for compensation if shipment or delivery fails due to your fault.

How do I cancel my order?

All orders generated will be confirmed in the background of the system, under normal circumstances, we do not accept cancellation orders.

If you buy the wrong style, please contact us for correction. If you really need to cancel the order, please let us know why. Before the shipment can be cancelled, but 10% of the order amount will be deducted, orders that have been shipped cannot be cancelled.

We will keep all information related to your cancel requirements to avoid future disputes.

What payment methods can I use?

Currently you can pay with PayPal. We are working on credit card payment, and in the near future will support Visa, MasterCard and Strip payments. If you don't have a PayPal account, you could try to pay with your Credit Card or Debit Card. You just need to go through the PayPal payment process normally, click the button"Pay with Debit or Credit Card" before logging in to PayPal account, and then enter your information to check out.

Why didn't I receive a confirmation email?

First of all, please confirm whether you have filled in your email address when placing the order. If you have not filled in your email address, the order confirmation SMS will be sent to your phone. If you have filled in an email address but have not received an email notification, please check whether the spelling of the email you reserved is correct. If you reserved an incorrect email address, you can contact us to modify the email. If there is no problem with your email address, the confirmation email may have been misjudged as spam, please look carefully in your email and set our email to whitelist.

How do I contact customer service?

You can contact one of our Lash Experts Monday – Friday between 9:00am – 5:00pm PST at info@newcomelashes.com.

You can also get in touch with us on social media, please click here.

Where can I track my order?

After your order is shipped, you can check it here by your tracking number.

Which countries can we ship to?

As a growing international company, we strive for global delivery. At present, NEWCOME can deliver to the United States, United kingdom, Canada, Australia, New Zealand, Parts of Europe, Parts of Latin America, United Arab Emirates, Israel, Thailand and Japan, we will be able to deliver to more countries in the future.

How long will my order take?

All orders take 2-4 business days (excluding weekends and holidays) to process within our facility. For special events, if the buyer qualification needs to be verified, the shipping time varies according to the event rules. Delivery will take 3-5 business days (Priority Shipping) or 6-15 business days (Standard Shipping) after shipment.

* It is expected to take about normal delivery time to the mainland of US, with delays of 1 to 3 business days in remote areas. In case of COVID-19, peak season warehouse bursting port congestion and other conditions will be appropriately extended for 1-3 business days.
** Remote areas in the United States include: Alaska, Hawaii, Puerto Rico, ASA American Samoa, Micronesia, Guam, MH MarshallIslands, Northern Marianas, Palau, United States Virgin Islands.

How much is the shipping fee?

Shipping to Mainland of USA/CA/ Mainland of UK/Part 1 of EU/AU/NZ/IL/UAE/THA/JP
🔘 Order ≥ $99 ➡ Free Shipping (shipping time 3-5 business days not include process time)
🔘 Order < $99 ➡ Shipping Fee $20 (shipping time 3-5 business days not include process time)

🔘 Order < $30 ➡ Shipping Fee $9.99 (shipping time 6-15 business days not include process time)
🔘 Order ≥ $30 &＜$99, ➡ Shipping Fee $6.99 (shipping time 6-15 business days not include process time)

Shipping to Part 2 of EU/AK, HI, PR of USA
🔘 Order ≥ $99 ➡ Free Shipping (shipping time 5-7 business days not include process time)
🔘 Order < $99 ➡ Shipping Fee $20 (shipping time 5-7 business days not include process time)

Shipping to USA Remote Areas/Latin America
🔘 Order ≥ $99 ➡ Free Shipping (shipping time 5-7 business days not include process time)
🔘 Order < $99 ➡ Shipping Fee $30 (shipping time 5-7 business days not include process time)

** Remote areas in the United States include: ASA American Samoa, Micronesia, Guam, MH MarshallIslands, Northern Marianas, Palau, United States Virgin Islands.

*** Part 1 of EU include: Italy, France, Germany, Denmark, Bulgaria, Croatia, Hungary, Luxembourg, Austria, Latvia, Czechia, Slovakia, Slovenia, Belgium, Poland, Ireland, Estonia, Sweden, Lithuania, Romania, Finland, Netherlands, Portugal, Spain, Greece, Switzerland.

**** Part 2 of EU include: Norway, Albania, Andorra, Belarus, Bosnia & Herzegovina, Cyprus, Gibraltar, Greenland, Guernsey, Iceland, Jersey, Liechtenstein, Malta, Moldova, Monaco, Montenegro, North Macedonia, San Marino, Serbia, Vatican City.

Which express company will be used to deliver my order?

Priority Shipping (3-5 Business Days not include process time): FedEx or DHL

Standard Shipping (6-15 Business Days not include process time): YunExpress, USPS, CIRRO, OnTrac, Fast Horse, PiggyShip, Royal Mail, Hermes, Canada Post, UniUni, DHL Paket, DHL Parcel, Correosexpress, Colissimo, IT Poste, BPOST, Colis Privé, Fastway, DPD, ITELLA, Matkahuolto, Postnord, POST Luxembourg, Helthjem, Citymail, Aramex, HFD, MTD, GLS, CTT, InPost, DAO, Slovak Parcel Service, Bring, Australia Post, PostAG, iMile, HR Parcel, GOFO Express, etc.

**Standard Shipping is automatically matched to the most appropriate courier company, can not be specified.

Why hasn't my order been delivered for a long time?

Usually, orders will be shipped within 2-4 working days. In case of failure to ship the items within the specified time, we will contact you by email/SMS and explain the situation, please be sure to check the email/SMS. For special events, if the buyer qualification needs to be verified, the shipping time varies according to the event rules.

My order has been shipped for a long time, but I haven't received it yet. What should I do?

Please first confirm whether the delivery time of your order is still within the expected range. Sometimes the shipment is delayed due to too many orders, the flight and port congestion or COVID-19 may lead to too long transit time. Please contact us to confirm the details.

If the logistics information is not updated in more than 3 working days after shipped, please contact us in time. It may be that the logistics company has lost your package in the warehouse. We will contact the courier company to try to find your package and resend it. If the package cannot be found, we will arrange a replacement asap.

If the logistics information is interrupted during the transfer process, please contact us, we will try to inquire with the logistics company and urge the update, if it is determined that the package is lost, we will reissue it as soon as possible.

If the logistics shows that the package has been signed for, but you have not received the package, please first try to contact your family or neighbors to check whether it has been collected for you. If you do not receive it, please contact us within 7 days and we will confirm the status of the package with the logistics company. If need to provide any supporting documents, please cooperate actively. At the same time, please contact the local courier company to get help faster.

Where will my order be shipped from?

All our products are designed in California, USA and made in China/Japan/Korea. All orders will be shipped directly from our factory in Shandong, China.

I have received my order, but I don't like them. Can I return or exchange them?

NEWCOME Lashes offers a 100% Satisfaction Guarantee on all orders. If your order does not exceed your highest expectations, we will refund the amount for all unused, unopened merchandise from your order addressed within 14 days after you receive the order. Note: if you choose to return the items, we will not be responsible for the shipping fee you send back and the shipping fee already incurred on this order.

-Return Qualifications:

1. Order must be purchased from www.newcomelashes.com

2. Products that are unused and unopened are eligible for a return.

3. No visible signs of use including lash glue or any discrepancy with the product.

4. Products must be in original packaging.

5. Gifts must be returned in full.

6. Final Sale Items can not be returned.

7. Free Sample Set is not applicable to return and exchange service.

*Any return without our consent will not be accepted!!!

I have received my order, but there are mistake, defective or damaged Items

All our products will be inspected by staff before shipment. It is recommended that you take a video of the opening of the package.

If you receive any mistake, damaged or defective products, please contact with info@newcomelashes.com within 7 days after receiving the lashes. We can only accept orders placed on www.newcomelashes.com. If your product(s) is/are mistaken, defective or damaged, we will send you the correct product(s) as soon as possible. If you need to change the shipping address, please inform us. (We will not accept claims for mistake, defective or damage after 7 days of receipt of the package)

All shipments for the replacement products will be subject to the same shipping service selected for the original order. We will not upgrade shipping service and can only upgrade the shipping service with additional payment from customer.