SHIPPING AND RETURN
Operational Hours
Gemuine Lashes operates Monday to Friday, from 9:30 AM to 5:30 PM PST. Our warehouse is open from 10:00 AM to 4:00 PM PST, and closed on weekends - no orders will be processed, packed, or shipped during this time.
We also observe the following holidays and will not be in operation on these dates:
1. Monday, February 17th, 2025 –Presidents Day
2. Friday, July 4th, 2025 –Independence Day
3. Monday, September 1st, 2025 –Labor Day
4. Thursday, November 27th, 2025 –Thanksgiving Day
5. Wednesday, December 24th, 2025 –Christmas Eve
6. Thursday, December 25th, 2025 –Christmas Day
7. Thursday, January 1st, 2026 –New Year’s Day
Please plan your orders in advance to avoid delays around these holidays.
Shipping Information
At Gemuine Lashes, we process standard orders within 48 hours. During special campaigns or peak periods, processing may take up to 3-5 business days. Please be reminded that shipping starts once the order is fully processed. We're grateful for your support!
Domestic Shipping
Standard shipping typically takes 3-7 business days, depending on your location and chosen method at checkout.
Processing time is not included in delivery estimates.
• USPS Ground Advantage Standard Shipping: 2-5+ business days.
• FedEx 2-Day (Monday-Friday) shipping service, arriving by 4:30 p.m. Please note that FedEx does not deliver to P.O. boxes.
• Free Standard Shipping for orders over USD $40, usually take 2-5+ business days but are not guaranteed. *Some pre-sale and flash deals products are ineligible for this promotion.
If you have order issues for packages presumed to be lost by the carrier (where the status is "not delivered") please contact Gemuine Support Team within 7 days after the last tracking update for U.S. domestic shipments, via email customer@gemuinelashes.com (respond within 24 hours).
International Shipping
International shipping averages 5 to 21 days. Delivery time may vary depending on your country and the shipping carrier you selected during check out.
• DHL/FEDEX Express: 3-7 business days.
• Standard Shipping: 7-20 business days.
• Free Standard Shipping for orders over USD $40, usually take 7-20 business days but are not guaranteed. *Some pre-sale and flash deals products are ineligible for this promotion.
Once your package departs from the Gemuine Lash Warehouse, delivery timelines are determined by the shipping carrier.
If a package appears to be lost in transit and is marked as “not delivered”, customers may initiate a claim after 30 days for international orders.
Customs, Duties & Taxes
Gemuine Lashes is not liable for any customs fees, duties, or additional taxes that may be incurred once your order reaches its destination country. These charges are the responsibility of the buyer.
Exchanges and Returns
Your satisfaction is our priority. If you're not fully happy with your order, you can exchange all eligible unused and unopened items within 10 days of receipt.
Please note that once a product has been used, we’re unable to accept it for return.
Liquid products, including adhesive, primers, bonders, nail polish, and cream based products cannot be returned. If you are unhappy with any of these items please contact our Support Team via email at customer@gemuinelashes.com.
Gemuine Lashes offer prepaid return labels for all domestic returns. All returns must be approved by Gemuine Lashes before being sent back. Any unauthorized returns received will not qualify for return, replacement, or refund.
Order Verification
To ensure the security of your purchase, some orders may require extra verification steps before they can be processed.
This may include confirming your shipping address or reviewing potential payment issues. These checks are automated and not manually triggered by our team. If your order is flagged for review, we’ll contact you within one business day to request the necessary information.
If we do not receive the requested details within 3 business days from initial contact, your order may be subject to cancellation.