Terms & Conditions

Last updated: 1 Nov 2026

1. About us

This website is operated by Lashesby Victoria, a trading name of Victoria Dome, a sole trader.

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

The address above is our business address and the address for service of documents.

By placing an order through this website you agree to these Terms. Please read them before you order. These Terms are written in English and are governed by the law of England and Wales.

2. Who can order

You must be at least 18 years old and resident in the United Kingdom to place an order on this website.

Some products 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 to use it.

3. How a contract is formed

1. You place an order at checkout. This is an offer to buy, not an acceptance.
2. We send you an order confirmation email. This acknowledges that we have received your order, but does not accept it.
3. A contract between us is formed only when we send you a dispatch confirmation email.

If we cannot accept your order — for example because an item is out of stock, we cannot authorise your payment, or there has been a pricing or description error — we will let you know and refund any payment taken in full.

4. Our products

Descriptions. We take care to describe our products accurately. Product images are for illustration: lash length, curl and finish can appear different on screen and in different lighting, and packaging may change from time to time.

Product information. Each product page shows what the product is, how to use it, its ingredients where it is a cosmetic product, any precautions and warnings, and whether it is restricted to trained professionals. Please read our Product Safety & Ingredient Information page before ordering, especially if you have sensitive eyes or a history of reactions.

Patch testing. Where a product page or our guidance recommends a patch test, please carry one out before use, and before using the product on a client. Allow the time stated on the product page.

Intended use. Our products must be used only as directed, and only for their stated purpose. We cannot accept responsibility for harm caused by use that departs from the instructions and warnings supplied.

Claims. We describe our products in terms of their cosmetic function, finish and performance. We do not make medicinal claims, and nothing on this website should be read as a claim to treat, prevent or cure any condition, or to alter the growth or structure of your lashes in a medicinal sense.

5. Price and payment

• All prices are shown in pounds sterling (GBP) and include VAT where applicable.
• The price shown on the product page is the price you pay. Delivery is free on all UK orders — there are no delivery charges, surcharges, handling fees or payment-method fees added at any stage.
• We accept Visa, Mastercard, Maestro, American Express, Apple Pay and Google Pay, processed securely by Stripe.
• Payment is taken when you place your order. Your card details are handled by Stripe and are not stored by us.
• If a product is listed at an incorrect price because of an obvious error, we are not obliged to supply it at that price. We will contact you before dispatch to ask whether you wish to continue at the correct price or cancel for a full refund.

Where we display a reference or "was" price, it reflects a price at which the product was genuinely offered for sale. We do not use false or inflated reference prices, artificial countdown timers, or fake scarcity or urgency claims.

6. Delivery

Our Delivery & Shipping Policy forms part of these Terms and sets out where we deliver and how long it takes. Delivery within the UK is free of charge on every order.

7. Cancellation, returns and refunds

Our Returns & Refunds Policy forms part of these Terms. It sets out your statutory 14-day right to cancel, our extended 30-day change-of-mind policy for unopened items, the hygiene exclusions that apply once a product has been opened, and your rights if goods arrive faulty, damaged, out of date or incorrect.

Nothing in these Terms limits or excludes your legal rights as a consumer.

8. Adverse reactions

If a product causes irritation, swelling, pain or any change to your vision, stop using it immediately and seek medical advice. Please then tell us, so that we can refund you and meet our product-safety duties. Our Returns & Refunds Policy explains how.

9. Our liability to you

We are responsible for loss and damage you suffer that is a foreseeable result of our breaking these Terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

Where you buy from us as a consumer, we supply our products for domestic and private use, and we are not liable for loss of profit, loss of business, business interruption, or loss of business opportunity.

Where you buy from us in the course of a business, including as a lash professional, you are responsible for your own training, insurance, client consultation, patch testing and record-keeping, and for the services you provide to your own clients.

We do not in any way exclude or limit our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• any breach of your statutory rights under the Consumer Rights Act 2015;
• defective products under the Consumer Protection Act 1987;
• any breach of our duties under cosmetic product safety law; or
• anything else where it would be unlawful for us to do so.

10. Events outside our control

We are not liable for delays or failures in performance caused by events outside our reasonable control, including courier failures, extreme weather, industrial action, or disruption to supply. If such an event occurs we will contact you as soon as possible. If the delay is substantial you may cancel your order and receive a full refund.

11. Intellectual property

All content on this website — including text, photography, artwork, logos and site design — belongs to Lashesby Victoria or its licensors and is protected by copyright, trade mark and design rights. You may not reproduce, distribute or use it commercially without our written permission.

12. Acceptable use of the website

You may use this website only for lawful purposes. You must not knowingly introduce malicious code, attempt to gain unauthorised access to the site or its servers, or extract our content in bulk by automated means.

13. Complaints and dispute resolution

If you have a complaint, please email contact@lashesbyvictoria.co.uk. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 working days.

We are not currently a member of an Alternative Dispute Resolution (ADR) scheme and do not commit to using one. If we are unable to resolve your complaint, you can obtain free, independent advice from Citizens Advice on 0808 223 1133, or take the matter to court.

Concerns about product safety can also be raised with the trading standards team at Plymouth City Council.

14. Changes to these Terms

We may update these Terms from time to time. The version in force at the time you place your order is the version that applies to your purchase.

15. Governing law and jurisdiction

These Terms are governed by the law of England and Wales, and disputes may be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.