Question 1

How long will it take to receive my order?

Accepted Answer

Typically, it takes 3-5 business days to receive your order in the continental United States. International shipping takes longer. We do our best to deliver the order promptly for you.

Question 2

How to track my order?

Accepted Answer

After your order has been placed, you will receive an email with tracking details once your order has shipped from the warehouse.

Question 3

Do you ship internationally?

Accepted Answer

Yes, we do ship internationally. In addition to the United States, we currently ship directly to Canada, Ireland, and the United Kingdom. The shipping fee may vary depending on your location.

Question 4

I never got my order, what to do?

Accepted Answer

Please make sure you tracked your order from our Tracking page. If a package is marked as "Delivered" but you have not received your items, Eyes Are The Story kindly requests that you: Inspect the Delivery Premises: Check all possible locations where the package might have been placed, including alternative entrances, mailrooms, and with neighbors or other members of your household. Contact the Carrier: Promptly reach out directly to the carrier (USPS, UPS, FedEx, etc.) with your tracking number to inquire about the specifics of the delivery. Carriers have access to detailed information and can assist in locating your package. File a Claim: If the package remains missing, initiate a missing package claim with the respective carrier, who is responsible for the delivery of your order, not the Eyes Are The Story brand. Most carriers offer online resources or local offices to facilitate this process.

Question 5

Do you offer gift wrapping?

Accepted Answer

No. But you can purchase one of our satin-branded gift bags.

Question 6

Do you offer express shipping?

Accepted Answer

Yes, we do! Express shipping is available within the United States via UPS, as shown in the image. You can choose between UPS 2nd Day Air® (2 business days) or UPS Next Day Air Saver® (1 business day) for faster delivery.

Question 7

What is your return policy?

Accepted Answer

Please check our return/refund/exchange policy here: https://eyesarethestory.com/policies/refund-policy

Question 8

Can I exchange an item?

Accepted Answer

Please check our return/refund/exchange policy here: https://eyesarethestory.com/policies/refund-policy

Question 9

What are the TOP 10 Nasties?

Accepted Answer

Top 10 list of ingredients to avoid in cosmetics for those with sensitive eyes, with all scientific references included, can be found here: https://eyesarethestory.com/blogs/the-tome/top-10-eye-makeup-nasties

Question 10

What ingredients should be avoided in cosmetics for those with sensitive eyes?

Accepted Answer

Top 10 list of ingredients to avoid in cosmetics for those with sensitive eyes, with all scientific references included, can be found here: https://eyesarethestory.com/blogs/the-tome/top-10-eye-makeup-nasties

Question 11

Can your choice of eye makeup impact your eye health?

Accepted Answer

Yes. For example, many mainstream cosmetics can cause or exacerbate dry eyes.

Question 12

Can your choice of skincare impact your eye health?

Accepted Answer

Yes. For example, many mainstream skincare products can cause or exacerbate dry eyes.

Question 13

Can I use castor oil on or near sensitive eyes?

Accepted Answer

We do not recommend using castor oil on or near sensitive eyes. Please read our blog for more information. Also, oil-based products will render our eye makeup products useless, as the oil will impregnate your eyelashes and our non-waterproof products will not stick.

Question 14

Can I use tea tree oil on or near sensitive eyes?

Accepted Answer

Unless prescribed for a treatment by your eye doctor, we do not recommend using tea tree oil on or near sensitive eyes for daily cosmetic use. Please read our blog for more information. Also, oil-based products will render our eye makeup products useless, as the oil will impregnate your eyelashes and our non-waterproof products will not stick.

Question 15

I subscribed to the newsletter but did not receive my discount code. What should I do?

Accepted Answer

Please check your spam or junk folder, as the discount code email might have been filtered there. If you still can't find it, feel free to contact our customer support team for assistance.

Question 16

Do you offer discount for signing up to your newsletter?

Accepted Answer

Yes, we do offer a 10% discount to sign up to our newsletter ; this discount is only valid on your first order. You can sign up by scrolling all the way to the bottom of this page.

Question 17

Are your products safe for use with dry eyes?

Accepted Answer

Great question! Our clinical study was performed with people who had dry eyes, sensitive eyes, sensitive skin, and/or used contact lenses. Our findings demonstrated that Eyes are the Story products caused no adverse effects in this study. Eyes Are The Story products are safe for the eyelid. Before using any products, we suggest strongly that you ask your eye care practitioner if there is any contraindication for using any type of cosmetic around your eyes, especially during treatments.

Question 18

Are your products safe for use with contact lenses?

Accepted Answer

Great question! Our clinical study was performed with people who had dry eyes, sensitive eyes, sensitive skin, and/or used contact lenses. Our findings demonstrated that Eyes are the Story products caused no adverse effects in this study. Eyes Are The Story products are safe for the eyelid. Before using any products, we suggest strongly that you ask your eye care practitioner if there is any contraindication for using any type of cosmetic around your eyes, especially during treatments.

Question 19

Are your products gluten free?

Accepted Answer

Yes.

Question 20

Are your products vegan?

Accepted Answer

Yes and no. Our mascara uses natural beeswax in the formulation, so the mascara cannot be considered vegan. Our other products are vegan.

Question 21

Do you test on animals?

Accepted Answer

No.

Question 22

Are your products safe for use with blepharitis?

Accepted Answer

Great question! Our clinical study was performed with people who had dry eyes, sensitive eyes, sensitive skin, and/or used contact lenses, though we did not specifically target conjunctival inflammation (e.g. blepharitis). Our findings demonstrated that Eyes are the Story products caused no adverse effects in this study. Eyes Are The Story products safe for the eyelid. Note: there are two types of blepharitis, anterior and posterior. Anterior blepharitis is commonly associated with Demodex, whereas posterior blepharitis often occurs after meibomian gland dysfunction. Before using any products, we suggest strongly that you ask your eye care practitioner if there is any contraindication for using any type of cosmetic around your eyes, especially during treatments.

Question 23

Are your products safe for use with MGD?

Accepted Answer

Great question! Our clinical study was performed with people who had dry eyes, sensitive eyes, sensitive skin, and/or used contact lenses, though we did not specifically target conjunctival inflammation (e.g. blepharitis). Our findings demonstrated that Eyes are the Story products caused no adverse effects in this study. Eyes Are The Story products safe for the eyelid. Note: there are two types of blepharitis, anterior and posterior. Anterior blepharitis is commonly associated with Demodex, whereas posterior blepharitis often occurs after meibomian gland dysfunction. Before using any products, we suggest strongly that you ask your eye care practitioner if there is any contraindication for using any type of cosmetic around your eyes, especially during treatments.

Question 24

Are your products safe for sensitive skin?

Accepted Answer

Great question! Our clinical study was performed with people who had dry eyes, sensitive eyes, sensitive skin, and/or used contact lenses. Our findings demonstrated that Eyes are the Story products caused no adverse effects in this study. Eyes Are The Story products are safe for sensitive skin. Before using any products, we suggest strongly that you ask your eye care practitioner if there is any contraindication for using any type of cosmetic around your eyes, especially during treatments.

Question 25

Can I use your mascara with blepharitis?

Accepted Answer

Great question! Our clinical study was performed with people who had dry eyes, sensitive eyes, sensitive skin, and/or used contact lenses, though we did not specifically target conjunctival inflammation (e.g. blepharitis). Our findings demonstrated that Eyes are the Story products caused no adverse effects in this study. Eyes Are The Story products safe for the eyelid. Note: there are two types of blepharitis, anterior and posterior. Anterior blepharitis is commonly associated with Demodex, whereas posterior blepharitis often occurs after meibomian gland dysfunction. Before using any products, we suggest strongly that you ask your eye care practitioner if there is any contraindication for using any type of cosmetic around your eyes, especially during treatments.

Question 26

Can I use your mascara with dry eyes?

Accepted Answer

Great question! Our clinical study was performed with people who had dry eyes, sensitive eyes, sensitive skin, and/or used contact lenses. Our findings demonstrated that Eyes are the Story products caused no adverse effects in this study. Eyes Are The Story products are safe for the eyelid. Before using any products, we suggest strongly that you ask your eye care practitioner if there is any contraindication for using any type of cosmetic around your eyes, especially during treatments.

Question 27

When will your eyeliner be back in stock?

Accepted Answer

As every one of our formulations is customized for us, including the components, it takes the laboratory time to order raw materials and make them. We will announce a delivery date as soon as the laboratory advises. We will not compromise quality to speed up the process. Our laboratory estimates July 2025 delivery.

Question 28

Is there phenoxyethanol in your products?

Accepted Answer

No. The Top 10 list of ingredients to avoid in cosmetics for those with sensitive eyes, with all scientific references included, can be found here: https://eyesarethestory.com/blogs/the-tome/top-10-eye-makeup-nasties

Question 29

Can you use our facial cleanser on the eyelids?

Accepted Answer

Yes. Great question! Our clinical study was performed with people who had dry eyes, sensitive eyes, sensitive skin, and/or used contact lenses. Our findings demonstrated that Eyes are the Story products caused no adverse effects in this study. Eyes Are The Story products are safe for the eyelid. Before using any products, we suggest strongly that you ask your eye care practitioner if there is any contraindication for using any type of cosmetic around your eyes, especially during treatments.

Question 30

Can you use our serum on the eyelids.

Accepted Answer

Yes. Great question! However, please do NOT put our serum IN your eyes. If you inadvertently drip our serum into your eyes, please rinse out throughly with water. Our clinical study was performed with people who had dry eyes, sensitive eyes, sensitive skin, and/or used contact lenses. Our findings demonstrated that Eyes are the Story products caused no adverse effects in this study. Eyes Are The Story products are safe for the eyelid. Before using any products, we suggest strongly that you ask your eye care practitioner if there is any contraindication for using any type of cosmetic around your eyes, especially during treatments.

Question 31

Allergies? Do you have a bee or propolis allergy?

Accepted Answer

Our mascara uses natural beeswax in the formulation. Please avoid our mascara if you have an allergy to bees or propolis.

Question 32

Are your products safe for sensitive skin?

Accepted Answer

Yes. Great question! Our clinical study was performed with people who had dry eyes, sensitive eyes, use contact lenses, and/or have sensitive skin. Our findings demonstrated that Eyes are the Story products caused no adverse effects in this study. Eyes Are The Story products are safe for sensitive skin. Before using any products, we suggest strongly that you ask your eye care practitioner if there is any contraindication for using any type of cosmetic around your eyes, especially during treatments.

Question 33

Is your mascara waterproof?

Accepted Answer

No. Èyes Are The Story mascara is not waterproof. Our mascara stays on all day and is easy to remove, without irritating your sensitive eyes. Waterproof mascara is a NO-go for sensitive eyes! The same ingredients that make eye makeup waterproof not only have the potential to block the ‘pores’ in your eyelids (aka the meibomian glands) but they also make the mascara very difficult to remove without harsh-chemical-laced products. Avoid waterproof eye makeup if you have sensitive eyes, as the chemicals will make them more sensitive (think: red, itchy, and burning). Tip: If you must use waterproof mascara, use only for special occasions that are tear-jerkers, like your wedding!

Question 34

Are your products safe for use with ocular rosacea?

Accepted Answer

Great question! Our clinical study was performed with people who had dry eyes, sensitive eyes, sensitive skin, and/or used contact lenses, though we did not specifically target ocular rosacea. Our findings demonstrated that Eyes are the Story products caused no adverse effects in this study. Eyes Are The Story products safe for the eyelid and skin. Before using any products, we suggest strongly that you ask your eye care practitioner if there is any contraindication for using any type of cosmetic around your eyes, especially during treatments.

Question 35

Do you offer gift cards?

Accepted Answer

No.

Question 36

Will you make brown mascara?

Accepted Answer

Yes. We are currently working with our laboratory to finalize the formulation and prepare for clinical trials.

Question 37

Will you make brown eyeliner?

Accepted Answer

Yes. We are currently working with our laboratory to finalize the formulation and prepare for clinical trials.

Question 38

Will you make tubing mascara?

Accepted Answer

No. Chemicals required to make it are not recommended for those with sensitive eyes.

Question 39

Will you make an eyelash growth serum?

Accepted Answer

No. We do not recommend using any eyelash growth serum unless you have a clinical reason for enhancing eyelash growth.

Question 40

Do you retinols in your products?

Accepted Answer

No. We do not use retinols in our products. We do not recommend using retinols on or around your eyes. The Top 10 list of ingredients to avoid in cosmetics for those with sensitive eyes, with all scientific references included, can be found here: https://eyesarethestory.com/blogs/the-tome/top-10-eye-makeup-nasties

Question 41

Do you use parabens in your products?

Accepted Answer

No. We do not use parabens in our formulations. The Top 10 list of ingredients to avoid in cosmetics for those with sensitive eyes, with all scientific references included, can be found here: https://eyesarethestory.com/blogs/the-tome/top-10-eye-makeup-nasties

Question 42

Can you use your serum underneath eye makeup?

Accepted Answer

Yes. Our serum can be used on and around the eyelid before applying our eye makeup products.

Question 43

Can you use your serum with SPF?

Accepted Answer

Yes. You can use our serum before applying your daily SPF.

Question 44

Can you use the eyeshadow as an eyeliner?

Accepted Answer

Yes.

Question 45

How often should you replace the mascara?

Accepted Answer

We recommend replacing your mascara monthly. We made the mascara minis so that you can use 1 tube for regular daily use, so approximately 1 tube per week. Or, if you do not use mascara regularly, we recommend replacing the tube one month following the initial use. Keep the bugs and bacteria at bay!

Question 46

How often should you replace the eyeliner?

Accepted Answer

We recommend replacing the eyeliner at least every 3 months.

Question 47

How often should you replace the eyeshadow?

Accepted Answer

We recommend replacing the eyeshadow every 6-12 months.

Question 48

Where are Eyes Are The Story Products made?

Accepted Answer

We collaborate with laboratories in the United States, Canada, and Italy.

Question 49

Where can I shop Eyes Are The Story in person?

Accepted Answer

Eyes Are The Story products are available for sale in clinics across the United States. Please visit our clinic page to source a clinic near you: https://eyesarethestory.com/pages/find-a-clinic As our clinic distribution is growing, not all clinics are posted on the site. Clinics in Australia, France, Ireland, New Zealand, Spain, and the United Kingdom also carry our products.

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