Terms of service
Terms & Conditions
Effective Date: September 2026
Welcome to SHAYDE LONDON.
These Terms & Conditions (“Terms”) govern your use of shaydelondon.com and any purchases made through our online store.
The website and online store are operated by SHAYDE LONDON LIMITED, a company registered in England and Wales.
By using our website or placing an order, you agree to these Terms. Nothing in these Terms affects any statutory rights that you have as a consumer under applicable UK law.
1. About Us
SHAYDE LONDON LIMITED
Company Registration Number: 17298021
VAT Registration Number: GB 526 6457 71
Registered Office:
Seymour Chambers
92 London Road
Liverpool
Merseyside
L3 5NW
United Kingdom
Email: support@shaydelondon.com
Website: shaydelondon.com
Throughout these Terms, “SHAYDE LONDON”, “we”, “us” and “our” refer to SHAYDE LONDON LIMITED.
2. Eligibility
You must have the legal capacity to enter into a contract to place an order through our website.
If you are under 18, you should only use our website or place an order with the involvement and permission of a parent or legal guardian.
When placing an order, you confirm that the information you provide is accurate and complete and that you are authorised to use the payment method selected.
3. Use of Our Website
You may use our website only for lawful purposes.
You must not misuse our website, attempt to gain unauthorised access to our systems, knowingly introduce viruses or other harmful material, interfere with the operation or security of the website, use our content unlawfully, or use automated methods to collect information from our website without our permission where such activity is prohibited by law.
We may restrict or suspend access where we reasonably believe the website is being misused.
4. Orders and Formation of Contract
When you place an order, you are making an offer to purchase the products in your basket.
After placing your order, you will normally receive an automated confirmation acknowledging that we have received it. This acknowledgement does not necessarily mean that your order has been accepted.
Unless we expressly tell you otherwise, a contract between you and SHAYDE LONDON is formed when we accept your order and dispatch the products.
We may decline or cancel an order before acceptance where reasonably necessary, including where:
- A product is unavailable;
- Payment cannot be authorised;
- We identify an obvious pricing or description error;
- We reasonably suspect fraud or misuse;
- Delivery information is incomplete or invalid; or
- We are unable to fulfil the order.
If we cancel an order after taking payment, any amount due back to you will be refunded to the original payment method.
5. Product Availability
All products are subject to availability.
Although we take reasonable steps to maintain accurate stock information, discrepancies may occasionally occur.
If a product becomes unavailable after you place an order, we may contact you, cancel the affected product or order and provide an appropriate refund.
We will not substitute a materially different product without your agreement.
6. Product Descriptions and Images
We take reasonable care to ensure that product descriptions, photographs and other information are accurate.
However, minor differences may occur. For example, colours can appear differently depending on lighting or device settings, packaging may be updated, and handmade lash products may contain minor variations.
Nothing in this section limits your statutory rights where goods are faulty, misdescribed or otherwise do not conform to the contract.
7. Prices and VAT
Prices are displayed in Pounds Sterling (GBP £) unless stated otherwise.
Where applicable, prices displayed to UK consumers include VAT.
We take reasonable care to ensure that prices are correct. If we discover an obvious pricing error before accepting your order, we may contact you and give you the opportunity to purchase at the correct price or cancel the order.
If an order is cancelled following a pricing error and payment has already been taken, the relevant amount will be refunded.
8. Payment
Payment must be successfully authorised before an order can be fulfilled.
Available payment methods are displayed during checkout and may change from time to time.
Payment information is processed through our payment service providers. By submitting payment information, you confirm that you are authorised to use the selected payment method.
We may carry out or rely on reasonable fraud-prevention and payment-security checks.
9. Promotions and Discount Codes
Promotional offers and discount codes may be subject to additional conditions communicated at the time of the promotion.
Unless otherwise stated:
- Promotional codes have no cash value;
- Only one promotional code may be used per order;
- Promotions cannot be applied retrospectively;
- Certain products may be excluded; and
- Codes must be used within their stated validity period.
We may refuse or withdraw a promotional benefit where we reasonably believe there has been fraud, misuse or a breach of the applicable promotional terms.
Nothing in a promotion affects your statutory consumer rights.
10. UK Delivery
SHAYDE LONDON currently delivers exclusively within the United Kingdom.
Standard UK Delivery costs £3.95.
Orders over £40 qualify for complimentary Standard UK Delivery.
Orders are normally processed within 1–2 working days, and Standard UK Delivery typically takes 2–3 working days from dispatch.
These timeframes are estimates unless a delivery date has expressly been agreed as binding.
Delivery may occasionally be affected by carrier disruption, public holidays, adverse weather, periods of high demand or circumstances outside our reasonable control.
Your statutory rights relating to delivery remain unaffected.
11. Delivery Information
You are responsible for providing complete and accurate delivery information when placing your order.
Please check your address carefully before completing checkout.
If you notice an error, contact us as soon as possible. We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.
Where a parcel is returned because of incorrect information supplied by you, refusal of delivery or failure to collect the parcel, we will contact you where appropriate regarding the available options.
Any additional costs will only be charged or deducted where permitted by law.
12. Risk and Ownership
Risk of loss or damage to the goods generally remains with us until the goods come into your physical possession, or the physical possession of a person identified by you to receive them, except where applicable law provides otherwise.
Ownership of the goods passes to you once we have received payment in full and the goods have been delivered.
13. Tracking and Delivery Problems
Where tracking is available, tracking information will normally be provided after dispatch.
Tracking information may take a short period to become active.
If your order has not arrived within a reasonable period after the expected delivery date, please contact support@shaydelondon.com.
Where appropriate, we will investigate the delivery with our fulfilment or delivery provider.
14. International Delivery
We do not currently offer international delivery.
Orders can presently be delivered only to eligible addresses within the United Kingdom.
We may expand delivery to additional countries in the future.
15. Returns and Change of Mind
Consumers purchasing online may have statutory cancellation rights, including a right to cancel certain contracts within 14 days after receiving the goods, subject to applicable exceptions.
If you wish to make an eligible change-of-mind return, please contact:
before sending the goods back.
Further information is provided in our Returns & Refund Policy.
Nothing in these Terms limits any statutory cancellation or return right available to you.
16. Condition of Change-of-Mind Returns
For an eligible change-of-mind return, products should be handled only to the extent reasonably necessary to establish their nature, characteristics and functioning.
Products returned following unnecessary handling may be subject to a lawful deduction for any reduction in value.
Separate rules may apply to sealed products that are not suitable for return for health protection or hygiene reasons.
17. Hygiene-Sensitive Products
Certain sealed products may not be eligible for change-of-mind cancellation once their protective or hygiene seal has been broken after delivery where:
- the goods are not suitable for return due to health protection or hygiene reasons; and
- the applicable legal requirements for that exception are satisfied.
This may apply to certain lash products, Bond, Sealer, Remover and other sealed cosmetic or hygiene-sensitive products.
Used or worn products will not normally be accepted as ordinary change-of-mind returns where the applicable legal exception or reduction in value rules apply.
This does not remove your statutory rights if a product is faulty, damaged, incorrectly supplied, misdescribed or otherwise does not conform to the contract.
18. Faulty, Damaged or Incorrect Products
If you receive a faulty, damaged or incorrect product, please contact us as soon as reasonably possible.
We may ask for your order number, photographs or other reasonable information to help us investigate the issue.
Your rights in relation to faulty goods are governed by applicable UK consumer law, including the Consumer Rights Act 2015.
Depending on the circumstances, you may be entitled to remedies including rejection and refund, repair or replacement, or a price reduction.
Nothing in these Terms replaces or restricts those statutory rights.
19. Refunds
Where you are entitled to a refund, we will issue it to the original payment method unless otherwise agreed or required by law.
Refunds will be processed within the periods required by applicable law.
Your bank, card issuer or payment provider may take additional time to display the funds after we have processed a refund.
Where you validly exercise a statutory right to cancel an eligible distance contract, any required refund of standard outbound delivery charges will be made in accordance with applicable law.
20. Return Costs
For an eligible change-of-mind return, you will normally be responsible for the direct cost of returning the goods where this has been properly communicated to you.
Where products are faulty, damaged, incorrect or otherwise do not conform to the contract, return arrangements and reasonable costs will be handled in accordance with your statutory rights.
Approved returns should be sent in accordance with the instructions provided by us to:
SHAYDE LONDON LIMITED
45A Rodney Street
Liverpool
L1 9EW
United Kingdom
We recommend retaining proof of postage.
21. Product Use and Safety
SHAYDE LONDON products are intended for cosmetic use and should be used in accordance with the instructions supplied with the product.
Where the instructions recommend a patch test, please follow the stated patch-testing procedure before use.
Discontinue use if you experience irritation, redness, swelling or other adverse effects and seek appropriate medical advice where necessary.
Do not use a product if you know that you are allergic to any of its ingredients.
Nothing in these Terms excludes liability where it would be unlawful to do so.
22. Product Performance
Individual results may vary depending on factors including application technique, natural lashes, skin type, aftercare, lifestyle and environmental conditions.
Any wear-time or performance information provided by SHAYDE LONDON should be read together with the relevant product instructions and does not guarantee identical results for every customer.
23. Customer Accounts
Where customer accounts are available, you are responsible for keeping your account credentials confidential and for providing accurate information.
Please notify us promptly if you believe that your account has been accessed without authorisation.
We may suspend an account where reasonably necessary to protect you, SHAYDE LONDON or other users from suspected fraud or misuse.
24. Prohibited Use
You must not use our website or services for unlawful, fraudulent or abusive purposes.
This includes attempting payment fraud, interfering with website security, introducing malicious code, submitting deliberately false information or abusing promotional offers.
We may take reasonable action, including refusing an order or restricting access, where necessary to prevent fraud or misuse.
25. Commercial Resale
Unless otherwise agreed with us in writing, products sold through our consumer website are intended for personal use.
We may refuse unusually large or repeated orders where we reasonably believe they are being placed for unauthorised commercial resale.
For wholesale or commercial enquiries, please contact us directly.
26. Intellectual Property
The content of the SHAYDE LONDON website, including our branding, logos, original photographs, videos, graphics, product descriptions, packaging artwork and other original materials, is owned by or licensed to SHAYDE LONDON LIMITED and is protected by applicable intellectual property laws.
You may not reproduce, distribute, commercially exploit or otherwise use protected SHAYDE LONDON content without permission except where permitted by law.
27. Reviews and User-Generated Content
If you voluntarily submit a review, photograph, video or other content to us, you confirm that you have the right to provide it and that it does not knowingly infringe another person's rights or contain unlawful material.
Any licence granted to us to use submitted content will be subject to the terms communicated when the content is submitted or otherwise agreed with you.
We will not knowingly present incentivised or commercial content as independent consumer feedback where disclosure is required by applicable law or advertising rules.
28. Website Availability
We aim to keep our website available and functioning properly, but uninterrupted access cannot be guaranteed.
We may temporarily suspend or restrict parts of the website for maintenance, security, updates or circumstances outside our reasonable control.
29. Third-Party Services
Our website may rely on or link to third-party services, including payment providers, delivery services and other technology providers.
Their own terms and privacy policies may apply when you use their services.
We are not responsible for third-party websites that we do not operate, but this does not limit any responsibility that we have to you under applicable consumer law for services we have arranged as part of your order.
30. Privacy and Cookies
We process personal information in accordance with our Privacy Policy and applicable data protection law.
Our use of cookies and similar technologies is explained through our website's privacy and cookie information and consent controls where required.
31. Marketing Communications
Where permitted by law, we may send marketing communications if you have provided the necessary consent or another lawful basis applies.
Marketing is not a condition of purchasing from SHAYDE LONDON.
You may unsubscribe from marketing emails using the unsubscribe link contained in the message or contact us at:
Withdrawal from marketing does not prevent us from sending necessary transactional or service communications relating to your orders.
32. Limitation of Liability
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
In particular, nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.
If you are purchasing as a consumer, we are responsible for losses that are a foreseeable result of our breach of these Terms or failure to use reasonable care and skill.
We are not responsible for losses that were not foreseeable when the contract was formed.
Products purchased through our consumer store are supplied for private and domestic use. Subject to applicable law, we are not responsible for business losses arising from consumer purchases, including loss of profit, revenue or business opportunity.
33. Events Outside Our Reasonable Control
We will not be responsible for delay or failure caused by circumstances outside our reasonable control to the extent permitted by law.
Where such circumstances affect an order, we will take reasonable steps to minimise the impact and will communicate with you where appropriate.
Your mandatory statutory rights remain unaffected.
34. Changes to These Terms
We may update these Terms from time to time to reflect changes to our business, website, products or legal obligations.
The version applicable to your purchase will generally be the version in effect when your contract with us was formed.
Updated Terms will be published on our website with a revised Effective Date.
35. Severability
If any provision of these Terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
36. No Waiver
If we do not enforce a provision of these Terms immediately, this does not mean that we have waived our right to enforce it later.
37. Governing Law and Jurisdiction
These Terms are governed by the laws of England and Wales.
If you are a consumer, you may also benefit from mandatory protections available to you under applicable law.
Nothing in these Terms deprives you of any mandatory consumer protection or right to bring proceedings in a court available to you under applicable law.
38. Complaints and Disputes
If you have a complaint concerning an order or product, please contact us first at:
We will make reasonable efforts to resolve complaints fairly and promptly.
Nothing in this section prevents you from exercising any right to pursue another dispute-resolution method or legal remedy available to you.
39. Electronic Communications
We may communicate with you electronically in connection with your orders, account, returns, refunds, security matters and other service-related matters.
Where applicable law requires information to be provided in a particular form, we will comply with those requirements.
40. Other Policies
These Terms should be read together with our other applicable website policies, including our:
- Privacy Policy;
- Shipping & Returns Policy;
- Returns & Refund Policy; and
- Subscription Cancellation Policy, where subscriptions are offered.
If a specific policy contains additional terms relevant to a particular service or purchase, those terms will apply alongside these Terms to the extent permitted by law.
41. Contact Us
If you have questions about these Terms, an order or one of our products, please contact:
SHAYDE LONDON LIMITED
Seymour Chambers
92 London Road
Liverpool
Merseyside
L3 5NW
United Kingdom
Email: support@shaydelondon.com
Website: shaydelondon.com
Company Registration Number: 17298021
VAT Registration Number: GB 526 6457 71
Effective Date: September 2026