Questions

Everything below is answered plainly. If what you need is not here, write to us at shcommerce@outlook.com and a person will answer within one business day.

The serum

What is in the bottle?

3 ml of aloura Lash Serum: a peptide complex, biotin, panthenol and hyaluronic acid in a light, water-based base. It contains no prostaglandins, no parabens, no sulfates and no synthetic dye. It is vegan and not tested on animals. The full ingredient list is printed on the carton and on the product page.

How do I use it?

Once a day, in the evening, on a clean and dry lash line. Remove all make-up and oil first. Draw one thin line along the upper lash line, the way you would draw eyeliner, only narrower. Do not rinse it off. It absorbs overnight.

How long does one bottle last?

Used once a day as intended, 3 ml lasts around twelve weeks. That is one full course.

How soon will I see something?

Lashes grow on their own cycle and that cycle takes weeks, not days. Expect to use the serum consistently for several weeks before judging it. We would rather say that plainly than promise you a number we cannot stand behind.

Can I use it on my brows?

The serum is formulated and tested for the upper lash line. We do not make any claim about brows and we do not have data for that use.

Can I use it with lash extensions or after a lift?

The serum is made with recovering lashes in mind, which is the state lashes are usually in after extensions or a lift. If you currently wear extensions, ask the technician who applied them first — some adhesives do not agree with an oil-free serum being applied at the lash line.

Is it safe if I wear contact lenses?

Apply it with the lenses out, in the evening, and let it absorb. If any product reaches the eye itself, rinse with water.

Can I use it while pregnant or breastfeeding?

We do not have data for use during pregnancy or breastfeeding, so we do not recommend it. Ask your doctor or midwife if you want to.

What if my eyes react to it?

Do a patch test on the inside of your forearm before the first use. If you get redness, burning or any irritation, stop using it. If it does not settle, see a doctor or a pharmacist. If you want to send the bottle back after a reaction, write to us — you have 60 days and we will refund it whether or not the bottle is opened.

How do I store it?

Upright, at room temperature, out of direct sunlight, with the cap closed. Keep it out of reach of children. Do not share the applicator with anyone.

Ordering and delivery

Do I need an account?

No. You can order as a guest. An account is optional and only makes it easier to look up past orders.

When is my order sent?

Orders placed on a business day are dispatched within one business day. Orders placed at a weekend or on a German public holiday go out on the next business day.

What does delivery cost and how long does it take?

Within Germany, standard delivery is €5.99 and is free on orders of €55 or more. Express is €9.99. Standard delivery takes 2 to 4 business days after dispatch. Everything is set out on shipping and returns.

Which countries do you deliver to?

At the moment we sell to customers in Germany. Rates for the EU and for a list of non-EU destinations are already set up and will open once our cross-border VAT registration is in place.

Where is my parcel?

Once we mark an order as dispatched, the tracking number goes out to you by email. See track your order for what to do if nothing has moved.

Can I change or cancel an order?

Write to us as soon as you can. If the parcel has not been handed to the carrier we can usually still stop it or change the address. Once it has left us we cannot, and the return route is the way to undo the order.

Payment, returns and money

How can I pay?

The payment methods available to you are shown at checkout before you commit to the order, and the ones we accept are listed at the foot of every page. Prices include VAT. Delivery is charged on top and is shown before you pay.

When am I charged?

When you place the order. Nothing is taken before you press the button that says the order is placed.

Can I send it back?

Yes, twice over. You have the statutory 14-day right of withdrawal, set out in full on right of withdrawal. On top of that we take back an opened bottle for 60 days from delivery and refund it. Both routes are described on shipping and returns.

How long does a refund take?

We refund within 14 days of the goods reaching us, to the payment method you used for the order. How quickly it appears on your statement after that is up to your bank or card issuer.

The bottle arrived broken.

Send us a photograph at shcommerce@outlook.com with your order number. We will sort it out without asking you to post the broken bottle back first.