Returns, Refunds and Replacements
You are welcome to return any unwanted and unused items in their original packaging within 14 days of receiving the item/s.
If you wish to return an item for any reason, you are invited to first contact our Customer Care team. Please send an email to firstname.lastname@example.org with your order number and reason for return, and our advisors will provide further instruction.
Unwanted items returned for a refund or exchange must be unopened and unused, and returned within 14 days of receipt.
In the unusual event that an item breaks or no longer works correctly within a warranty period, please contact our Customer Care team via email within a maximum of 5 days of receipt of the faulty item/s to let us know of the problem. If the return has been accepted, we will issue you a free returns label, and you will have an extension of the 14 day returns period to send the faulty item/s back to us.
When returning parcels, please be advised that:
- The customer must contact the Customer Care team prior to returning the parcel to discuss all details. Please note that failing to do so may result in a return not being accepted, and will certainly result in delays.
- The customer is responsible for any and all return fees incurred when posting items back to London Lash Professional. London Lash will not be liable for any loss or damage incurred as a result of the use of any chosen shipping service.
- We advise all customers returning an item to us to opt for a tracked delivery with your chosen postal service. London Lash will not be liable for any lost returns as a result of any chosen postal service. We advise customers to inform our Customer Care team of the tracking reference for any return to us.
- No remuneration can be given before the products have been received and checked by our staff, unless in exceptional circumstances. This is entirely at the discretion of the Customer Support staff.
Refunds can be given on any returned item which is sent back within 14 days of receiving. All returns are checked and processed by our Goods In team, and until this is completed no remuneration will be given. Please note that no refunds will be given on items that arrive at our warehouse damaged, or which have been used unless they were listed as faulty in the first instance.
Refunds may take up to 10 business days to reach your account, depending on your bank and chosen payment method.
Refunds can only be issued to the card/account that was used to make the payment.
If an item was paid for in part or in full using a gift card, the refund will be issued back onto the gift card.
When an item is returned for a refund, please note that the original shipping fees are not liable to be refunded.
If you wish to exchange an item, the regular rules of the return policy apply.
If an exchanged item costs less than the original, London Lash will either refund the difference, or offer store credit for the difference.
If an exchanged item costs more than the original item, London Lash reserves the right to request this additional cost from the customer. This is taken on a case-by-case basis and is at the discretion of the London Lash Team.
In the unusual event that an item breaks or no longer works correctly within its warranty period, please contact our Customer Care team who will be happy to assist you in rectifying the issue.
If an item that is to be replaced is no longer in stock, a full refund or reasonable alternative will be offered to the customer.
London Lash reserves the right to request the original, broken item to be returned back to us for further inspection.
Please contact our Customer Care team if you have any questions! 🖤