Refund policy
Return & Refund Policy
EU Customers - Right of Withdrawal
If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.
To exercise this right, contact us within 14 days of delivery at info@ladybuglashes.co.uk. You then have a further 14 days to return the item(s) to us.
We will issue a full refund, including the standard delivery charge, within 14 days of receiving the returned goods. Return shipping costs are your responsibility unless the item is faulty or incorrect. No postage, handling, or packaging fees will be deducted from your refund, regardless of the original order value or delivery method.
The following are exempt from the right of withdrawal:
- Hygiene or health protection goods (including adhesives, glues, primers, removers, sealants, lash lift liquids, and similar liquids) once the seal has been broken
- Bespoke, personalised, or made-to-order items (including Christmas Calendars and custom bundles)
- Goods that may deteriorate or expire rapidly
Faulty or defective goods: Your statutory rights under EU law apply for up to 2 years from delivery. Contact us at info@ladybuglashes.co.uk with photographic evidence.
All Other Customers (UK, USA & International)
We have a 14-day return policy. You have 14 days after receiving your item to request a return.
To be eligible, items must be unused, unopened, and in their original packaging. In-store purchases are sold as seen and are non-returnable.
To start a return, contact us at info@ladybuglashes.co.uk. Do not send items back without first requesting a return - unrequested returns will not be accepted.
Non-returnable items
Liquids, adhesives, glues, primers, removers, sealants, and similar products are non-returnable for hygiene and safety reasons. As these products are used in close-contact treatments and we cannot verify whether they have been opened, used, or contaminated once they have left us, we are unable to accept them back for change-of-mind returns.
Sale items and gift cards are non-returnable.
Bespoke & Limited-Edition Items (Including Christmas Calendars)
Bespoke, made-to-order, personalised, or limited-edition items are non-refundable and non-returnable. This includes Christmas Calendars, curated or pre-filled boxes, and custom bundles. These products are assembled or allocated specifically for your purchase and cannot be resold once committed.
Refunds or replacements will only be considered if the item arrives faulty or the incorrect item has been supplied. Any issues must be reported within 48 hours of delivery with clear photographic evidence.
Damages & Issues
Please inspect your order upon receipt and contact us immediately at info@ladybuglashes.co.uk if your item is defective, damaged, or incorrect.
Exchanges
The fastest way to exchange an item is to return it and place a separate order once the return is accepted.
Refunds
Once we receive and inspect your return, we'll notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank to process the payment.
If more than 15 business days have passed since your refund was approved, contact us at info@ladybuglashes.co.uk.
Shipping & Fees
Return shipping costs are the sender's responsibility. Original delivery charges are non-refundable unless the item is faulty, damaged, or incorrect.
For orders where free delivery was applied (UK, USA and international customers), the actual cost of outbound shipping will be deducted from your refund in the event of a return.
Duty and customs charges are non-refundable. If we incur duty or customs fees on a returned item, this will be deducted from your refund.