FAQ
Orders are processed in 1-3 business days. Most orders ship within 1 to 2 business days (excluding holidays and weekends.) Once your order has shipped you will receive an order confirmation via email with tracking information. If you place an order on Facebook or Instagram directly, the tracking number will update on those order pages.
I need to change my order or change my address, how can I do that?
Unfortunately, our orders process very quickly once they’ve been submitted, so we are unable to make changes once your order is in our system. To correct any errors with your order or your address information, we recommend contacting our customer care department via info@nelocosmetics.com to request a cancellation. If your order has not been processed, the order can be canceled and a new one can be placed. If the order has been processed, unfortunately, the order will ship as is and cannot be modified.
Can I return or exchange a product once I receive it?
ALL SALES ARE FINAL. With exception of damaged items, all sales are made final once goods are received. If goods are damaged, please send a photo of the damaged good to us at info@nelocosmetics.com with the subject line: DAMAGED, and include your order number. Please note, for lashes, discrepancies may occur, so if the lashes differ from one another in regards to hair assignment, they are handmade and this does not constitute damaged items. Damages from shipping will need to be reviewed and we cannot guarantee this will resort to the replacement of the product. We do not accept any exchanges for any products.
If you did not request a cancellation, there was a discrepancy with the billing or shipping information provided at the time of purchase, or your order was canceled for your protection, as the payment information provided did not match the payment source. Please make sure to contact your financial institution to confirm or update your payment details before placing a new order.
What are the eyelashes made of?
All of our premium lashes are cruelty-free and hypo-allergenic. Our Faux Mink lashes are made of high quality, soft and shiny silk or synthetic fibers to give the most naturally dramatic to natural lash look possible!
How many times can the eyelashes be used?
Our lashes are individually handcrafted and made to last through multiple wears of 15 – 25 times on average, 25+ if well maintained. (TIP: Whenever you “undress” your eyes, remember to (1) gently remove the glue from your false lashes with makeup remover and (2) place them back in their tray to maintain their natural shape.) Great lashes are definitely an investment worth taking!
How do I care for my false lashes?
Nelo Cosmetics products are made for multiple uses, but to ensure the longevity of your lashes, make sure to have a regular maintenance routine for your lashes. Glue and old makeup can build up and make your lashes look worn out and old, so follow these steps to provide the proper care your lashes deserve. After removing your lashes from your eyes, getting rid of the old glue is important. Hold the lash by the base, and pull the glue off gently using either your fingers or a pair of tweezers. The glue usually comes off in one try. If this is not the case, a few gentle pulls will do the trick. Keep your lashes safe by storing them in their original tray. By doing so, your lashes will look fabulous for re-wear.
Can I apply mascara to my false lashes?
Applying mascara to your false lashes is optional and not recommended as it can shorten the lifespan of your lashes. However, adding mascara gives you a more dramatic effect.
