Shipping policy
We know you want to get your Love And Lashes order in your hands as quickly as possible. Below you'll find everything you need to know about dispatch, delivery, tracking, collections and international orders.
Dispatch Times
Orders placed before 1pm Monday-Friday will usually be dispatched the same working day.
Orders placed after 1pm, at weekends or on UK bank holidays will usually be dispatched the next working day.
While we always aim to dispatch orders within these timeframes, dispatch times are estimates rather than guarantees and may occasionally be affected by circumstances outside our normal operations.
During launches, sales and exceptionally busy periods, dispatch may take a little longer. If we're experiencing significant delays, we'll let you know.
Please remember that delivery estimates begin from the date your order is dispatched, not the date your order is placed.
UK Delivery
We currently offer the following UK delivery options:
Royal Mail Tracked 48 - £2.99
Usually delivered within 2-3 working days after dispatch.
Royal Mail Tracked 24 - £3.99
Usually delivered the next working day after dispatch.
FREE UK DELIVERY ON ORDERS OVER £50
Qualifying orders will usually be sent using Royal Mail Tracked 48.
The £50 free delivery threshold is calculated after any discounts have been applied and before delivery charges.
Royal Mail Tracked 24 and Tracked 48 delivery times are estimates and are not guaranteed services. Occasionally, circumstances outside our control may cause delays after your order has been dispatched.
Tracking Your Order
Where tracking is available, you'll receive your tracking information once your order has been dispatched.
Please allow a little time for tracking information to update after your parcel has entered the Royal Mail network.
Delayed or Missing Orders
If your order hasn't arrived within the expected delivery timeframe, please check your tracking information first.
If your tracking hasn't updated or you're concerned that your parcel may be delayed or missing, please contact us via WhatsApp with your order number and we'll look into it for you.
Please remember that delivery timeframes are estimates and occasional delays can occur.
Royal Mail does not consider Tracked 24 or Tracked 48 parcels eligible for a loss claim until at least 7 working days have passed from the expected delivery date. We may therefore need to allow this period to pass and complete the appropriate investigation before a parcel can be confirmed as lost.
If your parcel is confirmed as lost, we'll arrange an appropriate resolution for you.
International Delivery
We ship internationally to selected destinations.
Available international delivery options and prices will be calculated and displayed at checkout based on your delivery destination.
International delivery times vary depending on the destination and delivery service selected. Any delivery estimate provided at checkout is an estimate rather than a guarantee.
Please be aware that international orders may also be delayed by customs procedures in the destination country, which are outside the control of Love And Lashes.
International Customs & Import Charges
International orders may be subject to customs duties, import VAT or taxes, and handling or clearance fees when they arrive in the destination country.
These charges are not included in the price paid to Love And Lashes and, where applicable, are the responsibility of the customer.
Customs charges and import rules vary between countries, so we recommend checking the requirements for your destination before placing your order.
Love And Lashes does not control these charges and cannot predict how much they may be.
Refused Customs Charges
If an international order is returned to us because customs duties, import taxes or other applicable charges have not been paid, we can refund eligible products once the parcel has been returned to us and inspected.
Original delivery charges will not be refunded, and any return-to-sender charges or other costs incurred as a result of the parcel being returned may be deducted from the refund where legally permitted.
This does not affect your statutory rights.
Collection & Local Courier Collection
If you'd prefer to collect your order, please contact us via WhatsApp before placing your order to check availability and arrange a collection time slot.
You may also arrange for your order to be collected by Uber or another local courier service. Please contact us via WhatsApp before placing your order so we can confirm availability and arrange a suitable collection time.
Once your order has been packed and is ready for collection, we'll let you know. Please do not book your Uber or courier until we have confirmed that your order is ready to be collected.
Once your courier has been booked, please send us the live tracking link as soon as possible so we can follow their journey and have your order ready to hand over when they arrive.
Any Uber or third-party courier must be arranged and paid for by the customer.
Once your order has been successfully handed over to a courier arranged by you, responsibility for the delivery passes to you and your chosen courier, where permitted by law. Love And Lashes cannot accept responsibility for loss, damage, delays or failed delivery after the order has been successfully handed over to your nominated courier.
Incorrect or Incomplete Delivery Addresses
Please check your delivery address carefully before completing your order.
If you notice an error after placing your order, contact us via WhatsApp as soon as possible. If your order has not yet been dispatched, we'll do our best to update the address for you.
Once an order has been dispatched, we cannot guarantee that the delivery address can be changed.
If an order is returned to us because an incorrect or incomplete address was provided, we can arrange redelivery once the parcel has been returned to us. Additional delivery charges may apply.
If you choose not to have the order resent, eligible products can be refunded once they have been returned to us and inspected. Original delivery charges and any additional return costs may be deducted where legally permitted.
Returned to Sender
If a parcel is returned to us because delivery could not be completed, we'll contact you once we receive it back.
Depending on the reason for the return, we can either arrange redelivery, which may require an additional delivery charge, or refund eligible products once they have been returned and inspected.
Any original delivery charges or additional costs incurred as a result of the return may be non-refundable or deducted from the refund where legally permitted.
Need Help With Your Delivery?
If you have any questions about your order, tracking or delivery, the quickest way to reach us is via WhatsApp.
Please have your order number ready so we can help you as quickly as possible.