Deliveries & Returns

DELIVERY INFORMATION

Opening Hours
Monday–Friday: 9am–5pm
Saturday: 10am–11:30am
Sunday: Closed

Dispatch Times

  • Orders placed before 4pm (Mon–Fri) are dispatched the same working day (including Next Day orders).

  • Orders placed after 4pm, on weekends or bank holidays, are dispatched the next working day.

UK Delivery

We ship UK orders via Royal Mail 24 or Royal Mail 48. 
This service is not fully tracked and aims for delivery on the next working day, but this is not guaranteed.

Delivery times depend on Royal Mail processing and are outside of Lash Heaven’s control.

Please allow 10 working days before contacting us about a delayed UK order.

EU Delivery

EU orders are dispatched from our EU warehouse to avoid extra duties, fees and taxes. All orders are sent Tracked services.

International Delivery

Orders are sent Tracked & Signed, where available. If not available in your country, we will use Tracked or Signed services where possible.

Customs, Duties & Brexit

Lash Heaven is responsible for dispatching your order.

Import VAT, customs duties, clearance fees or local taxes are the buyer’s responsibility.

If customs charges are not paid and the parcel is returned to us, we reserve the right to deduct return shipping and any fees incurred from your refund.

We recommend checking with your local customs authority before ordering.

RETURNS POLICY (UK Consumer Law Compliant)

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.

You then have a further 14 days to return the items to us.

To Qualify for a Refund:

  • Items must be unused, unopened and in original packaging

  • Products must be in re-saleable condition

  • The full contents must be returned

  • Lights returned without original tags attached will be considered used and may not qualify for a full refund.

We may reduce your refund if the product shows signs of use or damage.

Non-Refundable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Opened or used products

  • Masks and filters

  • Liquid products including adhesives, cleansers, removers, superbonders and accelerators

These products are exempt from cancellation rights under UK hygiene and sealed goods regulations.

Adhesive & Liquid Issues

If you experience issues with adhesives or liquid products, you must contact us within 14 days of receiving your order, so we can investigate.

After this time, we may be unable to assist.

Faulty or Damaged Items

If your item is faulty, damaged, or not as described:

  • Please notify us within 30 days of receipt

  • We may request photos or return of the item for inspection

  • If confirmed faulty, we will offer a replacement, repair, or refund (including standard delivery costs)

We are not responsible for damage caused by misuse, accidental damage, or incorrect storage.

Return Shipping

  • Customers are responsible for return postage unless the item is faulty or incorrect.

  • We strongly recommend using a tracked or recorded service, as we are not responsible for items lost in transit.

  • Original shipping costs are non-refundable unless the item is faulty.

Refunds will be processed within 14 days of receiving the returned goods (or proof of return).

How to Return an Item

Please email support@lashheaven.co.uk before sending any return.

Include:

  • Order number

  • Full name

  • Contact details

  • Reason for return

Send returns to:

Lash Heaven
116 Victoria Road
Ruislip
Middlesex
HA4 0AL
United Kingdom


Please email: support@lashheaven.co.uk prior to returning any packages.