FREQUENTLY ASKED QUESTIONS
If you have a question for us that isn't provided below or if talking to a real-life human is more your style, please email our team at support@lokolash.com and we'll get back to you as soon as possible.
PRODUCT FAQS
How long does Lokolash Serum Pro take to work?
Most customers see early changes in 2 to 4 weeks, with full results around 6 to 12 weeks when used daily.
Is the serum safe for sensitive eyes?
Yes. Serum Pro is prostaglandin free and formulated for sensitive eyes. If irritation occurs, reduce usage or contact customer support.
Can I use Lokolash with lash extensions?
Yes. Our serums are oil free and completely extension safe. Many customers use it as an aftercare serum to strengthen natural lashes.
Can I use Lokolash while pregnant or breastfeeding?
Although none of the ingredients we use are toxic, we legally have to recommend checking with your healthcare provider before use.
What happens if I stop using the serum?
Your lashes slowly return to their natural growth cycle. For best results, continue with a maintenance schedule.
Can I use this with mascara or makeup?
Yes. Just allow the serum to dry completely before applying makeup.
Does Lokolash help with lash fallout or thinning?
Yes. The peptide blend supports stronger, healthier lashes and helps reduce breakage.
Is Lokolash safe for blepharitis prone eyes?
While not a medical treatment, many customers with blepharitis say our gentle prostaglandin free formula feels comfortable and helps keep lashes healthy.
How long does a tube last?
Each serum lasts roughly 8 to 12 weeks depending on daily use.
Is Lokolash vegan and cruelty free?
Yes. All Lokolash products are cruelty free and vegan friendly.
Does it contain prostaglandins or hormones?
No. Lokolash Serum Pro is free of prostaglandins and hormonal ingredients.
Will the serum change my eye colour?
No. This effect only occurs with prescription lash drugs containing prostaglandins, which our formula does not include.
Usage FAQs
How do I apply Lokolash Serum Pro?
Apply a single swipe along the upper lash line once per day on clean, dry skin.
How often should I apply the serum?
Use once daily for best results. Reminder: consistency is key for unlocking and maintaining growth with serums.
Can I apply it to my bottom lashes?
Yes, as long as you apply sparingly to avoid excess spreading.
Should I use it morning or night?
It's always best to apply serums in the morning if you can, as applying at night before bed can risk it rubbing into your eyes during your sleep and causing irritation. If you do wish to apply at night, just make sure you let it dry properly.
When should I stop using it if I get irritation?
Stop use immediately, wait for irritation to settle, and message support for help.
subscription FAQs
How do the subscriptions work?
By joining the 3 month delivery plan you save 30% on every order. You’re automatically charged every 3 months until you cancel. You can cancel any time after your second order through your customer account or by emailing support at least 48 hours before your next renewal.
Can I skip, pause, or change my subscription?
Yes. Sign into your account and go to Subscriptions to make changes.
Is there a minimum commitment?
Only two subscription cycles are required before cancellation.
Do subscribers get early access or perks?
Subscribers receive guaranteed stock priority, locked in discounts, and early access to launches.
shipping FAQs
Where do you ship?
We ship throughout New Zealand and Australia, with tracked delivery.
How long is delivery?
NZ orders are shipped from our Auckland warehouse and typically arrive in 1 to 2 business days. Australia usually takes 5 to 10 business days and is shipped from our international warehouse.
Do you offer international shipping?
Yes, we currently offer free international shipping from our international warehouse to the UK, USA, and Australia.
Will my order fit in a letterbox?
Yes, most parcels fit in standard mailboxes with a 2 inch opening. Most of the time your order will be delivered to your doorstep though.
Where do orders ship from?
All NZ orders ship from our Auckland warehouse via NZ Post overnight delivery. For international orders, we use an international 3PL for faster shipping times.
Do I get tracking?
Yes. Tracking is emailed once your order is dispatched.
Returns FAQs
What is your return policy?
Unopened items can be returned within 14 days. Review our return policy here.
Do you offer refunds if I don’t see results?
We currently offer a 90 day money back guarantee on Lokolash Serum Pro orders. If you don't see results with 90 days of consistent use, we'll provide a full refund. Review our policy here.
My package arrived damaged. What do I do?
Email support@lokolash.com with a photo and your order number to arrange a replacement.
Billing FAQs
What payment methods do you accept?
We accept major cards, Afterpay, ShopPay, Apple Pay, Google Pay, and majority of debit and credit cards.
Can I update my payment method?
Yes. Update it through your customer account under Subscriptions.
Why was I charged again?
Subscriptions renew every 3 months unless cancelled.
Brand FAQs
What makes Lokolash different?
We use prostaglandin free peptides to deliver results without harsh side effects.
Are you a NZ owned business?
Yes. Lokolash is New Zealand owned and operated.
How many customers have used Lokolash?
Over 20,000 women across New Zealand and Australia.
Do you test on animals?
Never.
Other FAQs
Can I use Lokolash with contact lenses?
Yes, once the serum has fully dried.
Can men use Lokolash?
Absolutely. The formula works for anyone wanting stronger lashes or brows.
Will Lokolash interfere with eye medications?
Not usually but check with your doctor if you’re using prescription eye treatments.
Is it safe after chemotherapy?
You should consult your healthcare provider before starting any lash enhancing product post treatment. However, we do have quite a few customers who have used Lokolash after chemotherapy to regrow lashes and have seen incredible results.
How long should I wait after applying the serum before going to bed?
Wait 5 minutes to allow it to absorb and dry completely to avoid irritation.
Can I continue using my lash curler?
Yes, but avoid excessive pressure to prevent breakage.