Shipping & Returns
Shipping & Returns
At SHAYDE LONDON, we are committed to ensuring that your order is prepared and delivered with care.
This Shipping & Returns Policy explains our current UK delivery service, your cancellation and return options, and what to do if there is a problem with your order.
Nothing in this policy affects your statutory rights under applicable UK consumer law.
UK Delivery
We currently deliver within the United Kingdom only.
Standard Delivery
UK Standard Delivery: £3.99
Orders over £40 qualify for complimentary UK Standard Delivery.
Estimated delivery time is 2–3 working days from dispatch.
Delivery times are estimates and are not guaranteed.
Order Processing
Orders are typically processed within 1–2 working days.
Orders are processed Monday to Friday, excluding UK public holidays.
Once your order has been dispatched, you will receive a shipping confirmation email containing your available tracking information.
Please note that the estimated 2–3 working day delivery period begins from dispatch, rather than from the time your order is placed.
Delivery Information
While we aim to deliver orders within the estimated timeframe, delays may occasionally occur due to circumstances outside our reasonable control.
These may include:
- Courier delays
- UK public holidays
- Severe weather
- Transport disruption
- Exceptional order volumes
- Other unforeseen circumstances
Delivery estimates are provided as guidance and are not guaranteed.
If you experience a problem with your delivery, please contact us at:
Delivery Addresses
Customers are responsible for providing complete and accurate delivery information when placing an order.
Please check your delivery address carefully before completing checkout.
If you notice an error after placing your order, contact us as soon as possible at:
We will try to assist where possible, but we cannot guarantee that an address can be changed once an order has entered the fulfilment or dispatch process.
We do not currently deliver to PO Box addresses.
Tracking Your Order
Once your order has been dispatched, we will send you a shipping confirmation email containing your available tracking information.
Tracking information may take up to 24–48 hours after dispatch to update.
If you have not received your tracking information, please check your spam or junk folder before contacting us.
If you still require assistance, please contact:
International Shipping
SHAYDE LONDON currently ships within the United Kingdom only.
We do not currently offer international delivery.
As SHAYDE LONDON grows, we may introduce delivery to additional countries in the future.
Your Right to Cancel
If you purchase from us as a consumer, you may have a statutory right to cancel qualifying online purchases.
For many goods, you have 14 days from the day you, or a person nominated by you, receives the goods to notify us that you wish to cancel your purchase.
To exercise your cancellation right, please contact:
Please include your order number and sufficient information for us to identify your order.
Certain products may be excluded from the statutory right to cancel where a legal exception applies, including certain sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.
Returns
We hope you love your SHAYDE LONDON purchase. However, if you wish to return an eligible product, please contact us within the applicable return period.
For eligible change-of-mind returns, products should be:
- Unused
- Unworn
- In their original condition
- In their original packaging
- Complete with relevant accessories
- Complete with any applicable protective seals or hygiene seals
Please handle products only to the extent reasonably necessary to establish their nature, characteristics and functioning.
Different rules apply where an item is faulty, damaged, misdescribed or otherwise does not conform to your statutory rights.
Hygiene-Sealed Products
For health protection and hygiene reasons, certain sealed beauty and cosmetic products may not be eligible for a change-of-mind return once the relevant hygiene seal has been broken after delivery, where the applicable legal exception applies.
This may include certain:
- Lash products
- Bond products
- Sealers
- Removers
- Other sealed cosmetic products
This restriction applies only where the relevant legal requirements for the hygiene exception are satisfied.
It does not affect your rights if a product is:
- Faulty
- Damaged
- Incorrect
- Misdescribed
- Not of satisfactory quality
Your statutory consumer rights remain unaffected.
Requesting a Return
Before returning an item, please contact our Customer Care team at:
Please include:
- Your order number
- The item you wish to return
- A brief explanation of the reason for your return
Once your request has been reviewed, we will provide you with 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 do not send a return before contacting us. Following the return instructions provided by our Customer Care team will help us identify and process your return efficiently.
Return Shipping Costs
For eligible change-of-mind returns, you will normally be responsible for the direct cost of returning the goods, unless we tell you otherwise or applicable law requires us to cover the cost.
Where an item is faulty, damaged, incorrect or otherwise does not conform to your statutory rights, we will handle reasonable return arrangements or costs as required by applicable law.
We recommend obtaining proof of postage when returning an item.
Where you arrange the return yourself, we also recommend using an appropriate tracked delivery service.
Faulty, Damaged or Incorrect Items
If you receive an item that is:
- Faulty
- Damaged
- Incorrect
- Misdescribed
please contact us as soon as reasonably possible at:
Please provide:
- Your order number
- A description of the issue
- Photographs of the product where appropriate
- Photographs of the packaging where relevant
This information helps us investigate and resolve the issue more 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 deadline that removes or limits your statutory rights in relation to faulty goods.
Refunds
Once an eligible returned item has been received, we will review the return and process any refund due in accordance with applicable law.
Where you exercise a valid statutory cancellation right, we will make any refund due within the timeframe required by applicable consumer law.
Refunds will normally be issued to the same payment method used for the original purchase, unless otherwise agreed or required by law.
Once a refund has been issued by us, your bank, card issuer or payment provider may require additional time before the funds appear in your account.
We will notify you when your refund has been processed.
Original Delivery Charges
Where you validly cancel an entire qualifying order under your statutory cancellation rights, any refund of the original delivery charge will be handled in accordance with applicable consumer law.
Where you selected a delivery service that costs more than our least expensive standard delivery option, we are not required to refund the additional cost of the premium delivery service, where permitted by law.
This does not affect your rights where products are faulty or otherwise not in conformity with your statutory rights.
Exchanges
We do not guarantee direct exchanges.
Where an exchange is not available, you may need to return an eligible product in accordance with this policy and place a new order for the product you would prefer.
If you have received an incorrect or faulty product, please contact Customer Care before placing another order so that we can assist you.
Failed or Undeliverable Parcels
If a parcel is returned to us because:
- An incorrect or incomplete address was supplied
- Delivery was refused
- The parcel was not collected
- The courier was unable to complete delivery for a customer-related reason
we may contact you to discuss the available options.
Additional delivery charges may apply if you request redelivery following a failed delivery caused by incorrect customer information or another customer-related reason, where permitted by law.
Any refund due will be handled in accordance with applicable consumer law.
Orders Lost in Transit
If your tracking information indicates an unusual delay or you believe your parcel may have been lost in transit, please contact:
We will investigate the delivery with the relevant fulfilment or delivery provider and assist you with the appropriate next steps.
Please do not assume that a delayed tracking update means that a parcel has been lost, as tracking information can occasionally take time to update.
Changes or Cancellations Before Dispatch
If you need to change or cancel an order after placing it, please contact us as soon as possible:
We will try to accommodate your request where possible.
However, because orders may enter our fulfilment process quickly, we cannot guarantee that an order can be changed or cancelled before dispatch.
This does not affect any statutory cancellation rights you may have after receiving the goods.
Need Assistance?
If you have any questions about shipping, delivery, returns or refunds, our Customer Care team is here to help.
Email: support@shaydelondon.com
We aim to respond to customer enquiries as quickly as reasonably possible.
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 us before sending a return to the Returns Address.