Refund policy

If your order has arrived damaged, is faulty, missing products, or you’ve received the wrong items in error, please contact hello@lashbase.co.uk within 14 days of receiving your order so we can arrange a replacement or refund.

You’re also welcome to return items if you’ve changed your mind, provided they are unused, in their original condition and packaging (including the cellophane wrapper). This means securely packaging your product(s) to prevent damage in transit. Please contact hello@lashbase.co.uk within 14 days of receiving your order before sending anything back, as some products are excluded from returns.

Once confirmed by our team, please return the items to the address below, enclosing a cover note with your name, order number, and reason for return.
We do not offer free returns, so you’ll be responsible for the return postage (we recommend obtaining Proof of Posting).

If you're requesting an exchange, a member of our team will contact you once we've received your returned item. We'll then arrange payment for any outstanding balance and coordinate the shipping of your replacement.

Upon receipt of your return, LashBase will carefully check the condition of the product(s). Refunds or exchanges will then be processed accordingly. Refunds will be made to the original payment method within 7 days of receiving the returned goods.

Please note: LashBase cannot accept returns for opened or used LashBase Beauty Products. Any free gifts associated with an item must also be returned.

For items such as adhesive, they must first be returned for testing before any refund is made. If the product is deemed to be faulty, a full refund will be processed. In such cases, we will refund the postage cost of returning the item and any replacement will be sent with no further P&P charge.

If the product is deemed "good", you can choose to have the product returned to you or accept a credit minus restocking and admin fees. Please be aware that testing a product's quality and receiving the results is often a 2-3 week process. If you are not available to receive your order and it is returned to us, your payment will be refunded minus any shipping charges already paid and any costs incurred in returning the package to us.

For Electrical items, we provide a 1 year warranty from receipt of product. To claim on warranty, you must return the product to us for testing and repair. If the product cannot be repaired, a like for like replacement will be sent. We cannot send replacements until the original electrical item has be returned and tested.

Please note we do not accept returns on products in our Outlet or Clearance Category unless items have been damaged in transit. 

For Clothing items, to be eligible for a refund or exchange, all products must be returned in their original condition and packaging. 
We recommend trying items on with care to ensure they remain in resellable condition. Any items returned showing signs of wear (such as makeup, fragrances etc) will not be approved for a refund or exchange.

Cancellation of Orders

Except at the busiest time of the year, e.g. Christmas and Black Friday, orders are normally dispatched to you on the same working day of receipt by us. Once your order is placed, we begin the picking, packing, and dispatching of your order immediately. This means that once you have clicked to place your order, you cannot cancel, make changes or add any extra items.

If you change your mind you can still cancel AFTER your order has been sent or after receiving the goods the following procedures apply:

When you receive your order, as per the EU Distance Selling Directive, you have a "cooling-off period" of 14 days to return the ordered products if you have changed your mind and wish to cancel. The goods must be returned unused, unopened, and in the same condition as they were originally dispatched from LashBase. We will not accept for exchange or refund any item which has been used or is not in the exact condition in which it was dispatched by us, even if the products were sent in error.

You will be responsible for the cost of returning the goods to us (we recommend you get Proof of Posting). There will be no refund of the cost of returning the goods or for the original shipping fee paid from the order that is being returned. Any free gifts associated with an item must be returned at the same time. Please return the items to the address at the bottom of the page. Refunds will be made to the original charged account within 7 days of receipt of the returned goods. Please note: LashBase cannot accept returns for opened/used LashBase Beauty Products.

If an attempt to deliver goods continues to fail through no fault of the couriers (you are not in or have entered the wrong address etc.) and is subsequently returned to us, we will not refund for shipping and also, the cost incurred to us for the courier returning the goods will be deducted from any refunds. If the goods are to be sent out again a shipping charge will apply.

Regulations state for orders over £42 Customers have:

14 days after item received to cancel.

14 days to return after notifying desire to cancel

14 days to receive refund after item received by seller

30 days to notify non-receipt of delivery

These conditions do not affect your statutory rights

LashBase Limited, M4 Hazleton Interchange, Lakesmere Road, Waterlooville, PO8 9JU, United Kingdom.