Returns & Refunds

At Flawless Lashes by Loreta, we take the quality of our products seriously. If there is a genuine issue with your order or product, please contact us and we will investigate it fairly.

ORDER CANCELLATIONS

If you wish to cancel your order, contact us as soon as possible at info@flawlesslashesbyloreta.com.

Orders are processed quickly. Once an order has been processed or dispatched, we may not be able to cancel it.

CHANGE-OF-MIND RETURNS

If you wish to return an unwanted product, please contact us within 14 days of receiving your order.

Once you have contacted us, the product should be returned within 30 days.

Returned products must be:

  • Unused and unopened
  • In their original packaging
  • Complete and in resalable condition
  • Securely packaged to prevent damage during return

For hygiene and safety reasons, opened or used products may not be eligible for a change-of-mind return.

RETURN POSTAGE

For change-of-mind returns, you are responsible for the cost of returning the product.

We recommend using a tracked delivery service. We are not responsible for parcels that are lost or damaged while being returned.

If we confirm that a product is faulty, damaged or incorrectly supplied, we will provide a free return label for UK customers. For international customers, we will discuss the appropriate return arrangements.

DAMAGED, MISSING OR INCORRECT ORDERS

Please check your order as soon as possible after delivery.

If your parcel arrives damaged, an item is missing, or you have received the wrong product, contact us at:

info@flawlesslashesbyloreta.com

Please include:

  • Your name
  • Order number
  • Details of the issue
  • Clear photographs or video where appropriate

Please report damaged deliveries as soon as possible so we can investigate the issue with the delivery provider.

FAULTY PRODUCTS

We take genuine product faults seriously.

If you believe a product is faulty, contact us as soon as possible after discovering the problem.

To investigate the issue, we may ask for:

  • Order number
  • Date the product was first opened or used
  • Photographs or video showing the issue
  • Batch number
  • Details of how the product was stored
  • Relevant temperature, humidity or working conditions
  • Details of how the product was used
  • The remaining product and/or original packaging

Please keep the product and packaging until we have completed our investigation.

PROFESSIONAL LASH ADHESIVES

Lash adhesives, including UV lash adhesives, are professional products that are affected by storage, handling, temperature, humidity, light, UV exposure, contamination and how the product is used.

You must follow the storage, handling and usage instructions provided with the adhesive and/or shown on the relevant product page.

The recommended usage period after opening is different from the unopened shelf life. Once an adhesive has been opened, it should be used and replaced according to the instructions for that specific product.

Adhesive Returns

We accept returns of lash adhesives:

  • Within 14 days if the adhesive has been opened
  • Within 30 days if the adhesive remains unopened

If you believe an adhesive is faulty, please contact us as soon as possible after noticing the issue.

We may ask for:

  • Order number
  • Batch number
  • Date received
  • Date first opened
  • Date the issue was first noticed
  • Storage conditions
  • Working room temperature and humidity
  • Photographs or video of the adhesive and nozzle
  • Details of the UV lamp used, where applicable
  • Information about application and curing
  • The remaining adhesive for inspection

An adhesive that no longer performs as expected after its recommended usage period is not automatically considered faulty.

Problems caused by normal use, expiry, incorrect storage, contamination, incorrect handling, failure to follow product instructions or use beyond the recommended period are not covered as product faults.

OPENED OR USED PRODUCTS

Opened or used products cannot normally be returned simply because you have changed your mind.

If you believe an opened or used product is faulty, please contact us so we can investigate the issue.

REFUNDS

Once we receive a returned product, we will inspect it and confirm the outcome.

Where a refund is approved, it will normally be issued to the original payment method.

Refunds will be processed as soon as reasonably possible after the return has been inspected.

For change-of-mind returns, the cost of return postage is the customer's responsibility.

WHAT IS NOT COVERED

Our returns policy does not cover problems caused by:

  • Normal wear, use or deterioration
  • Using a product beyond its recommended period after opening
  • Failure to follow storage instructions
  • Incorrect or unsuitable storage
  • Contamination after opening
  • Incorrect application or use
  • Unsuitable environmental conditions
  • Use with incompatible equipment
  • Accidental damage
  • Misuse or improper handling

CONTACT US

If you have a question about your order or believe there is a problem with a product, please contact our Customer Care Team: info@flawlesslashesbyloreta.com

Please include your order number and as much information as possible about the issue so we can deal with your request quickly.