Refund, Returns and Exchange Policy

Refund Policy

Thanks for purchasing our products at silktouchlashes.co.uk. If you are entirely not satisfied with your purchase we are here to help. We want to make sure you’re pleased with your purchase. If there’s anything we can do to improve your experience, please contact us at  contact@silktouchlashes.co.uk. If you would like to make a return, take a look at our policies below. You have 14 (fourteen) of calendar days to return an item from the day you received it.

Return Policy

The product(s) must be in their original packaging, if applicable, in the same condition it was received. Once we receive your returned item, our team will review your request and inspect it. We will send you an email to confirm that your item has been received, and then follow up with another email once the application has been processed to let you know your return was approved. If approved, the money will be refunded to your original method of payment. A refund will be processed within three business days upon receipt of the return, and the refund may take up to 1-3 weeks to go back to the customer’s payment source.

All payment companies are different in the amount of time it takes to confirm a payment, so it will likely take a minimum of a few days for the refund to show up in your bank statement.

Damaged Items

Using a proprietary packaging process, we ensure that more than 99.7% of packages arrive in the same flawless condition they left our warehouse. In the unlikely event you receive a damaged or mislabeled product, please file a claim with our support team via contact@silktouchlashes.co.uk. Once we receive your returned item, we will inspect it and process your refund via voucher or bank transfer depending on your selected option, and this cannot be changed after the option has been registered by our CS Team.


In the unlikely event that you receive a damaged or defective item, we’ll be glad to exchange the item for a new one. These items must meet our return criteria of being in a saleable condition upon return to Silk Touch Lashes. Once the items have been received and inspected by Silk Touch Lashes, the items that need to be exchanged will be sent out to the customer.

Return Shipping

Any unopened item/s being returned to us for either a refund or exchange is the customer’s sole responsibility to cover all shipping costs, unless otherwise written, and to ensure that the products being returned are packaged appropriately. We will not offer a refund or exchange for any products that are returned to us damaged as a result of packing negligence on behalf of the customer.

After you’ve submitted a return request to contact@silktouchlashes.co.uk, we will send you a PDF of a return shipping label. Please print it out and affix to your package. You are responsible for paying for the return shipping costs. We will deduct the cost of return shipping from your refund. All shipping costs associated with exchanges is at the customer’s expense.

Shipping Costs

All shipping services we offer are calculated by weight, size, destination and delivery speed; the shipping prices shown on checkout represent the rates of the shipping companies. Any estimated delivery times displayed are provided to us by our shipping companies and are an estimate only and are not guaranteed in any way. These delivery estimates also do not include processing times, which may take as long as 1 business day. All estimated delivery times do not include weekends and holidays.

While we strive to have no mistakes, we realize that we are not perfect, and mistakes do happen. If wrong or defective item was shipped, please let us know immediately, and we will correct the situation at our expense. We will send the correct items along with a return label for shipping the incorrect item back to our warehouse. Unfortunately, we cannot issue shipping refunds on return items under any other circumstances.

Risk of Loss During Shipment

All items purchased from silktouchlashes.co.uk or any Silk Touch Lashes sales/distribution agents that must be shipped to the customer involve the use of a shipping carrier. These shipping carriers have their own terms and conditions of use, were applicable you agree to the individual shipping contracts. This means that the risk of loss or damages caused during shipping is between you and the shipping company. However, in the unlikely event of a lost package or if a package is damaged during shipping, we will work with you and the shipping company to resolve the issue.


If you’re shipping an item over £75, consider purchasing shipping insurance to ensure it arrives. We can’t guarantee that we’ll receive your item.

Contact Us

If you have any questions on how to return your item to us, kindly contact us either by:

visiting our CONTACT US page on the website

email us at contact@silktouchlashes.co.uk

or call our land line number +441592567105

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