Delivery

Processing Time

Orders are processed within 1–2 business days of payment confirmation. Orders placed on weekends or UK public holidays are processed the next business day.

UK Delivery

Delivery costs are shown at checkout. Free standard delivery is available on qualifying orders.

EU & International Delivery

Delivery times are estimates. Delays may occur due to customs, peak periods, or courier disruption.

Customs, Duties & Taxes (International Orders)

Orders shipped outside the UK may be subject to import duties or taxes levied by the destination country. These charges are the customer's responsibility. We have no control over them and cannot predict their amount.

EU customers: For orders under €150, VAT may be collected at point of sale under EU IOSS rules. Where applicable, this will be shown at checkout.

Order Tracking

Where available, a tracking number will be emailed to you when your order is dispatched.

Lost or Delayed Orders

If your order has not arrived within the estimated timeframe, please contact us at support@lashheaven.co.uk. If an order is confirmed lost, we will send a replacement or issue a full refund.

Incorrect Address

Please ensure your delivery address is correct at checkout. We cannot accept responsibility for orders delivered to an incorrect address provided by the customer.

Returns & Refunds

Your Right to Cancel

As a consumer purchasing online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason (Consumer Contracts Regulations 2013).

To cancel, email support@lashheaven.co.uk with your order number before the 14-day period ends. You then have a further 14 days to return the goods.

Hygiene Exemption — Sealed Products

Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the right to cancel does not apply to goods sealed for health protection or hygiene reasons once the seal has been broken. This includes lash extensions, adhesives, eye pads, and similar products supplied in sealed packaging.

If the original seal is intact, these products may be returned under the standard 14-day cancellation right. Your rights for faulty or misdescribed goods are unaffected.

Condition of Returned Goods

Items must be returned:

• Unused and in original, undamaged packaging
• With all components and labelling intact
• Within 14 days of notifying us of your cancellation

We reserve the right to make a deduction for any diminished value if items are returned in an unsatisfactory condition.

Return Postage

Unless an item is faulty or was sent in error, the cost of return postage is the customer's responsibility. We recommend using a tracked service, as we cannot accept liability for items lost in return transit.

Refunds

Once returned goods are received and inspected, we will process your refund within 14 days to the original payment method. We will also refund the standard delivery charge from your original order (we are not required to refund upgraded delivery options).

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or is not what you ordered, please contact us within 30 days of receipt at support@lashheaven.co.uk with your order number and a photo of the issue.

• Within 30 days: you are entitled to a full refund or replacement at your choice
• After 30 days, within 6 months: we will offer a repair or replacement; if not possible, a refund (Consumer Rights Act 2015)

Return postage for faulty or incorrect items will be covered by us.

Non-Returnable Items

The following cannot be returned unless faulty:

• Sealed hygiene or health products where the seal has been broken
• Digital downloads
• Personalised or custom-made items

How to Return

1. Email support@lashheaven.co.uk with your order number and reason for return
2. We will confirm your return and provide the return address
3. Send your item via a tracked postal service
4. Once received and inspected, your refund will be processed within 14 days