CAT LASH / FAQ
Frequently
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Explore helpful answers about orders, delivery, returns and professional lash products. Our team is ready to help with anything else.
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Orders & Payment
What payment methods can I use?
The available methods are listed at checkout before you place your order. Select one of the options shown for your location and order.
Can I change or cancel my order?
Please contact us as soon as possible with your order number. We can check what is possible before your order is processed or dispatched.
Will I receive an order confirmation?
After checkout, check the email address used for your order. If you cannot find a confirmation, check your spam folder and contact our team with your details.
Can I send payment details by email?
Please use the payment options provided at checkout. Do not send full card details or security codes in an email or contact form.
Do you accept wholesale enquiries?
Yes, you can send an enquiry through our contact page. Tell us about your business and the products you are interested in.
How do I use a discount code?
Enter your code in the coupon field at cart or checkout. If the code applies to your order, the revised total will appear before payment.
Shipping & Delivery
How long does shipping take?
Delivery timing depends on your destination, the service available and when your order is dispatched. Review any estimate shown at checkout or ask our team.
Where do you deliver?
Enter your delivery address at checkout to see the destinations available for your order. You can contact us before purchasing if you need help.
How much does shipping cost?
Any available delivery methods and charges are shown at checkout after you enter your address, before you submit an order.
Can I track my order?
When tracking is available for your shipment, the details are shared after dispatch. Keep your order confirmation for reference.
What if my order appears delayed?
Contact us with your order number and any tracking details. We can help you check the current shipment status.
Do you offer free shipping?
If your order qualifies for a free shipping offer, the shipping amount will be displayed at checkout. Conditions may vary by destination and promotion.
Returns & Refunds
How do I ask about a return?
Start by contacting us with your order number, item details and the reason for your request. Read our Shipping & Returns page for the process.
What if my item arrives damaged or incorrect?
Contact us promptly with your order number and clear photos of the item and packaging. We will review the issue and explain the next steps.
When will I receive a refund?
The timing depends on the outcome of the review and the payment provider. We will explain the applicable steps when responding to your request.
Can I exchange a product?
Tell us which item you received and the item you would like. Our team will review what options are available for your order.
Are any items excluded from change-of-mind returns?
Contact our team before sending an item back. Any store conditions do not remove your rights under applicable consumer law for faulty products.
Who pays for return shipping?
This depends on the reason for the return and applicable consumer rights. Please contact us before posting an item so we can provide instructions.
Products
How do I choose lashes for my work?
Browse the product description, style, length and other available options. If you need guidance, tell us about the look you want to create through our contact page.
Are your products suitable for sensitive eyes?
Suitability varies by product and person. Check the product label and ingredients, and seek appropriate professional advice if you have an allergy or sensitivity.
What are the lashes made from?
Materials vary across the collection. Please check each product page or packaging for product-specific details.
What lengths or styles are available?
Available options are shown on each product page. Use the product filters or contact us if you need help finding a specific specification.
How should I store lash products?
Follow the storage and handling directions provided with each item. Contact us with the product name if you need help finding its guidance.
Are products intended for professional use?
Some products may need professional training or careful handling. Always check the individual listing and follow the supplied instructions.
Account & General
Do I need an account to place an order?
Check the options shown at checkout. If account registration is offered, you can create one to manage the details available in My Account.
How do I create an account?
Open My Account and follow the registration instructions, if registration is currently available.
I forgot my password. What should I do?
On the password reset page, enter the email address associated with your account and follow the emailed instructions.
How can I contact customer support?
Email [email protected], call +84 94 417 33 27 or use our contact form.
Do you provide product training?
Please contact our team to ask about current training or educational resources. Availability may change.
Where are you located?
Our contact page includes the map supplied for 194 Tran Ngoc Len Street, Chanh Hiep, Ho Chi Minh City, Vietnam. See location and contact details.
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