Returns & Refunds

Our 30-day returns policy

If you change your mind, you can return eligible items within 30 days of delivery for a refund or exchange. Items must be unused, unopened and in their original sealed packaging.

Your statutory rights

Our returns policy is in addition to your legal rights as a consumer and does not affect them.

• Right to cancel: under the Consumer Contracts Regulations 2013, you can cancel your order within 14 days of receiving it, without giving a reason. You then have a further 14 days to send the items back.
• Faulty items: under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose and as described. If an item is faulty, you are entitled to a repair, replacement or refund, depending on the fault and when you report it.

Hygiene exception

For hygiene reasons, lashes and other eye products cannot be returned once they have been opened, unsealed or worn, unless they are faulty. The Consumer Contracts Regulations allow this exception for sealed goods that are not suitable for return once unsealed.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or not as described, please email us at london@laxilash.co.uk with your order number and a photo. We’ll arrange a replacement or refund and cover the cost of return postage.

An allergic reaction is not normally considered a fault. Please read the product instructions before use.

How to return an item

1. Email london@laxilash.co.uk within 30 days of delivery, with your order number and the item you’d like to return.
2. We’ll reply with the return address and instructions.
3. Pack the item securely in its original sealed packaging and send it back. We recommend a tracked service and keeping your proof of postage.

For change-of-mind returns, return postage is paid by you. For faulty or incorrect items, we cover it.

Refunds

When your return arrives, we’ll check it and email you to confirm. Your refund will be made to your original payment method within 14 days of us receiving the item, or proof that you have sent it back. Your bank may take a few more working days to show it.

If you cancel your whole order within the 14-day cancellation period, we’ll also refund the standard delivery charge you paid.

Exchanges

If you’d like a different style, let us know when you contact us. We’ll send your new item once your return has arrived.

Questions?

Customer support is available Monday to Friday, 9am–5pm (UK time), excluding UK bank holidays. Email london@laxilash.co.uk.