Due to the nature of our products and for hygiene reasons we do not accept returns unless they are unopened, untouched and in the original condition with packaging & seals they was received in within 14 days of receiving.
We do not offer a free returns service, therefore buyer would be in control of the return, we recommend to get a tracked service and send us the tracking information once sent.
Once a return request has been approved, the item(s) must be returned within 14 days of receiving your order.
Returns sent after this 14-day period may be refused and not eligible for a refund. In such cases, we reserve the right to return the item(s) back to the sender. The customer will be required to cover the return shipping cost before the item is dispatched back to them.
Once your order has been placed we are unable to process cancellations, address changes or make any amendments to your order.
To start a return, you can contact us at customercare@ilashuk.co.uk If your return is accepted, you will be in charge , as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at customercare@ilashuk.co.uk
DO YOU REFUND THE DELIVERY CHARGE?
Unfortunately we do not refund delivery charges on any orders.
InPost Locker - click and collect
Orders are held at the collection point for 3 days from the day they arrive before being returned to the retailer. You will receive SMS reminders from InPost before the parcel is returned. Please note - If a package is returned to the us because it wasn't collected in time, there will be an additional £3 charge deducted from your refund amount. The shipping costs will not be refunded.
Faulty or Damaged Items
We take great care in ensuring all iLash products arrive in perfect condition. However, if you experience any issues, please review the guidelines below:
Faulty or Incorrect Items (On Arrival)
If your lashes or products appear faulty, incorrect, or damaged upon first inspection, you must contact us within 48 hours of delivery. We may request images or videos to assess the issue before arranging a replacement.
Damaged Tools or Packaging
If your item arrives damaged (e.g. broken applicator, cracked tube), please notify us within 48 hours of delivery. Items must be unused and in original condition.
Adhesive (Bond & Seal / Glue)
Due to the nature of lash adhesives, performance can be affected by air exposure, storage conditions, and usage. Once opened, we recommend replacing your adhesive every 2-6 months with regular use, and no longer than 6 months maximum.
If you believe your adhesive is faulty, please contact us within 7 days of delivery with supporting images or videos. Claims made after this period may not be eligible for replacement.
Please note:
- Adhesive performance is not guaranteed if lashes are applied after skincare or makeup
- Exposure to air (through opening and closing) will naturally reduce product lifespan
- Improper storage or handling may affect performance
We reserve the right to assess all claims before issuing a replacement.
If something doesn’t feel right, always reach out, we’re here to help
Unfortunately, we cannot accept returns on sale items, mystery bags or gift cards.
Exchanges
We don not offer exchanges, The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, shipping is not refunded. Please remember it can take some time for your bank or credit card company to process and post the refund too.
InPost Locker - Please note - If a package is returned to the us because it wasn't collected in time, there will be an additional £3 charge deducted from your refund amount. The shipping costs will not be refunded.
