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FAQ

Frequently Asked Questions


COVID, Carrier or Weather Shipping Delays

CARRIER ISSUES, COVID-19 AND/OR INCLEMENT WEATHER CONDITIONS CAN DELAY SHIPMENTS BEYOND NORMAL EXPECTED DELIVERY TIMES, WHICH MAY BE BEYOND OUR CONTROL. WE APPRECIATE YOUR UNDERSTANDING AND PATRONAGE, AND APOLOGIZE IN ADVANCE FOR ANY INCONVENIENCE.

How often do I use GrandeLASH-MD?

When initially starting with GrandeLASH-MD, use once a day for 3 months, through a full lash cycle. After 3 months, use once every other day for maintenance.

What does a full lash cycle mean?

Lashes naturally go through a full lash cycle that consists of three phases. The anagen phase where lashes grow. The catagen phase which is a transition phase. And the telogen phase when the lashes rest and then fall out before new ones appear. This entire lash cycle lasts approximately 3 months. And interesting to note, we typically lose 2-3 eyelashes every day.

What happens to my lashes after I stop using GrandeLASH-MD?

If you discontinue use of GrandeLASH-MD, your lashes will not maintain the benefits you achieved while using the product and will revert back to your regular lashes and lash cycle of growth rest and fall out.

Are there any warnings or cautions about using GrandeLASH-MD?

WARNING: Do not get into the eyes; in event of direct contact, rinse with cool water. Do not use if you are pregnant or nursing, under the age of 18, are prone to dry eyes or styes or undergoing chemotherapy. Keep out of reach of children. If redness or irritation occurs, stop using product. Consult physician if you are being treated for an eye-related condition.                                                    

I tried your product and my eyes got a little red and irritated?

While sensitivity is rare, there is always a possibility whenever introducing a new beauty product. When initially using GrandeLASH-MD, some people may experience a slight sensitivity. Often, sensitivities occur with the use of too much product per application. If irritation occurs, feel free to use the product every other day or so for a week or two. Then continue with daily use, as instructed. If irritation persists at any time, discontinue use immediately.

Do you offer a money-back guarantee?

Yes, all of our products are upheld with a 90-day money back guarantee. For refund/exchange details please see our returns/exchanges policy on your packing slip or on our site located here. NOTE: OUR 90-DAY GUARANTEE IS VALID TOWARDS US DOMESTIC ORDERS ONLY. NOT VALID ON INTERNATIONAL ORDERS.

Should you need additional information or have concerns please contact our Customer Service Department at customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST in the United States, Monday thru Friday, excluding US holidays.

Are Grande Cosmetics cruelty-free?

Yes, we are cruelty free and registered with PETA

Has my order shipped?

If you have a GrandeCosmetics.com account, you can click the “my account” icon at the top right of your screen, login to your account and view your order history, status and shipment. If you do not have an account on GrandeCosmetics.com, you can enter your number via our order status link here and receive information regarding your order status and shipment.

I never received my order, what do I do?

First check to see if we have your order and check on your order status. If you have a GrandeCosmetics.com account, you can click the “my account” icon at the top right of your screen, login to your account and view your order history, status and shipment. If you do not have an account on GrandeCosmetics.com, you can enter your number via our order status link here and receive information regarding your order status and shipment.

If your order shows that your order has shipped and you have not received it, or if your order is not listed, contact our Customer Service Department for assistance at customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST, in the United States, Monday thru Friday, excluding US holidays.

How do I create an account?

Creating an account with Grande Cosmetics will allow you to view your order history, order status, shipping information, shipping addresses and more. To create an account click “my account” at the top right of the screen. From the dropdown click “MY ACCOUNT” This will bring you to our customer sign up/sign in page.

Should you need additional information or have concerns please contact our Customer Service Department at customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST, in the United States, Monday thru Friday, excluding holidays.

How do I edit my account information?

Click the “MY ACCOUNT” icon located in the top right corner next to the site navigation and shopping cart. This will bring you to our customer sign up/sign in page. Enter your login information. From there you will be taken to your account where you can view your personal profile.

Should you need additional information or have concerns please contact our Customer Service Department at customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST,in the United States, Monday thru Friday, excluding holidays.

How do I select the country I am in?

Currently, we ship to the following countries: United Kingdom and the United States.

 

United Kingdom orders are shipped from our fulfillment center in the UK. US orders are shipped from our fulfillment center in the United States. Orders should be inclusive of tax and VAT charges in the UK and US, yet, should our shipping carrier(s) need to collect any taxes or VAT this may happen at their discretion. In this case, customers would be required to pay their own respective duties, shipping charges, and VAT and/or taxes at time of delivery.

How do I place an International order?

You will be prompted when visiting the site, based on your IP, to a localizing widget that asks if you would like to visit the international site affiliated with your IP address. Select your regional site from the localizing tool when prompted, and shop as normal, adding items to cart as usual, items will be displayed in your local currency where available, When ready to checkout,, accept accept our Terms of Use and click on the checkout button and follow the steps within checkout to complete your order.

 

Should you require further assistance, please contact us at customerservice@grandecosmetics.com, Monday thru Friday 9am - 5pm EST, in the United States. Excludes holidays.

How much does shipping cost?

United Kingdom: British Forces, England, Scotland, Ireland + Wales: via Royal Mail

  • Standard Ground, orders under £49.99 are £5.95 per order.
  • Free Standard Shipping: orders £50.00 and up

 

Northern Ireland, Channel Islands (Jersey), Isle of Man, Sark/Guernsey: via Royal Mail

  • Standard Ground, orders under £49.99 are £12.00 per order.
  • Free Standard Shipping: orders £50.00 and up

 

Sorry, but we do not offer expedited shipping at this time.

How do I reset my password?

Click “my account” at the top right of the screen or from checkout. Once you are taken to the login page, click "Recover password". From there you will be prompted to supply your email address. You will receive a password reset email shortly thereafter. Follow prompts to reset your password.

What is your return & exchange policy?

Returns may be made up to 90 days from your delivery date for a full refund of your purchase amount. We are committed to offering our customers the finest products available. If you feel the products you receive from Grande Cosmetics does not meet this expectation, simply return the product and we would be happy to remit your account for the full amount of the purchase. Exchanges of unopened items are also accepted up to 90 days of delivery.

To initiate a return, please fill out the return authorization form. Download here.

 

Should you require additional assistance, please contact customerservice@grandecosmetics.com. Our customer service team is available from 9AM – 5PM EST, in the United States, Monday thru Friday, excluding holidays.

 

More information on our shipping & return policy can be found here.

Note: Grande Cosmetic items purchased at other retailers must be returned to the point of purchase, the retailer you purchased from. Retailer return and exchange policies can differ from what we offer at GrandeCosmetics.com. We do not accept returns from our retail partners at GrandeCosmetics.com

 

When will my order ship?

*NOTE: DUE TO COVID-19/CORONAVIRUS WE ARE NOT OFFERING EXPEDITED SHIPPING AT THIS TIME. ALSO BOTH COVID-19 AND/OR INCLEMENT WEATHER CONDITIONS CAN DELAY SHIPMENTS BEYOND NORMAL EXPECTED DELIVERY TIMES, WHICH MAY BE BEYOND OUR CONTROL. WE APPRECIATE YOUR UNDERSTANDING AND PATRONAGE, AND APOLOGIZE IN ADVANCE FOR ANY INCONVENIENCE.

Orders are generally shipped within 1-2 business days. Business days are Monday thru Friday, excluding holidays. Orders received after 1pm GMT will be processed the following business day. Once an order is processed and shipped, you will receive a confirmation email with your shipping tracking information.

Should you need additional information or have concerns please contact our Customer Service Department at customerservice@grandecosmetics.com. Our customer service team is available from 9AM – 5PM EST, in the United States, Monday thru Friday, excluding holidays.

What payments do you accept?

We accept all major credit cards (Visa, Master Card, American Express, and Discover). We may also accept Afterpay, Shop Pay, Google Pay, iDeal, Apple Pay, yet all alternative payment methods may not be available in the UK. Payment methods are listed at checkout.. Payment Options are available at checkout, please note that all pricing is in GBP. Please note we do not ship to third party couriers or hotels.

I made a return. How soon will I see the credit on my account?

Return credits usually take 10-14 business days from the time we receive your item(s) and process your return. The amount of time before you see the amount on your form of payment is at the discretion of your payment provider or credit card, but most payments are reflected within 1-2 billing cycles. If you paid via Afterpay, Google Pay or Shop Pay, you will need to contact each directly with regards to refunds on your installments.

I forgot to use a coupon code at checkout. Can you apply to my order?

Please contact our customer service department and we will review your order and see if the discount or coupon code can be applied. In some circumstances, once an order is placed, since our orders drop immediately for fulfillment, discounts and promotions cannot be applied.

How do I apply a coupon code to my order? 

There is a coupon code field at checkout where you can enter a valid coupon code. Should you need additional information or have concerns please contact our Customer Service Department at customerservice@grandecosmetics.com. Our customer service team is available from 9AM – 5PM EST Monday thru Friday, in the United States, excluding US holidays.

I have another question, how do I contact you?

Should you need additional information please contact our Customer Service Department at customerservice@grandecosmetics.com. Our customer service team is available from 9AM – 5PM EST Monday thru Friday, in the United States, excluding US hHolidays.

Once I place an order can I cancel or modify it?

In order to ship your order to you as soon as possible, processing begins immediately once the order is placed. Orders cannot be changed or cancelled once submitted. However, you can return it once you receive it for a refund. Should you need additional information please contact our Customer Service Department at customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday, in the United States, excluding US holidays.