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Refund policy

Returns & Refunds Policy

We want you to be completely happy with your order. If something isn't right, we're here to help.

Please contact us at contact@lashesbyvictoria.co.uk before returning any item. Returns sent without prior contact may delay your refund.

1. Your statutory right to cancel (14 days)

If you are a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the legal right to cancel your order without giving any reason.

Cancellation period. You have 14 days from the day you (or someone you nominate) receive the goods. Where an order is delivered in several parts, the period runs from the day you receive the last item.

How to cancel. Email contact@lashesbyvictoria.co.uk with your name, address, order number and a clear statement that you are cancelling. You may use the model cancellation form at the end of this policy, but you do not have to.

Returning the goods. Send the goods back to us within 14 days of telling us you are cancelling.

Return postage. You pay the cost of returning the goods to us.

Your refund. We refund the full price you paid for the goods. Because we deliver free of charge, there is no outbound delivery charge to refund.

When you get it. Within 14 days of us receiving the goods back, or within 14 days of you providing proof that you have sent them, whichever is earlier.

Condition of the goods. You are free to examine the goods as you would in a shop. If you handle them beyond that and their value is reduced as a result, we may deduct that reduction from your refund.

Important: hygiene exclusions

Because our products are used on and around the eye, the law allows us to exclude certain items from this right once they have been opened. Please read section 4 before ordering.

2. Change of mind — our extended 30-day returns policy

In addition to your statutory rights above, and entirely voluntarily, we offer a longer returns window.

If you change your mind, we will give you a full refund within 30 days of purchase, provided that:

  • the item is unopened, with any seal, shrink-wrap or hygiene seal fully intact;
  • the item is unused and in its original condition and packaging, and still within any best-before or period-after-opening date; and
  • you pay the cost of return postage.

This 30-day policy is offered in addition to your legal rights. It does not replace, limit or affect your statutory 14-day cancellation right, your rights under the Consumer Rights Act 2015, or any other legal right you have as a consumer.

If you've opened it and it isn't working for you, talk to us anyway. Choosing the right curl, length, adhesive or remover is not obvious, and getting it wrong is easily done. Email contact@lashesbyvictoria.co.uk — we can't always refund an opened product, but we will help you find the right one.

3. Faulty, damaged, out-of-date or incorrect items

If your order arrives faulty, damaged, past its expiry or period-after-opening date, or is not what you ordered, you are entitled to:

  • a full refund; and
  • return costs covered by us — though for opened or contaminated products we will usually not ask you to send anything back at all. A photograph is normally enough.

Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods and receive a full refund within 30 days of receiving them. After 30 days and within the first six months, you may ask us for a repair or replacement; if that is not possible or does not resolve the problem, you can claim a price reduction or a refund.

Please email contact@lashesbyvictoria.co.uk with your order number, a photograph of the problem, and the batch number printed on the pack. The batch number also lets us check the issue against our own records.

If a product has caused a reaction

Stop using it immediately. If you experience irritation, swelling, pain or any change to your vision, seek medical advice — contact your GP, NHS 111, or in an emergency your nearest eye casualty or A&E.

Please then tell us at contact@lashesbyvictoria.co.uk with the product name and batch number. We will give you a full refund, and we are required to investigate and, where appropriate, report serious undesirable effects to the Office for Product Safety and Standards. Your report helps us do that.

Nothing in this policy affects your rights in relation to a product that is unsafe or not of the standard you are entitled to expect.

4. Items that cannot be returned once opened

The law allows us to exclude from the 14-day cancellation right, and from our 30-day policy, sealed goods which are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery. Because our products are applied on or near the eye, this applies to:

  • adhesives, removers, primers, cleansers, sealants and serums — any product in a bottle, tube or sachet, once opened or unsealed;
  • lashes and lash trays — once the tray or strip seal has been opened, or the lashes have been removed from the tray;
  • applicators, brushes, micro-swabs, pads and tweezers — once their hygiene packaging has been opened;
  • aftercare and cleansing items that come into direct contact with the eye area, once unsealed.

Also excluded:

  • items made to your specification or clearly personalised, including custom lash mixes and personalised kits;
  • gift cards.

This does not affect your rights if the goods are faulty, damaged, unsafe, out of date or not as described. You can always return those, opened or not — see section 3.

5. Professional and trade purchases

Some of the products we sell are intended for use by trained lash professionals only. Where a product page says so, by ordering it you confirm that you are appropriately trained and, where relevant, insured.

Please note that the statutory 14-day cancellation right applies to consumers. If you are buying in the course of a business, that right does not apply, although our 30-day policy for unopened items still does, and your rights in respect of faulty goods are unaffected.

6. How to return an item

  1. Email contact@lashesbyvictoria.co.uk first, before sending anything back.
  2. Package the item securely so it is not damaged in transit.
  3. Include a note inside the parcel with your order number, your name, and the reason for return.
  4. Send it to the return address below. We recommend using a tracked service and keeping your proof of postage — until the parcel reaches us it remains your responsibility.

Return address

Lashesby Victoria 101 Leatfield Drive Plymouth PL6 5EZ United Kingdom

7. Refunds

Refunds are issued to the original payment method. Once we have processed your refund, your bank or card issuer may take a further 3–5 working days to show the funds in your account.

We do not charge restocking, handling or administration fees on returns.

8. Model cancellation form

Complete and return this form only if you wish to withdraw from the contract.

To: Lashesby Victoria, 101 Leatfield Drive, Plymouth, PL6 5EZ, United Kingdom — contact@lashesbyvictoria.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on: Order number: Name of consumer(s): Address of consumer(s): Signature (only if this form is sent on paper): Date:

Contact

Lashesby Victoria 101 Leatfield Drive, Plymouth, PL6 5EZ, United Kingdom Email: contact@lashesbyvictoria.co.uk Phone: +44 7498 489464 Customer service hours: Monday to Friday, 9:00am – 4:00pm (excluding UK public holidays)

Lashesby Victoria is a trading name of Victoria Dome, a sole trader.