RETURNS
AMENDMENTS & CANCELLATIONS
Amendments/Cancellation Before Dispatch
If you wish to amend or cancel your order, please contact us as soon as possible after placing your order. You can reach us by emailing customersupport@lashart.com or by returning the cancellation form received with your order confirmation.
Amendments/Cancellation After Dispatch
If your order has already been dispatched, it will not be possible to amend it. Please contact our team to discuss the next steps. As our orders are dispatched on the same day, please contact us as soon as possible.
If your order has been dispatched before the cancellation request has been received, the following procedures apply:
When you receive your order, as per 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. Please see our returns policy below to start your return.
GENERAL RETURN
Notify Us
We endeavour to provide complete customer satisfaction and hope you love our products. If you wish to return any item for any reason, please contact our Customer Support team. You can reach our team by emailing customersupport@lashart.com to discuss any specifics and receive further instructions on your return. Please note that failing to do so may result in a return not being accepted.
Have Changed Your Mind?
You may return any unwanted and unused items in their original packaging within 14 days of receiving the item(s). We will not exchange or refund any item which has been used or is not in the exact condition in which we dispatched it. You will be responsible for the cost of returning the goods to us (we recommend using a signed postal service). There will be no refund of the cost of returning the goods. Any gifts associated with an item must be returned at the same time. Please return them to the address given on our website along with a note of your order number, full name, and the reason for return. LashArt will not be liable for any loss or damage incurred as a result of the use of any chosen shipping service.
Refunds & Exchanges
Returned items can be refunded or exchanged for an alternative item of the same value. In the unusual event that an item breaks or no longer works within a warranty period, the 14-day return window will be extended. Refunds will be made to the original charged account within 7 days of receipt of the returned goods. Please note, that if you are sending back an item due to a change of mind, the original cost of postage will not be refunded.
Damaged Items
If your product has been damaged in transit, is faulty or missing products, please contact us by e-mail within 5 working days of the order date to arrange a replacement or a refund and to arrange the return of the faulty items.
International Returns
If you have authorised for an order to be returned and a cost for this is incurred from the courier service, this cost will be deducted from your order total when being refunded for the return of the order. If an order is returned due to Customs fees not being paid, return costs by the courier will also be deducted from the total refund amount. You will also not receive a refund for the original delivery cost.
REPORT A PROBLEM
In the unusual circumstances of receiving a faulty item, please contact us as soon as possible after receiving your order for a replacement or a refund and to arrange the return of the faulty item. You can easily reach us by any of the contact channels on our CONTACT US page.
We take all reports of quality issues seriously and make them our top priority! We thoroughly investigate all aspects of the report to enable us to get to the root of the problem and prevent it from happening again. We welcome any quality reports regardless of the time between ordering and finding a fault, as we want to ensure all our products are of the highest possible quality. At LashArt we record all reports of faults, suggestions for change, and product ideas so that we can continually improve and provide you with world-class quality products. We use this record to improve and alter products and may invite anyone who has reported an issue to participate in future testing of relevant product changes!
We will always try our best to solve any quality reports and will work with you to find a suitable solution. please see below our common investigation processes for our product ranges.
Faulty Tweezers
All LashArt tweezers are hand-crafted with delicate tips which could be easily broken if not handled with care. If you suspect your tweezer has been damaged during the shipment or faulty, please contact us ASAP after receiving it. We require a photo of the faulty tweezers (clearly showing the fault), or you could return the tweezers for inspection.
Faulty Adhesives
If adhesives are believed to be faulty, they must be returned for testing so we can carry on a full investigation. Please be aware that testing of a product’s quality and receiving the results is often a 4-5 working day process. LashArt will not accept responsibility for any loss of lashes or irritation to clients, see our PATCH TEST page.
Faulty Lashes
If you believe a tray to be faulty you will be required to return the tray to LashArt so we can carry on a full investigation. LashArt will then test the lashes and send a video of the result. In cases where the fault is visible, please send over a photo/video showing the problem, then peel off the back label to reveal the manufacturer identification code.
Important Notice: Easy Fan lashes are made by adhering to several layers of volume lashes with a standard glue height of 1mm. LashArt uses a special non-drying glue on the bottom which activates the fan on pinching and will hold the shape of the fan perfectly. A small percentage of the lashes may be sticky due to the lashes being glued by hand, therefore the height of the glue may vary.
Electrical Products
All electrical products come with a manufacturer's 12-month warranty., If you have any issues during the warranty period, please reach out to our Customer Support who will be able to log the warranty details and arrange a replacement.
UNABLE TO DELIVER, DELAYED OR MISSING PARCELS
Delayed or Missing Parcels
If your parcel is delayed or not received, please do not hesitate to contact our Customer Support. Deliveries can go missing for many reasons. More often than not, delayed/missing parcels usually turn up late at the correct address or they can be located and rerouted by our couriers! We follow a procedure to investigate all claims of delayed/missing parcels. Please reach out to us if you are unable to locate your parcel upon delivery or if it has not come within the expected shipping window. We will then review any tracking information and available GPS. We will work with you and the courier to locate the parcel or to determine if it is lost in transit.
Please Note: Orders will not be replaced or refunded without a declaration of ‘lost’ from our couriers.
Delivery Attempts and Failures
If you are not available 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.
If an attempt to deliver goods continues to fail through no fault of ours or the couriers (you are not in or have entered the wrong address etc.) and is subsequently returned to us, we will not refund for shipping, and the cost incurred to us for shipping, and the courier returning the goods will be deducted from any refunds. These conditions do not affect your statutory rights.