Sultry Lash Bar Returns & Refunds Policy

At Sultry Lash Bar, your satisfaction and safety are our top priorities. Because our products are worn close to the eyes, we have a strict but fair policy, and we want it to be clear before you order.

Changed your mind? (unopened items)

You can return any unopened item in its original sealed packaging within 14 days of delivery. This excludes sale items.

1. Email us with your order number within 14 days of delivery.
2. Post the item back to us within 14 days of telling us.

Once we've received and checked it, we'll refund the item and your original standard delivery charge within 5–7 working days. Return postage is paid by you.

Opened or used products

For hygiene reasons, we can't accept returns of opened or used lashes, lash trays, Bond & Seal or remover, unless they're faulty.

Tried your first set and didn't love it? Our Love Your Lashes Promise gives you store credit instead (see below).

The Love Your Lashes Promise

Trying cluster lashes for the first time? We want you to feel confident ordering.

If you try your first set and you're not happy with it, let us know within 14 days of delivery. We'll give you store credit for the full price of that product, so you can try a style that suits you better.

How to claim:

1. Email us within 14 days of delivery.
2. Include your order number and a photo of the lashes you tried.
3. We'll add store credit to your account within 3 working days.

You don't need to send the product back.

Good to know:

• The promise is available once per customer, on your first order only.
• Store credit covers the price you paid for that product, not delivery.
• Store credit is valid for 12 months.
• Gift cards are not included.

Faulty, damaged or wrong items

If something arrives faulty, damaged or not what you ordered, please email us as soon as possible, and within 30 days of delivery, with:

• your order number 
• clear photos of the lashes or product
• photos of the outer box and packaging (please don't throw it away)
• a short explanation of the issue

Our team will review it and reply within 48 working hours. If the product is faulty, we'll offer a replacement or store credit.

What doesn't count as a fault

These are not manufacturing faults, so they aren't covered by a refund:

• lashes coming loose because of how they were applied
• adhesive issues caused by not following the instructions
• a reaction to the product (we ask everyone to patch test 24 hours before first use)

If your first set didn't go to plan for any of these reasons, our Love Your Lashes Promise may still cover you.

If you have a reaction

Stop using the product straight away and rinse with cool water. If it doesn't settle, speak to a pharmacist or GP. Then email us and we'll help.

How to contact us

Email: customerhelp@sultrylashbar.co.uk
Subject: Order Issue [your 5-digit order number]

Please use a tracked postage service. We can't refund items lost on the way back to us.

Subscriptions

For subscription orders, please see our Subscription Policy.

Why this policy exists

Because of the intimate nature of our products, we can never resell anything that has been opened, even if it looks unused. This protects everyone in the Sultry community and means every product you receive is 100% new and safe.

This policy is in addition to your legal rights.