We use various couriers across the globe:

UK (including NI, Scottish Islands & Highlands, Channel Isles, Isle of Man, Isle of Wight and the Scilly Isles) – UPS and Royal Mail
Rest of the world – UPS

We offer both Economy and Express shipping options.
Orders leave our warehouse from Monday to Friday only.

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.

Shipping rates

Shipping rates vary across the globe, this is 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 UPS shipping service instead.

Royal Mail 1st Class aim to deliver the next working day however this is not guaranteed.
Royal Mail 2nd Class aim to deliver within 3 working days 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.

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

UPS UK (next day delivery if ordered before 12pm GMT)

This is a UK Express Tracked service, they aim to delivery next working day.

Worldwide Economy Shipping (7-14 working days)

Orders aim to be delivered within 7-14 working days from the day your order left the warehouse.
Economy orders currently only leave our warehouse on Mondays and Thursdays.

Please allow 7-16 days if you live in an extended area. This slight delay can be due to the UPS delivery trucks only delivering twice weekly to rural areas along with these areas being reached only by road as a pose to air.

UPS International Express (3 business days)

This is our express service for those that require their order in quick time.
UPS have their own dedicated fleet of aeroplanes and vans to ensure your packages arrive quickly & efficiently. Delivery times vary depending on location however the moment your order is shipped you will receive full tracking information directly from UPS so you can follow the whereabouts of your consignment.
As a guide to shipping times, most consignments reach the USA in approx 3 to 5 working days, Canada approx 3 to 5 working days, Australia approx 7 days and Europe approx 3 to 5 days.

Important: We cannot be held responsible for packages that are delayed as once packages leave our warehouse it is the responsibility of the courier 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, delayed flights and unforeseen circumstances. Again this is out of our hands.

Area surcharges (UPS International Express)

On the very rare occasion, postal couriers may charge an extra extended area zone on the UPS International Express service. This surcharge can apply when your shipment is going to a location classed by UPS as remote. Extended area surcharges are only added once you order has been completed.
If you live in an extended area where a surcharge will be added, we recommend that you choose our UPS Worldwide Economy option where surcharges are not added. For more information as to whether you live in an extended area, click on this link:
https://www.ups.com/gb/en/shipping/zones-and-rates/area-surcharge.page

If an extended area surcharge has been added to your order once it has been completed, we will then contact you via email to provide you with the following options:

  1. To have you delivery service transferred by Eyelash Excellence to the economy option.
  2. For Eyelash Excellence to invoice you with for the additional area surcharge cost (this can sometimes be up to £27)
  3. To cancel your order and receive a full refund.

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 we cannot predict their amount.
You will be responsible for payment of any such import duties and taxes.
Occasionally packages can get held in customs for further checks, neither us or the courier has any control over the timescale of this.

Damaged packages

In the event that your package is damaged/open on delivery and items are either missing or broken, you must NOT discard 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: (UPS)

All UPS 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 UPS 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, delayed flights and unforeseen circumstances.

In the event that your package is delayed or lost, we ask customers to contact UPS direct via the UPS website for your country and provide their tracking number. We cannot obtain any more information than our customers and will only be acting as a middle man to provide the same information to you.

If you suspect that your UPS package is lost, we advise our customers to wait at least 3 working days after it’s confirmed delivery date. All UPS packages are trackable via the UPS website or by speaking directly to UPS customer service for your country.
If your package is confirmed lost by UPS, then we will assist you with a claim. Please contact us at info@eyelashexcellence.com

FREE SHIPPING

UK orders that exceed £100 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 our Express service. The exception to this is for those customers that live in an “extended area”  where a surcharge is added due to your address being classed as a remote location. If this is the case your order will be sent via our economy service.