Shipping policy

Please ensure that your shipping address is accurate, as we cannot be held responsible for delayed or lost packages due to incorrect addresses.

Shipment Processing Time - All orders are processed within 24 hours (or within 24-48 hours during sale periods).

Standard Shipping to the United Kingdom:*Estimated delivery time is 1–4 working days with a £4 charge.

UK Guaranteed Next Day Service - Orders using the UK Guaranteed Next Day service will be dispatched within 12-24 hours. We will make every effort to dispatch same-day for orders placed before 2 PM. The Next Day service costs £8.

Please place your order before 1 PM to ensure there is sufficient time for preparation and collection.

Weekend Orders: If you place an order with Guaranteed Next Day delivery on a Saturday, your parcel will typically arrive on Monday. However, in some cases, delivery may be delayed until Tuesday (per Royal Mail's terms and conditions). To avoid delays, we recommend placing your order before the weekend if you need it urgently.

Customers will receive shipping confirmation and order tracking in their e-mail.

Refund Policy / Lost or damaged products

Lost or Stolen Packages: Lashes by Bernadette is not responsible for packages lost, stolen, or delayed in transit. Please ensure that your shipping information is correct to avoid any delivery issues.

No Refund Policy- Due to the nature of our products and for hygiene and safety reasons, we maintain a strict No Refund Policy. No Refunds or Returns: All sales are final. We do not offer refunds, returns, or exchanges on any of our eyelash extension products once they are shipped. This policy is in place to ensure the highest level of hygiene and product quality for all our customers.

Damaged or Defective Products: If you receive a damaged or defective product, please contact us within 7 days of receiving your order. Be sure to include your order number, a description of the issue, and photos. We will evaluate the situation and may offer a replacement if necessary. Contact Us: For any questions or concerns regarding our No Refund Policy, please reach out to our customer service team at lashesbybernadetteni@gmail.com

Lash Extension Appointment & Cancellation Policy

To ensure fairness to all clients and to allow enough time to fill appointment slots, the following booking policy applies to all lash extension appointments.

Appointment Changes & Rescheduling

Appointment changes or rescheduling are welcome with at least 48 hours' notice.
Requests made with less than 48 hours' notice will incur a £20 late change fee.
Changes requested on the day of the appointment will be treated as a late cancellation and the full treatment cost will apply.

Cancellation Policy

48 hours or more notice: No charge.
Less than 48 hours' notice: A £20 cancellation fee will apply.
Within 24 hours of your appointment: 100% of the treatment cost will be charged.
Same-day cancellations or failure to attend (No-Show): 100% of the treatment cost will be charged.

Late Arrivals

Please arrive on time for your appointment.
Clients arriving more than 15 minutes late may need to have their appointment shortened or rescheduled to avoid delaying other clients.
If there is not enough time to complete the treatment safely, the appointment will be cancelled and the cancellation policy will apply.

Deposits

A booking fee or deposit may be required for new clients or appointments over a certain value.
Deposits are non-refundable but will be deducted from your treatment cost.
Deposits can be transferred to a new appointment when at least 48 hours' notice is given.

Preparing for Your Appointment

To achieve the best results, please arrive:

With clean lashes free from makeup and mascara.
Without contact lenses if possible.
Ready to relax—please avoid bringing additional guests unless previously agreed.

Existing Lash Extensions

If you arrive with lash extensions applied by another technician, an assessment will be carried out. If a removal is required before a new full set can be applied, additional time and charges may apply.

Thank You

Thank you for respecting our time and understanding that last-minute cancellations make it difficult to offer appointments to other clients. Your cooperation helps us continue providing the highest standard of service to everyone.