REFUND POLICY

If your delivery has been damaged in transit, is faulty, missing products, or if you have received the wrong products in error, please complete our 'Order Returns Slip'. You can find this slip at the back of the LashLoop leaflet included in your order. Return the completed slip within 14 days of receiving your order to arrange either a replacement or a refund, along with the return of the faulty item by second-class post.

For items such as adhesive, they must first be returned for testing before any refund is issued. If the product is found to be faulty, a full refund will be processed. In such cases, we will also refund the postage cost of returning the item, and any replacement will be sent with no additional postage and packaging charges.

If the product is deemed to be in good condition, you can choose to have the product returned to you or accept a credit minus restocking and administration fees. Please note that testing a product's quality and receiving the results typically takes 2-3 weeks. If you are unavailable to receive your order and it is returned to us, your payment will be refunded minus any shipping charges already paid and any costs incurred in returning the package to us.

For electrical items, we offer a 1-year warranty from the receipt of the product. To claim under warranty, you must return the product to us for testing and repair. If the product cannot be repaired, a like-for-like replacement will be sent. Replacements cannot be sent until the original electrical item has been returned and tested.

Please note that we do not accept returns on products in our Outlet or Clearance Category unless the items have been damaged in transit.

Cancellation of Orders

Except during the busiest times of the year, such as Christmas and Black Friday, orders are typically dispatched on the same working day they are received by us. Once your order is placed, we immediately begin the picking, packing, and dispatching process. Therefore, once you have placed your order, you cannot cancel it, make changes, or add any extra items.

If you change your mind, you can still cancel AFTER your order has been sent, or after receiving the goods, the following procedures apply:

According to the EU Distance Selling Directive, you have a "cooling-off period" of 14 days to return the ordered products if you have changed your mind and wish to cancel. The goods must be returned unused, unopened, and in the same condition as they were originally dispatched from LashLoop. We will not accept for exchange or refund any item which has been used or is not in the exact condition in which it was dispatched by us, even if the products were sent in error.

To return an item, please complete our 'Order Returns Slip', found at the back of the LashLoop leaflet included in your order. You are responsible for the cost of returning the goods to us (we recommend you obtain Proof of Posting). There will be no refund of the cost of returning the goods or for the original shipping fee paid from the order that is being returned. Any free gifts associated with an item must be returned at the same time. Please return the completed return slip along with the items to the address at the bottom of the page. Refunds will be made to the original charged account within 7 days of receipt of the returned goods. Please note: LashLoop cannot accept returns for opened/used LashLoop Beauty Products.

If multiple attempts to deliver goods fail through no fault of the couriers (e.g., you are not in or have provided the wrong address), and the goods are subsequently returned to us, we will not refund for shipping. Additionally, the cost incurred by us for the courier returning the goods will be deducted from any refunds. If the goods are to be sent out again, a shipping charge will apply.

Regulations state that for orders over £42, customers have:

  • 14 days after item received to cancel.
  • 14 days to return after notifying desire to cancel.
  • 14 days to receive a refund after the item is received by the seller.
  • 30 days to notify non-receipt of delivery.

These conditions do not affect your statutory rights.