Deliveries & Returns
We are open between 9am to 5pm on weekdays and 10am to 11.30am on Saturday. CLOSED on Sunday.
Orders placed on a week day BEFORE 4pm will be shipped on the same day (this includes NEXT DAY orders). Orders placed after 4pm will be shipped the next working day. On weekends and bank holidays, orders will be dispatched the NEXT working day
BUSINESS AS USUAL
We currently use Royal Mail and EVRI for UK. We have an EU warehouse, where we ship orders to EU and also international countries.
All UK deliveries are sent with Royal Mail 24 (RM 24), which is NOT a "tracked" service. Royal Mail aims is 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.
Please wait at least 10 working days before contacting Lash Heaven for delayed orders.
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
Lash Heaven only takes responsibility for shipping the product. Any import costs, such as VAT, duties, and clearing fees are on the buyer's responsibility. 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.
Please note that orders that 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. Please check your own country postal service for customs, fees and taxes.
*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: firstname.lastname@example.org prior to returning any packages.