Due to the nature of our product and for hygiene reasons we DO NOT offer refunds/exchanges on items that are simply unwanted or a change of mind.

 

If however, you receive an item that arrives damaged or faulty we will of course exchange or refund this for you. If you receive a damaged/faulty item you must notify us immediately by emailing admin@queenielash.com. Please provide an image of your damaged or faulty product.  

 

We strictly can not offer refunds/exchanges after the product has been worn or removed from its original packaging. Items must be returned to us in their original state.

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Please note; Our lashes are all handmade with love, therefore each one can be slightly different; this would only be minor though. Please note this is not a fault but part of the unique lash assignment of individual faux hair by our employees.

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To complete your return or to investigate any issue with your order we require you to return or send us photographs of your products and invoice or packing slip so please retain these. We are unable to process any investigation or refund without these.

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

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If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-14  working days.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again.

Then contact your bank or credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at admin@queenielash.com

Exchanges 

We only replace items if they are defective or damaged. We will only ever exchange it for the same item providing it is still in stock. If in which case the item is not in stock we will offer a refund of the product cost only or an exchange to the same cost of the original product. Please send us an email at admin@queenielash.com and send your item to Queenie Lash, PO Box 1977, Southampton, Hampshire, SO15 9PE, United Kingdom.

Upon receipt of your order, please check the goods are in perfect condition and notify us straight away if there is a problem. 

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods and that you can track it. 

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Queenie Lash (Q Lash LTD) do not pay returns postage unless the wrong item has been sent. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

Returned to Sender

Uncollected Mail

If in the event you missed your parcel being delivered, it is your responsibility to rearrange delivery or to collect it from your nearest Royal Mail Delivery Office. If you fail to do this within the timeframe Royal Mail retains your parcel for, your parcel will be returned to us. When this happens you can request for us to resend your parcel again which you will be charged our standard shipping rates for depending on what delivery method you choose. Queenie Lash (Q Lash LTD) reserves the right to decline requests to resend packages for any reason and will instead process a refund to the payment method.

Alternatively, if you wish to request a refund there will be a standard 20% administration fee deducted from any refund. If you didn't pay for postage and instead claimed one of our free postage offers a further £3.50 will be deducted from your refund.

Incorrect Address

If the address you entered as your shipping address is incorrect please let us know as soon as possible so that we can update it before your order is dispatched. We can't change an address once the order has been dispatched, it is the responsibility of the customer to ensure these details are correct.

If the parcel has been dispatched prior to receiving contact of the shipping address being incorrect it is the responsibility of the customer who placed the order to try and retrieve the package from this address. In the event the parcel is returned to us then the customer is liable to pay for the re-postage of the order, which will be invoiced upon receipt of the item. Queenie Lash (Q Lash LTD) reserves the right to decline requests to resend packages for any reason and will instead process a refund to the payment method.