We use two different courier services, depending on where you live. Below is some further information on each:
UK (including NI, Scottish Islands & Highlands, Channel Isles, Isle of Man, Isle of Wight and the Scilly Isles) – DPD and Royal Mail
Rest of the world – DPD
Orders leave our warehouse from Monday to Friday only.
SHIPPING AND TRANSIT TIMES-
We cannot guarantee shipping times, however we do dispatch goods the same working day if ordered before 12pm GMT UK time. Please note shipping times may be extended during holidays & busy periods & in areas that may be effected by COVID-19 staff shortages.
DPD Air Classic International shipments/rest of the world (anywhere outside of the United Kingdom): These will be delivered within 3-5 business days (Mon-Fri)
DPD UK (Next Business day if ordered before 12pm GMT): These will be delivered next business day (Mon-Fri)
DPD UK Saturday delivery – Please note, customers must order by 12pm (UK time) the day before (on the Friday) to allow for Saturday Next Day delivery. Please do not choose this option if you are purchasing after 12pm on the Friday afternoon (UK time).
Shipping rates
Your shipping rate will be calculated at checkout based on the order weight, your address and the shipping option chosen.
Royal Mail (UK Postal service)
If you place your order by Royal Mail, please be aware that this service is our most affordable UK option and is therefore untracked and can take several working days to arrive. We cannot follow its journey once is has left our warehouse.
If you require your order tracked or guaranteed express delivery (next working day) please select the DPD shipping service instead.
Royal Mail 1st Class aim to deliver the next working day however this is not guaranteed.
Royal Mail delays:
Royal Mail is not a guaranteed service therefore it is not unusual for your delivery to exceed your expected delivery date. Once again, we do NOT recommend using this service if you require your package quickly or by a certain date, particularly during periods of strike action (you can view further details regarding the strike action and effected days on the Royal Mail website)
Royal Mail lost packages:
Royal Mail do not consider packages to be lost until 13 working days past the expected delivery date. If you are concerned your package is lost, please do not contact us until the 13 days is up. You can contact us at info@eyelashexcellence.com
You will receive a fully tracked service with any DPD shipments which will be provided via text and/or email services using the telephone and email address that you provided us when ordering.
Important: We cannot be held responsible for packages that are delayed (due to severe weather conditions, delays due to customs etc) as once packages leave our warehouse it is the responsibility of the courier to deliver your package safely and within the time frame given.
Custom charges
If you order products from our site for international delivery, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and you will be responsible for payment of any such import duties and taxes. Please note that Ireland will not incur any additional charges than the shipping fee paid to us at checkout. Occasionally packages can get held in customs for further checks, neither us or the courier has any control over the timescale of this. Please note that you are within your rights to refuse the package on arrival to be returned for us for a refund minus the return cost.
Damaged packages
In the event that your package is damaged/open on delivery and items are either missing or broken, you must NOT discard of the packaging. Our couriers require photographic evidence of the damage for Eyelash Excellence to be able to initiate a claim. If you cannot provide us with this evidence then we will be unable to replace or refund your items.
Lost packages/delays: (DPD)
All DPD packages are tracked. Our couriers aim to deliver your packages within the time frame provided on our website. Delivery times start from the time the package leaves our warehouse and not from the date/time that the order was placed.
We cannot be held responsible for packages that are delayed as once packages leave our warehouse it is the responsibility of DPD to deliver your package safely and within the time frame given. In the rare event, some packages can be delayed due to staff shortages, weather conditions, courier travel delays and unforeseen circumstances.
If you suspect that your package is lost, we advise our customers to wait 3 working days after it’s confirmed delivery date. All DPD packages are trackable via their website or by speaking directly to DPD customer service.
If your package is confirmed lost by DPD, then we will assist you with reaching out to DPD to locate the whereabouts of your parcel. Please note that this may take a number of days as an investigation will need to take place and customs may need to be contacted. Please contact us at info@eyelashexcellence.com if you suspect that your parcel is lost.
FREE SHIPPING
UK orders that exceed £75 qualify for free shipping.
Rest of the world orders that exceed £200 qualify for free shipping.
(This is the total of your shopping basket excluding the shipping costs).
If you qualify for free shipping, your package will be shipped free of charge via DPD.
