E🔁 Returns & Refund Policy
💜 We Want You to Love Your Lashes
At Lash Shack, we take hygiene, customer satisfaction, and product quality seriously. If something isn’t quite right with your order, please review our policy below to see how we can help.
🧼 General Policy
Due to the personal and hygienic nature of our eyelash products, we do not accept returns on opened, used, or tampered-with items.
for each product you will find an application and removal tutorial on our tiktok page to help you get the best results and avoid misuse. We have covered everything. For further assistance, please contact us via the contact us link at the top of the website or the email address found at the bottom of this page — we aim to respond within 48 hours.
⚠️ Important: For hygiene and eye safety, please inspect your order before opening the packaging. We cannot accept returns if the seal has been broken.
✅ Eligible Returns
We accept returns only for items that meet all the following criteria:
- The item is unopened, unused, and in its original condition
- It is returned within 14 days of the delivery date
- It includes original packaging and proof of purchase (e.g. order number, receipt)
- It is securely packaged for return to avoid damage in transit
We are not liable for damage that occurs due to improper return packaging.
🚚 Return Shipping
- You are responsible for return shipping costs, unless the product is faulty, damaged, or incorrect.
- We recommend using a trackable and insured shipping service — we are not responsible for lost return parcels.
- Return address will be provided upon approval of return request.
📦 Damaged or Defective Items
If your item arrives damaged, defective, or not what you ordered, please notify us within 7 days of receiving the package by emailing us with:
- Your order number
- Clear photos of the unopened item(s) and packaging
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Please ensure that at least 50% of the lashes remain unused if you believe they are faulty, so we can carry out testing once they are returned. If all lashes show signs of wear, we will be unable to test them and any refund request may be refused, even if return shipping has been paid.
After review, we’ll offer a replacement or a full refund, including shipping where applicable.
💳 Refund Process
- Once your return is received and inspected, we’ll notify you of the outcome.
- If approved, a refund will be issued to your original payment method within 5–10 business days.
- If your returned item is found not to be faulty after internal inspection/testing, the item will be returned to you (shipping fees apply).
- If a fault is confirmed, return shipping will be reimbursed.
❌ Exclusions
We reserve the right to refuse refunds or replacements under the following circumstances:
- The product has been opened, used, or tampered with
- The return is made without prior authorization
- The return is requested after the 14-day window
- The item was on sale or part of a clearance promotion (unless faulty)
📦 Lost or Missing Packages
If your order is marked as “Delivered” but hasn’t arrived:
- Double-check the shipping address provided at checkout
- Check with neighbours, building staff, or designated safe places
- Contact the courier directly with your tracking number
If still unresolved, contact us and we’ll do our best to help. However, we are not liable for lost or stolen parcels once delivery is confirmed by the carrier.
🧾 Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection laws.
📬 Contact Us
For return requests, questions, or assistance, contact our customer service team:
📧 enquiries@lashshackenquiries.com
📍 LASHSHACK LTD
20 Riverside, Dogflud Way
Farnham, Surrey
GU9 7UG
📃 Company Reg: 16679682
💼 VAT Number: 482 5699 42
Effective from: 01/05/2026