Refunds, returns & delivery

Refunds

You have 21 (twenty one) days from the day you received your order (from Güzel London) to return your item(s). The 1st day of the 21 days will start the day you received your order. The order you are returning must reach the Güzel London returns address by the 28th day.

We reserve the right to refuse to refund items that are not returned within 21 days from the date you receive your good, if such items are not faulty. Beauty products and accessories cannot be returned. Please note due to hygiene and quality reasons, we are unable to refund or exchange eyelashes.

All item(s) being returned must be

  • Unworn (apart for trying on), unwashed and complete with all tags and labels attached.
  • In their original and undamaged packaging
  • In a re-sellable condition

We can refuse to make the refund until we have received the goods or until you have proven that you sent back the goods, depending on which is earlier.

We reserve the right to refuse to refund item(s) that are returned that are not in re-saleable condition. Goods returned in an unsatisfactory and not in a re-saleable condition may be returned to you at your expense.

We’ll refund your money via the same payment method used to make the purchase. You will receive email confirmation of the return once it has been completed.

If you paid on card, it can take up to 7 days to appear back in your account. PayPal refunds can take up to 30 days.

Refunds in the UK are in British Pounds (GBP). Banks and international credit/debit card issuers will determine exchange rates.

We reserve the right to make a deduction from the amount of the refund for loss in value of the products returned where the goods show signs of being worn (apart for trying on),, washed, damaged and not in a re-sellable condition, with the exception of having received faulty item(s).

 

Returning item(s)

Complete the returns note and enclose it with your parcel, making sure to enter the most appropriate reason for the return, and fill in all the relevant details. Please peel the Güzel London returns address sticker (found on the returns note) and stick on the outside of the parcel.

Ensure the item(s) is in a securely wrapped parcel. Take the parcel (with the enclosed returns note) to a Post Office or courier. You will need to pay for the postage. Please ensure you obtain your proof of posting certificate from the Post Office or courier. You should retain this until you receive your refund. Regrettably we can only provide a refund for a lost return once we have been provided with a proof of postage certificate.

Please note it can take up to 14 days for a return to be processed once we have received your parcel.

Our returns address is: Güzel London, 42 Brackenbridge Drive, Ruislip, HA4 0LZ

 

Returning faulty items

Please ensure you have your original receipt or dispatch note when returning items that are faulty or damaged. If you do not have your receipt or dispatch note we will only be able to provide you with a refund card to the value of the items current selling price.

If you received an item(s) that you think is damaged or faulty, please do get in contact with us through our online Contact us form. Please provide us with as much information as possible concerning the item(s) and the order.

Please return the item(s) via the usual returning item(s) process (explained above).

We will examine the returned item(s) and will notify you of your refund via email within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within 21 (twenty one) calendar days of the day we confirmed to you via email that you were entitled to a refund for the faulty item(s).

 

Your right to cancel

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. You need to inform us in writing of your decision to withdraw from this contract either via our contact us page (found on our website) and providing us with a statement OR by post, by printing off  the Cancellation form here (but using this form is not obligatory) and enclose the form with your returned product(s).

If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch.

The goods must be sent in their original packaging, with all of the tags on and not worn, by parcel to the following address: Güzel London, 42 Brackenbridge Drive, Ruislip, HA4 0LZ.

We’ll refund your money via the same payment method used to make the purchase. Güzel London has the right to withhold amounts for products which are found damaged, not clean or that do not respect the above return policies on return.

We can terminate a contract up until the item is delivered.

 

UK Delivery

Standard Delivery- £3.99

Your order will arrive within 5 working days. Deliveries are made between Monday-Friday.

Next day delivery (for orders made before 2pm, excluding Sundays or Bank holidays) - £6.99

FREE UK Standard Delivery – on orders on or over £150

 

Delivery restrictions

Unfortunately, we do not yet deliver to Channel Islands or British Forces Post Office addresses. We may restrict other postcodes at our discretion. If you use a PO Box as the delivery address, we'll cancel the order and refund anything you've paid.

International delivery

International delivery rates will be displayed at checkout (but may vary depending on origin and destination details, if this does happen we will aim to contact you as soon as possible).

If the country we're delivering to has import taxes or customs fees, you'll be charged when the order reaches that country. These charges must be paid by the recipient of the parcel. To avoid any surprises, it's best to check this before you order. Please note, it's your own responsibility to find out about the import tax situation in your own country.

In some but not all instances, the recipient will need to sign for an international delivery; this depends on the local carrier and value of the order. We'd advise you assume that someone needs to be in to receive the parcel.

Further delivery information

If you use a PO Box as the delivery address, we'll cancel the order and refund anything you've paid.

If you'd like to have items sent to separate addresses, please complete a separate order for each address. A separate delivery charge will be made for each address.

In some but not all instances, the recipient will need to sign for an international delivery; this depends on the local carrier and value of the order. We'd advise you assume that someone needs to be in to receive the parcel.

 You must do all that you reasonably can to enable delivery to take place at the given time and place. If you delay delivery, or delivery fails because you have not taken appropriate steps, we will try to arrange for an alternative delivery date within 30 days of the failed delivery. If delivery fails as a result of circumstances within your reasonable control, the cost of any re-delivery shall be borne by you. If we are unable to arrange a date for re-delivery we may cancel your order and refund to you the price that you have paid for the goods.

If we cannot deliver within the time specified we will always try to let you know as soon as possible.