Frequently Asked Questions

General

How are these different than strip lashes?

Our lashes are much lighter and have a narrow, almost invisible band. They are then pre-cut into segments to make them easy to apply with our under-eyelash method.

Are they difficult to apply?

There is always a small learning curve with any false eyelash product, but learning new tricks can be fun, so we have resources available to help you get up to speed. Check out our Application Guide - if you're still having trouble with application, we have a team of experts available for 1:1 support.

What if a part of the lash falls off?

Unlike extensions, having an issue with our lashes is no problem. Simply grab your tweezers & adhesive and reapply. If for some reason you need to adjust a section, the fix is only 60 seconds away. 

Will these hurt my eyes?

When applied correctly you will forget they are there (until you look in a mirror!). Our Made for This adhesive does not contain latex, which is a common cause of irritation.

What are they made out of?

The lashes are faux mink (Korean PBT) and cruelty-free. Our Made For This adhesive is free of fragrances and latex which are among the most common allergens in lash adhesives. 

Will these work if I wear glasses?

Many of us wear glasses without issue! The Originals and the Weightless 3 are our longest styles and might rub against the lenses, depending on your face & nose shape. If this happens to you, a shorter style like The Bestie or Shorties® may be a better fit.

Application & Usage

Why can't I get my lashes on?

There could be a few common reasons why they aren't staying on. The number one reason is usually not using enough glue. The perfect amount of adhesive should cover the entire band and have a 3D effect when viewed from the side. 


The second reason is placement. Make sure that the lashes are attached only to your natural eyelashes and not to your waterline. If you lay a mirror flat and apply the lashes while looking down into the mirror, it will make it easier to see where you're placing the lashes.

I can’t get my lashes to last more than a day or two.

If the lashes are falling off too soon, this typically means that you have not used enough adhesive. The perfect amount of adhesive should cover the entire band and have a 3D effect when viewed from the side. 


Curling your lashes before your application can often help make application easier--especially if your lashes are particularly straight or point downward naturally. After your lashes are applied, the curl of the lash segments are designed to gently hold your natural lashes in the curled upward position so that you don't have to curl them again during wear, but many customers find that curling the lashes before application helps them get a longer-wearing and more comfortable hold.


In addition, everyone’s eye shape and size are different. You may need to trim your lash segments smaller or in half to help the lashes fit the shape of your eyes. 

How do I remove the lashes?

At FlutterHabit, we value the health of your natural lashes! Safe removal is key when it comes to keeping strong, healthy lashes! The easiest and safest way to remove FlutterHabit lashes is by using our Removal Balm! Thoroughly wet your eyelashes with warm water. Apply a small amount of remover to the lashes with your fingers, ensuring the balm soaks into the segments from every angle. Allow the balm to soak for 1-2 minutes. With wet fingertips, gently rub your lashes in an up-and-down motion until the segments slide off with no tension. NEVER pull or tug on the lash segments and never rub side to side. If you're unable to remove the lashes, repeat this cycle as needed. Gently applying a warm, wet rag to your eyes on top of the removal balm may help loosen any additional adhesive. 

Please feel free to email us with any additional questions! You can contact our team at help@flutterhabit.com. 

How do I wash my face? 

The key to washing your face is to avoid submerging the lashes in water. We normally advise washing the top and bottom portion of your face separately to avoid this and carefully use makeup wipes or cotton pads to clean around the eyes. The community on our FlutterHabit Family Facebook group continues to find new tips & tricks as well. 

Can I work out or shower with them on?

Yes! Get your sweat on, the lashes can take it. They can even stand up to the steam in your shower, just be careful not to rub them as the glue can soften with steam. 

Subscription

How do I sign up for a subscription?

Welcome to the FlutterHabit Family! To sign up for a new subscription, simply go to our website, choose your desired style, and select "subscribe & save."

Subscription Perks

We are excited to be able to offer perks to our subscribers as a thank-you for being a loyal part of the FlutterHabit Family! 

For subscriptions, with your 3rd subscription order, you will receive a free lash pad to support you in a seamless application process. After every 6th order, you will receive a free Made for This adhesive in your choice of black or clear. Every 12th subscription order of a single 6-pair lash box is FREE! 

All NEW lash subscribers will receive a free mini adhesive with their first order. 

*These perks apply to 3, 6, or 12 consecutive orders. Subscription cancellations and order cancelations/refunds will result in your perk tracking being reset. We always recommend swapping your style vs. canceling your subscription or skipping your order before processing instead of canceling after processing. 

How frequently do they ship?

You can choose 30, 45, or 60-day intervals, and switch back and forth as needed. You have access to this within your account to change at any time! 

What if I need my lashes sooner than my next shipment is scheduled?

No problem! You can order early anytime by logging into your account, clicking on "view your next order" and clicking "Send Now." 

What if I want to try a style different than what I am subscribed to?

You can swap the style you are subscribed to OR add a 1-time order of a different style within your account at any time. You can do this by logging in, clicking manage subscription, and then choosing to manage the current subscription. To view items that have been added on and 1-time orders, click on the "View Your Next Order" button.

How can I edit or cancel my subscription?

Managing Add-On/One-Time Items

  • Log in to your account
  • Click on "Manage Subscriptions" 
  • Select the "Delivery Schedule" tab
  • You will now see your upcoming scheduled deliveries. 
  • To remove an add-on, click on the item you'd like to remove
  • This will open a new window, scroll to the bottom and click "remove" on the bottom left-hand side

Swapping your style

  • Log in
  • Click on "Manage Subscriptions" 
  • Select "Manage this Subscription" 
  • Scroll down and click "Swap this for a different product"
  • You're all set to receive your new style! ✨



Canceling and Re-Activating Your Subscription

We are sad to see you go and hope you’ll come to see us again soon! We understand that our lashes may not work for the season you are in and want canceling to be easy (and re-activating) to be easy for you! 

To Cancel: 

  • Log in
  • Select “Manage Subscriptions”
  • Click on "Manage this subscription"  
  • Scroll down and click "Cancel Subscription" at the bottom of the page
  • Select the desired reason for cancelation and confirm cancelation

To Re-activate:

  • Log in
  • Select “Manage Subscriptions”
  • Go to "Manage Subscriptions" on the sidebar
  • Click “Inactive”
  • Choose which subscription you'd like to re-activate

Updating Your Subscription Address

If you'd like to update the shipping address on your subscription, there are two key places you’ll need to make sure changes are made! We know that having your lashes sent to the correct address is important, so please follow each step carefully! 

  • Log into your account
  • Scroll down to Account Details 
  • Click “View Addresses” 
  • Select Edit or Add Address
  • Choose to select the desired address as your default address. 
  • Next, go back to the login page and click on "Manage Subscriptions" 
  • Select the "Addresses and Payment Details" tab 
  • Then, go to upcoming orders to confirm the correct address on your next order.


*Please note that all subscriptions process at 1 pm CST. Address change requests made after this should be made on your account AND emailed to help@flutterhabit.com. After your order has been processed, we are unable to guarantee the change but will do our best to accommodate the request before your order ships. 

Updating Your Subscription Payment Method

Ensuring your payment method is up to date is a key component to getting your lash subscription! The best way to update your payment method is to follow the steps listed here:

  • Log In
  • Manage Subscriptions
  • Address and Payment Details. 
  • Enter your new card information. Be sure to select "use on all orders."

If your subscription is set up through ShopPay, please follow the instructions below to update your payment:

Log in to your Shop account by clicking here. You can change the Shop Pay card that you use to pay for your subscription order by either choosing another card or by adding a new card to Shop Pay. 

1. In the Active Orders section, click on the subscription order you want to edit.

2. Scroll down to your subscription details and click Edit payment method.

3. Do one of the following: 

- Choose an existing card on your Shop Pay account, and then click Update.

- Click + Use a different card to add a new card to Shop Pay.

4. Click Update.

If you need assistance with updating your payment method, please reach out to us at help@flutterhabit.com. 

Help! I can't log in to my subscription account!

When you place your first order, an account is created, but it will need to be activated for you to gain access. When you go to log in there is a phrase underneath that says "Create Account."  Click here and make sure to use the email address that was used when you placed your order. Once you enter your email an activation email to be sent. Once you've received the email and activated your account, you will be able to view your order history, manage your address and payment information, and modify your subscription (if applicable). If you need additional support, email us athelp@flutterhabit.com. 

Returns & Shipping

Where do you ship to? 

We ship to North America, Canada & a few other international locations. Enter your address at checkout to confirm availability and pricing to confirm! All orders are in USD. 

How long will it take to get my order? 

All orders may have a processing time of up to 5 business days before shipping and up to 7 business days during the peak holiday shopping season. The shipping speed will vary based on the selection chosen at checkout. Upon fulfillment, a tracking number will be emailed to you. Please allow 72 hours for tracking to update.

What happens if my package gets lost? 

Sometimes packages are marked delivered before they are received, but the good news is most of the time the package is found and delivered by your post office within a few days!

We understand that this can be frustrating. The best solution is to call your post office and provide them with your tracking number. You can also double-check with your neighbors in the event it was delivered to an incorrect address. After waiting a few days if it hasn't shown up, send us an email at help@flutterhabit.com and we are happy to assist you! 

Return Policy

RETURN/EXCHANGE POLICY

  • All items (excluding final sale items) in their unused or original condition are eligible for a return within 30 days of delivery. To begin your return, please visit flutterhabit.returnlogic.com.
  • Returns are subject to a $4 shipping & handling fee. This will be deducted from your refund.
  • Shipping costs will not be refunded. 

We would love to help if you are having difficulties applying your lashes. Schedule a free one-on-one Zoom call at consultation.flutterhabit.com or contact us via email or social media for assistance. If, after your Zoom consultation you still cannot apply your lashes, your consultant will initiate the refund process on your behalf.

  •  Returns for US Customers: Visit flutterhabit.returnlogic.com.Enter your email addressIf you are returning an item, pack the item(s) in a shipping package. Apply the prepaid return label to the package and drop it off at your nearest post office within 30 days of delivery.
  • Returns for International Customers Visit your local post office or favorite carrier to ship the return. All return packages should be sent to the address below.Your return will be processed within 10 business days of being received. Refunds are made in the original payment form and issued to the person documented on the original order.

Shipping Policy

Domestic Shipping

  • We ship US & International orders from our US location Monday through Friday (excluding holidays) & Canadian orders from our Toronto warehouse (when all of your products are in stock at that location). 
  • Please allow 3 – 5 days for shipping to most domestic locations. International transit times vary.  
  • All orders may have a processing time of up to 5 business days before shipping, and up to 7 business days during the peak holiday shopping season. 
  • Upon fulfillment, a tracking number will be emailed to you. Please allow 72 hours for tracking to update.

Expedited Orders

  • Expedited orders are shipped the following business day (business days are M–F). Orders placed on Thursday and Friday will be delivered the following week. 
  • Next Day and 2nd Day Air orders placed after noon CST will ship the following business day. 
  • Please note that FedEx and UPS do not deliver expedited orders on weekends. This includes Overnight.
  • Per FedEx, we are unable to guarantee the delivery date for FedEx 2nd Day Air orders. 
  • FedEx Overnight shipping is a guaranteed service. Should your order not be delivered within the overnight timeframe, please contact us at help@flutterhabit.com 
  • FedEx 2Day® provides delivery by the end of the second business day (M–F). Shipping days start being counted the day after FedEx receives the package. For example, packages picked up on Monday will be delivered on Thursday.FedEx Standard Overnight: Next-business-day delivery by 4:30 p.m. to US businesses and by 8 p.m. to residential addresses. FedEx will not deliver on Saturday or Sunday.

Ordering for Special Events

We are so excited you want to wear FlutterHabit to your special event! If you need to order products for a weekend event, we recommend placing your order no later than Tuesday night, using one of our expedited shipping options such as FedEx Overnight or 2nd Day Air. We can’t guarantee arrival on orders placed after Tuesday.

International Shipping

International Orders may be subject to import taxes, customs duties, and fees levied by your country’s customs department upon arrival. The recipient of the order is responsible for all import fees, as well as complying with all laws and regulations of the destination country. FlutterHabit does not collect duties and taxes and cannot provide any information on the cost of duties and taxes. Customs policies differ from country to country; if you have any questions, please contact your local customs office for more information. 

** INTERNATIONAL STANDARD/PRIORITY NOTICE: The Postal Service creates the timelines for delivery listed on our website. These are estimates, and we feel that these do not accurately reflect the time it takes to deliver internationally to most countries. With the exception of Canada, we see that most international orders may take up to 4-6 weeks to deliver, including orders being delivered via international priority. We will be unable to refund shipping costs for these priority orders.  


Undelivered orders

If you do not receive your order, please wait 3 days from the time a package is marked delivered to contact us for help at help@flutterhabit.com. Undelivered orders should be reported after 3 days, and before 15 days have passed.  

Late and Lost Orders

Shipping delays are beyond our control, as are delays due to weather, mishandling by the carrier, undeliverable addresses, or incorrect contact information for all shipments, including Priority and Express shipping options. Unfortunately, we are not able to provide refunds for delayed orders.

If you are concerned that your package may be lost, please contact help@flutterhabit.com within 7 days of the last scanned date. All issues must be resolved within 14 business days of original contact.

Damaged Orders and Missing Items

If your order arrives damaged or incomplete, please report the issue to help@flutterhabit.com within 3 days of delivery. Our team is unable to replace damaged and incomplete orders that are reported beyond this timeframe. 

Order Accuracy

We are unable to make changes to orders that have been processed. To ensure that your package is properly delivered, make sure that your address is entered correctly at checkout and includes all pertinent information, including the correct abbreviations, street numbers, and building or apartment numbers. We will not take responsibility (ex. refund or replace) for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase. We are also unable to combine orders and refund shipping if, for instance, you forget to order adhesive and would like to add it later.

Apple/Google Pay

Please take caution when using Apple/Google Pay, as we most frequently have issues with the stored address or email address associated with your Apple or Google Pay being inaccurate and automatically entered during checkout. Be sure to confirm all information is accurate before completing checkout, as it may not be able to be changed after the order has been placed.

Adhesive

Do NOT freeze this product. Freezing will render this adhesive and make it unusable. This product may freeze during shipping if you live in a cold climate. An adhesive that is frozen when delivered is unusable.

Application Guarantee

We are glad to offer free one-on-one Zoom consultations with our team of trained FlutterHabit Application experts! To schedule a consultation with our team, you can visit consultation.flutterhabit.com. If you don't see a time that works for you, be sure to check back often as new time openings are released every few days! 


Your application is guaranteed or your money back!* If after your 15-minute consultation with one of our Flutter Experts you still cannot apply our lashes confidently, we will refund your purchase of up to 1 adhesive and 1 box of lashes. The money-back guarantee applies to application issues, not style preferences. 

In addition, the guarantee does not cover longevity issues, as this comes with time and practice. You may schedule an additional consultation with our team to specifically address strengthening the hold of your lashes. 

All refund requests must be approved and initiated by the Flutter Expert with whom your consultation was facilitated. Our team will review the notes from your consultation before a refund is granted. If a refund is not granted while you are on your consultation, you may reach out to us no later than 5 days after your consultation to request one if the application is unsuccessful. If you have any questions, please contact us at help@flutterhabit.com and include the subject line “Consultation Follow-Up." We are always happy to help!

My order arrived and was crushed in transit

We are so sorry to hear that your order arrived in this condition and we are happy to help! We ask that damaged orders are reported to help@flutterhabit.com within 3 days of marked delivery. We cannot guarantee the outcome of anything reported beyond this timeframe. 

My lashes/adhesive are defective

All of our lashes have passed quality inspections performed by our inventory team. Our lashes are hand-cut, which gives them some variation and provides a more natural look. If you believe your items may have a defect, please email our team at help@flutterhabit.com within 3 days of marked delivery to report the issue. 

Adhesive can freeze in colder temperatures and expand in the tube in warmer temperatures or at higher altitudes. If you suspect your adhesive has been compromised, please reach out to our team within 3 days of marked delivery.

Help! My new lashes look darker than my old ones

We made updates to our packaging which included new white trays for our lashes. Since the switch to the white trays, the lashes appear darker against the white background due to a difference in the shadows when the light hits the carton. We can assure you that the style as a whole is still the same one you know and love and if you remove one segment from the tray and look at it against different backing, you will notice they are the same style. Keep in mind some slight variation is expected since the lashes are hand-cut.

Wholesale

Interested in selling FlutterHabit lashes?

Hi there! 

We are so glad that you're interested in our wholesale program! Whether you are in a salon, boutique, or another type of brick-and-mortar location we are confident that FlutterHabit will add the perfect touch to your store! 

FlutterHabit was created to make the confidence that comes with waking up in a great set of lashes affordable to everyone. Created as a hybrid between lash extensions and strip lashes, FlutterHabit's DIY extensions feature lightweight segments designed to be applied under your natural lashes. When lashes are paired with our Made For This adhesive customers can expect a natural, comfortable, long-lasting wear with a look that rivals even the best lash extensions.

We ask that any returns or exchanges on wholesale items be made within 90 days of order delivery.

Interested in more information? Email us at wholesale@flutterhabit.com and we are happy to help! 

To sign up for wholesale with FlutterHabit visit the link here.