Frequently Asked Questions
Below are some of the questions we’re most commonly asked. Please review the list to see if your query is answered. If you need further assistance, feel free to email us at london@laxilash.co.uk — our team will be happy to help.
When will my order be posted?
If you order before 5PM Monday to Friday, your order will be posted the same day. If you order after 5PM Monday to Friday, your order will be posted on the next working day (excludes Saturdays, Sundays and Bank Holidays). Payment for your order must be cleared before 5PM otherwise your order will not be processed.
When will my order arrive?
Please see our delivery page for full dispatch and delivery guidelines and timeframes.
What are your opening hours?
We are open from 9AM until 5PM Monday to Friday. Our warehouse and offices are closed on Saturdays, Sundays and Bank Holidays.
How do I use my product?
Please read the instructions printed on your item’s packaging, or enclosed with your item. If you cannot find the instructions, or you require further assistance, please contact us and we’ll be glad to assist you further.
What payment methods do you accept?
For our UK customers we accept a range of payment methods including all major credit and debit cards, Android Pay, Apple Pay, Klarna, Clearpay and PayPal. You can read more about Clearpay here, Klarna here, and you can visit our Klarna FAQs page here. Our international customers have a number of payment methods available, the exact payment methods available to you will depend on your location.
Who pays for return postage?
If you no longer require the item or change your mind, you will be liable to cover the cost of return postage. If the incorrect item is dispatched to you, or the item arrives damaged, we will reimburse your return postage costs. For clarification of our refund and return policy, please read our terms and conditions page here.
Are your products authentic?
Yes. Every single product that we stock is 100% authentic – we do not stock counterfeit or imitation products (ever). As you’re probably aware there are a lot of fake items floating around in the world of false lashes. With that in mind you should be very careful when buying online. All stock we hold can be traced back to the official supplier or distributor. We only source directly from brands or their official wholesale distributors. You can buy with complete confidence when you purchase on our website. If you’d like to discuss this area in further detail or seek confirmation from our suppliers that we stock only 100% genuine products, please feel free to contact us – we’ll be happy to help you.
Why is the packaging different?
The brands we work with constantly update the look and feel of the product packaging. While we make every effort to ensure product pictures on our website are identical to the item you receive, occasionally packaging may vary. The actual product itself is identical – it’s just the packaging that’s slightly different. If you’d like to discuss this further please contact us right away – we’ll be glad to assist you.