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FAQ

Frequently Asked Questions


COVID-19 Shipping Updates

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.

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 can't access my account on your site?

Note: As of October 2, 2019 we have launched a new website. Accounts created prior to October 3, 2019 will be no longer accessible on our new site. You will need to create a new account. Should you need additional information or have concerns please contact our Customer Service Department at 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

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 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

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.

International orders: please refer to your order confirmation and shipping confirmation emails for information on your order and order status. International orders are shipped by our partner Glopal. To contact Glopal customer service, please email support@glopal.com 

I never received my order, what do I do?

US Domestic orders: 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 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

International orders: please refer to your order confirmation and shipping confirmation emails for information on your order and order status to include shipment tracking information. International orders are shipped by our partner Glopal. To contact Glopal customer service, please email support@glopal.com

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 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

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 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

Do you ship internationally?

Currently, we ship to the following countries: Albania, Argentina, Australia, Austria, Bahamas, Bahrain, Barbados, Belgium,, Bermuda, Brazil, Bulgaria, Cayman Islands, Czech Republic, Chile, China, Columbia, Croatia, Cyrus, Denmark, Ecuador, Finland, France, Georgia, Germany, Greece, Guatemala, Hungary, Hong Kong, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Lithuania, Luxembourg, Macedonia, Malaysia, Malta, Mexico, Montenegro, Morocco, Netherlands, New Zealand, Norway, Panama, Peru, Poland, Portugal, Romania, Russia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Ukraine, United Kingdom, Vietnam. More countries may be added in the near future. Sorry, but due to regulations, we do not ship to Canada at this time.

International orders are shipped from the United States and all customers (from the countries listed above) are required to pay their own respective duties, shipping charges, and VAT and/or taxes at time of delivery. International orders are final sale and cannot be exchanged or returned. Discount codes or free shipping offers do not apply to international orders. Shipping rates are determined by location and by method of shipping service offered. A shipping and handling charge of $3.96 will be accessed on all International orders. If a return or credit is accessed on an International order, it will be subjected to the currency rate at the time of the return or credit, which may differ from the amount originally processed.

 

How do I place an International order?

You will be prompted when visiting the site as to if you would like the site to display in your local language and currency. Add items to cart as usual, accept our Terms of Use and click on the checkout button. If you chose to view our site in your local language/currency, your order will be displayed in your select regional currency.

International shipping charges are dynamic and are based on the best rates we currency have available for your order. This may change each time you order based on market rates. A flat rate of $3.96 per order will be charged for shipping and handling. Customers are responsible for all any applicable duties and taxes imposed by the Customers and Revenue authorities in your designated country.

Should you require further assistance, please contact us at customerservice@grandecosmetics.com

How much does shipping cost?

Domestic GrandeCosmetics.com retail orders:
Standard Ground Shipping (mainly shipped via USPS): $3.95

Standard Ground Shipping on orders $50+ (mainly shipped via USPS): FREE
NOT AVAILABLE AT THIS TIME DUE TO COVID-19: Expedited Shipping 1-2 business days (mainly shipped via UPS): $29.95

International GrandeCosmetics.com retail orders:

International shipping charges are dynamic and are based on market rates currently available for shipping at the time of your order and are also dependent on your shipping destination. We may offer or not offer express shipping methods dependent on your shipping location. Fees for shipping may change each time you order based on market rates. A flat rate of $3.96 per order will be charged for shipping and handling. Customers are responsible for all any applicable duties and taxes imposed by the Customers and Revenue authorities in your designated country.

For Grande Cosmetics wholesale orders:
Standard Shipping: $12.95
NOT AVAILABLE AT THIS TIME DUE TO COVID-19: Expedited Shipping 1-2 Business Days: $49.95 Excludes: AZ, CA, CO, NV, NM, OR, UT, and WA.
International Shipping: Additional Duties and Fees may be applied at delivery: $24.95

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.

 

Note: As of October 2, 2019 we have launched a new website. Accounts created prior to October 3, 2019 will be no longer accessible on our new site. You will need to create a new account. Should you need additional information or have concerns please contact our Customer Service Department at 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

What is your return & exchange policy?

US Domestic Orders: 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 un opened items are also accepted up to 90 days of delivery.

International Orders: Sorry, but we do not accept International returns, exchanges nor do we honor our 90 Day Guarantee on International orders at this time. Should you require additional assistance, please contact customerservice@grandecosmetics.com

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.

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. Expedited orders placed prior to 2pm EST are processed and shipped the same day. Orders received after 2pm EST 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.

NOTE: INTERNATIONAL ORDER SHIPMENT TIMES VARY BY DESTINATION. MOST ORDERS TAKE 5-7 DAYS TO SHIP FROM THE US TO THE INTERNATIONAL DESTINAITON. IF YOU HAVE QUESTIONS REGARDING YOUR ORDER STATUS, PLEASE REFER TO YOUR ORDER & SHIPPING CONFIRMATION OR CONTACT OUR INTERNATIONAL SHIPPING PARTNER GLOPAL AT SUPPORT@GLOPAL.COM

Should you need additional information or have concerns please contact our Customer Service Department at 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

What payments do you accept?

We accept all major credit cards (Visa, Master Card, American Express, and Discover). We also accept Paypal and Afterpay. Payment Options are available at checkout, please note that all pricing is in USD. Please note we do not ship to third party couriers or hotels.

International orders; When placing an international order, your localized available currency and payment method, to include Paypal when applicable, at the market exchange rate will appear with product selections at the time of your order. Your International order is guaranteed at the exchange rate set when your order is placed. Foreign exchange rates are determined by our partner Glopal and are based on interbank rates of exchange. This includes shipping charges and any applicable taxes. We can not adjust your order currency amount or rate once you complete your order.  

Do you charge sales tax?

Sales tax is only required if you are located in the state of New York, Connecticut and New Jersey.

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

Return credits usually take 7-10 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, you will need to contact Afterpay directly with regards to refunds on your installments.

International orders; Note, we do not accept returns, exchanges or honor our 90 Day Guarantee on any International orders.

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, discounts 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 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

I have another question, how do I contact you?

Should you need additional information or have concerns please contact our Customer Service Department at 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday, excluding Holidays.

International orders; please contact support@glopal.com regarding your order. Should they not respond, or you require further assistance, please email the Grande Customer Service team direct at customerservice@grandecosmetics.com

 

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 to us for a refund. Feel free to email our customer service department at customerservice@grandecosmetics.com  or call 877-835-3010 (9am-5pm EST M-F, excluding holidays) if you’d like to return your order.

What is the GrandeREWARDS program? 

GrandeREWARDS is our rewards program where you earn points for any Grande Cosmetics purchases on GrandeCosmetics.com. Points can later be redeemed for dollars off your purchase or may be used towards specified products at GrandeCosmetics.com. There are three levels, and as you advance to a higher level, you unlock access to more rewards! View program Terms & Conditions here

How do I join GrandeREWARDS?  Does it cost anything? 

It’s free to join GrandeREWARDS. Simply create an account here (or sign in if you already have one). Be sure to sign in whenever you make a purchase in order to receive your points! (Sorry, we can’t offer points for purchases made if you check out as a guest).

Can I use my GrandeREWARDS points with other promotions and discounts?  

Reward codes are non-combinable and are one-time use only. You can use up to $20 in rewards per order. Please view our program chart here which explains the levels of the program. You can read the full program terms and conditions here.  

How do I accumulate GrandeREWARDS points?  

You earn one point for every dollar you spend on GrandeCosmetics.com. When you reach Enthusiast level status you will earn 1.25 points for every dollar you spend at GrandeCosmetics.com and with our VIP level, you will earn 1.5 points for every dollar you spend. You must be signed into your account in order to earn points on your purchase. (Sorry, we can’t offer points for purchases made if you check out as a guest and we don’t offer points for purchases made at retailers that sells Grande Cosmetics. GrandeREWARDS available at GrandeCosmetics.com only).

Where can I find out how many GrandeREWARD points I have?  

Your point balance is accessible within your account, under My Rewards. To register for an account or view your rewards, click here.

How do I redeem GrandeREWARD points?

To redeem points, sign in and go to your account page. Once there, click on GrandeREWARDS. Redeem points by clicking on the Redeem tab. You can use up to $20 in rewards per order. To access your Grande account, click here
 
Please note that before adding the rewards redemption code, the products in your cart must be equal or greater than your redemption amount. If your order total is less, you will forfeit the remaining rewards redemption difference.

Do my GrandeREWARDS points expire? 

If you have been inactive/not purchased for the past 24 months (i.e. no earning or spending of points), then your points balance may be set back to zero and your tier level downgraded. Make sure you spend and earn points within 24 months to retain your balance and tier status. View program terms and conditions here

Can I earn points for my Grande Cosmetics purchases made at a retail store? 

Sorry, no, you cannot earn GrandeREWARDS points for Grande Cosmetics purchases made thru retailers. The GrandeREWARDS program is available online only at GrandeCosmetics.com.

What are the different levels of the GrandeREWARDS program and what do they mean?

You may find program details via this link: GrandeREWARDs program