When placing an order online, your information is transmitted using Secure Sockets Layer (SSL) technology, an approved industry standard that is used by vendors to ensure the security of the online business. It negotiates and employs the essential functions of mutual authentication, data encryption, and data integrity for secure transactions.

SHIPPING & FREE STANDARD SHIPPING

We offer FREE standard shipping on all U.S. orders over $45 and FREE international shipping on orders over $150. Most orders ship within 1 to 2 business days. Upon shipment, you will receive an email with your tracking information and estimated delivery date. 

LOST/STOLEN PACKAGES + MISSING MAIL

Once a package shows a 'DELIVERED' status through the tracking information we are not responsible for refunding or sending out another order. It is your responsibility to make sure you input the correct shipping address. If you know you have problems getting mail to your residence then you need to alert the Postal Service to hold your mail at the post office so you can pick it up personally. 

If your order is lost in transit then we will gladly replace it for you but a claim must be filed with USPS. You can file a missing package claim with them via this link:

https://www.usps.com/help/missing-mail.htm

INTERNATIONAL SHIPPING

We ship to lots of places around the world – just select your country at checkout. Please note that there are a few restricted products, and select locations may receive shipments in 3-5 days.

While beauty has no borders, International Orders may be subject to import taxes, customs duties, and fees levied by your country’s customs department upon arrival. When ordering from NeloCosmetics.com, the recipient of the shipment is the importer of record and is responsible for any of these import fees, as well as complying with all laws and regulations of the destination country. Nelo Cosmetics Inc. does not collect duties and taxes, and as smart as we are, we cannot predict what your particular charges may be. Customs policies vary widely from country to country, so please contact your local customs office for more information.

RETURNS/EXCHANGES

Refunds are available up to 14 days after order is marked 'delivered" for our Sticky Eyeliner. Refunds can be processed through our returns portal. All lash sales are final. With the exception of damaged items, all lash sales are made final once goods are received. If goods are damaged, please send a photo with 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.

Start a Return: https://nelocosmetics.com/a/return

ORDER CANCELLATIONS

Order cancellation requests will be considered, but are not guaranteed. This is simply because we try to ship out orders as quickly as possible, and we cannot cancel an order once it has been dispatched. Once you receive an order confirmation by email, it means your order is already being processed and cannot be changed or canceled.

ORDER CONFIRMATION

An order confirmation will appear as the final step in your order process. In addition, you’ll receive an email confirmation with the order number of your purchase! Once your order has shipped, you’ll receive an additional email to confirm shipment and tracking information.