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Lime Crime: Contact Us & FAQ

 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!

Leave us a message: 866-LC-VENUS

Live Chat is located at the bottom of the screen when our Customer Care Team is available.*
*Live Chat is available Monday through Friday 7am – 6:30pm pt. Closed on Saturday, Sunday and Holidays.

Orders

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
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, 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?

Duties and taxes may apply on orders shipped outside of the United States. We now offer the option to pay duties and taxes at time of order checkout. If you prefer to pay all taxes up front (and avoid any surprise charges due upon delivery) we recommend choosing Duties and Taxes Prepaid in the shipping section of checkout. We will simply calculate those taxes for you and add them to your order. If you prefer not to pay taxes at time of order, please choose Duties and Taxes unpaid. (please note that duties and taxes may be required at time of delivery by the local shipping carrier).

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. Certain offers may exclude select products in addition to those listed above.

My order arrived damaged.

Oh no! We want to help. Please reach out to us by emailing CustomerCare@limecrime.com or 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.

Shipping

Do you ship to my country?

Probably! Lime Crime ships to most countries, worldwide with the exception of the Crimea region, Indonesia, Thailand, Turkey and Russia. 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 orders over $50 sub-total shipping within the contiguous United States

United States Standard Shipping under $50 subtotal - $6.99

United States Expedited Shipping - $19.00

United States orders containing Unicorn Bleach Party Standard Shipping - $9.85

Shipping to Guam, Alaska, Hawaii, Puerto Rico - $19.00

International shipping charges will be calculated at checkout based on destination.

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.

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.

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.

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!

100% Vegan

Our products don't include any animal ingredients or byproducts.

Cruelty Free

We love all living creatures and have never tested on animals and never will.

Kind to Planet

We produce with post-consumer recycled and FSC certified materials.

Conscious Beauty

We develop formulas without harmful ingredients and we source ethically.

Free shipping does not apply to orders with Unicorn Bleach Party, or to locations outside of the contiguous United States.

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