Lime Crime: Contact Us & FAQs
We're here to help! Find answers to your most common questions below or at our Unicorn Hair F.A.Q.. If you still have questions, let's chat!
Live Chat is located at the bottom of the screen when our Customer Care Team is available.*
Shipping
Do you ship to my country?
Probably! Lime Crime ships to most countries, worldwide with the exception of the Crimea region, Indonesia, Thailand and Turkey. We do not ship to embargoed countries.
Check out our list of authorized Lime Crime retailers for stores in your area.
Please note: Chile is experiencing major postal delays due todecreased flights and staffing from Covid-19. Shipments may take 3+months to arrive.
Do you ship to Europe?
Yes, we do ship to the Europe. However, some colors are unable to ship to Europe due to European restrictions of certain colors.
We are working on reformulating these colors so they are available for shipment to EU countries. In the meantime, you can purchase the shades Bunny, Caramel, Lipstick, Shook, Strawberry Jam, Genie, Mystic and Valentine. We can also send Universal Shampoo and Conditioner to Europe.
What are the shipping rates?
Shipping is FREE on all orders to the US over $35 USD
United States $5.99
International shipping charges will be calculated at checkout based on destination.
Order
How can I track my order?
Log in to your customer account to track your order.
When can I expect my order?
Contiguous U.S.: 4-8 business days*
Non-Contiguous U.S. (PR, HI, AK): 7-12 business days
Australia, UK & Canada: 6-8 business days
Saudi Arabia, Bahrain, Kuwait, United Arab Emirates, Qatar: 10-16 business days
Russia: 10-16 business days
Chile: 10-16 business days
Other International: 10-20 business days*
Tracking is only available on US, Australia, Bahrain, Belgium, Canada, Chile, Denmark, France, Germany, Hong Kong, Kuwait, Netherlands, New Zealand, Qatar, Saudi Arabia, Spain, Russia, UAE, and UK orders. We can not track other international packages.
International orders can take longer depending on customs. If your International order takes more than 21 business days, feel free to email customercare@limecrime.com to check in.
*Need your goodies super fast? You can choose Fedex 2 day shipping during checkout. (available for Contiguous U.S. only) All orders placed by 10am PST are shipped same day and arrive in 2 business days. (Ex. If you place your order at 9am PST on a Thursday, your order will arrive to you on the following Monday).
Please note. 2 day delivery is not available on Bleach Kits or Hair Mist.
Can I change the address on my order?
As soon as your order is placed, it is processed by our warehouse immediately. Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to make changes to existing orders.
Can I cancel my order?
As soon as your order is placed, it is processed by our warehouse immediately. Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel existing orders.
Can I modify my order?
As soon as your order is placed, it is processed by our warehouse immediately. Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to make changes to existing orders.
Missing item: Something's missing from my order.
Oh no! So sorry. Please email customercare@limecrime.com with "Missing Item" in the subject line. We’ll take care of it right away.
What is the currency conversion rate for international orders?
Limecrime.com prices can be displayed in a variety of currencies, but all orders will be transacted in US Dollars by Paypal or your credit card company upon completion of your purchase, and then converted to your local currency. Non-US Dollar order totals shown during checkout are only estimates of the final amount based on recent currency conversion rates to US Dollars and excludes any taxes, duties, levies or tariffs that may be imposed.
Will I be responsible for import duties, taxes, or fees?
Lime Crime covers applicable duties on orders shipped to AU, NZ, & HK. Orders shipped elsewhere, including Canada may be subject to import duties and taxes and are not paid by Lime Crime. Please consider this prior to placing your order.
What is your return policy?
Lime Crime accepts returns for a refund within 30 days of purchase. No exchanges. If returning an item that came with a bonus gift, the bonus gift should be returned as well - If you choose to keep the bonus gift, you will be charged for its value. Product refunds only. Shipping is not refunded.
How do I start a return?
So sorry to hear that you need to make a return. Returns are accepted within 30 days of purchase. Here is the return address:
AMS Fulfillment
28936 Ave Williams
Valencia, CA 91355
Please include your full name, address, email address and your order number to ensure proper refund.
Do discount codes work on all products?
Discount codes cannot be applied to holiday items, sale items, bundles, exclusive items, and hair packettes.
My order arrived damaged.
Oh no! We want to help. Please reach out to us by emailingCustomerCare@limecrime.comor by reaching out to us on Live Chat during open business hours.
How does Afterpay work?
Please visit this page for all your Afterpay questions.
Products
Are your products vegan?
Yes. Our cosmetics do not contain any animal-derived ingredients and are vegan-friendly. Read more about our animal-friendly policies here.
Are your products cruelty-free?
Yes. Lime Crime makeup is NOT tested on animals and is Leaping Bunny-certified cruelty-free. Read more about our animal-friendly policies here.
Can I buy Lime Crime products at a physical store?
Yes! Check our List of Authorized Lime Crime Retailers.
Why are some item quantities limited per customer?
Customers are allowed to purchase any number of products, but quantities are limited for some shades to discourage unauthorized re-selling and scalping. There is a $500 order limit per customer and all lips have a limit of 1 per shade.
I have questions/concerns about dyeing my hair.
Dying your hair? Be sure to read our Unicorn Hair FAQs page.
I have an ingredients question.
Ingredient listing for each product is located on the bottom of the product page under the 'Ingredients' tab.
What does PCR packaging mean?
PCR stands for Post-Consumer Recycled content, which is material made from items that consumers have recycled. Packaging made from PCR plastic has great benefits for the environment such as, less usage of fossil fuels, reduction of carbon footprint and reduction of waste.
Face Mask / Covering
How to wear: Wash hands with soap and water. Place ear loops around each ear, adjust for snug and comfy fit. Wash hands with soap and water before removing face mask. Gently lift ear loops and remove mask.
How to clean: Machine wash cold. Gentle Cycle. Hang dry
Please note: Lime Crime's mask/face covering is not an FDA-approved product and is not designed or intended to diagnose, cure, mitigate, treat or prevent any disease or condition. For adult use only. Do not place this mask/face covering on children under 2 years of age or on anyone who has trouble breathing or is unconscious, incapacitated or otherwise unable to remove it without assistance. This mask/face covering is intended for general use only and not for use in any medical setting where PPE (Personal Protective Equipment) or other medical devices are recommended. This mask/face covering is not intended to replace other preventive measures recommended by the Centers for Disease Control and Prevention or your medical provider.
Website
I'm having a checkout problem.
Oh no! We are so sorry to hear that.
Please chat with us to resolve the issue. If chat is closed, send us an email directly. Thanks!
I'd like to report a website error.
Please email relevant details to customercare@limecrime.com
Is this website safe to shop on?
Limecrime.com is a secure shopping destination.
Lime Crime is powered by Shopify, a direct-to-consumer e-commerce platform trusted by over one million merchants worldwide.
Shopify does not store your credit or debit card numbers, unless you opt-in to using Shop Pay. Shopify collects and stores only the data necessary required to facilitate interactions with you as dictated within Shopify's Privacy Policy.
Personal information may be requested and collected when you use our Site, such as upon registration with Lime Crime, when placing an order, when contacting us via phone or email, when interacting with customer support, when joining our email list, or when you slide into our DMs. The personal information we collect includes your user name, password, phone number, email address, mailing address, and payment information. This information will be used to fulfill your orders, process your transactions, facilitate your use of our website(s), respond to your requests, assist you with future shopping, and improve the Site, all of which we have a legitimate interest in. We also collect non-personal information, such as your IP address and the site that referred you to ours. This assists us in aggregating data in regards to visitor preferences, such as how many users visited a specific page on our site.
Shopify is both PCI and SOC II complaint, two major security standards for ecommerce.
Other
I want to work for Lime Crime.
We always love to receive resumes from our talented unicorns! You can inquire about open positions by submitting a cover letter and your resume to HR@LimeCrimeMakeup.com
Do you offer a Pro Program?
Lime Crime does not have a Pro-Program in place at the moment. We are hoping to offer a program for professional and working make up artists in the future.
Can I stock your products or become a distributor?
Thanks for loving Lime Crime!
We are not accepting new retailer or distributor applications at this time. Please do not email an inquiry about stocking or distributing our products. Instead, just complete this quick form so we can let you know about future updates. We appreciate your interest!
Do you have an affiliate program?
Interested in expressing yourself with fun, color, and creativity with 100% Vegan & Cruelty-Free Makeup and Hair Color? We would love to have you in the wonderfully colorful world of Lime Crime with our Affiliate Program!
How do I request product for press coverage?
Please complete this quick form and you will hear from us soon. We appreciate your interest!
COVID-19
To our beloved Lime Crime unicorns:
Our mission has always been to transport you to a magical world where you can express yourself unapologetically and experiment with every color of the rainbow. With the novel coronavirus (COVID-19) throwing our world into a global pandemic, we cannot help but think of all those we know and care about around the world, including you.
Although we are all staying put at home, we will remain a platform of positivity, empowerment, and optimism through these difficult times. The Lime Crime team is here to unleash what makes you unique!
We are closely monitoring the situation and guidance from the World Health Organization (WHO) to ensure we have the most up-to-date information possible.
Friendly reminder to practice social distancing, wash your hands frequently, and avoid touching your eyes, nose, and mouth to ensure we don’t spread germs. Remember: We are all in this together. Stay in and stay safe!
XOXO,
Lime Crime
P.S. Due to COVID-19, 2-day shipping method cannot be guaranteed and may be delayed.
