Frequently Asked Questions
Orders
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To place an order, simply browse our products, select the
items you wish to purchase, and proceed to checkout. Follow the prompts to enter your shipping and payment information, then confirm your order.You can also contact our friendly customer service team at lashes@eyelasemporium.co.uk or call us at 01753 650656 where
you can place an order over the phone. -
Once your order has been shipped, you will receive a tracking
number via email. You can use this tracking number to monitor the progress of your delivery through the carrier's tracking service. -
If there's an issue with your order, please contact our customer service team immediately with your order number and details of the problem. We'll work quickly to resolve any errors.
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We apologise for any inconvenience. Please reach out to our
customer service team with photos of the damaged/faulty item and your order number. Where possible, we'll arrange for a replacement or refund as soon as
possible. -
If your order is marked as delivered but hasn't arrived, please first check with your neighbours or building management in case it was left with them. If you still can't locate your package, contact our customer service team for assistance.
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If your order hasn't been shipped yet, we may be able to update the delivery address. Please contact us as soon as possible with your order number and the new address. Please note that our opening times are
Monday-Thursday 9:00am – 5:00pm and Friday 9:00am - 4:30pm. -
We aim to process orders quickly, but if your order hasn't
been shipped, we may be able to accommodate changes or cancellations. Please contact us with your order number and requested changes. Please note that our opening times are Monday-Thursday 9:00am – 5:00pm and Friday 9:00am - 4:30pm. -
Confirmation emails are typically sent immediately after
placing an order. If you haven't received yours, please check your spam or junk folder. If you still can't find it, contact our customer service team, and we'll resend it. -
If you need an invoice for your order, please contact our customer service team with your order number, and we'll be happy to provide one.
Shipping & Delivery
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We offer standard and expedited shipping options, with delivery times and costs varying depending on your location and the shipping method chosen.
Royal Mail
Order before 3pm to receive your order within 3 working days (Monday - Thursday, UK orders only). Any orders placed after 3pm on Friday will be sent out for delivery the following Monday, excluding Bank Holidays.
DPD Next Working Day
Order before 3pm to receive your order within 1 working day (Monday - Thursday, UK orders only). Orders received after 3pm on Friday will be shipped the following Monday, excluding bank holidays. Northern Ireland is also excluded, as this is a 2-3 working day service.
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Shipping times vary depending on your locationand the shipping method selected. Standard shipping usually takes 1-3 working days, while DPD shipping can arrive within 1 working days. You can find more details during the checkout process.
International shipping could take up to 14 working days depending on location.
Due to global supply chain challenges, shipping times could be longer than usual. -
Shipping rates can vary depending on the weight of your order and the region you are in. Shipping costs is calculated at checkout.
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Yes, we ship our products all over the globe.
Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region. -
Yes, we strive to deliver to as many locations as possible, including remote areas. However, delivery to remote locations may be subject to extended delivery times and additional shipping fees. We recommend contacting our customer service team to enquire about delivery options specific to your area. On some occasions, we may contact you directly.
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Yes, we offer free shipping for orders over £25.
Payments
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We accept payments from major credit and debit card companies like Visa, Mastercard. We also take payment via Apple Pay, Google Pay & Shop Pay. Please note that available payment methods may vary depending on your
location and the nature of the transaction. -
If you encounter any payment issues or have trouble applying
a discount code during checkout, please don't hesitate to reach out to our customer service team. They are available to assist you and resolve any issues promptly. You can contact them via email at lashes@eyelasemporium.co.uk or call us at 01753 650656, and
provide them with details about the problem you're facing. Rest assured, we'll do our best to ensure a smooth and hassle-free shopping experience for you.
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All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
Returns & Refunds
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Yes, we offer full and partial refunds.
Please enquire for more information about our Refund policy.
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A refund request can be submitted within30 days after the purchase is made.
Account/Profile
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To create an account, simply click on the "Sign up here"
button located here. Follow the prompts to enter your email address, create a password, and provide any other necessary information. Once completed, you'll have successfully created your account where you can view your personal information and previous order details. -
If you've forgotten your password, don't worry! On the login
page, click on the "Forgot your password?" link. Enter the email
address associated with your account, and we'll send you instructions on how to reset your password. Follow the link provided in the email to create a new password and regain access to your account.
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Yes, you can easily update your delivery address information
at any time. Simply log in to your account and navigate to the "Account Details" section. From there, you'll be able to edit or delete your address information as needed. Don't forget to save your changes once you're done! -
We use all major carriers, and local courier partners. Use the shipping estimator in the cart to check your shipping rates.
General Troubleshooting
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If you encounter an error message while using our website, we recommend the following steps:
- Take a screenshot of the error message for reference.
- Refresh the page to see if the error resolves itself.
- Check your internet connection to ensure it's stable.
- Clear your browser cache (see instructions below).
- If the error persists, please contact our customer service team with details of the error message and any relevant screenshots for further assistance.
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Clearing your browser cache can help resolve various issues, including loading errors and outdated content. Here's how you can do it in most popular browsers:
- Google Chrome: Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac), select the time range, and check the "Cached images and files" box. Then click "Clear data."
- Safari: Go to Safari > Preferences > Privacy, then click "Manage Website Data" and "Remove All."
- Microsoft Edge: Press Ctrl + Shift + Delete, select the time range, and check the "Cached images and files" box. Then click "Clear now."
- Mozilla Firefox: Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac), select the time range, and check the "Cache" box. Then click "Clear Now."
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Yes, here are some common troubleshooting steps you can try if you encounter issues while using our website:
- Refresh the page.
- Check your internet connection.
- Clear your browser cache (instructions provided above).
- Try using a different browser.
- Disable browser extensions or plugins that may be causing conflicts.
- Restart your device.
- If the issue persists, try accessing our website from a different device or network to see if the problem is isolated to your current setup.
If none of the above steps resolve the issue, please contact our customer service team for further assistance.