Returns & Refunds

Your statutory rights

UK customers are protected by the Consumer Rights Act 2015. EEA customers are protected by the EU Consumer Rights Directive and equivalent national laws. Nothing in this policy affects those rights.

Faulty or not-as-described items

• 30-day short-term right to reject (UK) — if your item is faulty, damaged on arrival or not as described, you can return it within 30 days for a full refund.
• After 30 days we will offer a repair or replacement first, and a refund if that is not possible.
• Email info@lashpatisserie.com with your order number and a photo of the issue.

Change of mind

Under the UK Consumer Contracts Regulations and EU Consumer Rights Directive, you have 14 days from delivery to cancel a distance-sales order. See our Right to Cancel page for the full procedure and a model cancellation form.

Hygiene exemption

For hygiene reasons, sealed items that have been unsealed after delivery (such as opened lash clusters, opened bond bottles or applicators that have touched skin or lashes) cannot be returned for a change of mind. Your rights for faulty items are unaffected.

How to return

1. UK orders — initiate a return via TikTok Shop under their returns flow.
2. International orders — email info@lashpatisserie.com with your order number. We will send return instructions.
3. Pack items securely in their original packaging where possible.

Return shipping

For faulty or not-as-described items we will refund reasonable return shipping costs. For change-of-mind returns under the 14-day right to cancel, the cost of returning the goods is at your expense unless we say otherwise. International customers are responsible for any customs or import charges arising on returns.

Refund timing

We will issue refunds within 14 days of receiving the returned item (or within 14 days of cancellation when no goods need to be returned). Refunds are made to the original payment method.