FREQUENTLY ASKED QUESTIONS
Check out our FAQs for quick answers to your most common questions!
GENERAL
Where can I shop élan in person?
Yes! You can shop élan in person at our five retail locations across Northern California, Southern California, Arizona, Nevada, and Texas.
Store Locations
- NorCal: 909 Story Road, Unit 135, San Jose, CA 95112
- SoCal: 18663 Brookhurst St, Fountain Valley, CA 92708
- Arizona: 15811 N. Frank Lloyd Wright Blvd, Suite 110, Scottsdale, AZ 85260
- Nevada: 197 N. Pecos Rd, Henderson, NV 89074
- Texas: 1644 Irving Blvd, Dallas, TX 75207
Store Hours
Monday–Friday: 10:00 AM–6:00 PM
Saturday–Sunday: 11:00 AM–5:00 PM
Holiday hours may vary. Please check our website or social media for updates before visiting during a holiday.
For more information, visit our NorCal, SoCal, Arizona, Nevada, or Texas store pages.
Do I need a professional license to purchase lash supplies?
No! You do not need a professional license to purchase from élan.
However, our lash products are designed for professional use, so we recommend that anyone using them have the proper skills and experience to work with them safely and responsibly.
Licensing requirements for performing lash services vary by state. If you plan to offer lash services professionally, be sure to check your local licensing and regulatory requirements before getting started.
Are your lash products vegan and cruelty-free?
Yes! All of our lash products are vegan and cruelty-free.
Do you offer wholesale or bulk pricing?
Yes! We offer a wholesale program for lash artists, beauty schools, and businesses.
Whether you’re restocking your studio, supplying a classroom, or growing your business, our wholesale program makes it easy to get the products you need at great value.
Will sold-out products be restocked?
Yes! We do restock sold-out products, but restock timing varies depending on the item. Popular products may be restocked sooner, while collaborations and limited-edition products may not be restocked once they sell out.
The best way to stay up to date is to sign up for product notifications and follow us on social media for restock announcements.
How can I work with élan?
Absolutely! We offer several ways to work with and stay connected to élan, including our Ambassador and Affiliate programs, as well as our PR list for news, product launches, and special opportunities.
Whether you’re a professional lash artist, beauty school, or simply love élan, there may be an opportunity for you to get involved.
Follow us on social media for the latest program updates and new opportunities!
Are your lash products tested for safety and quality?
Yes! We carefully test our lash products to help ensure they meet our quality and safety standards. We’re committed to providing professional-quality products that you can feel confident using in your business.
Do you carry lash supplies for different skill levels?
Yes! We offer lash supplies for a range of experience levels, from beginners just starting out to seasoned professionals.
Whether you’re learning the basics or refining your techniques, you’ll find a variety of tools and supplies to support your lash journey.
ORDERS & RETURNS
How long does shipping take?
Orders take 1–3 business days to process before they ship. This processing time applies even after a shipping label has been created.
Once your order ships, you’ll receive an email with your tracking information. If you entered an incorrect email address and did not receive your tracking information, please submit a Wrong Email Address form through our Customer Support page.
U.S. ORDERS
- Standard Shipping: 3–5 business days
- Priority Shipping: 2–3 business days
CANADA ORDERS
- USPS Standard: 6–10 business days
- DHL Express: 2–5 business days
INTERNATIONAL ORDERS
- USPS Standard: 6–21 business days
- DHL Express: 2–8 business days
Please note: Shipping times refer to transit time only and do not include our 1–3 business day processing window. Priority shipping does not bypass processing time.
Orders placed on Friday will begin processing on the following Monday, as our team is off on weekends.
Orders placed during sales and holidays may require additional processing time due to increased order volume.
Thank you for your patience and support!
What is your return and exchange policy?
We’re sorry to hear that you weren’t completely satisfied with your purchase! We’re happy to help with eligible returns and exchanges.
Return & Exchange Guidelines:
- Returns and exchanges are accepted within 30 days of purchase.
- Eligible items must be unopened and unused.
- Tweezers may be returned after first use.
- Returns are issued as store credit only. We do not offer refunds to the original form of payment.
- Liquid products and sale items are final sale and are not eligible for return or exchange.
- Return shipping costs are currently the customer’s responsibility. We do not offer free returns at this time.
To start your return or exchange, please visit our Returns Portal.
Thank you for understanding and for supporting élan!
Can I change my order after placing it?
Need to make a change to your order or update your email or shipping address? You have a 1-hour window after placing your order to make updates.
You’ll find the order update link in your order confirmation email. Once your order begins processing, we’re unable to make any changes.
How do I cancel my order?
Need to cancel your order? You have a 1-hour window after placing your order to submit a cancellation request.
You’ll find the order update link in your order confirmation email. Once your order begins processing, we’re unable to cancel or make changes to the order.
What is Route?
Route is a package protection service that helps protect your order against issues such as loss, theft, or damage during transit.
When you add Route package protection at checkout, you can also use Route’s tracking tools to monitor your package and receive real-time delivery updates.
If you choose not to add Route Protection to your order, élan is not responsible for packages that are lost, stolen, or damaged after shipment.
What happens if my package is returned due to an incorrect or incomplete address?
If your package is being held by the carrier, we recommend contacting your local USPS location to see if it can still be picked up or delivered.
If the package cannot be recovered, please contact us at support@elanbeaute.com.
Once we receive the returned package, we can reship your order and provide you with a new tracking number. Customers are responsible for the shipping costs to resend the package.
If you choose not to have the order reshipped, we can issue a refund for the product(s) only. Original shipping fees are non-refundable.
What if I entered the wrong shipping address?
Please double-check your shipping address before completing your order. Orders are shipped to the address provided at checkout, so we recommend reviewing your information carefully before placing your order.
If a package is delivered to the wrong address because an incorrect or incomplete shipping address was provided by the customer, élan is not responsible for the resulting lost, stolen, or misdelivered package. In these cases, we are unable to issue a refund or replacement.
If you notice an error in your shipping address after placing your order, please refer to our order changes FAQ for information on how to update it within the available time frame.
What should I do if my package arrives damaged?
If you added Route Package Protection at checkout, you can file a claim directly with Route for damaged products. Depending on the claim, Route may provide a replacement or reimbursement.
For damaged-package claims, photos of the damaged product and packaging are required, and claims must be submitted within 15 days of delivery.
My package says it was delivered, but I didn't receive it. What should I do?
If you added Route Package Protection at checkout, you can file a claim directly with Route for a package that is lost or stolen. Depending on the claim, Route may provide a replacement or reimbursement.
For packages marked as “delivered” but not received, claims can be submitted no earlier than 5 days after the delivery date and no later than 15 days after the delivery date. This allows time to confirm that the package was not misdelivered or left somewhere nearby.
Do you offer price adjustments?
Unfortunately, we do not currently offer price adjustments if an item goes on sale after your purchase.
Are processing times longer during the holidays?
Yes. During the holiday season, our order processing time is extended to 10–14 business days due to increased order volume.
We recommend placing your order as early as possible if you need it by a specific holiday or date. Please keep in mind that the 10–14 business day processing time is separate from shipping transit time.
Thank you for your patience and support during the holiday season!
LASH EXTENSIONS
Can lash extensions damage your natural lashes?
When applied correctly by a properly trained lash artist, lash extensions should not damage your natural lashes. Proper application means attaching each extension or fan to one natural lash at a time, using an appropriate length and weight based on the health and strength of the natural lashes.
If an extension or fan is attached to multiple natural lashes, it can cause pulling, discomfort, or unnecessary stress on the natural lashes, especially because natural lashes grow and shed at different rates.
It’s also completely normal to see a lash extension fall out with a natural lash attached. Natural lashes go through a continuous growth and shedding cycle, and losing a few lashes each day is normal. When a natural lash reaches the end of its cycle, it naturally sheds and is eventually replaced by a new lash.
Seeing a few natural lashes shed each day is normal and does not necessarily mean your extensions are causing damage.
Which lash extensions look the most natural?
If you’re looking for a natural-looking lash set, a Classic set is a great option. Classic sets use a 1:1 application, meaning one extension is applied to one natural lash. The result is similar to the look of your natural lashes with mascara- just longer and more defined.
Classic sets are especially popular with first-time clients because they offer a simple, polished look without the fullness of a Volume set.
When it comes to curl, C curl is one of the more subtle options. Its softer, more relaxed curl works especially well for natural lashes that grow straight or slightly downward, helping to open up the eyes without creating an overly dramatic look.
C curl can complement many eye shapes, but may not be the best choice for natural lashes that grow significantly downward.
What are the benefits of lash extensions?
Lash extensions can simplify your beauty routine by giving your lashes length, curl, and definition without the need for mascara, lash curlers, or strip lashes. You can spend less time getting ready while still enjoying a polished, eye-enhancing look.
A full set can last up to 4 weeks, depending on your natural lash growth and shedding cycle. For the best appearance and to maintain your set, we recommend scheduling a fill every 2–3 weeks.
As your natural lashes naturally shed, some extensions will fall out with them, which can create gaps. Regular fills replace those extensions and remove any outgrown extensions that may be putting unnecessary weight or tension on your natural lashes.
How should I care for my lash extensions between fills?
To keep your lash extensions clean, comfortable, and looking their best, we recommend scheduling a fill every 2–3 weeks and following these care tips:
- Clean your lashes twice a day, morning and night, to remove dirt, makeup, and buildup. Keeping your lashes clean can also help reduce the risk of irritation and other issues.
- Brush your lashes daily with a clean spoolie to keep them fluffy, separated, and free from tangles.
- Avoid excessive heat that may affect the curl or appearance of your extensions.
- Be mindful of oil-based skincare and makeup products around the eye area, as they may affect lash retention. Avoid applying these products directly to your extensions.
With consistent aftercare, you can help maintain your extensions and keep your set looking fresh between fills.
Can crying make lash extensions fall out?
No, crying alone should not cause your lash extensions to fall out. However, excessive rubbing or touching your eyes while crying can affect your extensions and may cause premature shedding.
If you do cry, gently rinse or cleanse your lashes afterward to remove any salt and residue, then pat them dry with a clean, soft towel. Avoid rubbing or pulling on your extensions.
Regularly cleaning your lashes and following proper aftercare will help keep your extensions looking their best and maintain retention between fills.
What is your best-selling lash tray?
Our Cashmere Mink lash tray is our best seller!
Known for its ultra-soft feel, smooth fanning, and deep matte finish, Cashmere Mink creates a bold, dark look with an eyeliner-like effect.
If your clients love rich, defined lashes with a soft, luxurious finish, Cashmere Mink is a great choice.
What is the difference between your lash lines?
Each élan lash line has its own unique finish, curl, weight, and styling characteristics. Here’s a quick guide to help you find the right one for your technique and the look you want to create:
- Soft Silk – Our original lash tray and a great option for beginners. This is the only collection available in .02. While our trays generally hold a tighter curl than other brands, Soft Silk holds the tightest curl of all our collections.
- Velvet Mink – Our softest lash tray, designed to work well with all fanning methods. It’s ideal for creating fluffy Mega sets, closed fans, and soft wet or wispy looks. Velvet Mink is also available in an Easy Fan version.
- Cashmere Mink – Our best-selling lash tray and the least curly of our collections. It creates a dark, rich, matte finish that’s ideal for achieving an eyeliner-like effect.
- Royal Mink – Our lightest-weight lash line, with a super-feathery feel and dark, matte finish. This is the only collection available in .01 and .04.
- Matte Mink – Our darkest and most matte lash line, designed for an ultra-dark, matte finish. Matte Mink has a looser curl and a less sticky adhesive strip.
- Signature Mink – Designed for precision, speed, and style. These lashes help create sets that are bold, dark, and fluffy, while the pink adhesive strip makes lashing quick and easy.
What are Easy Fan lashes?
Easy Fan lashes are a type of lash tray designed to make fanning quicker and easier. They feature a thin layer of adhesive along the base of the lash strip, which helps keep the lash bases together as you fan.
Unlike traditional lash trays, where the bases can separate or become loose during fanning, Easy Fan lashes help maintain the shape of the fan, making them easier to work with and ideal for creating fans more efficiently.
Are your lash trays cruelty-free?
Yes! All of our lash trays are vegan and cruelty-free.
Where can I learn more about lash extensions?
We’ve got you! Whether you’re just getting started or looking for a refresher, we offer resources to help you learn and grow your lash skills.
Free Lash Course
Our free course covers the fundamentals of lash extension application, including basic techniques and essential skills to help you get started. You can find it under our Training tab or take the course here →
Lash Blog
Looking for more specific topics, expert tips, tricks, or lash inspiration? Check out our Lash Blog → for helpful content to support your lash journey.
PRODUCTS
Do you carry products for sensitive eyes?
Yes! We offer several products designed with sensitive clients in mind, including:
- Sensitive Glue
- Sensitive Tape
- Sensitive Shampoo
These options can be helpful when working with clients who may be more sensitive around the eye area.
What is the difference between your gel and cream removers?
Both our Gel and Cream Removers are designed to remove lash extensions in approximately 10 minutes. The main difference is their consistency and application.
- Cream Remover – Thicker in consistency, making it easier to control and apply precisely around the eye area.
- Gel Remover – Thinner and more fluid, so it may require a little more care during application to prevent it from spreading.
Both options are effective for lash extension removal, so the best choice comes down to your preferred consistency and application style.
What is the difference between your foaming and gel shampoos?
Both are designed to cleanse the lashes and eye area, but they have different textures and are best suited for different uses.
- Foaming Shampoo – Our most traditional lash shampoo, with a light, foamy consistency that makes it ideal for everyday lash cleansing and aftercare.
- Gel Shampoo – A gentle, moisturizing cleanser that can be used to clean both the lashes and the surrounding eye area. Its gel consistency makes it especially useful for removing heavier makeup or residue from the lashes, prepping clients who have little to no natural lashes, or giving the eye area a thorough cleanse.Gel Shampoo is also great for a lash bath after removal, helping clean away any remaining white residue that may appear following shock polymerization.
Both are great options—the best choice depends on your client’s needs and your preferred cleansing method.
What is the difference between your shampoo and concentrates?
The main difference is how they’re prepared and used:
- Shampoos – Ready to use straight from the bottle, making them convenient for cleansing lashes and the eye area.
- Concentrates – A concentrated formula that must be diluted with water before use. They’re a great option for lash artists who want to create their own lash shampoo bottles to offer to clients.
What are your best-selling tweezers?
Our 90° Collection is one of our best-selling tweezer collections, featuring the E03, E08, and E10.
Our Gem Collection Nano Grip line is another customer favorite. Also known as “fiber tip” tweezers, Nano Grip tweezers feature built-in grooves along the inside of the tweezer tips to help you pick up lashes with ease.
The textured grip helps minimize stray lashes and gives you a sweet spot throughout the tip, making them a game changer for precise, efficient lashing.
Which tweezers are best for beginners?
If you’re just getting started, we recommend tweezers that are easy to control and comfortable to work with.
Pickup Tweezers
- E01 – From our 45° Angle Tip Collection, the shorter tip makes it easy for beginners to handle.
- E03 – From our 90° Angle Tip Collection, the shorter tip provides easy control and precision.
Isolation Tweezers
- Straight Isolation Tweezers – A great beginner-friendly option for straightforward, easy isolation.
- E06 – Our Curved Isolation Tweezer has a bit of a learning curve, but once you get comfortable with it, it can be a game changer for your lash kit!
Which adhesive is right for me?
The best adhesive for you depends on your experience level and lashing speed.
- Hot Babe – Recommended for advanced lash artists. This is our strongest, fast-drying adhesive, with a 0.5–1 second drying time. It performs best in environments with a temperature of 60–74°F and humidity of 45–65%. Shop Hot Babe →
- Cool Babe – Recommended for beginner lash artists. With a slower 1–2 second drying time, Cool Babe gives you more time to work with the adhesive while you build your technique. It performs best in the same 60–74°F temperature and 45–65% humidity range. Shop Cool Babe →
If you’re new to lashing or still working on your speed, Cool Babe may be easier to work with. More experienced artists who lash quickly may prefer the faster dry time of Hot Babe.
What is the difference between your Boss Babe and Super Girl adhesive collections?
Boss Babe is our original adhesive collection, while Super Girl was created as a more affordable alternative.
The formulas across both collections are very similar, with the main differences being dry time, color, and environmental range.
- Boss Babe – Our original line of adhesives, with a variety of formulas designed around different dry times and colors.
- Super Girl – Our more budget-friendly adhesive collection, with formulas that offer a slightly wider range of temperature and humidity conditions.
Both collections feature our signature thin-viscosity formulas, making them easy to work with for lash artists who prefer a thinner adhesive.
What is the shelf life for your adhesives?
The shelf life of our adhesives depends on whether they are unopened or opened, as well as how they are stored.
- Unopened adhesives: Up to 3–6 months
- Opened adhesives: Approximately 4–8 weeks
Please note: Adhesive shelf life can vary depending on storage conditions. Proper storage is important for maintaining the quality and performance of your adhesive.
What are the signs that my adhesive is no longer good?
If your adhesive shows any of the following signs, it may be past its usable life:
- Gray appearance
- Separation that remains after shaking
- Stringy consistency immediately upon application
- Completely hardened adhesive that cannot be dispensed from the bottle
If you notice any of these signs with your élan adhesive, please contact our Customer Support team → and we’ll be happy to help!
Can’t find the answer you’re looking for? Send us a message! Our Customer Support team is always happy to help 💖