FAQ
Shipping
I made a mistake on my shipping address, can I change it?
We know how exciting it is to receive orders on time. Please contact us immediately with your order number, and the address to be delivered to. The more information you provide, the sooner we can try and change your information. Although we cannot guarantee that we'll catch your order in time before it enters processing, we will try our absolute best to make the requested changes.
Make sure you enter ‘Urgent: Change Order Details’ in the subject line. Any amendments may cause delay in the delivery of your order.
Upon emailing us with a change of shipping address please keep in mind that your order may already have been dispatched, so be as careful as possible to provide the correct information when placing your order. In this case, we’re not able to send you another one so it’s best to contact the postal service.
Will I get a tracking number after making an order?
Yes! All orders include a tracking number. It will automatically be sent to your email that you provide us with during checkout. If you received a shipping confirmation email with your tracking number, it means that your order has been shipped. Tracking numbers can take up to 24 hours to update.
How long does shipping take?
Estimated delivery time is in business days and does not include weekends or holidays.
For customers within the United States, all orders process and ship within 2 business days. Delivery time is 2-5 business days. We ship Monday through Friday. You will receive a confirmation email with the tracking link once your order ships.
Kindly note that if inaccurate or incomplete addresses are provided, it may delay processing. We encourage all customers to thoroughly review their shipping and billing information prior to checking out to ensure any possible delays are avoided.
You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of checkout, which can take a few hours. You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to follow the journey of your package.
Which shipping carrier do you use?
Cosmeticssecret ships out all orders via United States Postal Service.
How do I track my order?
As soon as your package is shipped, you will receive an automated email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier's website.
If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us.
Do you ship to P.O?
Yes we do, however please be aware that shipping may take longer than usual depending on where it is being shipped to.
Product/Ingredients
Is it safe to use for all lash types?
Formulated to be safe for all lash types and is also hypoallergenic but if you have specific concerns, please consult your doctor with the list of ingredients found on the website.
At what temperature should I store my Serum at?
We recommend storing in a cool dry place at 36 to 77 degrees fahrenheit.,away from direct sunlight and excessive heat.
Does it have any side effects?
Our formula is specifically designed to be gentle and safe. We believe in results without compromise - so that means no hormones and no prostaglandin. Our serum is also paraben-free, gluten-free and vegan. Potential side effects are irritation, allergic reactions and or in rare situations styes. We always recommend doing a patch test before using any of our products and never applying onto your skin.
WARNINGS: For external use. Keep out of reach of children. Avoid getting in eyes; if so, rinse with water. Do not use if pregnant or nursing, undergoing treatment for glaucoma or cancer, or if you have ever experienced conjunctivitis, dry eyes, eye infections, styes, irritation from other cosmetics applied in the eye area, or any eye-related disorder or illness. Some users have reported eye redness and itchiness, dry eyes, watering of the eyes, sensitivity, styes, inflammation of eyelid and eye, temporary darkening of skin around the eye area, lash loss and/or visible enhancement of hair around or outside the eye area. Stop use immediately if you experience these or other symptoms. If symptoms persist, seek medical attention.
How do I use my Serum?
Remove makeup and clean your face with soap and warm water. Makeup removers and cleansers can leave behind residue which may create a barrier between your hair follicles and the serum. Apply a thin line in a swiping motion across the roots of your lashes. Do not apply onto skin or eyelids. For eyebrow use, apply onto the root of clean eyebrows. Allow lashes to dry before proceeding with skin care and makeup routines. Use twice daily for best results.
Payment
When will my credit card be charged?
Your credit card will be charged once your order is processed to ship.
Please note that once credit card authorization is received, depending on your bank, the funds may be reserved up to 30 days. Please check your bank's policy. If you are paying with a debit card, please verify with your bank if there are limitations on daily withdrawal amounts on your card. Cosmeticssecret reserves the right to request additional identification. If necessary, we will contact you by e-mail.
What steps does Cosmeticssecret take to prevent credit card fraud?
No card information is ever stored on Cosmeticssecret and it remains the private property of the card holder at all times before, during, and after the product purchase. All transactions are processed through secure forms of payment which are used by millions of people daily and are heavily encrypted third party-payment processors.
We take many active steps to ensure the absolute safety of your credit card and personal information. In addition to processing all credit card sales via a fully secured and reputable third party payment processor, your checkout experience is protected by industry standard 128 Bit SSL encryption to protect your private data. Cosmeticssecret does NOT keep credit card information on record.
Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team: When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine card holder.
What if my credit card is denied?
You will receive an error message immediately if there is a problem with processing your credit card. You'll have the opportunity to enter a new card number if this happens. Please make sure that all of your personal information matches the exact information (name, address, etc) associated with your credit card. If some information doesn't match, the transaction will not go through, as we have a very secure payment process. If you are unsure, please call your credit card company to verify the information they have on file.
Also, please ensure that your credit card is not restricted to making international purchases. Cosmeticssecret is a United States based company. You can also try going through the regular checkout.
I have not received my refund yet, why is that?
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.
I recently purchased an item online and now it's discounted. Can I get the discounted price?
Pricing on the website is subject to change without notice. Orders placed before promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due to unforeseenissues.