Shipping policy
Shipping Policy
Elaine Trading Limited, trading as Elaine London Lash Lab
Overview
We ship worldwide from the UK. This policy explains our processing times, delivery estimates, and what to expect with international orders.
Order Processing Time
All orders are processed within 3-5 business days (Monday-Friday, excluding UK public holidays) after payment is confirmed. You'll receive a shipping confirmation email with tracking information, where available, once your order has left us.
During sales, promotions, or new product launches, processing may take slightly longer than usual — we'll let you know if there's a significant delay to your order.
Shipping Rates & Delivery Estimates
Shipping costs are calculated at checkout based on your delivery address, order weight, and chosen shipping method, so you'll see the exact cost before completing your order.
Estimated delivery times once your order has shipped (in addition to processing time above):
| Destination | Estimated delivery time |
|---|---|
| United Kingdom | 3-5 business days |
| Europe | 5-10 business days |
| Rest of world | 7-21 business days |
These delivery times are estimates provided by our shipping carriers and begin once your order has been dispatched. While we aim to deliver within these estimated timeframes, delays may occasionally occur due to customs processing, severe weather, public holidays, carrier disruptions or other circumstances beyond our reasonable control. We will fulfil delivery within the timeframe required by applicable consumer law.
Order Tracking
Once your order ships, you'll receive a confirmation email with tracking information where the shipping method includes it. Some economy international shipping options may have limited or no tracking — this will be indicated at checkout.
Customs, Duties & Import Taxes (International Orders)
If you’re ordering from outside the United Kingdom, your order may be subject to import duties, customs fees, VAT or other taxes imposed by your destination country.
Unless otherwise stated at checkout, these charges are the responsibility of the customer and are not included in the product price or shipping cost.
Customs procedures vary by country and may occasionally delay delivery beyond our estimated delivery times. Unfortunately, these delays are outside our control.
Shipping Restrictions
Some products — including lash adhesives and other liquid or aerosol items — may be classified as restricted or hazardous goods for shipping in certain countries. This can mean an item is unavailable for delivery to some destinations, limited in quantity per order, or sent via a slower shipping method. If this affects your order, we'll contact you before shipping to let you know your options.
Incorrect Shipping Address
Please double-check your delivery address before completing your order.
If you notice an error after placing your order, please contact us immediately at elaine.londonlashlab@hotmail.com. We will make every reasonable effort to update your address before your order is dispatched, however we cannot guarantee changes once your order has entered processing or has been handed to the shipping carrier.
If an incorrect or incomplete address provided by the customer results in a parcel being returned to us, additional shipping charges may apply before the order can be resent.
Lost, Delayed, or Damaged Parcels
If your order has not arrived within the estimated delivery timeframe, appears delayed, or arrives damaged, please contact us at elaine.londonlashlab@hotmail.com with your order number.
We will investigate the shipment with the shipping carrier where necessary.
If a parcel is confirmed as lost in transit, we will arrange an appropriate replacement (subject to availability) or issue a refund in accordance with your statutory consumer rights.
If your parcel arrives damaged, please contact us as soon as reasonably possible. Where possible, photographs of the packaging and damaged items will help us investigate your claim more quickly.
Parcels Marked as Delivered
If your tracking shows your parcel has been delivered but you cannot locate it, please first:
- Check around your property and any designated safe place.
- Check with neighbours or other members of your household.
- Review any delivery photo or delivery notes provided by the carrier.
If you are still unable to locate your parcel, please contact us as soon as possible at elaine.londonlashlab@hotmail.com and we will assist you in investigating the delivery with the carrier.
Returned Parcels
Orders may occasionally be returned to us because of:
- an incorrect or incomplete delivery address;
- failed delivery attempts;
- refusal of delivery;
- failure to collect the parcel; or
- failure to pay applicable customs charges.
Once a returned parcel is received, we will contact you to arrange either redelivery or a refund where appropriate. Additional shipping charges may apply for reshipment where the return was caused by customer error.
Questions
If you have any questions about shipping, reach us at elaine.londonlashlab@hotmail.com
This policy should be read alongside our [Terms of Service] and [Return & Refund Policy].