FAQ

The quick answers to what we get asked most. If yours is not here, email lashubuk@gmail.com and we will get back to you.

Ordering and payment

How can I pay?

By debit or credit card, Apple Pay, Google Pay or Link. Payments are taken securely by Stripe. Your card details go straight to Stripe and never pass through or get stored on our site.

Do I need an account?

No, you can check out as a guest. An account lets you see your order history, re-download digital products and keep a wishlist.

Can I change or cancel my order?

Email lashubuk@gmail.com as soon as you can, quoting your order number. We can usually change or cancel an order before it is dispatched. Once it has left us, please follow our returns process.

How do I use a discount code?

Enter the code in your basket or at checkout and the discount is applied before you pay. One code can be used per order, and each code has its own conditions, such as a minimum spend or an end date.

Delivery

Where do you deliver?

To addresses in the United Kingdom. Enter your postcode at checkout to see the delivery options and prices for your address. A small number of postcodes carry a surcharge or are not available for some services.

How long will my order take?

Orders are processed within 1 to 3 business days, excluding weekends and bank holidays. Delivery time is on top of that and depends on the service you choose at checkout. See Shipping and Delivery for details.

How do I track my order?

You will get an email when your order is dispatched. Where the service is tracked, the email includes your tracking details.

Returns and refunds

Can I return something?

Yes. You have 14 days from the day your order arrives to tell us, and a further 14 days to send it back. Items must be unused and in their original, unopened packaging.

Which items cannot be returned?

For hygiene reasons, lashes, adhesives, primers, bonders, sealants, cleansers and eye pads cannot be returned once opened, unless they are faulty. Digital products cannot be returned once the download has started.

My item arrived damaged or is not what I ordered

Email lashubuk@gmail.com with your order number and, if you can, photos. We will sort it out with a replacement or a refund. Full details are in Returns and Refunds.

Products

Are your products suitable for beginners?

Our lash extension products, including adhesives, primers, bonders and sealants, are professional products intended for trained lash technicians. Always read the instructions, patch test before use on a client, and keep products away from children. If you are starting out, our masterclasses teach you how to use them safely.

How should I store adhesive?

Upright, sealed, in a cool dry place away from direct sunlight, and used within the period stated on the bottle once opened.

Digital products

How do I get my download?

Your download link is emailed straight after payment and is also in your account. Links have a limit on the number of downloads and expire after a time, so save your file somewhere safe. If a link stops working, email us and we will help.

Masterclasses

How do I book a class?

Open the class on our Masterclasses page, pick a date, fill in your details and pay the deposit shown. Your place is held for 30 minutes while you pay, then confirmed by email. Any remaining balance is due as described on the class page.

What is included?

Each class page lists exactly what is covered and what is provided. Training is one to one and taught on a live model, and you leave with an accredited certificate and ongoing mentorship.

Can I change my date or cancel?

Email lashubuk@gmail.com as early as you can and we will do our best to move you to another date. Deposits and cancellations are covered in our Terms and Conditions.

Reviews

Who can leave a review?

Customers who have bought the product from us. Each review is checked before it appears on the site.

Contact

Email lashubuk@gmail.com. You can also find us on Instagram and TikTok, where new products land first.