.
Should I Receive a Confirmation Email Once I Have Place an Order?
As soon as you place your order with us you will receive a confirmation email. You will also receive an email from us when we have dispatched your item. That way you are kept fully up to date with the status of your order. You can also track your order by logging into our website at any time.
Can I Cancel or Change My Order? If your order has not yet been processed then you can cancel or change the order. If you do require any changes to be made to the order then it is strongly recommended that you contact us as soon as possible. That way we will be able to change your order as soon as possible without any additional charges.
What is Your Returns and Exchange Policy?
Our team of quality control staff really help to make sure that all products are of a high quality and in perfect condition when they are shipped. Once you receive your order it is advised that you check it over thoroughly to ensure that everything is as it should be. If for whatever reason you are not satisfied with your purchase then simply contact us within 7 days to return your purchase.
Please note for hygiene reasons any 'non faulty' returns must be unused and unopened to be eligible to be returned.
When sending back any products please ensure that they are sealed correctly and in their original packaging.
Please Note – We do not pay the shipping charges for items that are being returned. We will also not refund any lost packages that have been returned. If you send back an un-returnable item then you will not be compensated or have the product sent back to you. So when you are returning items please ensure that they are returnable and that you use a secure and traceable sending method.
How long will it take to receive a Refund?
Once your returned package has reached us and we have inspected the products enclosed, we will send you a confirmation email telling you how much you will be refunded. You should expect to receive the refund within 3-5 business days. If you have paid with direct debit or through a credit card then you should also allow extra time for the money to go back into your account.
Will I Have to Pay Restocking Fees?
You will only be charged a restocking fee if your order reaches us after 30 days. If you send your item back within 30 days then you will not be charged anything.
What Should I Do If My Items Are Damaged When I Receive Them?
As soon as you receive your order you should check over all of the items. If you find any damage then contact us immediately. It is important to contact us no more than seven days after you have received your damaged goods.
When will my Order be shipped?
We guarantee to process & dispatch all of our orders within 24 hours from Monday-Friday. Generally shipping takes 2-3 business days within the United Kingdom and 3-5 business days to Ireland and Europe. So you should have your order with you within seven days maximum. It would be a good idea to wait up to 10 days for your order to arrive before you contact us.
Please note free UK shipping will be Royal Mail second class service. First class is avaliable at a supplement.
Do you Offer International Shipping?
We ship worldwide!!
Which Shipping Company do you Use?
We use Royal Mail for all deliveries.
Will All of My Items be shipped together?
Most of the time, all of the items in an order will be shipped together. However if you have a particularly large order then it may be necessary to ship them in two separate boxes. We will send the two or more boxes off together so technically you should still receive your order altogether.
Do You Ship to the United States & Canada?
YES!
PLEASE NOTE!!! All prices on our website are in GBP (Great British Pounds), to convert them to USD ($), please use this website: www.xe.com
All orders to US & Canada will be shipped within 24 hours and delivery usually takes around 7-14 days.
Our shipping rates to the US & Canada are fixed which makes them really easy to understand:
£2.95 for all orders
How Secure is Your Website?
Our website uses Secure Socket Layer encryption technology. This means that all information that you send through our website including your name, address and payment information is kept completely secure. This means that you do not have to worry about your information getting being intercepted online.
How will you Use my Contact Information?
Your contact information is only ever used by "Desirelashes". We will never sell on your details or even “rent” them to another company. Your email address is the main contact information we will use. We will send you confirmation emails as well as special promotions occasionally unless requested otherwise. Your phone number is used only to contact you if there is a problem with your order.
Please feel free to read through our entire privacy and security policy.
Any questions that you may have can be submitted to our customer service team. You can choose to:
* Use our Online Contact Form – On the “Contact Us” page you will find a contact form. We aim to respond to all forms submitted to us within 24 hours Monday to Friday.
* E-Mail Us – If you need any questions answered or if you have any suggestions for our team then feel free to email us on info@desirelashes.co.uk. Again we will aim to respond to your email within 24 hours Monday-Friday.
* Mail – If you would prefer to write to us then the address to use is:
Desirelashes
Unit 11, Festival Court,
Rosehill,
Sutton,
Surrey,
SM1 3TU
United Kingdom.
No matter how you choose to contact us, we will always get back to you ASAP!
