FAQ
SHIPPING & RETURNS
How quickly will my order arrive?
To make you get the goods earlier, we will deliver from Amazon warehouse in US directly.
If you order several products, the orders will be shipped by multiple packages.
All the tracking numbers will be mailed to you within 3 days and you will get all of them within 3~7 working days.
My order never arrived - Help! First step?
Breathe. We’ll help you track it down!
If you received tracking number from us in an email and it shows your package was delivered, we recommend that you check with your local customer service of the carrier and/or your neighbors to see if they have additional information.
That's usually the quickest way to get the information for these situations.
If you need more help, feel free to email support@quewel.com and we'll do our best to help you.
Do you ship internationally?
Of course! Our products are loved by customers around the world and we’re happy to offer worldwide shipping.
Can I return my order?
Your satisfaction is our number one priority!
We accept returns within 30 days of delivery to receive a refund or exchange.
If 30 days have gone by since your delivery date, so sorry for that a refund or exchange will not be offered, hope you can understand.
Please note that your item(s) must be unused and include all of the original packaging.
You will be responsible for shipping costs, and we recommend using a tracked postal service.
What if I received a wrong or defective product?
Hopefully, it happens very rarely.
But, Errare humanum est, let us repair our mistake!
Send us an email at support@quewel.com with your name and order number and explain the situation, we'll take care of it in no time.
ORDERS & PAYMENTS
What payment methods are accepted?
We currently accept PayPal.
We will add more payment methods in the future if needed.
How can I view my order history?
In ‘my account’ area of the website you will be able to view your order history.
How do I track my order?
Once your order is shipped, you should receive an email notification with your order's tracking number.
Please click the tracking number provided in the body of your email.
HOW TO CONTACT US
How do I reach your support?
The quickest way is through our live chat on the bottom right of the screen.
You can also email us through our email support@quewel.com.
We look forward to hearing from you!
What are your support hours?
Our client services team are available
from 8:30am to 5:30pm GMT+08:00 Hong Kong Monday-Friday
via email or live chat or Instagram DM, except holidays.
We will respond to you as soon as possible during office hours.
PRODUCT
Do you have wholesale discounts?
Yes, we make major discounts for large orders. Please see wholesale page for details.
Is Quewel® Lashes a cruelty free brand?
Yes! Our products have never been and will never be tested on animals!
What are Quewel® eyelash extensions made of?
All Quewel® eyelash extensions are made from premium
PBT fiber, light and don't harm your natural eyelashes.
100% handmade, stable curl,
we use professional physical high-temperature setting technology, which is not easy to change.
Is Quewel® adhesive medical grade?
Yes, Quewel® adhesive is medical grade. Specially formulated to minimize the possibility of irritation, allergy, smoke or smell.
How many styles of lashes does Quewel® Lash offer?
We are committed to continually designing and developing new lash styles for our customers.
Currently, we offer 5 styles of varying shape and fullness.
Keep checking back or sign up for our email list to be notified when new styles are launched, as well as hearing about promotions.
Can I have a sample order for lash trays?
Yes, of course.
You have two chances to get free samples,
in exchange for your feedback.
ONLY PAY FOR DELIVERY CHARGE $3.9,
lashes will be shipped via USPS or UPS from US domesticlly.
Is it OK to print my logo on box of eyelashes product?
Yes, we can customize the logo for you after reaching a certain order quantity.
Please feel free to contact us via email or live chat.
When are the out of stock products restocking?
Please sign up for our newsletter to be the first to hear about any restocks!
We also announce restock dates via social media.
Does Quewel® have any giveaways?
Absolutely!
Follow us on INS @quewellashofficial.
You could always check out information regarding giveaways, new launches, promotions, and restocks on our Instagram.