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Svar från Silly George

28 juni 2024

Hi Kerry,

We're so sorry you had trouble putting on your lashes! It must have been frustrating to lose a set because of sticky tweezers. We understand how disappointing that can be.

Mastering new beauty techniques can take trial and error, so don’t be discouraged that your first time wasn’t as smooth sailing as expected.

Our instructional video emphasises the importance of carefully avoiding the glue pads to maintain their stickiness and avoid any mishaps with tweezers. We also mention that a bit of practice is needed, and it's normal to expect to lose a few clusters while practising applying your lashes for the first time.

To achieve the best results for longevity, we can't stress enough how crucial proper eye preparation is. This includes thoroughly cleaning above and below your lashes with an oil-free cleanser and applying your lashes before any other makeup. We also recommend customers use their fingers to set the glue pads once applied, as too much clamping with your tweezers can cause the glue pads to squish and spread out around the delicate lash fibres, which can leave that sticky feeling.

We are committed to making beauty routines both easy and enjoyable. We'd love to offer you a replacement box so you can give it another try. Please don't hesitate to reach out to our customer care team, and they'll be more than happy to arrange this for you.

We truly value your feedback and hope you'll give our lashes another chance. If you need any additional guidance or support, we're always here to help.

Kaylie

Svar från Silly George

Uppdaterad 28 juni 2024

Hi Kristen,

Thank you so much for taking the time to share your experience with us. Your feedback is invaluable, and we're keen to learn more about your application process. This will not only help us assist you better but also improve the experience for all our customers.

We've noticed that sometimes, in an effort to secure the lashes firmly, customers may apply too much pressure 'clamping' with their tweezers during application. This can inadvertently cause the glue pads to compress around the delicate lash fibres, resulting in that sticky feeling you described and potentially leading to the shifting you experienced.

For best results, we recommend a gentle approach. A soft, even press on the glue pads against your lash line with your fingers is typically all that's needed to set the lashes securely. This method helps maintain the shape of the glue pads and prevents shifting, ensuring a more comfortable and long-lasting wear.

We want you to have the best possible experience with our product. If you haven't already, please don't hesitate to contact our customer service team. They'll be happy to arrange a replacement set if you'd like to try again, or process a refund under our 30-day money-back guarantee if you prefer.

Your satisfaction is our priority, and we're here to support you every step of the way!

Kaylie

Svar från Silly George

10 juni 2024

Hi Lucy,

I see from your order number that you purchased our Lash Serum. In case you didn't catch the full instructions, the usage is twice per day for 4-8 weeks but that some people can take up to 12 weeks. If you haven't given it the full 12 weeks I'd encourage you to keep going! If you did use it for the full 12 weeks but are still unhappy with your results, we're happy to refund you, please reach out to our Customer Service Team at contact@sillygeorge.com.

Hope that helps!

Miranda,
Co-Founder

Svar från Silly George

10 juni 2024

Hi Carolyn,

I see from your order number that you purchased our Lash Serum in March. In case you didn't catch the full instructions, the usage is twice per day for 4-8 weeks but that some people can take up to 12 weeks. It's barely just past the 12 week mark - did you give it that full time at twice a day to see the results? If not, I'd encourage you to keep going! And often the results come quickly at the end! If however you did use it for the full 12 weeks but are still unhappy with your results, we're happy to refund you, please reach out to our Customer Service Team at contact@sillygeorge.com.

Hope that helps!

Miranda,
Co-Founder

Svar från Silly George

Uppdaterad 10 juni 2024

Hi Siobhain,

Thanks for trusting us with a second purchase, even though your initial experience with the Dual Strip Magnetic Lashes in 2023 wasn't the best. We have sunsetted this item in favor of more robust lashes, as those Magnetic Lashes were quite delicate.

We have just launched our Pop-On Lashes (Pre-Glued, DIY Cluster Extensions) that I think you'll love. To make up for your previous experience I'd like to extend a 50% coupon for your next purchase (max value $20 USD). Please reach out to our Customer Service Team at contact@sillygeorge.com to arrange that.

Thanks again for being a loyal customer!

Miranda
Co-Founder

Svar från Silly George

10 juni 2024

Hi Connie,

I see from your order number that you purchased our Lash Serum. In case you didn't catch the full instructions, the usage is twice per day for 4-8 weeks but that some people can take up to 12 weeks. If you haven't given it the full 12 weeks I'd encourage you to keep going! If you did use it for the full 12 weeks but are still unhappy with your results, we're happy to refund you, please reach out to our Customer Service Team at contact@sillygeorge.com.

Hope that helps!

Miranda,
Co-Founder

Svar från Silly George

10 juni 2024

Hi Evi,

Thanks for taking the time to reach out! Regarding the Make Up Correction Pen- the new tips go on dry and the product takes some time to soak through the tip. Did you give it some time to allow the product to go through to the tip before you tried it?

As for your LinerBond pens clogging up at changing altitude, that shouldn't happen. Did you try running it under the tap with some water and soap? If you're still having trouble, please reach out to our Customer Service Team at contact@sillygeorge.com and they can either help talk you thorough it or send you replacement if it's faulty.

Miranda
Co-Founder

Svar från Silly George

27 maj 2024

Hi Venesa,

Sorry to hear that after 4 years you're having trouble with you Lash Serum. After that length of time, it's actually normal that your body might need a break, maybe for a few months. And please note that as per the instructions, once you've got your results, maintenance is only twice a week (no longer twice a day). So it also could be that using it twice a day for that length of time has built up some resistance. Just take a break and after a few months you'll be good to go again (I've been there myself!). A little disappointing to have to take a break, but it's the nature of the human body!

If you have any other questions please don't hesitate to reach out to our Customer Service Team, they're really helpful and knowledgeable.

Kind Regards,
Miranda
Co-Founder

Svar från Silly George

24 maj 2024

Hi Lori,

Oh gosh, we're sorry that you're having trouble with your Pop-On Lashes and that you felt like our reply was of an "oh well" nature! Neither of those things are part of the experience we want you to have!

I've just had a meeting with my Customer Service Team and gone over your communication with them. I can definitely see how you felt like we were unhelpful, and as such we have re-written how we'll respond to any customers with application/wear issues in the future.

These Pop-On Lashes have only just launched. Although we did extensive in-house testing and didn't find any issues whatsoever with clusters falling off easily, we would like to learn more about your issue so we can help both you and others that may have your same problem. Any additional information or photos you have about this issue would be super helpful! ie. are you attaching the clusters onto your natural lashes or your waterline (we recommend waterline!), are you pressing them in with your fingers/tweezers, are you using oil based products before or during your Pop-On Lash wear etc?

Any additional information will help us help you as we all learn to troubleshoot this new product for any issues we didn't encounter during testing. But of course we totally understand if you don't want the hassle and would just prefer a refund! Ultimately though, these lashes are amazing and we'd love to help you get to the bottom of the problem!

Our Customer Service Team is also reaching back out to you again so see where we go from here.

Regards,
Miranda
Co-Founder