Return Policy

Contact Information for Returns
Love and Lashes
49 Shirley Road, Croydon, Surrey, CR0 7ER, England
Email: team@loveandlashes.co.uk

1. Returns for Damaged, Faulty, or Incorrect Items

  • If your order arrives damaged, faulty, missing items, or contains incorrect products, please complete our Order Returns Slip (found on the back of the Love and Lashes leaflet included in your order) and return the item within 14 days of receiving your order.
  • Once we receive the returned items, we will arrange a replacement or process a refund.
  • Return items via second-class post, and if approved, postage costs will be refunded.

2. Returns for Adhesive Products

  • Adhesive items must first be returned for testing before any refund is issued. If deemed faulty, we’ll provide a full refund, including return postage.
  • If the adhesive product passes quality testing, you may choose to have the item returned or receive store credit (minus restocking and admin fees).
  • Testing results may take 2–3 weeks to complete.

3. Electrical Items Warranty

  • Electrical items are covered by a 1-year warranty from the date of receipt.
  • To claim warranty, return the item to us for testing. If the item cannot be repaired, we’ll send a like-for-like replacement.
  • Replacements are sent only after the original item is returned and tested.

4. Outlet and Clearance Items

  • Items in the Outlet or Clearance category are non-returnable unless damaged in transit.

Cancellation of Orders

Please note:
Orders are typically processed immediately upon placement, especially during peak periods such as Christmas and Black Friday, and cannot be modified or canceled after they’ve been placed.

If you wish to cancel after your order has been dispatched, you may return it within 14 days.

  • Cooling-Off Period: You have a 14-day cooling-off period (per the EU Distance Selling Directive) to return items if you change your mind.
    • Conditions: Items must be unused, unopened, and in their original condition.
    • Responsibility: You are responsible for return postage costs and should retain proof of posting.
    • Refund: Refunds (excluding original shipping fees) will be processed within 7 days of receiving the returned item.

Failed Delivery Attempts

  • If a delivery attempt fails due to incorrect address details or unavailability, we will deduct the cost of return shipping from any refund.
  • For re-delivery, standard shipping charges will apply.

Important Regulatory Timelines

  • 14 days after receiving an item to cancel the order.
  • 14 days to return items after notifying us of the cancellation.
  • 14 days for refunds after we receive the returned item.
  • 30 days to notify us of a non-receipt of delivery.

Note: This policy does not affect your statutory rights.