Q, I have not received a confirmation email after registering as a new member
Please enable permission to receive emails from our domain marierushlash.com before registering.
The confirmation email can only be sent once. So, if you registered before enabling the domain please contact us for further instructions.
Q, I cannot log in
If you use Internet Explorer or an older version of any browser, our online shop may not work properly. You may not be able to log in or place an order.
Please install the latest version of a browser such as Google Chrome or Firefox, or please try again from your smartphone.
Q, I forgot my login information
Your login ID is your email address. If you have forgotten your password, you can enter your e-mail address and reissue a password at the login screen.
If you do not receive the password re-issue email, enable permission to receive emails from [email protected]
If you still cannot log in, we can assist you by issuing a temporary password at the customer center. Please contact us by email or use the contact form.
Q, Your information changed such as name, address, phone number or email address
After logging in, you can change your information from the My Account page. Please be mindful if you would like to change your email address, your login ID will change as well. Please be careful when you login next time.
Q, I have multiple accounts / I want to merge accounts
Accounts and points cannot be merged. There is no problem with you registering more than one account, but if you want to delete one of the accounts, please login and go to My Account page.
Q, I cannot seem to place an order
If you use Internet Explorer or an old version of browser, our online shop may not be displayed properly, or you may be unable to login or place an order.
Please install an updated version of a browser such as Google Chrome or Firefox or please try again from your smartphone.
Q, How can I check the delivery status ?
To check the delivery status of your order, you can use the tracking number we sent you. The confirmation email is sent to you when your order is shipped. Your orders will be dispatched within 2 to 3 business days.
For more information about delivery time, you can check our Shipping info Page.
Q, When can I use points?
Points can be used during your next purchase. They will expire 2 years after the last use.
Q, About out of stock products
You can register your email address to receive a re-stock notification from the out of stock product page.
Please kindly understand that we cannot accept reservations nor auto-purchase when re-stocked.
After receiving a re-stock notification email, please go on our online shop and make an order.
Q, Can I change / cancel the order?
Whether the order can be changed or canceled depends on the payment method. Please check below and contact our customer center. It is not possible to change or cancel your order on your own from My Account.
・ Credit card
No changes are accepted. Cancellations are accepted until 3pm (JST) on the day of order. (If you order is placed after 3pm on weekends or holidays, 3pm on the next business day.)
Changes and cancellations are not accepted.
Q, Can I change the payment / shipping method?
We are very sorry, but we cannot accept a change in payment method. You need to cancel your order and order again.
Q, I forgot to use points
We are very sorry, but we cannot accept the change to use points. You need to cancel your and order again.
Q, My order cannot be completed
Our online shop may not display properly, login, or place orders when using Internet Explorer or an older version of another browser.
Please install the latest version of a browser such as Google Chrome or Firefox or please try again from your smartphone.
Q, The product became sold out during shopping
Products are not sold yet when they are placed in the cart.
If any items became out of stock, you will not be able to proceed to checkout and the available stock quantity will be displayed for you to make a change.
Q, I want to return or exchange the products
We do our best to manage our orders. However if you have any defective products or mis-delivery (quantity or product mistake), please contact us within 7 business days after you receive your command.
In the case of wanting an exchange due to personal reasons, we will request you to cover the shipping fee. Please kindly check our terms and conditions for more details.
Q, The delivered product was damaged / a different product arrived
We are sorry you had to experience this issue, please contact us within 7 business days after arrival.
Q, About lash extensions' length and curl
The length and curl of the extension varies depending on the brand. Please check our extension sizing chart before making a purchase.
Note: Our extensions may be 1-2 mm longer than other companies.
Q, What is the extension material?
It is an artificial material called polybutylene terephthalate (PBT), also known as engineering plastics. PBT material excels in shape memory and are hard to deform, also it has excellent chemical resistance.
Q, There are many different types of extensions, what is the difference?
We carry Sable, Premium Sable, Flat Lash, Mink and Airy Volume Lash.
Sable: This is the most popular product that focuses on the highest quality materials and thorough quality control.
Premium Sable: It is tapered from the base which makes it lighter and softer. (Same quality as Sable)
Flat Lash: A special shaped lash with a flat body and a dented center. (Half the weight of Sable)
Mink: Recommended for technicians who are seeking affordable priced lashes. (Produced in China)
Airy Volume Lash: Ultra-fine extensions from 0.03mm to 0.08mm in diameter. (Same quality as Sable)
Q, What is the difference between Airy Volume Lash and Airy Volume Lash Luxueux?
Airy Volume Lash Luxueux is an improved product of Airy Volume Lash.
Base Sheet Material: Paper → Aluminum
Base Sheet Colour: Brown → White
Adhesion of the tape: Strong → Weak
Please note that Airy Volume Lash (old type) will be discontinued.
Q, How do I need to store extensions?
Store in a cool and dark place. Sunlight, high temperature or high humidity can lead to poor curl condition or weak tape adhesion. Please do not stock up as much as possible, try to use within 6 months.
Q, Is there a sample of extensions?
We are very sorry not to be able to offer samples for free to overseas address.
Q, Please tell me the difference between the glues
We have several types of glue with different viscosities and curing speeds. There is no significant difference in retention, so we recommend you to choose a glue that matches your application method, speed and environment. Butyl glue has a lower retention than other glues. (About 3 weeks)
Q, Please tell me how to store adhesive/glue.
Before opening, please store in a cosmetic refrigerator which keeps the temperature around 12 °C/53.6°F.
If a cosmetic refrigerator cannot be purchased for your salon, you can use a regular refrigerator which can set the temperature not too low. Low temperature may cause "Sweating" in/on the glue bottle, which may deteriorate the glue rapidly or lose its original properties and texture.
When refrigerated, ensure to keep separate from food. The glue container allows the chemical gas from the glue to breathe through the bottle, which may impact the safety of food.
After opening, put the glue in an aluminum bag with a desiccant to prevent deterioration due to humidity. Keep it standing in a cool place (tolerance: 18 to 23 ° C / 64.4 to 73.4 F) protected from direct sunlight. (Wipe off any excess glue from the nozzle and close the cap securely.)
Q, The glue is not sticking properly.
The main ingredient of glue, cyanoacrylate, reacts with moisture and starts curing. When it comes in contact with moisture in the air, its molecules instantly hold hands and polymerize.
Suitable temperature 25-28 ℃ / 77-82.4 °F
Suitable humidity 50-60%
Even in the same room, the temperature and humidity can change greatly depending on the season, time zone, location of the air conditioner, location of the window or wind, etc. Therefore, it is recommended to use a thermometer and a hygrometer for each cart and check the numbers time to time.
A new bottle of glue is quite watery because it has not touched the air yet. We recommend to wait about 15 minutes after dropping onto the glue plate to help thicken the texture.
When the remaining amount of the glue in the bottle is low, it may become stickier. In that case, please dispose and replace with a new glue. (We recommend to use a fresh glue every month)
Q, How much should I price the retail products?
We do not have a specific price for each product for you to sell at your salon. Many salons price about 1.5 to 2 times the price.
Q, Are there any tweezers for volume lash technique?
Yes we do carry volume tweezers which are carefully inspected one by one by our educators.
Please visit the extension product → tweezer → Airy Volume Lash category.
Q, I would like to order original products with my logo
OEM (Original equipment manufacturer) is available. Please contact us by email for details. We will inform you the required quantity and OEM prices.
Q, Is there an actual store?
We are sorry but we do not have a store. Please visit us at beauty expo which takes place in Tokyo and Osaka every year. (Tokyo is around May, Osaka is around November)
Or if you are visiting from oversea, please contact us in advance and we can assist your needs and requests at our office in Tokyo.