Yes. You can place an order as a guest without creating an account.

Your order confirmation is sent automatically to your email address shortly after checkout.

Orders may be canceled due to payment issues, incorrect information, or stock availability.

Please contact us as soon as possible after placing your order. Once an order has been processed, we may no longer be able to cancel it.

We can usually update your order details if you contact us before it has been processed.

UK Standard Delivery typically takes 2–3 working days from dispatch.

We currently ship exclusively within the United Kingdom.

Yes. Once your order has shipped, you will receive a tracking email with your delivery details.

UK Standard Delivery is £3.99. We offer complimentary UK shipping on all orders over £40.

Yes. We accept returns and exchanges within 14 days of delivery for unused items in their original packaging.

Please contact us at support@shaydelondon.com with your order number and reason for return before sending your item back.

Once your return has been received and approved, refunds are typically processed within 5 working days.

If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery. We will arrange a replacement or refund and cover the return shipping costs where applicable.

If you received the wrong item, please contact us as soon as possible with your order number and a photo of the item received.

Yes. Sale items can be returned as long as they are unused, unopened, and in their original packaging.

For hygiene reasons, opened or used lash products, bond, sealer, remover, and other opened beauty products cannot be returned or exchanged.

We accept all major payment methods, including Visa, Mastercard, American Express, Apple Pay, Google Pay, PayPal, Shop Pay and UnionPay. All payments are processed securely through encrypted checkout for a fast and protected shopping experience.

Once your refund has been approved, it will be processed back to your original payment method. Please allow up to 3–7 business days for the refund to appear in your account, depending on your bank or payment provider.

No. You can place an order as a guest without creating an account.

Creating an account allows you to view your order history, save your favourite products, manage your details, and access your subscription settings more easily.

Yes. Every order includes tracking details and a tracking number once it has been dispatched.

Yes. You can track your order at any time using our tracking page and your shipping confirmation email.

Yes. Customers with an account can save their favourite lash styles and products for later.

Yes. You can keep your refill subscription active while still placing one-time orders whenever you like.

At the moment, customers can have one active subscription at a time.

Yes. You can update your payment method at any time through your account settings.

Yes. You can reset your password through the login page if needed.

Yes. You can update your email address through your account settings.

Our refill subscription delivers your selected lash style every 30 days, so you never run out of your essentials.

Each refill order includes your selected lash style with 4 pairs of reusable lash clusters.

Subscription orders are charged automatically every 30 days.

Yes. You can skip, pause, or cancel your subscription at any time.

Yes. All refill subscription orders include complimentary UK shipping.

Subscribers receive 15% off all products, complimentary UK shipping, exclusive offers, and a free kit after 12 months of active membership.

Yes. You can change your lash style at any time, including switching between The Bare, The Lift, and The Edge.

Yes. You can update your subscription products at any time.

Subscription orders are dispatched shortly after your payment has been processed.

Yes. You can place one-time orders alongside your refill subscription at any time.

Our lashes are designed to last between 7–10 days with proper application and care.

Yes. Our lash clusters are lightweight, flexible, and designed to feel like your natural lashes.

Yes. You can shower with your lashes on, but avoid rubbing them directly.

Yes. Our lash clusters are reusable when handled carefully and kept free from mascara, makeup, or oil-based products.

Application time depends on experience. Most customers can apply their lashes in around 5 minutes once they are familiar with the process.

Yes. Our lash systems are designed to be easy to apply, even for beginners.

We do not recommend using mascara, as it can affect the look, wear time, and reusability of the lash clusters.

We do not recommend using oil-based products around the eyes, as they can break down the bond and shorten wear time.

Yes. Our lashes are designed for everyday wear, including workouts, swimming, and sauna use.

If a cluster lifts early, simply reapply a small amount of bond to secure it back in place.

For the best results, we recommend using bond, sealer, and remover as part of your lash routine.

We recommend cleaning your lash clusters with a gentle lash shampoo before reusing them.

THE LIFT is perfect for soft glam, combining natural volume with a subtle lifted finish.

THE BARE is our most beginner-friendly style. Its soft, natural finish is easy to apply and perfect for everyday wear.

THE BARE offers the most natural look, with lightweight clusters designed to blend seamlessly with your own lashes.

THE EDGE creates the boldest and most defined finish, making it perfect for a fuller, more glamorous look.

THE BARE is ideal for everyday wear thanks to its soft definition and natural-looking finish.

THE EDGE is perfect for evenings, special occasions, and a more elevated glam look.

THE BARE creates a soft, natural everyday look. THE LIFT features a lifted cat-eye effect for added definition. THE EDGE offers a fuller, more dramatic finish.

THE LIFT is especially flattering on almond-shaped eyes thanks to its lifted outer-corner effect.

THE LIFT and THE EDGE both complement round eyes by creating a more elongated appearance.

THE BARE is often the most flattering option for hooded eyes as it adds soft definition without looking too heavy.

THE BARE is our signature bestseller thanks to its soft, natural look and effortless everyday wear.

THE LIFT is designed to create a soft cat-eye effect with more definition towards the outer corners.

Our bond is designed to last between 7–10 days with proper application and care.

Yes. Our bond is waterproof, sweat-resistant, and designed for everyday wear.

Yes. Our bond has been developed for sensitive eyes using a gentle, non-irritating formula.

Our bond dries clear for a seamless, natural finish.

The sealer helps lock in the bond, reduce tackiness, and create a more secure, long-lasting finish.

Yes. The sealer is designed to improve hold and help extend wear time.

No. Our sealer dries invisibly for a clean, natural finish.

Yes. Our remover is designed to be gentle around the eyes and suitable for sensitive skin.

Removal is quick and easy. Once applied, the remover helps break down the bond almost immediately.

For best results, allow the remover to sit briefly before gently sliding the lash clusters away.

You can use other products, but we recommend using ours as they have been specifically developed to work together with our lash system.

Yes. Our bond, sealer, and remover are latex-free, vegan, and cruelty-free.

You can contact our support team anytime at support@shaydelondon.com and we will be happy to help.

Our customer support team is available Monday to Friday, from 9am to 5pm UK time.

We aim to respond to all enquiries within 24 hours during business days.

At the moment, we offer customer support via email only to ensure all enquiries are handled as quickly and efficiently as possible.

Yes. If your order has not yet been dispatched, we may still be able to update your shipping details. Please contact us as soon as possible.

For creator partnerships, affiliate opportunities, and collaborations, please apply through our Affiliate Program page. For additional enquiries, you can contact us at partnerships@shaydelondon.com

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