Refund policy

Returns & Refunds Policy

At Eminence Atelier, we take great pride in the quality of every order we send. Due to the nature of our products and for hygiene and safety reasons, our returns policy differs from that of other retail items.

Hygiene Policy

For the safety of all customers, we cannot accept returns, exchanges or offer refunds on any false eyelashes that have been opened, tried on or used.

Once the protective packaging has been opened, the product can no longer be resold.

Returns

If your order arrives unused, unopened and in its original condition, you may request a return within 14 days of receiving your order.

To be eligible for a return:

  • The product must be unopened and unused.
  • The packaging must be in its original, resalable condition.
  • Proof of purchase must be provided.

Customers are responsible for the cost of return shipping unless the item is faulty or sent in error.

Returns sent without prior authorisation may not be accepted.

To request a return, please contact us at:

info@eminenceatelier.co.uk or DM on Instagram via @eminence.atelier

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product and packaging

Once reviewed, we'll arrange an appropriate resolution, which may include a replacement or refund where applicable.

Refunds

Once an eligible return has been received and inspected, we'll notify you of the outcome.

If approved, your refund will be processed to your original payment method.

Please allow 5–10 business days for your bank or payment provider to complete the transaction.

Original shipping costs are non-refundable unless the return is due to our error.

Exchanges

For hygiene reasons, we do not offer exchanges on false eyelashes once they have been opened.

If you've received an incorrect or faulty item, please contact us and we'll be happy to resolve the issue.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Opened false eyelashes
  • Worn or tried-on false eyelashes
  • Products with damaged or missing hygiene packaging
  • Gift cards
  • Clearance or final sale items (where stated)

Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

Orders can only be cancelled before they have been dispatched. Once an order has been shipped, it must follow our returns policy.

Contact Us

If you have any questions about your order or our returns policy, please contact us at:

info@eminenceatelier.co.uk or DM on Instagram via @eminence.atelier