Terms of service

Elaine Trading Limited, trading as Elaine London Lash Lab

Last updated: 13 July 2026

Overview

This website is operated by Elaine Trading Limited, trading as Elaine London Lash Lab. Throughout these Terms of Service, the terms “we”, “us” and “our” refer to Elaine Trading Limited.

These Terms of Service explain the terms that apply when you visit our website, create an account, purchase products from us or otherwise use our website and services.

Our online store is hosted by Shopify, which provides the ecommerce platform that allows us to offer and sell our products.

Please read these Terms of Service carefully before using our website or placing an order. By using our website or placing an order, you agree to these Terms of Service and any policies referred to within them.

Nothing in these Terms of Service limits or excludes any statutory rights that cannot legally be limited or excluded.

Section 1 — Information About Us

Our business details are:

Legal name: Elaine Trading Limited
Trading name: Elaine London Lash Lab
Company registration number: 17096711
Registered in: England and Wales
Address: 1 Park Drive, London, E14 9GG, United Kingdom
Email: elaine.londonlashlab@hotmail.com
Phone: +44 7579 779743
Website: elainelashlab.com

Section 2 — Eligibility and Acceptable Use

You must have legal capacity to enter into a contract to place an order through our website.

If you are under the age of 18, you should use our website and purchase products only with the involvement and permission of a parent or legal guardian.

You must not use our website or products:

for any unlawful or unauthorised purpose;
to infringe another person’s intellectual-property, privacy or other legal rights;
to transmit viruses, malicious code or harmful technology;
to interfere with the operation or security of our website;
to obtain unauthorised access to our systems or another person’s account;
to collect information about other users without lawful authority;
to submit false, misleading or fraudulent information; or
to engage in abusive, threatening, discriminatory or otherwise unlawful conduct.

We may suspend or restrict access to our website where we reasonably believe these Terms have been breached, where necessary to protect our customers or systems, or where required by law.

Section 3 — Product Information

We take reasonable care to ensure that product descriptions, photographs, dimensions, ingredients, materials, specifications and other information displayed on our website are accurate.

However:

colours may appear differently depending on your screen or device;
product packaging may be updated from time to time;
handmade or fibre-based beauty products may have minor natural variations; and
photographs may not show the exact scale of a product unless measurements are provided.

Any variation will not affect your statutory rights where a product is faulty, materially different from its description, unsafe or otherwise not supplied in accordance with the contract.

You are responsible for checking product descriptions, application guidance, warnings and suitability information before using a product.

Section 4 — Lash and Cosmetic Product Use

Our products must be used only for their intended purpose and in accordance with any instructions, warnings and safety information supplied with the product or displayed on our website.

Before using lash adhesives, removers or other applied cosmetic products, you should:

read the complete instructions;
review the ingredient information;
follow any recommended patch-test guidance;
avoid direct contact with the eyes;
stop using the product if irritation or an adverse reaction occurs; and
seek appropriate medical advice where necessary.

Individual sensitivities and allergic reactions can vary. A product being suitable for one person does not guarantee that it will be suitable for everyone.

Nothing in this section excludes liability where a product is defective or unsafe, or where liability cannot legally be excluded.

Section 5 — Prices and Payment

Product prices are displayed on our website in the currency shown at checkout.

Unless stated otherwise, prices include any UK VAT that we are legally required to charge. If we are not VAT registered, no UK VAT is separately charged by us.

Delivery charges and any other applicable charges will be shown before you complete your order.

For international orders, customs duties, import VAT, taxes or handling charges may be imposed by the destination country. Unless otherwise stated at checkout, these charges are not included in the product or delivery price and are the responsibility of the recipient.

We accept the payment methods displayed at checkout. Payments are processed through Shopify and authorised third-party payment providers.

You confirm that:

the payment information you provide is accurate;
you are authorised to use the selected payment method; and
sufficient funds or credit are available to complete the transaction.

Section 6 — Placing an Order and Formation of the Contract

When you submit an order, you are offering to purchase the products listed in the order.

After receiving your order, we will normally send an automated order-confirmation email. This confirms that we have received your order, but it does not necessarily mean that we have accepted it.

A binding sales contract is formed when we send you confirmation that the order has been accepted or dispatched, whichever occurs first.

Before accepting an order, we may verify:

payment authorisation;
product availability;
delivery information;
suspected fraud or security concerns; and
compliance with delivery or product restrictions.

If we cannot accept an order, we will inform you and refund any payment already taken for the affected products.

Section 7 — Order Refusal and Cancellation by Us

We may decline or cancel an order where reasonably necessary, including where:

a product is unavailable;
there is an obvious pricing or description error;
payment cannot be authorised;
the order appears fraudulent or unauthorised;
delivery restrictions prevent us from supplying the product;
the customer has provided incomplete or invalid information;
the order exceeds reasonable quantity limits;
the order appears to be intended for unauthorised resale; or
accepting the order would breach a legal or regulatory requirement.

Where an order has been cancelled after payment, we will refund the affected amount using the original payment method, unless otherwise agreed.

We will not cancel an accepted consumer order merely because fulfilling it has become less commercially favourable to us.

Section 8 — Product Availability

All products are subject to availability.

Adding a product to your basket does not reserve it. A product may become unavailable before checkout is completed or before an order is accepted.

If part of an order is unavailable, we may:

contact you to offer an alternative;
dispatch the available products separately;
cancel the unavailable item; or
cancel the entire order where appropriate.

We will not substitute a product without your agreement where the substitute is materially different from the product ordered.

Section 9 — Delivery

We deliver to the locations and using the delivery methods displayed at checkout.

Processing periods and estimated delivery times are explained in our Shipping Policy.

Delivery estimates begin after the order has been dispatched. They are estimates unless we expressly agree to a guaranteed delivery date.

We are responsible for the goods until they are delivered to:

you;
a person identified by you to receive them; or
a safe place or neighbour specifically authorised by you, where applicable.

You are responsible for providing a complete and accurate delivery address.

Where delivery is delayed, lost, damaged or returned, the procedures in our Shipping Policy will apply. Nothing in the Shipping Policy limits your statutory rights.

Section 10 — Risk and Ownership

Risk in the products passes to you when the products are delivered to you or to a person or location authorised by you.

Ownership of the products passes to you once we have received payment in full and the products have been delivered.

Section 11 — Online Cancellation Rights

UK consumers purchasing online may have a legal right to cancel most eligible orders without giving a reason.

For eligible goods, the cancellation period normally ends 14 calendar days after the day on which you, or a person nominated by you, receives the goods.

Where an order contains multiple items delivered separately, the cancellation period normally begins on the day after the final item is received.

You must notify us of your decision to cancel within the cancellation period. After notifying us, you must return the eligible goods within a further 14 calendar days.

Full details, including exclusions for certain hygiene-sealed products, are set out in our Return & Refund Policy.

Section 12 — Hygiene-Sealed Products

Certain products may be unsuitable for return for health-protection or hygiene reasons once a genuine hygiene seal has been broken after delivery.

This may include appropriately sealed:

false lashes and lash clusters;
strip lashes;
lash adhesives;
lash removers;
primers;
applied cosmetic products; and
other products clearly identified before purchase as hygiene-sensitive sealed goods.

Opening ordinary external packaging does not automatically remove cancellation rights unless the legally relevant hygiene seal has also been broken.

This restriction does not apply where a product is faulty, damaged, unsafe, incorrect or not as described.

Section 13 — Faulty, Damaged or Misdescribed Products

We are under a legal duty to supply products that conform to the contract.

Products supplied to UK consumers must be:

of satisfactory quality;
fit for any purpose made known to us;
as described; and
compliant with other applicable legal requirements.

If a product is faulty, damaged, unsafe, incorrect or not as described, you may have statutory rights to a refund, repair, replacement or price reduction, depending on the circumstances.

For qualifying faulty goods, UK consumers may have a short-term right to reject the goods within 30 days.

Please contact us as soon as reasonably possible after identifying a problem. Photographs and a description may help us investigate, but they are not an absolute condition of your statutory rights.

Our full process is explained in our Return & Refund Policy.

Section 14 — Returns, Refunds and Exchanges

Returns, cancellations, refunds and exchanges are governed by our Return & Refund Policy.

For eligible change-of-mind cancellations, customers may be responsible for direct return-postage costs where this was explained before purchase.

Where goods are faulty, damaged, incorrect or otherwise supplied in breach of contract, we will cover reasonable return costs where required by law.

Refunds will be issued within the period required by applicable law and normally to the original payment method.

Section 15 — Promotions, Discount Codes and Bundles

Promotions and discount codes may be subject to additional conditions displayed when the promotion is offered.

Unless stated otherwise:

discount codes cannot be exchanged for cash;
codes may be limited to one use per customer or order;
codes may exclude certain products, bundles or delivery charges;
codes must be used before their expiry date;
codes cannot normally be applied retrospectively; and
codes must not be reproduced, sold or used fraudulently.

We may withdraw or correct a promotion where there is an obvious error, fraud, misuse or legal requirement to do so. This will not affect orders already accepted unless the law permits otherwise.

For returns involving bundles, sets or promotional offers, the refund may be adjusted fairly to reflect the value of items retained, provided this is consistent with applicable law and the terms of the promotion.

Section 16 — Gift Cards

Where gift cards are available, they may be used only in accordance with the terms shown when purchased.

Gift cards:

cannot normally be exchanged for cash;
must not be resold without permission;
may be subject to an expiry date where legally permitted and clearly disclosed; and
remain subject to any mandatory consumer rights.

We are not responsible for a gift card used without permission after its code has been disclosed by the purchaser or recipient, except where the loss results from our breach or failure to use reasonable care.

Section 17 — Customer Accounts

You may be able to create a customer account through our website.

You are responsible for:

providing accurate account information;
keeping your login details secure;
preventing unauthorised access to your account; and
notifying us promptly if you believe your account has been compromised.

We may suspend or close an account where reasonably necessary because of fraud, security concerns, unlawful use or a serious breach of these Terms.

Closing an account does not affect rights or obligations relating to orders already placed.

Section 18 — Reviews and User-Submitted Content

Where our website allows you to submit reviews, photographs, comments or other content, you confirm that:

the content is accurate and based on your genuine experience;
you own the content or have permission to submit it;
the content does not infringe another person’s rights;
the content is not defamatory, threatening, discriminatory, obscene or unlawful;
the content does not contain malicious code; and
the content is not misleading advertising or spam.

You retain ownership of your content.

By submitting content for publication, you grant us a non-exclusive, worldwide, royalty-free licence to display, reproduce, format and use that content for operating and promoting our business.

We may remove or refuse content where we reasonably believe it breaches these Terms, applicable law or platform rules.

We will not manipulate reviews in a way that misleads customers about genuine consumer experiences.

Section 19 — Intellectual Property

The website and its content, including branding, logos, product photographs, designs, graphics, text, videos and layout, are owned by or licensed to Elaine Trading Limited and are protected by applicable intellectual-property law.

You may access and use the website for personal, non-commercial shopping purposes.

You must not, without our prior written permission:

copy or reproduce substantial parts of the website;
use our branding or product images for commercial purposes;
modify, distribute, sell or exploit website content;
create misleading copies of our website or brand;
remove copyright, trademark or ownership notices; or
use automated systems to scrape or extract content in a manner that breaches applicable law.

Nothing in these Terms transfers ownership of our intellectual property to you.

Section 20 — Third-Party Services and Links

Our website may contain links to services, payment providers, social-media platforms or websites operated by third parties.

We do not control third-party websites and are not responsible for their independent content, availability, security or privacy practices.

Your use of a third-party service may be governed by that provider’s own terms and privacy policy.

This section does not exclude responsibility where we have expressly recommended or supplied a third-party service as part of our contractual obligations and liability cannot legally be excluded.

Section 21 — Website Availability

We aim to keep our website available and functioning properly, but we do not guarantee that it will always be uninterrupted or error-free.

We may temporarily suspend or restrict the website for:

maintenance;
security updates;
technical problems;
platform outages;
legal or regulatory reasons; or
circumstances beyond our reasonable control.

Where reasonably possible, we will take steps to minimise disruption.

Temporary website unavailability does not affect contracts for orders already accepted.

Section 22 — Errors and Corrections

We may correct typographical errors, inaccurate descriptions, pricing mistakes or other errors on our website.

Where an obvious error is identified before an order is accepted, we may correct the information or decline the order.

Where an error is identified after an order has been accepted, we will contact you and explain the available options. We will not require you to pay a higher price than the price agreed without your consent.

Nothing in this section permits us to provide materially different goods from those ordered without your agreement.

Section 23 — Limitation of Liability

Nothing in these Terms excludes or limits liability for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
defective products where liability cannot be excluded;
breach of your statutory consumer rights;
deliberate misconduct; or
any other liability that cannot legally be excluded or limited.

If you are a consumer, we are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not foreseeable when the contract was formed.

Unless we expressly agree otherwise, our products are supplied for private and domestic use. If you use products for commercial or business purposes, we are not responsible for business losses such as loss of profits, revenue, contracts, opportunity, goodwill or anticipated savings, except where liability cannot legally be excluded.

We are not responsible for losses caused solely by:

your failure to follow clear product instructions or warnings;
misuse of a product;
unauthorised alteration of a product;
information supplied inaccurately by you; or
an event outside our reasonable control,

except where we remain legally responsible despite those circumstances.

Section 24 — Events Outside Our Reasonable Control

We will not be responsible for delay or failure caused by circumstances outside our reasonable control, such as:

severe weather;
natural disasters;
transport disruption;
customs delays;
strikes or industrial action;
war, terrorism or civil disorder;
epidemics or public-health restrictions;
interruptions to utilities, internet or communications;
carrier failures; or
government action.

We will take reasonable steps to reduce the effect of the event and resume performance when reasonably possible.

If the delay is substantial, you may have the right to cancel the affected contract and receive a refund for goods not supplied.

Section 25 — Personal Information

We process personal information in accordance with our Privacy Policy.

Our Privacy Policy explains:

what information we collect;
how and why we use it;
who we share it with;
how long we retain it;
international transfers; and
your data-protection rights.

Where consent is required for marketing or non-essential cookies, we will request it separately.

Section 26 — Changes to These Terms

We may update these Terms from time to time to reflect changes to:

our business or services;
applicable law;
regulatory requirements;
security practices; or
Shopify or other technical services.

The updated Terms will be published on our website with a revised “Last updated” date.

Changes will not normally apply retrospectively to an order already accepted unless required by law or expressly agreed with you.

Section 27 — Severability

If any part of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as removed or limited only to the extent necessary.

The remaining provisions will continue in effect.

Section 28 — No Waiver

If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.

A waiver is effective only where clearly given.

Section 29 — Transfer of Rights

We may transfer our rights and obligations under these Terms to another organisation, for example as part of a sale or restructuring of our business.

Where this affects a consumer contract, we will ensure that the transfer does not reduce your legal rights.

You may transfer your rights under these Terms only where the law permits or where we agree in writing.

Section 30 — Third-Party Rights

These Terms are between you and Elaine Trading Limited.

Except where expressly stated or required by law, no other person has a right to enforce them under the Contracts (Rights of Third Parties) Act 1999.

Section 31 — Governing Law and Disputes

These Terms and contracts made through our website are governed by the laws of England and Wales.

If you are a consumer living in another part of the United Kingdom, you may also benefit from mandatory protections available under the laws of the part of the UK in which you live.

If you are a consumer living outside the United Kingdom, these Terms do not remove any mandatory consumer rights that apply in your country of residence.

Consumers may bring legal proceedings in the courts that have jurisdiction under applicable consumer law.

Before beginning formal proceedings, please contact us so that we can try to resolve the issue directly.

Section 32 — Policies Incorporated Into These Terms

These Terms should be read together with our:

Return & Refund Policy;
Shipping Policy;
Privacy Policy;
Contact Information; and
any product-specific instructions or promotional terms shown before purchase.

If there is a conflict, mandatory consumer law will take priority.

Section 33 — Contact Information

Questions, complaints or notices relating to these Terms should be sent to:

Elaine Trading Limited
Trading as: Elaine London Lash Lab
Company registration number: 17096711
Address: 1 Park Drive, London, E14 9GG, United Kingdom
Email: elaine.londonlashlab@hotmail.com
Phone: +44 7579 779743

Nothing in these Terms affects your statutory consumer rights.