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Terms of Trade

These Terms and Conditions of Trade are the terms on which Eyelash Queen, located at Unit 15 Drake Mill Business Park, Plymouth, PL6 7PS provide merchandise (“Goods”) to you (“You”/”Your”) as a consumer via our website, including, without limitation and any additional shopping sites that we may create from time to time to purchase product and also as a resource for information and entertainment (collectively the “Websites”).

For the sake of clarity and avoidance of doubt, only sites owned and operated by us are subject to this Terms and Conditions of Trade policy (the “Terms and Conditions of Trade”). Your access to and use of the websites is governed by our Privacy Policy and Terms of Use.

You may keep a copy of these Terms and Conditions of Trade for future reference. Print or download and save them. We will file a copy of any orders made by you.

Please read these Terms and Conditions of Trade carefully before ordering. You should understand that by ordering our goods, you agree to be bound by these Terms and Conditions of trade. You are asked to confirm you have read these terms during the order process.


1.1 We are Eyelash Queen Academy trading as a sole trader in the United Kingdom. Our address is Unit 15 Drake Mill Business Park, Plymouth, PL6 7PS.

1.2 If You have any questions, complaints or comments about the Websites then you may contact us as follows:

Email Address

Telephone Number

01752 771112 (for UK customers)*

+44 1752 771112 (for customers outside the UK) *

By post

Unit 15 Drake Mill Business Park, Plymouth, PL6 7PS

Lines are open Monday through Saturday 9:30am to 5pm GMT. Lines are closed weekends, Christmas Day, Boxing Day, New Year’s Day and all other public holidays, but you will be able to leave us a voicemail message.


2.1 Your order (“Order”) constitutes an offer to us to buy the goods you select via your order on the websites. All orders are subject to availability and acceptance by us. We will send you an email acknowledging receipt of your order. Please note that this does not constitute acceptance by us. The contract for purchase of the goods is agreed and accepted by us only when we send you an email confirming dispatch.


3.1 You have the option to open an account via the websites to place orders. On registration of an on-line account, you will select a password and username that you can use to access your on-line account.

3.2 You are responsible for maintaining the confidentiality of your password and username and are responsible for all activities that occur under them. We do not have the means to check the identity of people using the website and will not be liable where your password or username is used by someone else (unless such use is due to our negligence).

3.3 You agree to notify us immediately of any unauthorised use of your password or username of which you become aware.


If you are under 18 years old you are not authorised to make a transaction or register an account with us on the websites. By placing an order through the websites, you confirm that you are legally capable of entering into binding contracts and you are at least 18 years old. If you are not legally capable of entering into contracts, we are legally entitled to cancel the order with you and will not be obliged to supply the goods.


5.1 The price of the goods is as stated on the websites from time to time and as confirmed to you as part of the order process when we confirm our acceptance of your order to you (except in the case of obvious error). Prices shown are inclusive of UK VAT.

5.2 Prices are checked regularly. However, if we find the price has changed or that there has been a pricing error when we receive your order we will contact you and ask if you wish to proceed at the correct price. If you confirm that you do wish to proceed, then your confirmation constitutes a new order to us and please remember that we will not be under an obligation to supply the goods until we have sent you an email dispatch confirmation.

5.3 Goods will be dispatched by Hermes.

5.4 Our delivery charges are as follows and will be confirmed to you during the Order process.

5.5 We ship within the UK using Hermes. Standard shipping within the UK is 3-5 days by tracked parcel delivery and costs £4.70.

All postage require a signature upon delivery, so please ensure that you specify a delivery address where someone will be available to sign for your order.

5.5 We shall endeavour to dispatch the goods to you as soon as possible after you place your order. We aim to despatch next working day and will do our best to fulfil this.

5.6 As soon as the goods are delivered to you, you are responsible for them.

5.7 Payment for all goods must be by credit / debit card. We accept payment with our payment provider, PayPal. You will be directed immediately to their secure server for immediate authorisation. Once we have received authorisation from the Payment Service Provider we will dispatch your order.

Credit card details are not recorded or stored in our database, or viewable by any of our staff.

5.8 All prices are in GBP sterling.

5.9 Orders:

(a) For your security, when using a credit/debit card, the billing name, address and phone number must match that of the credit/debit card used for payment. We reserve the right to cancel any order that does not match these criteria.

(b) Delivery will be made to the address supplied by you at the time of ordering. Therefore, it is your responsibility to ensure you provide full and correct delivery details including postcode (if applicable). We are unable to accept responsibility for orders which fail to be delivered due to an incomplete or incorrect delivery address or post code.

Your order details will be displayed on screen prior to completing your order to allow you to check the details you are providing us. In addition, you will also receive a confirmation email following placement of your order to further allow you to check the details you have provided. It is your responsibility to notify us of any error you have made by emailing us with the correct details and your order number prior to dispatch of your order. We are unable to adjust your delivery address once your order has been dispatched.

In the event your order has not arrived due to providing an incorrect delivery address, Hermes will usually return the order to sender. In this case, we will issue a refund once we receive your returned order (excl. P&P charges) and you will receive a refund confirmation email to inform you that your card or PayPal account has been credited. If your order is still required, you will need to place a separate order and ensure the correct details are supplied.


6.1 We want you to be happy with your purchase from us. If you are unhappy with the goods in any way please contact our customer service team via email, telephone number or letter as provided above.

6.2 Nothing in these Terms and Conditions of Trade is intended to affect your statutory rights. These rights include:

6.2.1 That any goods supplied by us will be of satisfactory quality, fit for their intended purpose, and will conform to the description given;

6.2.2 Certain remedies if goods are defective; and

6.2.3 Except for customised or personalised goods, a right to cancel within a specified period and receive a full refund even if they are not defective as is set out in paragraph 6.3 below.

6.3 Returns

6.3.1 If for any reason you are unhappy with your goods (other than customised, personalised, sale, reduced price or goods during a promotional period), in addition to your statutory rights under the Consumer Protection (Distance Selling) Regulations 2000, we offer you the right to cancel your order and return the goods to us for a full refund provided that:

(a) The goods are received back at our returns department; Eyelash Queen, Unit 15 Drake Mill Business Park, Plymouth, PL6 7PS within 30 days. These 30 days commence the date that we send an email to you confirming the goods have been dispatched.

(b) You return the goods to us in substantially the same condition in which you received them. You have a legal obligation to take reasonable care of the goods while they are in your possession. Please include the original packaging,

(c) The goods are not sale or reduced price goods. This 30 day return offer does not apply to sale or reduced price goods. See section 6.3.6 for information about your cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000 for these goods.

(d) Your right of return and cancellation set forth above is without prejudice to your local statutory right of cancellation.

(e) All refunds under the 30 day return offer will be made within 30 days of our receipt of the returned goods.

E-mail –

Physical Returns of merchandise must be returned to:

Eyelash Queen, Unit 15 Drake Mill Business Park, Plymouth, PL6 7PS

Statutory rights

6.3.3 If your goods are faulty or do not meet the description given on the websites, please contact us as soon as possible via email or telephone number as given above to arrange a return and replacement of goods. If you require a refund, We will refund the value of your order for those goods (including any delivery charges).

6.3.4 Please note that if you fail to take reasonable care of returned goods, or fail to return the goods to us, we will be entitled to make a claim against you for any losses which we suffer.

6.3.5 Please note that we are unable to accept returns for customised or personalised goods unless they are faulty.

Your cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000

6.3.6 For all goods other than customised or personalised goods, consumers have a right under the Consumer Protection (Distance Selling) Regulations 2000 to cancel orders during the period of seven working days beginning with the day after the day on which you receive the goods. Customers outside the UK have fourteen (14) days to cancel orders under these rights. If you wish to rely on your statutory rights, you are required to cover the cost of returning the cancelled items to us.

6.3.7 All refunds will be made within 30 days of notice of cancellation.


7.1 Nothing in these Terms and Conditions of Trade shall:

7.1.1 exclude or limit our liability:

(a) for fraud, fraudulent misrepresentation or our gross negligence or the gross negligence of our employees or agents;

(b) for death or personal injury resulting from our negligence or the negligence of our employees or agents;

(c) under:

(i) section 2(3) of the Consumer Protection Act 1987;

(d) for any matter for which it would be illegal for us to exclude, or attempt, our liability.

7.1.2 restrict your statutory rights (See 6.2 above).

7.2 Subject to paragraph 7.1 above, and unless prohibited by your local statutory law, these Terms and Conditions of Trade shall not:

7.2.1 make us responsible for any damage or loss caused to you where such damage or loss is not reasonably foreseeable to you and us when you agree to these Terms and Conditions of Trade, including where the damage or loss results from our breach of these Terms and Conditions of Trade; or

7.2.2 make us responsible for any damage or loss caused to you where you are not entering into these Terms and Conditions of Trade as a consumer (as defined under your local statutory law).

7.3 our aggregate liability to you for any loss or damage arising in connection with these Terms and Conditions of Trade shall be limited in respect of each claim to the purchase price of your order or orders.

7.4 We are not responsible for any delay or failure to comply with our obligations under these Terms and Conditions of Trade if the delay or failure arises out of any event which is beyond our control. Such events shall include, without limitation, failure of infrastructure, government intervention, wars, civil commotion, hijacking, fire, flood, accident, storm, strikes, lockouts, terrorist attacks or industrial action affecting us or our suppliers.


8.1 Please see our Privacy Policy which contains important information about the use of your personal data and other information regarding Your privacy.

8.2 We do not store credit card details nor do we share customer details with any 3rd parties


By using these Websites, you accept that communication with us will mainly be electronic. We will contact you by email or provide you with information by posting notices on these websites. For contractual purposes, you consent to receive communications from us electronically (to the most recent email address you have provided to us) and you agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.


10.1 We reserve the right to change or update these Terms and Conditions of Trade from time to time. Revised Terms and Conditions of Trade will be published on these websites and, where practical, we will endeavour to alert users to key changes via the homepage. In any case such changes and updates will not affect transactions in process resulting from an order placed before publishing such changes and updates.

10.2 If any of these Terms and Conditions of Trade are determined to be illegal, invalid or otherwise unenforceable by reason of law then, to the extent and within the jurisdiction in which that term is illegal, invalid or unenforceable, it shall be severed and deleted from these terms and the remaining Terms and Conditions of Trade shall survive, remain in full force and effect and continue to be binding and enforceable.

10.3 If you breach these Terms and Conditions of Trade and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these Terms and Conditions of Trade.

10.4 Please note that you are entering into an agreement with a UK company. These Terms and Conditions of Trade and any contracts based on them, are governed by and shall be construed in accordance with the laws of the UK and any disputes arising out of them shall be subject to the non-exclusive jurisdiction of the British courts. Notwithstanding the foregoing, nothing in these Terms and Conditions of Trade shall limit or exclude, or purports to limit or exclude, any statutory rights granted to you under local law (in particular consumer protection laws) which remain unaffected and in full force and effect.


(a) Every effort has been made to represent the products accurately, however, each piece has been made individually and some variations can occur. Lashes often do not match exactly adding to their unique quality. We cannot accept responsibility for any variation in colour caused by the browser, software or computer system used by you, the customer. All sizes are approximate. Items which are handmade are subject to slight variations. The photographs shown on this website depict a representation of the completed article and are given in good faith, however we cannot guarantee are absolutely correct. Please note that the shapes/sizes and quality of the lashes may vary slightly. Illustrations are not necessarily to scale. We endeavour to match lashes as closely as possible to customer requirements, however a perfect match cannot be guaranteed.

(b) All of the designs are automatically protected under “Design Right” and remain our intellectual property which means that to use these designs for any purpose without our permission would be an infringement of UK Patent Law.

(c) The images on the site are for informational purposes only and are automatically protected by UK copyright law. They should not be downloaded or printed for any purpose other than legitimate use related to the company.

(d) Any infringement of design right or copyright would entitle us to take civil action in court with a view to seeking damages.

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