DELIVERY AND Returns
WHEN WILL MY ORDER ARRIVE?
Orders will be posted out within 48 hours, Monday to Friday.
To check delivery status, simply go to Royal Mail tracking and enter your reference/tracking number which can be found on the Order Shipped email. Orders will be tracked to delivery point, with a predicted day and estimated time of delivery, and a photograph taken of delivery.
Royal Mail Tracked 48, delivery aim 2-3 working days
Royal Mail Tracked 24, delivery aim 1-2 working days
Next Day Delivery Guaranteed, the next working day (orders must be place by 12pm)
Worldwide International Tracked & Signed - delivery varies. Please contact us if your destination country is not available.
HOW DO i amend OR cancel MY ORDER?
Please contact us as soon as possible, as orders are normally processed swiftly. Quote your name, order number and request.
If your order hasn’t been dispatched, we will happily amend it. If you’d like to cancel your order, a refund will be processed through the original payment method. This refund will be less payment processing fees, incurred by ourselves.
If an order has already been dispatched, please see the returns procedure below.
MY ORDER HASN’T ARRIVED
Royal Mail don’t guarantee timescales or consider an item to be lost until 10 working days after the due delivery date.
Items are sometimes delayed but we rarely have items lost in the post.
To check delivery status, simply go to Royal Mail tracking and enter the reference/tracking number which can be found on your Order Shipped email.
Before contacting us please check:
If your order has already been delivered.
If it has, Royal Mail provide a photograph of the delivery. Do you recognise the surroundings?
If the item was sent to your home, ask anyone else living there if they accepted the delivery. Please also check if the item has been left with a neighbour, or in your designated safe place if you have one.
If the item was sent to your work address, check with the post room and your colleagues.
If your parcel hasn’t arrived, please contact us. We will submit a compensation claim from Royal Mail on your behalf.
Claims for compensation of loss must be made within 80 calendar days of placing the order. Claims made after that time will not be accepted.
PLEASE NOTE - We are not liable for items lost in the post and cannot send a replacement item out or refund until Royal Mail confirm the item has not been delivered, and issues a compensation payment.
MY ORDER HAS BEEN RETURNED TO SENDER
Occasionally, Royal Mail are not able to deliver your order and it’s returned to ourselves. This may be due to an incomplete or incorrect address, or the parcel wasn’t claimed in the allotted time.
In such circumstances, when we receive the parcel, we will make contact and arrange redelivery or refund. Any refunds will be paid through the original payment method. This refund will be less shipping costs and payment processing fees, incurred by ourselves.
MY ORDER HAS ARRIVED DAMAGED
It is important to us that your order reaches you in perfect condition.
If you have received a damaged item, please contact us within 24hrs of receipt.
You may be required to return the item to us. Please keep the original packaging.
Please note, we will not be able to accept returned items if it is determined that they have been used. In such circumstances no exchange or refund will be offered.
PLEASE NOTE - We are not liable for items damaged in the post but will complete a Royal Mail Claim form on your behalf. The compensation received from Royal mail will be refunded to you through the original payment method. Refunds are less shipping costs and paypal or credit card processing fees, incurred by ourselves.
Will I have to pay import duty?
As we are the LiLash and LiBrow UK stockist, if you order Products from our site for delivery within the UK, there will be no import duty to pay.
If you order Products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
I have received the wrong item
We strive to ensure all orders go out correctly but occasionally mistakes do happen. We apologise for this and the inconvenience caused. We will do everything we can to rectify the situation promptly.
Please contact us within 24 hours of receipt.
We will review the details and verify the error. We may request photos to confirm the mistake. Once confirmed, we will provide instructions for returning the incorrect item and request that the item be returned to us within 7 days. We will reimburse the return postage costs.
The incorrect item must be returned unopened, in a saleable condition, with all seals intact.
Once we receive the returned product, we will send the correct item out.
HOW DO I RETURN AN ITEM?
We hope you love your purchase but should you need to return an item please contact us for authorisation.
The product must be unopened, in a saleable condition, with all seals intact.
It is your responsibility to ensure the safe return of the item/s. We cannot accept liability for products lost in transit or damaged. Once posted, keep hold of your receipt - this is your proof of postage which you can use to track your return. We may also need to refer to this receipt in the unlikely event that your parcel doesn’t reach us.
All shipping costs are payable by the customer. The product must be returned within 7 days of receiving authorisation.
You will not have any right to exchange or refund if any product/s have been opened or which we reasonably believe have been used. In such circumstances no exchange or refund will be offered and the item will be returned to you.
Any refunds will be paid through the original payment method. This refund will be less shipping costs and payment processing fees, incurred by ourselves.
90 DAY SATISFACTION GUARANTEE
We offer a 90-day satisfaction guarantee to see new users through their first 3 months. If you are not completely satisfied with your product, you can return the remainder for a refund, less shipping and paypal or credit card fees incurred by ourselves, provided that:
(i) You return the product within 90 days of purchase date. (ii) The product was purchased directly through TLC Beauty Therapy. (iii) You return the remainder of the product, at your own cost, with all its original packaging within 7 days (iv) You have not previously received a refund for a product purchased from TLC Beauty Therapy or any other stockist.
Simply get in touch. We will then contact LiLash Head Office for authorisation.
Once we receive the return, we will process the refund within 30 days, through the original payment method.
It is your responsibility to ensure the safe return of the item/s. We cannot accept liability for products lost in transit or damaged. Once posted, keep hold of your receipt - this is your proof of postage which you can use to track your return. We may also need to refer to this receipt in the unlikely event that your parcel doesn’t reach us.
It is important to us that you are pleased with the product/s you have purchased. If you have a problem, our customer services team are focused on providing you with the best possible service, and are available Monday – Friday, 9.00am – 5.00pm.
Please quote your name, order number and details of problem.