Customer Service

Delivery

Shop Customers

Standard UK shipping (3-5 working days) £3.50 inc VAT below £25.00 
FREE Standard UK shipping (3-5 working days) over £25.00
Express UK shipping (up to 48 hours ): £7.00 inc VAT

PRO Shop customers

We offer FREE DELIVERY within the UK for all orders above £70 (exc VAT) from our Pro Shop.
For orders under £70, we offer a Royal Mail Recorded Signed For option at £4.50 (3-5 working days delivery).
At checkout, you will have options for express delivery (up to 48 hours) at an added cost (£7.00).

My Order

Place, change or cancel an order

We are unable to change or cancel any orders once they have been processed, if you have any queries about your product order please call 01977 655620 or email [email protected].

Where is my order?

You should receive your order within 1-5 working days after dispatch.
We aim to process and dispatch orders within 1 day of receiving them. Please be aware that during busy times, this can take longer.
For Next Day or Courier Delivery orders, please ensure you place your order before 2pm (on working days) to qualify for same day dispatch.

Returns & Refunds

Returning an item

It is your responsibility to ensure the safe return of the item(s) by packaging the products adequately and using a reputable delivery service. Please include a completed returns form with your item(s).
The cost of returning the item(s) is your responsibility unless it has been received in a damaged condition (in these cases you will be reimbursed for postage).
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.

Damaged Items

If you have received a damaged item, please call 01977 655620 or email [email protected]. 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 damaged items within 14 days (with the original packaging) clearly stating the problem with the order.

Returns

You are entitled to return your item(s) within 14 days of placing your order for a refund (providing it’s in a re-saleable condition).
We will not issue a refund for items if it is determined that they have been used.

Customer Support

FAQs

Here are some frequently asked questions from our customers.

Finding a Salon

Search your town, city or postcode to find your nearest salon.

Aftercare

Head to our aftercare page to read our top aftercare tips for LVL, SVS, Extend and Express treatments.

Useful information for our professional lash artists

Contact your account manager

Your account manager is there for help and guidance after your training. They will also help answer any questions you may have.

Resource Centre

Our Resource Centre is available to you after you complete your training. You’ll have access to your account and instructions on how to add your social media and websites to our salon finder.
It’s also filled with helpful refresher and skill boosting guides so that you can stay on top of your training.

International

For orders with an international shipping address, a shipping charge will be provided when placing your order. Your shipping charges may vary according to the size and weight of your order, as well as the country of delivery. For trade orders please see our Pro Site T&Cs. International shipping charges provided by Nouveau Lashes Limited do not include any additional customs costs, taxes, or duties – charges may vary according to the country of delivery, its applicable legislation, and general inflation. It is your responsibility to make prompt and full payment of these charges to receive delivery of your orders. If you fail to make payment of such charges, resulting in the products being returned to sender, you must pay any additional costs before any refund or re-delivery will be authorised. International deliveries are estimated to be dispatched within 3-5 working days. Customs processes and checks may vary and will be country specific.

For countries that require additional importation documents, please ensure any necessary import checks are completed prior to placing your order.

Nouveau Lashes Limited will not be responsible for disruption with delivery services or any additional costs incurred with delivery once the order has been shipped.

Complaints

We hope that you’re pleased with everything you purchase as well as any treatments you receive. However, if you are dissatisfied with anything, please contact us:

Call Us: 01977 655620

Email us: [email protected]

We're committed to the highest standards of customers care. View our Customer Complaints Procedure.