If your product has been damaged in transit, is faulty or missing products, please contact us by e-mail or phone within 5 working days of order date to arrange a replacement or a refund and to arrange the return of the faulty items.
We will not exchange or refund any item which has been used or is not in the exact condition in which we dispatched it.
You must contact us by phone or email to confirm which items are being returned. You will be responsible for the cost of returning the goods to us (we recommend you get Proof of Posting). There will be no refund of the cost of returning the goods. Any free gifts associated with an item must be returned at the same time. Please return them to the address given on our website along with a note of your order number, full name, and the reason for return. Refunds will be made to the original charged account within 7 days of receipt of the returned goods.
Monroe Beauty will not accept responsibility for any loss of lashes or irritation to clients.
If adhesives are believed to be faulty they must be returned for testing before any refund is made. If the product is deemed to be faulty, a full refund will be processed. In such cases, we will refund the postage cost of returning the item and any replacement will be sent with no further P&P charge.
Please be aware that testing of a product’s quality and receiving the results is often a 4-5 working day process.
Monroe Beauty will not be held responsible for trays of lashes that are deemed to be faulty through incorrect use. If you believe a tray to be faulty you will be required to return the tray to Monroe Beauty for testing. Monroe Beauty will then test the lashes and send a video of the result showing if the lashes are actually faulty or not. If found to be faulty Monroe Beauty will consider the amount to be refunded judging by how many lashes from the tray were returned. If not found to be faulty Monroe Beauty will return the lashes to you.
Important notice: self-fanning lashes are made differently to all other lashes. Monroe Beauty use a special non-drying glue on the bottom which activate the fan on pinching and will hold the shape of the fan perfectly. A small percentage of the lashes may be sticky due to the lashes being glued by hand, therefore the height of the glue may vary.
Monroe Beauty will not send replacement items out for faulty tweezers without receiving either a photo of the faulty items (clearly showing the fault) or after receiving the faulty tweezers back for inspection. If found to be faulty after inspection we will issue a full refund for the product and the return postage cost.
Cancellation of Orders
Except at the busiest time of the year, e.g. Christmas, orders are normally dispatched to you on the next working day of receipt by us. If you wish to cancel BEFORE we have sent goods, you must do so by phone or email as soon as possible. If your order has not been sent, it will be cancelled and you will not be charged.
If you change your mind and cancel AFTER your order has been sent or after receiving the goods the following procedures apply:
When you receive your order, as per the EU Distance Selling Directive, you have a “cooling off period” of 14 days to return the ordered products if you have changed your mind and wish to cancel. The goods must be returned unused, unopened and in the same condition as they were originally dispatched from Monroe Beauty.
Regulations state for orders over £42 Customers have:
- 14 days after item received to cancel.
- 14 days to return after notifying desire to cancel
- 14 days to receive refund after item received by seller
- 30 days to notify non-receipt of delivery
An entitlement to full refund including out-going shipping cost (standard shipping only if customer has paid extra for premium) Note: we offer free shipping over £15.00 so in most cases this is not an issue. Customer will be responsible for the cost of returning unwanted items but we will refund the cost if faulty.
Unable to deliver
If you are not available to receive your order and it is returned to us, your payment will be refunded minus any shipping charges already paid and any costs incurred in returning the package to us.
If an attempt to deliver goods continues to fail through no fault of our or the couriers (you are not in or have entered the wrong address etc.) and is subsequently returned to us, we will not refund for shipping, and the cost incurred to us for shipping, and the courier returning the goods will be deducted from any refunds.
These conditions do not affect your statutory rights