Deliveries & Returns
***COVID19 SERVICE UPDATE***
Due to COVID-19 restrictions, please note that Royal Mail will not able to guarantee their delivery service as usual. For this reason, if you do not receive your parcel within the usual promised delivery time, you will NOT be able to make a claim for it. We will need to wait at least 15 working days and be patient while we will do what we can while tracing your order with Royal Mail's 'claims department'.
In these difficult times, we hope you would understand this is out of Lash Heaven’s control.
**We are operating under restricted business hours, from 12pm to 4pm. We ship your orders Monday to Friday, with orders placed before 3pm shipped on the same day. Orders placed after 3pm will be shipped the next working day.
We will offer "Next Day" delivery from Tuesday to Saturdays, but their service is not GUARANTEED during Covid-19. Please read here for Royal Mail's current delivery service.
Thank you for your patience during these difficult times.
BUSINESS AS USUAL (AFTER COVID19)
We ship parcels Monday to Saturday. Orders placed before 4pm on weekdays and before 10am on Saturdays are guaranteed to be shipped same day. Orders made after the deadline will be processed the next working day.
We currently use Royal Mail (tracked and signed where possible) for UK and International deliveries with exception of larger parcels where an alternative courier will be used.
All UK deliveries are sent with Royal Mail 24 (RM 24), with the aim to be delivered next working day. However, the delivery time can vary depending on Royal Mail processing time. Please check Royal Mail website here for more information.
International deliveries are sent "Tracked and Signed" unless the service is not available in the receivers country, we would then send it either "Tracked only" or "Signed only".
BREXIT & International Terms
Please note, we will be shipping all products as Delivered At Place (DAP) or delivered duty unpaid (DDU) as it’s sometimes is called. This term indicates that “Lash Heaven” only takes responsibility for shipping the product, and requires the customer to pay any import costs, such as VAT, duties, and clearing fees. This may create additional costs, delays or returned shipments. Therefore, if you are subject to Custom, Taxes or any other fees, these will not be liable to Lash Heaven. It is the buyers / recipients risk and responsibility to pay the incurred charges.
The latest BREXIT agreement means, orders under £135 will not be charged customs, taxes or VAT. Orders over this amount may be subject to additional duties and Taxes by the courier/postal company and products may not be released until it’s been paid. Please note, this is our of Lash Heaven’s control.
For more information, read here
|UK Shipment Options||Courier||Delivery Time*||Cost|
|In-store pick-up||Same day||FREE|
|Under £99.99||Royal Mail||1-4 Days||£4.99|
|Over £100||Royal Mail||1-4 Days||FREE|
|Next Day Guaranteed (M-F)||Royal Mail||Next Day (M-F)||£8.99-£19.99|
|Next Day Guaranteed (Sat)||Royal Mail||Next Day (S)||£11.99-£29.99|
|Light Equipment||Courier||2-5 Days||£19.99|
|Europe Shipment Options||Courier||Delivery Time*||Cost|
|Up to £99.99||Parcelforce||3-10 Days||£9.99|
|£300.00 and up||Parcelforce||3-10 Days||£21.99|
|Lights up to £499.99||Courier||3-10 Days||£24.99|
|Lights £500.00 and up||Courier||3-10 Days||£29.99|
|Rest of World Shipment||Courier||Delivery Time*||Cost|
|Up to £99.99||Parcelforce||5-21 Days||£12.99|
|£300-£399.99 and up||Parcelforce||5-21 Days||£25.99|
|£400.00 and up||Parcelforce||5-21 Days||£39.99|
|Light Equipment||Courier||5-21 Days||£29.99|
*Royal Mail is a third party, therefore we do not take responsibility of the delivery processing time or where someone has signed on your behalf, please check Royal Mail T&Cs.
All returns, exchanges and claims for goods damaged in transit must be made within 14 days of receiving your order.
For refunds and exchanges you must return the original item to us with the original packaging and in new condition. The contents and quantity of the product must be as originally sold.
Masks and filters are non-refundable or exchangeable due to hygiene reasons.
Products that are in liquid format such as Adhesives, Cleansers, Superbonder, Glu Stop, Removers and Accelerators are NON REFUNDABLE.
If you are experiencing issues with your glues/liquids, you must get in touch with us within 14 days so we are able to investigate. After this time, we are unable to look into these issues.
All returned goods must properly packed and sent by recorded delivery.
Please ensure that you include your order number, name and contact details (email and phone number, if possible) with your return in addition to a brief description about why you are returning the products.
Additionally, we are unable to offer refunds for the initial postage costs of your order unless the returned products are deemed faulty.
Refunds for cancelled and returned goods will be made as soon as possible and within 30 days of the notification of cancellation.
All faulty products must be reported to us within 30 days of receiving the item(s). Shipping costs will be on buyers expense, after a thorough inspections, if deemed faulty, we will get in touch with a resolution. If product has been damaged from negligence, drop, or breaking during transit. Lash Heaven will not be held responsible for the damages and any goods to be returned to buyer will be at buyers expense.
116 Victoria Road
Please email: email@example.com prior to returning any packages.