Customer account
Your order, from confirmation to pickup or delivery.
Everything that happens after your order is managed from your customer account: tracking, addresses, order history, one-click reorder and return requests. No password needed: a code sent by email is enough.
1
I order
Instant confirmation email, with the summary and a link to the order status.
2
I track
Packed within 1 to 2 working days. When it ships, you receive an email with the tracking number.
3
I receive or pick up
Home delivery, or an “order ready” email for free pickup at the Débo Beauty salon in Geneva.
My customer account
Password-free login
Click the account icon at the top right and enter your email: you receive a 6-digit code. No password to remember. You can also continue with Shop.
My orders
Full history, real-time status (confirmed, being prepared, shipped, ready for pickup, delivered) and the details of each order.
Delivery tracking
The tracking number and carrier link appear in the order as soon as it ships, and in the “Your order is on its way” email.
Buy again
From a past order, the “Buy again” button puts the same products, curls and lengths back in your cart.
My addresses
Save your salon address and your personal address: they are pre-filled at checkout.
Return request
Within 14 days of delivery, from the order concerned: “Request a return”. We confirm and tell you what to do next.
Frequently asked questions
I did not receive the confirmation email
Check your spam folder and the spelling of the email address you entered. The order is visible in your customer account when you log in with the same email. If in doubt, write to us with your name and the order date.
Where is my order?
Log in to your customer account and open the order: the status and, once shipped, the tracking number are shown there. Allow 1 to 2 working days for preparation, then 2 to 4 working days for delivery in Switzerland; for other countries, the delivery time is shown at checkout.
I chose pickup at the salon, when can I come?
Wait for the “Your order is ready” email (usually within 24 hours), then come to the Débo Beauty salon, Rue Ancienne 4, 1227 Carouge (Geneva), during opening hours. Free of charge.
I entered the wrong address or curl
Write to us as soon as possible at contact@gemellalashes.com with your order number. As long as the order has not shipped, we correct it free of charge.
How do I return a product?
From your customer account, open the order and click “Request a return” within 14 days of delivery. Products must be unopened, in their intact original packaging. For hygiene reasons, unsealed lash boxes and tape cannot be taken back, unless faulty. Details in our refund policy.
Damaged product or mistake in the parcel
Report it within 7 days with photos to contact@gemellalashes.com: replacement or refund, return costs paid by us.
Can I get an invoice?
The order confirmation serves as proof of purchase. For an invoice in your salon’s name, request it by email with your order number and business details: we will send it as a PDF.
When will I be refunded?
Once the return is received and checked, the refund is issued within 14 days to the payment method used (card, TWINT, PayPal). The time it takes to appear then depends on your bank.
A question not answered here? We reply personally, Monday to Friday.