FAQ's
Check out this document for answers to some of our most frequently asked questions. If you cannot find what you’re looking for, please send an email to cs@akilashes.com.
In-Store Pick Up: We have one retail location in Torrance, California (we wish we had more!). In-store pick ups, exchanges, or purchases can be made at our location within operating business hours of Monday - Friday from 9 AM - 5 PM.
If you want to pick up your order from our office, we are offering contactless curbside pick up. To do so, please go to www.akilashes.com and place your order online. Add your desired products to the cart, log into your account and proceed to checkout.
As you go through the checkout, make sure you select to pick up your order in the "information" section, before shipping method. You can always click "information" on top to be taken to the first step of the checkout process where you input your shipping address. It is here that you can switch between shipping or pick up.
Once your order is placed, you will receive two email. The first is a confirmation email. If your order is placed within normal business hours, please note that it may take up to 4 hours to get your order ready. The second is an email that states your order is ready for pick up. Please text us or call us at 310.935.4303 when you are on your way to Aki Lashes HQ so that we can make sure your order is ready for you. Once you arrive, you may pick up your order.
Shipping Time: All packages are shipped out 1-3 business days after your order is placed. Shipping time does not include transit time. Please allow 3-6 business days for standard shipping to ensure your package gets delivered. If you place an order with 2 day or overnight shipping by 12pm noon PST, it is guaranteed to go out that same day (Monday-Friday only, Holidays excluded). We appreciate all your patience with us! xoxo
If you are ordering online and want us to ship out your order, we as that you read the latest statement from the USPS United States Postal Service below, as they are currently experiencing delays and this may affect your package arrival time:
"Due to the COVID-19 pandemic’s effect on transportation availability, some services will experience delays beginning April 17, 2020. Below is what you need to know.
- USPS Priority Mail Express: This service will not experience any delays at this time.
- USPS Priority Mail: Local 1-day delivery will not experience delays. However, the 2-3 day delivery window will now be extended to 3-4 days
- USPS First-Class Package Service: 2-3 day delivery windows will be extended to 3-4 day delivery windows.
USPS will still do its best to deliver packages as quickly as possible. "
If you are unsure about holiday hours please feel free to give us a call and find out! Anyone is welcome to come to our store front to make a purchase and try out some of our products! You may also purchase online and pick up in-store. Simply select the In-Store pickup option under Shipping Method when checking out.
Hawaii and Puerto Rico are not included in the free domestic shipping when you spend $150+.
International Shipping: We ship to most countries worldwide. International shipping cost is calculated at checkout. If you are unable to complete shipping to your country, please email us at cs@akilashes.com.
Currently we only offer international shipping via FedEx. Shipping cost is calculated through FedEx based on the weight of your package.
International Duties and Fees: Aki Lashes is not responsible for any duties, taxes, or fees associated with importing goods to countries outside the United States. The purchaser is responsible for paying all duties, taxes, and other associated fees for importing their orders. Aki Lashes does not charge importing fees, these fees are charged to purchasers by their country. Please feel free to contact us with any questions regarding this as we do not want you to be surprised about additional costs when receiving your package from us.
Contacting Us: For the quickest reply, please email us at cs@akilashes.com or call/text us at (626) 788-7649. We check If your question is urgent please email, call, or text and we will reply within 1 business day.
Promoters, Ambassadors, Models: We currently are NOT taking any applications for models, brand ambassadors, or promoters. Please feel free to contact Eva at eva@akilashes.com.
Wholesale: We currently offer a 10% discount on orders over $500. Please use promo code: WS10 at checkout to redeem this offer!
Distributors: At this time we are not looking to partner with any salons, lash artists, or retailers as distributors. If you want to recommend or use our product please direct future lash lovers to our website akilashes.com
Sold Out Items: If an item you are looking to purchase is out of stock online, it is totally out of stock. Please feel free to contact us regarding the sold out item and we will give you an update! Trust us when we say we know how important it is for you to have your products and we do apologize if we are sold out of anything that you need. You will let you be the first to know when we are restocked if you follow the above tips to find out about restock!
Pre-Made Fan: Our pre-made fans are heat bonded at the base so there is no additional glue. Pre-made fans are in fact made with volume lashes but please note that they are listed as their own collection on the website! 'Volume Lashes' are single lashes that artists use to create a fan while pre-mades are fans already made for you. If you are unsure please feel free to ask for assistance with your purchase.
Smart Russian Lashes: Our Smart Russian lashes are also known as "easy fanning lashes" that have a sticky base for easier and faster fanning. Smart Russian lashes have two layers of lashes on the strip while Rapid Smart Russian have 3 layers of lashes on the strip.
Refunds and Exchanges: Here at Aki Lashes, we understand how important it is to be 100% satisfied with the supplies you purchase. Our top priority is YOU and we want you to love the products you purchase.
We happily accept all returns (for a full refund) as long as the item is new and unused. Simply email our customer service support team at cs@akilashes.com and let us take care of the rest! All Sale products are final sale.
Have a question or concern? We can answer it for you! You can always email us at cs@akilashes.com with your questions and concerns and new will respond to us, usually in 1 business day or less!