Below are some of the questions that we're asked on a regular basis. Please check the list below to see if your question is there, if not, place contact us right away via telephone or email - we'll be glad to assist you with your query!
Q. How do I use my product?
A. Please read the instructions printed on your item's packaging, or enclosed with your item. If you cannot find the instructions, or you require further assistance, please email or call us and we'll be happy to hep you.
Q. How can I contact you?
A. You can contact us by telephone or email. The 0800 number at the top right of your screen is free to call from UK land lines (charges vary from mobile phones). Alternatively you can email us via our contact page. We respond to all inquiries as fast as we can.
Q. What are your opening hours?
A. We're open from 9AM until 3PM Monday to Friday (excluding bank holidays).
Q. How can I order?
A. We accept orders via our website only. We are unable to take orders over the telephone, our office is not open to the public.
Q. How does the order process work?
A. Simply browse our website and add any products you'd like to purchase to your basket. Once you've finished browsing click on your cart then click "checkout". You should then follow the on-screen instructions and enter information requested such as your postal address.
Q. Do you take telephone orders?
A. Sorry, we're unable to take orders over the telephone. We can however assist you with the checkout process on our website via the telephone if you get stuck.
Q. What currencies do you accept?
A. We accept GBP only - all prices quoted on our website are in GBP.
Q. Can I get a VAT invoice?
A. Yes, a VAT invoice is included with all orders as standard. If for any reason you cannot locate the VAT invoice, or if you'd like a copy invoice, please contact us and we will email one to you.
Q. When will my order be posted?
A. If you order before 2PM Monday to Friday, your order will be posted the same day. If you order after 2PM Monday to Friday, your order will be posted on the next working day. Payment for your order must be cleared before 2PM otherwise your order will not be posted.
Q. How long do orders take to arrive?
A. We use different Royal Mail services but typically items will arrive within 48 hours of being dispatched. If your order has not arrived within 21 days, please contact us so that we can assist you and resolve the problem.
Q. Where do you post to?
A. We post to customers across the UK and Europe. First Class postage is free for customers in the UK. Customers residing outside of the UK, but in Europe, receive FREE Airmail delivery on orders over £15. Orders under £15 will incur a flat rate of £2 for postage. For more information about our FREE shipping policies, please see our Delivery Page.
Q. Do you offer refunds?
A. Yes we do. If your item arrives and you decide you'd like to return it, please contact us within 30 days to arrange a return (the item must be returned sealed and unused). We also offer refunds for items that arrive faulty or not as described. For clarification of our refund and return policy, please read our terms and conditions page here.
Q. Who pays for return postage?
A. If you no longer require the item or change your mind, you will be liable to cover the cost of return postage. If the incorrect item is dispatched to you, or the item arrives damaged, we will reimburse your return postage costs. For clarification of our refund and return policy, please read our terms and conditions page here.
Q. Are your products authentic?
A. Yes. Every single product that we stock is 100% authentic - we do not stock counterfeit or imitation products (ever). As you're probably aware there are a lot of fake items floating around in the world of false lashes. With that in mind you should be very careful when buying online. All stock we hold can be traced back to the official supplier or distributor. We only source directly from brands or their official wholesale distributors. You can buy with complete confidence when you purchase on our website. If you'd like to discuss this area in further detail or seek confirmation from our suppliers that we stock only 100% genuine products, please feel free to contact us - we'll be happy to help you.
Q. Why is the packaging on the item(s) I've received different to the picture(s) on your website?
A. The brands we work with are constantly updating their packaging (Ardell especially). Whilst we make every effort to ensure product pictures on our website are identical to the item you receive, occasionally packaging may vary. The actual product itself is identical - it's just the packaging that's slightly different. If you'd like to discuss this further please contact us right away - we'll be happy to assist you.
Q. Why is the packaging on the Red Cherry lashes I've received different to packaging I've received in the past?
A. Red Cherry recently started using a new, updated logo, they're currently in the process of rolling out the logo onto all of their packaging. If you receive lashes with a different logo to the logo here on our website, rest assured you've received a 100% genuine Red Cherry product (we purchase all lashes directly from Red Cherry, so we can guarantee they're 100% genuine). As and when the packaging for the whole range has been completely updated by Red Cherry, we'll change the Red Cherry images and logos displayed here on our website. If you wish to discuss this further please email or call us - we'll be glad to assist you.