FAQ
FAQ
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About member registration/login
Q: I have registered as a new member but have not received a confirmation email.
Please make sure to allow the domain marierushlash.com before registering.
However, since the confirmation email will only be sent once, if you do not receive it, please contact our customer center.
Q: I can't log in
If you use Internet Explorer or an older version of a browser, our online shop may not display correctly, you may not be able to log in, or you may not be able to place an order.
Please install the latest version of a browser such as Google Chrome or Firefox, or try it on your smartphone.
Q: I forgot my login information
Your login ID is your email address. If you forget your password, you can enter your email address and have your password reissued. Please try this on the login screen.
If you do not receive a password reissue email, please allow emails from support@marierushlash.com.
If you are unable to log in, you can have a temporary password issued by the customer center. Please contact us by phone, email, LINE@, etc.
Q: Can I change my name, address, phone number, or email address?
You can change it from My Page after logging in. Please note that your email address is your login ID, so if you change your email address, your login ID will also change.
Q: I have multiple accounts/I want to merge my accounts
Accounts and points cannot be combined. There are no system issues with multiple registrations, but if you wish to cancel your membership, please log in and complete the procedure from My Page.
About ordering
Q: I can't place an order.
If you use Internet Explorer or an older version of a browser, our online shop may not display correctly, you may not be able to log in, or you may not be able to place an order.
Please install the latest version of a browser such as Google Chrome or Firefox, or try it on your smartphone.
Q: Please tell me the delivery status.
For the delivery status of your order, please refer to the tracking number included in the email sent when the product is shipped. Orders placed before 3:00 p.m. on weekdays will be shipped on the same day. (Orders placed on weekends, holidays, or after 3:00 p.m. will be shipped on the next business day.)
Q: When can I use my points?
Points can be used for your next purchase. Points will expire if more than two years have passed since your last use.
Q: Regarding out-of-stock items
You can sign up to be notified when an item becomes available by visiting the out-of-stock product page.
If you register by entering your email address, you will automatically receive an email notification when the item arrives.
Please note that we cannot hold items for you or ship them as soon as they arrive.
Q: Please issue a receipt.
We provide a printed receipt free of charge with every order. If you have entered the company name/salon name, we will issue the receipt with the company name/salon name. If not, we will issue the receipt with your name. If you have a preferred name, please write it in the comments section.
If you would like a handwritten receipt, please select the option "Handwritten receipt" when placing your order. (Fee: 198 yen)
The disclaimer states "For the cost of extension products" and cannot be changed if the receipt is printed. If the receipt is handwritten, changes can be made, so please write it in the comments section.
Q: Can I change/cancel my order?
The possibility of changing or cancelling an order depends on the payment method. Please refer to the table below and contact our customer center. You cannot change or cancel your order yourself from My Page, etc.
・For cash on delivery, changes and cancellations can be accepted up until 3pm on the day of the order. (If the order is placed after 3pm, or on weekends or holidays, the order must be placed by 3pm on the following business day.)
・We cannot accept changes to credit cards. Cancellations can be made up to 3pm on the day of your order. (If you order after 3pm, or on weekends or holidays, you can cancel by 3pm on the following business day.)
・If you pay with PayPal, we cannot accept changes or cancellations.
Q: Can I change the payment method or shipping method?
We are very sorry, but we cannot change the payment method. You will need to cancel your order and place it again.
Q: Can I change the delivery date and time?
Changes can be made at the customer center until 3:00 p.m. on the day of your order. (If you place your order after 3:00 p.m., or on a weekend or public holiday, the change must be made by 3:00 p.m. on the following business day.)
If the item has already been shipped, you can contact the shipping company yourself to change the shipping address. Please refer to the shipping notification email for the tracking number.
Q: Can you ship it together?
Due to the system, we are unable to process your order together. If you contact us by 2:30pm, we can cancel your order. Please place the order again.
Q: I forgot to use my points.
We are very sorry, but we are unable to make any changes. You will need to cancel your order and place it again.
Q: I can’t complete my order.
If you use Internet Explorer or an older version of a browser, our online shop may not display correctly, you may not be able to log in, or you may not be able to place an order.
Please install the latest version of a browser such as Google Chrome or Firefox, or try it on your smartphone.
Please send it as soon as possible
The date and time you select on the order screen will be the earliest possible delivery date and time. Please note that we cannot deliver your order earlier than the date and time you select.
Q: The product sold out during the order process/the quantity was less than I wanted
The item is not kept when you add it to your cart.
If your cart contains an item that is out of stock compared to the quantity you added, the quantity you can purchase will be displayed when you proceed to checkout. Please change the quantity to your desired amount and proceed.
Returns, exchanges and delivery issues
Q: I want to return or exchange something
We do our best to manage shipping, but in the unlikely event that a defective product is mixed in with your order or an incorrect product is delivered (wrong quantity or product), please contact us within 7 business days of receiving the product.
If you wish to exchange an item for your own reasons, you will be responsible for the shipping costs. Please note that we may not be able to accept returns or exchanges for hygiene products, etc. Please refer to the terms and conditions for details.
Q: The product I received was damaged/the wrong product was delivered
We do our best to manage shipping, but in the unlikely event that a defective product is mixed in with your order or an incorrect product is delivered (wrong quantity or product), please contact us within 7 business days of receiving the product.
About the product
Q: Please tell me about the length and curl of the extensions.
The length and curl of the extensions may vary slightly depending on the brand. Please refer to our brand's extension size chart before purchasing. The length of our brand's extensions is 1-2 mm longer than other brands.
Q: What material are the extensions made of?
It is an artificial material called polybutylene terephthalate (PBT). It is also known as engineering plastics. PBT has excellent shape memory properties, and if processed with precise techniques, it is resistant to deformation over a long period of time and has excellent chemical resistance.
Q: There are many types of extensions, but what are the differences?
We carry sable, flat lashes and airy volume lashes.
Sable: Our most popular product, made with the finest extension materials and with strict quality control.
Flat lashes: These are specially shaped extensions that are flat and have a concave center. (Half the weight of sable lashes)
Airy Volume Lash: Ultra-fine lashes of 0.03 to 0.08 mm. (Same quality as Sable)
Q: What is the difference between marie rush-lash flat lashes and MARIE LASH JAPAN flat lashes (standard length standard)?
marie rush-lash flat lashes: These are the same size as all marie rush-lash extensions, and are 1 to 2 mm longer than other companies' extensions.
MARIE LASH JAPAN Flat lashes (standard length standard): Made to the same length and curl standards as other companies.
Curl and length standards vary by brand, so please refer to our brand's extension size chart.
https://jp.marierushlash.com/media/eyelash-extensions-chart-MLJ-JP.pdf
Q: How should I store my extensions?
Store in a cool, dark place, as sunlight, high temperatures, and high humidity can cause deterioration of the curl quality and adhesiveness of the tape. Try not to stock up on them, and use them as soon as possible, preferably within 6 months.
Q: Do you have samples of curl and length of extensions?
We only provide samples of extensions so that you can compare the hair quality.
https://jp.marierushlash.com/extensions-samplePlease refer to the extension size standard chart for curl and length. You can check the actual size by printing it on A4 paper.
https://jp.marierushlash.com/media/eyelash-extensions-chart-MLJ-JP.pdf
Q: Do you have samples of colored extensions?
Unfortunately, we do not have samples of colored extensions. Thank you for your understanding.
Q: What are the differences between the different types of glue?
We offer several types of glue with different viscosities and hardening speeds. There is no significant difference in the durability of the glue, so we recommend that you choose the glue that best suits your application method, speed, and environment. We are.
Butyl glue does not last as long as other glues (about 3 weeks), but it is less likely to cause allergies.
Q: How should I store the glue?
Before opening, store in a cosmetics refrigerator that can be set to around 12°C.
If you are unable to prepare a refrigerator for cosmetics, you can use a regular refrigerator, but please make sure that the temperature inside the refrigerator does not get too low. If the temperature is too low, condensation may form inside the glue container, causing the glue to deteriorate rapidly or lose its original properties.
When storing in the refrigerator, be sure to separate it from food. Glue containers allow even small amounts of air containing chemicals to pass through, which can pose a risk of compromising food safety.
After opening, to prevent deterioration due to moisture, place the glue container in an aluminum bag containing a desiccant, close the zipper, and store it upright in a cool place (18-23°C) away from direct sunlight. After use, wipe off any glue or dirt on the nozzle and cap, and close the cap securely.
Q: The glue doesn't stick well. What should I do?
Cyanoacrylate, the main component of glue, hardens by reacting with moisture. When it comes into contact with moisture, the molecules instantly bond together, polymerizing and hardening.
Suitable temperature for wearing: 25-28℃
Suitable humidity for wearing: 50-60%
Even within the same room, temperature and humidity can vary greatly depending on the season, time of day, location of the air conditioner, location of the windows, wind, etc., so we recommend that you prepare a thermometer and hygrometer for each wagon and check the temperatures.
New glue is runny because it has not been exposed to air. We recommend leaving it on the plate for about 15 minutes until it becomes suitable for attaching extensions before using it.
If the amount of glue remaining becomes low, it may become viscous, in which case please stop using it and replace it with new glue. (We recommend using new glue every month.)
Q: How much should I sell my merchandise for?
Although there is no specific price, most salons seem to sell the products at about 1.5 to 2 times the regular price. Some products have a suggested retail price, so please refer to the catalog.
Q: Do you have tweezers for volume lashes?
We recommend tweezers for volume lashes, each one individually inspected by our technicians.
Please see the page for extension products → Tweezers → Airy Volume Lash.
Q: Can you repair my tweezers?
[Tweezers eligible for repair] Japanese-made tweezers purchased at MARIE LASH JAPAN [Tweezer repair cost] ¥1,650/each (shipping fee not included)
[How to request tweezers repair]
・Please be sure to fill in your "postal code," "address," "phone number," and "payment method" before sending it to us.
[Payment method]
①Cash on delivery: Repair fee + shipping fee ¥690 + cash on delivery fee ¥330
② Advance payment (delivered by mail after repair for 184 yen): Transfer to the designated account ※1 ※2
*1 Please note that bank transfer fees will be borne by the customer.
*2 We cannot compensate for lost, stolen or damaged products.
[Estimated number of days required for repairs]
・We send out the product to the factory for repair twice a month, on the 1st and 15th. On weekends and holidays, the product will be sent out on the next business day (e.g. if it arrives on the 2nd, it will be sent out on the 15th).
・It will be returned to us approximately one month after being sent to the factory.
- Depending on the timing and the workload at the factory, it may take more than a month for your product to arrive, so please send it in for repair as soon as possible.
・Please note that we cannot accept requests for delivery on certain dates.
Tweezer destination:
Kunii Co., Ltd. MARIE LASH JAPAN Product Department Tweezer Repair Department 〒112-0003
2-22-5-319 Kasuga, Bunkyo-ku, Tokyo
TEL: 03-6905-6910 FAX: 03-5801-0912
others
Q: Can I order original products for my salon? (OEM products)
As an OEM (original equipment manufacturer), you can purchase original products with your company logo, etc. Since we only handle large quantities, please contact us by email for details such as the quantity of the product you would like to OEM.
Q: Do you have a physical store?
Unfortunately, we do not have a physical store. Please take advantage of opportunities such as exhibitions where you can see the actual products.
Q: Are there any discounts for bulk orders?
Unfortunately, we do not offer discounts for bulk orders.
All our products are available at wholesale prices, with multiple discounts on some items.
We are offering a new opening discount for orders over 100,000 yen (tax included).
For details, please refer to the terms and conditions and contact us.