Our customer services team are focused on providing you with the best possible service. They are available Monday – Friday, 8.30am – 5.30pm to answer any questions you might have about Nouveau Lashes Products, Aftercare, or Training options. Simply Contact Us, or select the Live Chat function to speak to a member of our team.
Delivery charges within the UK
We offer FREE delivery within the UK for all purchases from the Consumer Store and aim for same day despatch on orders before 2pm. Simply add your purchases to your basket and checkout using your selected payment method. Your purchases will be sent by Royal Mail Tracked and will be with you between 1-5 days.
Please note: Your tracking information will be emailed to you once your item is despatched.
If you wish to order from a location outside of the UK, please call our phone order line on 01977 655620 ext. 503
WHERE IS MY ORDER?
We aim to process and dispatch orders within 1 day of receiving the order but at busy times, please be aware this can take longer. You should receive your order within 1-5 business days after dispatch. Please check your confirmation email for your tracking information.
If you wish to amend an order, we will do all we can to assist you. However, you must contact us as soon as possible after placing you order.
Please bear in mind that orders are normally processed swiftly, so we may have already packaged your order and made arrangements for it to be sent to you. In these circumstances, it may not be possible to amend your order at that point.
You are entitled cancel your order within seven-days of making your order. If you contact us as soon as possible after placing you order, it may be possible for us to cancel it before it is processed (see contact details below).
Please bear in mind that orders are normally processed swiftly, so we may have already packaged your order and made arrangements for it to be sent to you. In these circumstances, it will not be possible to cancel your order at that point. Additionally, it may not always be possible to stop your order from being dispatched.
In order for us to rapidly process your request, it would be helpful if you had the following information to hand:
- Customer name
- Order number
- Date of order
- Value of order
- Payment method
It is your responsibility to ensure the safe return of the item(s) by packaging the products adequately and using a reputable delivery service that insures you to the value of the goods and offers a recorded service. The cost of returning the item to us is your responsibility unless it has been received in damaged condition, if this is the case you will be reimbursed for postage. Please include a completed returns form with your item(s).
Please be aware that the parcel can take up to 7 working days to be returned to us, unless sent via special delivery. This refers to Post Office deliveries only.
RETURNING OR EXCHANGING DAMAGED ITEMS
It is important to us at Nouveau Lashes that your order reaches you in perfect condition. If any of your items are damaged, we will arrange a return or exchange for you.
Our team will send you the necessary packaging to return the damaged item(s) to us. You must then return the item(s) to us (including the original packaging) within 7 days, clearly stating the problem with the order. Please be aware that the parcel can take up to 7 further working days to be returned to us, unless sent via special delivery. This refers to Post Office deliveries only.
We will examine the returned product and will notify you of your eligibility for a refund or exchange via email within a reasonable period of time. Please note, we will not be able to accept returned items if it is determined that they have been used. In such circumstances no refund will be offered.
In those cases where a refund or exchange is agreed, the refund or replacement will be made to you as soon as possible. For refunds and reimbursements for postage, we will usually refund any money received from you using the same method originally used by you to pay for your purchase.
Please note that this returns policy does not affect your statutory rights.