FAQ
Orders & Shipping
How do I place an order?
To place an order, select the velvitae false eyelash product you would like to purchase, choose any available product options, add the item to your cart, and follow the instructions provided at checkout.
Once your order has been successfully placed, an order confirmation email will be sent to the email address provided during checkout.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible after placing it.
We will make reasonable efforts to assist before the order enters fulfillment. However, once an order has entered the processing, packing, shipping, or dispatch stage, we cannot guarantee that changes or cancellations can still be made.
How do I track my order?
Once tracking information becomes available, we will send a shipping confirmation email to the email address used at checkout.
Please note that tracking information may take some time to update after a shipping label has been created. Carrier tracking frequency may also vary depending on the shipping provider and destination.
When will my order arrive?
Delivery times depend on your destination, carrier operations, customs processing, local delivery conditions, holidays, and other factors.
Order processing and estimated transit times are listed in our Shipping Policy.
All delivery timeframes are estimates and are not guaranteed delivery dates.
What should I do if my order arrives damaged, incorrect, or incomplete?
If your order arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.
To help us review the issue efficiently, please provide:
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Your order number
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Clear photos of the product
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Photos of the packaging
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A photo of the shipping label, if available
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A short video if it helps demonstrate the issue
Our support team will review the information and advise you on the appropriate next steps.
Product Support
How do I apply velvitae False Eyelashes?
For standard strip-lash application:
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Carefully remove the lash strip from the tray using clean fingertips or suitable lash tweezers.
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Place the lash strip along your natural lash line to check the length and fit.
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If necessary, trim a small amount from the outer end of the lash strip.
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Apply your preferred lash adhesive according to the adhesive manufacturer's instructions.
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Wait until the adhesive reaches the recommended tackiness.
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Position the lash strip close to your natural lash line.
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Gently adjust and press the strip into position.
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After use, carefully remove the lashes and return them to the original storage tray.
Application technique may vary depending on the lash style, adhesive used, and individual preference.
What are velvitae False Eyelashes designed for?
velvitae False Eyelashes are designed for everyday and occasion makeup styling.
Depending on the selected style, the lashes may feature wispy, fluffy, layered, or more defined fiber patterns to add visible lash definition and soft-looking volume.
Different lash styles may create different appearances, so please review the individual product page before ordering.
Are velvitae lashes suitable for beginners?
Many velvitae strip-lash styles are designed with straightforward application in mind.
New lash users may find it helpful to:
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Measure the lash strip before applying adhesive
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Trim only from the outer edge when necessary
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Use a small amount of lash adhesive
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Allow the adhesive to become tacky before positioning
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Apply the lash close to the natural lash line
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Practice positioning before applying adhesive
Application may become easier with practice.
Can I trim the lash strip?
Yes. If a lash strip is longer than your natural lash line, you may carefully trim a small amount from the outer end.
Trim gradually and check the fit before removing additional length.
Avoid trimming from the inner section unless specifically directed by the individual product instructions.
Is lash adhesive included?
Lash adhesive is not included unless specifically stated on the individual product page or package description.
If adhesive is not included, use a lash adhesive intended for false strip eyelashes and follow the adhesive manufacturer's directions.
Can velvitae lashes be reused?
Selected velvitae false eyelashes are designed for reuse with proper care.
Actual reuse may vary depending on:
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Application method
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Adhesive used
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Removal technique
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Cleaning
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Handling
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Storage
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Condition of the lash band and fibers
Replace the lashes if they become damaged, misshapen, or otherwise unsuitable for further use.
How do I remove false eyelashes?
Remove the lash strip slowly and carefully.
Avoid pulling directly on the lash fibers.
If the adhesive does not release easily, follow the removal guidance provided by the adhesive manufacturer rather than forcing the lash strip away from the eyelid.
How do I clean velvitae False Eyelashes?
After use:
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Carefully remove the lash strip.
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Gently remove remaining adhesive from the lash band.
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Avoid pulling or stretching the lash fibers.
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Avoid soaking the lashes unless the specific product instructions state otherwise.
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Return the lashes to the original tray after cleaning.
Do not use harsh cleaning chemicals unless specifically recommended for your lash product.
Can I use oil-based makeup remover on the lashes?
We generally recommend avoiding direct soaking of reusable false eyelashes in oil-based products or strong makeup removers unless specifically stated in the product instructions.
Certain products may affect the lash fibers, band, or adhesive residue.
Refer to the individual product page or included instructions for product-specific care guidance.
How should I store my false eyelashes?
Store the lashes in their original tray or protective storage case.
Keep them in a clean, dry place away from:
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Excessive moisture
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High temperatures
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Direct sunlight
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Heavy objects that may deform the lashes
Returning the lashes to their original curved tray can help maintain their shape between uses.
What should I do if the lash band becomes damaged?
Stop using the lash strip if the band is torn, significantly stretched, deformed, or otherwise damaged.
Do not continue applying a lash strip that no longer maintains its intended structure.
If you believe the product arrived defective or was damaged during shipping, please contact our support team with your order information and clear photos.
What should I do if the lashes arrive bent or misshapen?
If your lashes arrive visibly damaged or significantly misshapen, please contact us as soon as possible.
Include:
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Your order number
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Product name
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Clear photos of the lashes
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Photos of the packaging
Our customer support team will review the information and advise you on the appropriate next steps.
Can I wear velvitae lashes for different makeup styles?
Yes. velvitae offers false eyelash styles intended for a variety of beauty looks.
Depending on the selected product, lash styles may complement:
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Everyday makeup
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Soft glam makeup
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Date-night looks
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Weddings and celebrations
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Parties and events
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Photography
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Beauty content creation
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Evening makeup
Please review the individual product page for style-specific details.
How do I choose a lash style?
Consider the type of makeup look you want to create.
For example:
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Wispy styles can provide soft-looking definition.
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Fluffy layered styles can provide more visible volume.
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Multi-length designs create a more textured appearance.
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More defined styles may work well with evening or occasion makeup.
Product images and individual descriptions can help you compare available styles.
Returns & Warranty
What is your return process?
Before returning any product, please review our Return Policy and contact us to obtain the applicable return instructions.
Returns sent without prior authorization or without following the provided instructions may not be accepted.
For hygiene and product-safety reasons, eligibility for the return of opened or used beauty products may be subject to the conditions stated in our Return Policy and applicable law.
Does velvitae offer a warranty?
Eligible velvitae products may be covered by applicable support for qualifying manufacturing or material defects.
Any applicable warranty or product-support period, where offered, will be stated on the relevant product page, product documentation, order information, or applicable policy.
For full details, please review our Product Support & Warranty information.
What should I do if my lashes arrive damaged or develop a product issue?
Please contact:
To help our support team review your request, please include:
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Your order number
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Product name
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A description of the issue
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Clear photos where relevant
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Photos of the product packaging where appropriate
Providing this information can help us review your request more efficiently.
Payments
What payment methods do you accept?
Available payment methods are displayed during checkout.
Payment options may vary depending on your location, currency, device, and the payment services available at the time of purchase.
Is my payment information secure?
Payments are processed through the payment methods and payment service providers displayed at checkout.
velvitae does not ask customers to send complete payment card information through email or customer support messages.
For additional information, please review our Payment & Security information.
Contact Us
If you have questions about your order, shipping, returns, lash application, lash care, product information, or after-sales support, please contact us at:
Email: service@velvitae.com
For order-related inquiries, please include your order number whenever possible.
For product-related support, including your product name and a brief description of your question or issue will help us assist you more efficiently.
Company Information
Brand: velvitae
Legal Entity: Guangzhou Jingmeng E-Commerce Co., Ltd.
Registered Address: Room W126, Room 3A03, No. 5 Jianzhong Road, Zhongshan Avenue, Tianhe District, Guangzhou, Guangdong Province, China
Customer Support Email: service@velvitae.com
Thank you for choosing velvitae.
velvitae — Simple Beauty for Everyday Style.