Refund Policy
Refund & Returns Policy
Effective Date: September 2026
At SHAYDE LONDON, customer satisfaction, product quality and hygiene are extremely important to us.
We want you to be happy with your purchase. If you change your mind about an eligible unused product, or if there is a problem with your order, this Refund & Returns Policy explains your options and how to contact us.
Due to the hygienic nature of lash and cosmetic products, certain products cannot be returned once they have been used, worn or, where applicable, unsealed.
Nothing in this policy affects your statutory rights under applicable UK consumer law.
1. Change-of-Mind Returns
If you wish to return an eligible product because you have changed your mind, please notify us within 14 days of receiving your order.
To qualify for a change-of-mind return, the product must:
- Be unused
- Be unworn
- Be in its original condition
- Be returned in its original packaging
- Include all original accessories and components
- Have all applicable hygiene seals, protective seals and labels intact
- Be in a condition suitable for resale
Please handle products only to the extent reasonably necessary to establish their nature, characteristics and functioning.
Products that have been used or worn cannot be returned as change-of-mind returns.
Additional restrictions apply to hygiene-sensitive products as explained below.
2. Hygiene-Sensitive Products
For hygiene and health-protection reasons, special return conditions apply to certain SHAYDE LONDON products.
Where a product is supplied with a hygiene or protective seal and is not suitable for return for health-protection or hygiene reasons, you may lose your statutory cancellation right if that seal is broken after delivery, where the applicable legal requirements are satisfied.
This may include certain:
- Lash products
- Lash clusters
- Bond
- Sealer
- Remover
- Other sealed cosmetic products
Products that have been used, worn or applied cannot be accepted as change-of-mind returns.
For example, we cannot accept a change-of-mind return for lashes that have already been worn or cosmetic products that have already been used.
These hygiene restrictions do not remove your statutory rights where a product is:
- Faulty
- Damaged
- Incorrect
- Misdescribed
- Not of satisfactory quality
3. Starter Kits and Multi-Product Sets
Where a Starter Kit, bundle or other multi-product set is returned as a change-of-mind return, the complete set must meet the applicable return conditions.
All relevant products, tools, accessories and packaging supplied as part of the set must be returned.
If an item within a set has been used, worn or unsealed in circumstances where the hygiene exception applies, this may affect whether the set is eligible for a change-of-mind return.
If only one component of your Starter Kit is faulty, damaged or incorrect, please contact us before returning the complete kit so that we can provide the appropriate instructions.
4. Your Statutory Right to Cancel
UK consumers generally have a statutory right to cancel qualifying online purchases within 14 days of receiving the goods.
To exercise this right, you must inform us within the applicable cancellation period.
You can contact us at:
Certain exceptions apply under UK consumer law, including in relation to certain sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal has been broken after delivery.
Where you validly exercise your statutory right to cancel, you must return the relevant goods in accordance with the applicable legal requirements and the return instructions we provide.
5. How to Request a Return
Before sending a return, please contact our Customer Care team:
Email: support@shaydelondon.com
Please provide:
- Your order number
- The product or products you wish to return
- The reason for the return
We will review your request and provide the relevant return instructions.
Unless otherwise instructed by our Customer Care team, approved returns should be sent to:
SHAYDE LONDON LIMITED
45A Rodney Street
Liverpool
L1 9EW
United Kingdom
Please contact us before sending your return so that we can provide the correct instructions and identify your return when it arrives.
Sending a product without contacting us first may delay the processing of your return. This does not affect any statutory rights you may have.
6. Return Shipping Costs
For eligible change-of-mind returns, the customer is normally responsible for the direct cost of returning the goods unless we state otherwise or applicable law requires us to cover the cost.
We recommend obtaining proof of postage when returning your order.
We also recommend using an appropriate tracked delivery service.
If an item is faulty, damaged, incorrect or otherwise does not conform to your statutory rights, return arrangements and reasonable return costs will be handled in accordance with applicable law.
7. Faulty, Damaged or Incorrect Products
Every SHAYDE LONDON order should arrive in the condition you expect.
If you receive a product that is:
- Faulty
- Damaged
- Incorrect
- Misdescribed
- Not of satisfactory quality
please contact us as soon as reasonably possible at:
Please provide, where relevant:
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the packaging
- Any other information reasonably required to investigate the issue
We may ask for this information so that we can assess the problem efficiently.
Depending on the circumstances and your statutory rights, an appropriate remedy may include:
- A replacement
- A refund
- A repair where appropriate
- Another remedy available under applicable consumer law
We do not impose a 7-day reporting period that limits your statutory rights in relation to faulty goods.
8. Used Products That Are Faulty
The fact that you have used a product does not automatically remove your rights if the product itself is faulty.
The rule that used products cannot be returned applies to ordinary change-of-mind returns.
If you discover a genuine fault after beginning to use a product, please contact us with your order information and details of the issue.
We will assess the matter in accordance with your statutory consumer rights.
9. Refunds
Once an eligible returned item has been received, we will inspect the return and notify you regarding the outcome.
Where a refund is due, it will normally be issued using the original payment method.
We aim to process approved refunds promptly.
Where you exercise a valid statutory cancellation right, refunds will be made within the timeframe required by applicable consumer law.
Your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.
10. Refund of Original Delivery Charges
Where you validly cancel an entire qualifying order under your statutory cancellation rights, we will refund the applicable original standard delivery charge where required by law.
If you selected a delivery option costing more than our least expensive standard delivery service, we are not required to refund the additional premium delivery cost where applicable.
This does not affect your rights where goods are faulty, damaged, incorrect or otherwise not in conformity with your statutory rights.
11. Partial Returns
Where your order contains multiple separately sold products, you may return individual eligible products without returning the entire order, subject to the conditions of this policy.
If a product forms part of a Starter Kit, bundle or set sold as a single product, please contact us before attempting to return only part of that set.
Any refund will reflect the product or products validly returned and any applicable legal requirements.
12. Exchanges
We do not guarantee direct exchanges.
If you would like a different product or lash style, please contact us at:
Where a direct exchange is unavailable, you may need to return the eligible product and place a new order.
All change-of-mind exchange requests remain subject to the same hygiene and return conditions described in this policy.
Faulty or incorrect products will be handled separately in accordance with your statutory rights.
13. Sale and Promotional Items
Purchasing a product during a promotion or using a discount code does not automatically remove your statutory consumer rights.
Eligible products purchased at a discounted price may still be returned where the conditions of this policy and applicable law are satisfied.
Any product described as Final Sale will only be excluded from change-of-mind returns where such an exclusion is permitted by applicable law and has been clearly communicated before purchase.
Your statutory rights regarding faulty, damaged, incorrect or misdescribed goods remain unaffected.
14. Gifts
If an item was purchased as a gift, any refund will normally be issued to the original payment method used by the purchaser.
We cannot normally issue a cash refund or transfer the refund to a different payment method solely because an item was received as a gift.
Please contact Customer Care if you require assistance with a gift return.
15. Handmade Products
SHAYDE LONDON lashes are produced with careful attention to appearance and quality.
Due to the nature of the manufacturing process, minor variations may occasionally occur between products.
Small variations in characteristics such as lash placement, appearance or dimensions that do not materially affect the intended quality or performance of the product are not necessarily manufacturing defects.
This does not affect your rights where a product is genuinely faulty or does not conform to its description.
16. Proof of Purchase
We may require reasonable proof of purchase to identify and process a return, refund or faulty-product claim.
This may include:
- Your order number
- Order confirmation email
- Email address associated with the order
- Other reasonable proof of purchase
17. Late or Missing Refunds
After we confirm that a refund has been issued, it may take additional time for your bank or payment provider to display the funds.
If you have not received an expected refund:
- Check the relevant bank or payment account
- Allow for your payment provider's processing time
- Contact your bank or card provider if appropriate
If the refund still cannot be located, contact:
Please include your order number so that we can investigate.
18. Returns From Outside the United Kingdom
SHAYDE LONDON currently sells and ships within the United Kingdom only.
We therefore do not currently operate a standard international returns service.
If you purchased directly from the SHAYDE LONDON UK website but your circumstances require assistance from outside the United Kingdom, please contact Customer Care before sending any product.
19. Orders Purchased Elsewhere
This Refund & Returns Policy applies to products purchased directly from the official SHAYDE LONDON online store.
If SHAYDE LONDON products are purchased from an authorised third-party retailer in the future, returns should normally be made through the retailer from which the product was purchased, subject to your statutory rights.
20. Promotions and Discount Codes
Promotional offers and discount codes may be subject to separate terms communicated at the time of the promotion.
Unless otherwise stated:
- Discount codes cannot be exchanged for cash
- Promotions cannot normally be applied retrospectively
- Only eligible products qualify for the relevant promotion
- Promotional periods may be limited
Promotional terms do not override your statutory consumer rights.
21. Abuse of the Returns Process
We reserve the right to investigate return requests where we reasonably suspect fraud, abuse or misuse of our returns process.
This may include circumstances involving:
- Products falsely claimed to be faulty
- Items deliberately damaged after delivery
- Products returned that were not purchased from SHAYDE LONDON
- Fraudulent order information
We will not use this provision to deny legitimate statutory consumer rights.
22. Need Help?
If you have any questions about a return, refund or product issue, please contact our Customer Care team:
We recommend contacting us before sending any return so that we can provide the appropriate instructions.
23. Company Information
SHAYDE LONDON LIMITED
Registered in England and Wales
Company Registration Number: 17298021
VAT Registration Number: GB 526 6457 71
Registered Office:
Seymour Chambers
92 London Road
Liverpool
Merseyside
L3 5NW
United Kingdom
Returns Address:
SHAYDE LONDON LIMITED
45A Rodney Street
Liverpool
L1 9EW
United Kingdom
Email: support@shaydelondon.com
Please contact Customer Care before sending any return to the Returns Address.