FAQs

DELIVERY

HAS MY ORDER BEEN DISPATCHED?

Please note deliveries may take a little longer during the COVID-19 pandemic. We ask you to allow 5 working days from when your order has been processed before contacting our Customer Services team.

When your order has been dispatched you will receive a dispatch confirmation email which will include your tracking number. If your order has been placed before 8pm it will have been collected by the courier sometime during the same day, but your email may not be sent until later in the evening.

If you have not provided an email address, you can contact our Customer Services at customers@elegancelash.co.uk who will advise you of your tracking information.

If you have an account with us, you will be able to see the status of your order. If it still says dispatching, it may have already been collected by the courier, but the status may not change until the dispatch email is sent until later that day.

Our Customer Service Team can be reached via email at customers@elegancelash.co.uk

WHAT DELIVERY METHODS DO YOU USE?

If you selected our standard service (FREE on orders over £49), we aim to deliver your item within 2 working days from the date of purchase. Free delivery is a non-guaranteed service and although it usually takes 24 to 48hrs, it may take longer - Royal Mail state this can take as long as 10 working days, however we rarely experience this. If your order is over £100 then we will ship your item on the DPD Local Next Day Service FREE of charge.

If you would like to get your item even quicker, please select our Upgraded 24hr delivery service from just £4.99 on your order which will be shipped by Hermes Next Day Service.

Both delivery services offer exceptional value for money, and we're very proud of the speed of delivery our customers experience.

All orders must be made by 4pm to ensure dispatch that day. This is to ensure they are picked and packaged in time for our courier pick-ups in the afternoon.

GENERAL INFORMATION

How do I know you’ve received my order?

Once you’ve placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you. Once our warehouse team have processed your order, you will receive a second email to let you know that your order is on its way to you.

I want to stock Elegance Lashes

We work with a select number of wholesalers but please if you like to enquire if Elegance could be stocked with you please email wholesale@elegancelashes.co.uk

Looking after your items

Handle your lashes with care 🙂 Carefully peel them from your lash line and then we recommend with tweezers to gently peel any glue which is visible from the lash band. Place them to bed in your lash tray/box to keep them safe until you are ready to use them next. Remember looked after lashes can be used up to 20 times.

RETURNS

Due to the nature of our product and for hygiene reasons we DO NOT offer refunds/exchanges on items simply unwanted/change of mind. If you receive an item damaged or faulty we will of course exchange or refund this for you. If you receive a damaged/faulty item you must notify us in 7 days.

Please note; Our lashes are handmade with love, therefore each one can be slightly different; this would only be minor though. Please note this is not a fault but part of the unique lash assignment of individual hair by our employees.

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.; We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Exchanges (if applicable)

We only replace items if they are defective or damaged. if you’ve received a item that’s incorrect please send us an email at customers@elegancelash.co.uk

OPENING HOURS

What are your opening hours?

Monday – Friday 9-5pm