Shipping policy

Orders for your Best natural looking false eyelashes are dispatched as quickly as possible, usually within the first 1/2 working days of receiving your order. Although, please bear in mind that this is not guaranteed & during busy periods dispatch times can be 3/5 working days.

Any orders placed on weekends or holidays will be processed and shipped the next available business day.

The estimated delivery time is from your dispatch date, not from order date.

You will receive a confirmation email once your order has been fulfilled with your tracking number. (Please check your junk mail)

Please note, It is your responsibility to check your tracking status. The status is only updated when your parcel is received at the post office & then when your parcel is delivered.

IF YOU NEED TO MAKE AN URGENT CHANGE TO YOUR ORDER BEFORE SHIPPING!

Please message on the website chat - the speech bubble at the bottom of the page on your mobile or the Chat tab on your computer)

This will be attached to your order & will be seen before shipping.

Emails are checked daily & could be missed as orders are often shipped before an email is seen .

UK Shipping

We ship all letterbox friendly parcels via Royal Mail 1st Class signed for & small parcels via EVRi (formally known as My Hermes) As a flat fee of £2.99
You must spend over £45 after any discount to qualify for free delivery.
Royal Mail & EVRi estimates to deliver within 2-5 working days once dispatched from us
In the event of a delay. Please allow a few extra days, as there is nothing we can do once the parcel is with the courier.
*DISCLAIMER* If you request the parcel to be sent 'not signed for' you will forfeit the postage insurance. We are happy to oblige if you leave a note to request this. Shipping fee is the same & we can't be held responsible for any missing parcels as using 'signed for' post protects the sender & receiver.

International shipping & Customs

We ship to countries within Europe
We ship via Royal Mail International Tracked. As a flat fee of £9.99
You must spend over £70 after any discount to qualify for free delivery.
They aim to deliver within 3-5 working days once dispatched from us
Please allow up to 3 weeks for delivery before contacting us about your order. Lovonlash can not be held liable for delays in international shipping which is beyond our control.
NOTE: Delivery times are guidelines only and that we are not responsible for delays or charges due to the customs in your country.
Customs and import taxes Buyers are responsible for any customs and import taxes that may apply. We're not responsible for delays due to customs.

WE DO NOT SHIP TO THE USA

Incorrect customer information

We are not responsible for any orders which have gone missing or been damaged due to the customer adding the incorrect address details on at check out.

If you did not contact us to amend prior to shipping within a reasonable time, this is something we are not responsible for.

You will have to wait until the package has been returned to us. At this time the order will be refunded & a new order will need to be placed to cover further shipping costs.

Returns and refunds - products

UNFORTUNATELY DUE TO HYGIENE REASONS OUR LASHES & GLUES ARE NON-REFUNDABLE UNLESS THE PRODUCT IS DEFECTIVE OR THE INCORRECT PRODUCT HAS BEEN DESPATCHED

Due to the fact that the lashes are handmade there may be slight differences, in look, curl & reusability although not very noticeable. This is not a fault, it is the nature of the product

Returns and exchanges: Contact us within 3 days of delivery and ship items back to us within 14 days of delivery
Cancellations: please message immediately with cancellation request as we try to ship as speedy as possibly for you.
Refunds will be processed upon receipt of return.
If a parcel is returned to Lovonlash due to failed delivery attempt, the order will be refunded & a new order will need to be placed to cover new shipping costs.

Lovonlash follows the UK Government legislation of Consumer Protection (Distance Selling) regulations.

WE WILL NOT ACCEPT RETURNS OUTSIDE OF THIS PERIOD.

Conditions of return of products

Buyers are responsible for return shipping costs.

Goods returned in an un-saleable condition, i.e. worn/soiled/cut visibly used will not be accepted and returned immediately to sender.

If the item is not returned in its original condition, the buyer is responsible for any loss in value.

We recommend sending recorded or tracked for proof of delivery incase the parcel doesn’t arrive.

We regret that we cannot be held responsible for returned goods lost in the post.

RETURN ADDRESS:

Lovonlash

Cwm Ffrwd Ddu

Black Brook Rd

Caerphilly

CF83 1NF

Orders not received

It doesn’t happen often but sometimes a parcel can be delayed & it is completely out of our hands. Royal Mail will not admit a parcel is lost until 10 working days have passed so we are unable to replace missing items until this time has passed

UK - If you have not received your order within 7 business/working days please contact us with your full name, order number & address or follow the procedure outlined below if you want to get the ball rolling. royal mail aim to find the missing parcel in 72 hours.
International - If you have not received your order within 15 business/working days please contact us
NOTE: Delivery times are guidelines only and that we are not responsible for delays caused by Royal Mail & international counterparts.
Please allow up to 48 hours for us to respond to your query.
Claims for loss must be made within 80 calendar days of the date of posting, or no claim will be entertained. Lovonlash has no legal liability for any loss, if at the time of the claim, 80 days has expired from the date of posting. Lovonlash advises customers to claim as soon as possible after an event has occurred to enable enquiries to be made promptly.

Item not received procedure

You can start the ball rolling yourself with the following procedure or contact us after 7 days & we will start the following procedure to hopefully locate the missing parcel.

Contact Royal Mail & get a complaint ref number :

Royal Mail Customer Services

To make a complaint call 03457 740740 or complete the dedicated form, tap this link.

I'm a personal customer, how do I make a complaint? - Royal ...

https://personal.help.royalmail.com

Once a parcel has been missing for 10 working days, Royal Mail will accept the Parcel is lost & allow a claim - at this point we will refund or resend your order.

Once you file a complaint through the above number or link & Royal Mail will attempt to relocate & redeliver the parcel to you the customer within 72 working hours.

If you still haven’t received the parcel in this time then contact us with your complaint ref number.

A missing parcel can be so stressful, especially when you need your lashes urgently.

It’s unfortunate that once the parcel has been handed over to Royal Mail it is completely out of our hands & the above instructions is the only way to deal with a missing parcel. Unfortunately this means waiting at least 10 working days before Royal Mail will accept a lost parcel claim which is needed in order to re issue your parcel.

If you need your lashes urgently I would suggest following the above process & placing a new order.

If the old order turns up then you can return for a refund or if Royal Mail confirms the parcel is lost then we will be able to process the refund.

Clair x