FAQ

What payment methods do you accept?

We accept American Express, Apple Pay, Google Pay, PayPal, Klarna, Visa, Mastercard, Swish, Trustly, Mondido, and Qliro.

How long does it take to receive my refund?

Refunds are processed as soon as we receive and inspect your returned items. This typically takes about 2–3 weeks from the date you send the return.

My payment was successful, but I didn’t receive an order confirmation. What should I do?

Please check your spam or junk folder. If you still can’t find the confirmation, contact us here and we will assist you promptly.

How long will it take for my order to be delivered?

Sweden:
Standard delivery via Postnord Ombud: Free shipping on orders over 900 SEK, otherwise 39 SEK. Delivery takes 1–3 business days.
Home delivery via Postnord Hemleverans: 79 SEK, delivery in 1–2 business days.
BudBee home delivery: Free shipping on orders over 900 SEK, otherwise 39 SEK. Delivery in 2–3 business days.

Within the EU:
Standard delivery via DHL Economy Select: Free shipping on orders over €90, otherwise €4. Delivery in 3–5 business days.
Express delivery via DHL Express: €10. Delivery in 1–2 business days.

Can I choose express delivery?

Yes, express delivery is available at checkout.

Can I track my package?

Yes. Once your order leaves our warehouse, you will receive an email with a tracking link to follow your package.

I have received my order but a product is missing. What should I do?

Please contact our customer service team here, and we will assist you.

What happens if I don’t collect my package?

If your package is not collected within the specified time, a fee of 79 SEK will be charged to cover shipping, return, and handling costs.

My order has not arrived. What should I do?

Check the tracking link provided in your shipping confirmation email. If you cannot locate your package via the tracking, please contact us here for assistance.

It says my order has been delivered, but I have not received it.

Try refreshing the tracking link, as it may be updated a few days before delivery. If you still don’t receive your package, please contact us here.

How do I return an item?

Contact us here, and we will provide a return form and guide you through the process.

Who is responsible for return shipping costs?

Return shipping fees depend on your location:
- Sweden: 79 SEK
- Outside the EU: €15
- United Kingdom: £20
- USA: $20
If your return is due to a complaint or you received the wrong item, return shipping is free.

Can I return a product without the original packaging?

The right of return applies to all items except cosmetics with broken seals and custom-made products created according to your unique specifications.

How do electronic gift cards work?

You will receive your electronic gift card by email immediately after purchase.

How long is the gift card valid?

Gift cards are valid for 24 months from the date of issue.

Are your products vegan?

Yes, our products are vegan.

Are your products cruelty-free?

Yes, we do not test on animals.

What certifications do your products have?

Our products are free from prostaglandin analogues, vegan, and cruelty-free.

How do I care for mulberry silk products?

Please follow our detailed care guide for silk products here.

My eyelash activating serum smells unusual. Is this normal?

Yes. The natural scent comes from our serum’s pure ingredients, without added fragrances or perfumes. It is designed to be gentle and non-irritating to the delicate skin around your eyes.

Is the serum suitable for all eye and lash types?

Our serum is formulated to be gentle, free from prostaglandin analogues, dermatologically tested for sensitive skin, vegan, and cruelty-free. However, skin sensitivity varies, and we cannot guarantee the product works for everyone.

Can the serum cause loss of fat under the eyes?

No. Our serum contains no prostaglandin analogues and is designed to nourish lashes without causing fat loss or sunken eyes.

Is the serum safe to use during pregnancy?

Yes. It contains only natural ingredients and no harmful substances.

How do I remove Lenoites® Eyelash Activating Serum Mascara?

Our mascara removes uniquely with warm water and gentle pressure:
1. Wet hands and lashes with warm water.
2. Gently massage lashes to loosen mascara, which will come off in small “tubes.”
3. Rinse thoroughly until all residue is gone.
4. Pat dry with a soft towel or cotton pad.

Is the mascara waterproof?

Our mascara is water-resistant (resists sweat, tears, and moisture) but not waterproof. This makes it easier to remove and healthier for daily use.

Can I become a retailer of your products?

We’re excited to hear from you! Please contact us here to discuss retail opportunities.

I have a collaboration or PR proposal. Whom should I contact?

Please reach out to us at press@lenoites.com