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Returns, Refunds and Replacements

If a customer wishes to return any item for any reason, they are invited to first contact our Customer Care team via email info@londonlashpro.com to discuss any specifics, or if they require clarification on any of the following points.

Customers are welcome to return any unwanted items that are unused and in original packaging to our warehouse within 14 days of receipt of the parcel.

When returning parcels, please be advised that:

A) The customer is responsible for any and all return fees incurred when posting items back to London Lash Professional.

B) The customer must include a note with their return specifying their order number, and the type of remuneration desired (refund, exchange, replacement) 

C) No remuneration can be given before the products have been received by our staff. The customer is therefore advised to send any returns with a trackable option.

Returned items can be refunded, exchanged for an alternative item, or replaced like for like. 

In the unusual event that an item breaks or no longer works correctly within a warranty period, the 14 day deadline will be extended. 


Refunds can be given on any returned item which is sent back within 14 days of ordering, along with a note of the order number and reason for return. 

Refunds will be issued only when the returned items have been received by our Distribution Centre team, and may take up to 10 business days to reach the recipient's account, depending on the recipient's bank. 

When an item is returned for a refund, please note that the original shipping fees are not liable to be refunded.


If a customer would like a replacement sent for an item they are sending back, they must signify this on their returns note. 

A replacement item will only be sent once the returned item has been received by our warehouse team.

In the event that an item is sent back to be replaced is no longer in stock, a reasonable alternative will be offered to the customer.


In the event that an exchange 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.


Our return address is as follows:

Unit 5 Barrs Fold Close

Wingates Industrial Estate




*** Please note that our warehouse is staffed from 09:00am - 16:30pm Monday to Friday (excluding Bank Holidays). All returns will be dealt with up to 3 business days after being received by our distribution centre - this is dependant on workload and is liable to be extended during extremely busy periods such as sale times. ***