Terms of Service
Last updated: 18.06.2023
When you shop with us, all transactions are covered by Danish legislation. Therefore, all discrepancies are settled by the ordinary Danish courts or relevant appeals boards.
Lashters is owned and operated by:
Tereza Ondrejova
CVR: 42451762
Linus Paulings Vej 24
2450 Copenhagen
E-mail: info@lashters.com
Legal address:
Linus Paulings Vej 24
2450
Copenhagen
We are open 24 hours a day in the webshop, and therefore you can always shop with us. However, for short periods certain parts of the website may be unavailable due to maintenance.
To shop at lashters.com, you must either be 18 years old or have the legal right to make a purchase, for example in the form of acceptance from your guardian.
1. About us
This website (https://lashters.com) is owned and operated by Tereza Ondrejova Registered Company in Denmark: 42451762
If you need to contact us for any reason at any time please email: info@lashters.com
2. These terms
2.1 These terms and conditions only apply to our consumer customers.
2.2 These are the terms and conditions on which we supply goods to you. They are governed by Danish law.
2.3 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
3. Forming A Contract With Us
3.1 When you place an order with us, you are making an offer to buy goods. By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.
3.2 Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.3 In the event that we can’t accept your order (for example because the goods are no longer available, or we have made a pricing mistake) we will advise you of this and you will not be charged.
4. Our Products
4.1 Images of products on this website are for illustrative purposes only. Your goods (including packaging) may vary slightly from the image shown on the website and will not include any of the pictured accessories, unless stated in the specification of the goods. Whilst goods may be shown assembled they may require assembly by you.
4.2 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the actual goods.
4.3 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.
5. Your rights to make changes
5.1 If you wish to make a change to your order, please contact us as soon as possible. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8).
6. Payment
6.1 You are required to pay for the goods in full at the time of ordering.
6.2 We use secure payment facilities for online purchases via Stripe. You can pay for your order by Visa, Mastercard or PayPal.
6.3 Promotional prices only apply during the period stated.
6.4 All prices quoted on our website are in Euro and include Value Added Tax at the current rate.
6.5 One voucher code or promotion per order may be redeemed here on our website. Voucher codes and promotions cannot be “stacked” and a maximum of one code or promotion per customer per transaction may be used. A voucher code cannot be used in conjunction with any other offer.
6.6 A customer can only redeem a maximum of 1 discount code per reviewed product. Additional orders placed using discount codes that were received for a review of the same product may be canceled.
7. Delivery & Carriage Charges
7.1 The costs of delivery will be as displayed to you on our website (please see our delivery page here.)
7.2 During the order process we will let you know the estimated delivery timeframe.
7.3 We will deliver the goods to the premises you specify on your order.
7.4 We will not accept responsibility for loss or damage if you instruct the delivery company to leave the goods unattended.
7.5 If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery.
7.6 Please check the goods on delivery – any goods found to be missing or damaged should be notified to us within seven days from the date you receive the items.
7.7 If the goods are lost or damaged in transit, please let us know promptly. Please inform us if your item has not arrived after 14 days of ordering so that we can look into this promptly for you.
7.8 Sometimes, for reasons beyond our control, we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.
7.9 Time is not the essence of the contract unless expressly stated otherwise in writing by a Director of the Company.
7.10 In the event that you have placed an order consisting of multiple products and one or more of the products is a pre-order then your entire order will not be dispatched until the entire order can be dispatched at once. If you would like your order to be dispatched in multiple packages then you will be liable for additional postage costs.
7.11 In the event the order is placed by the customer with an incorrect or incomplete address which results in the package being returned to us, a shipping and processing fee will be deducted from any refund that the customer may receive.
8. Cancellation & Returns
8.1 Single (ad hoc) orders: You have 14 days to cancel your order from the date we email you to confirm your order has been accepted.
8.2 To cancel or edit your order, please email or write to us so that we can issue you with a return number. We are unable to accept cancellations by phone.
8.3 You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future. A template cancellation notice is included at the end of these terms and conditions.
8.4 If you cancel your order after the goods have been delivered, you must return the goods within 14 days of telling us you wish to cancel the order, complete with the ORIGINAL, UNOPENED PACKAGING to us at your own expense. You must ensure that the goods are packaged adequately to protect against damage. Please write the return number on the returns package.
8.5 We will not refund any goods that have been worn, modified or otherwise used (this applies to eyelashes). Items with a hygiene seal must be returned with the packaging/seal intact (or we will not provide a refund). This is for hygiene reasons, there will be no exceptions.
8.6 If you fail to return the goods, we may collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
8.7 If we decide that a refund is due to you, we will refund you the price you paid for the goods including the costs of delivering the items to you (but not return costs), by the method you used for payment. The maximum refund delivery costs will be the costs of delivery by the least expensive delivery method we offer.
8.8 Before processing a refund, we require evidence that the item has been returned to us (in the event that we do not receive it). Satisfactory evidence includes: A signed, stamped Mail proof of postage (obtained when posting your item from a Post Office), and/or a Mail tracking code.
9. Faulty Goods/Guarantee
9.1 Faulty goods must be reported to us before they’re worn, modified or used.
9.2 If there is a problem with the goods, please notify us by email or in writing providing details of the problem. It’s helpful if you can provide us with a photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.
9.3 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked.
9.4 The cost of returning goods to us is your responsibility, but if on inspection we find the goods to be faulty, we will refund you the price you paid for the goods including delivery costs, by the method you used for payment. The maximum refund delivery costs will be the costs of delivery by the least expensive delivery method we offer.
9.5 If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.
10. Liability
10.1 The products sold on this website have been designed and tested to ensure that they comply with all relevant Danish legislation. We cannot warrant or represent that they comply with any legal requirement outside of Denmark.
10.2 We do not accept liability for any consequential loss of profit or indirect losses. You should therefore not book application of the goods until you have received them and inspected them.
10.3 Some products we stock, if not used correctly, could lead to injury. We are not liable for ensuring that the product is used in line with the manufacturers recommendations and instructions, and any injury arising from the use of the products we stock is not our responsibility.
10.4 You must always read and follow the application and care instructions carefully prior to using your product(s).
10.5 You must carry out a patch test behind your ear or on the inside of your elbow at least 48 hours (subject always to manufacturer instructions recommending a longer period) in advance of using any glue or liquid like product (such as brow tints) that you purchase from us.
10.6 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you; of satisfactory quality; fit for any particular purpose made known to us; and supplied with reasonable skill and care; and for defective products under the Consumer Protection Act 1987
10.7 We are not liable for business losses. We supply the products to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Shipping Policy
Once your order is placed and payment is successfully processed, we will begin processing your order. Please allow 1-2 business days for order processing before shipment.
All of the orders are shipped with PostNord. The standard price up to 2 kg is 15€ for the international package and for domestic (Denmark) it is 5,70€.
The estimated delivery time will depend on the shipping method chosen and the destination. Please note that delivery times are estimated and may vary due to factors beyond our control, such as customs delays or unforeseen circumstances.
Once your order is shipped, we will provide you with a tracking number via email or through your account on our website. You can use this tracking number to monitor the progress of your shipment and get real-time updates on its whereabouts.
For international shipments, please be aware that additional customs fees, taxes, or duties may apply. These charges are the responsibility of the recipient and are not included in the product or shipping costs. Please check with your local customs office for more information on any applicable fees or regulations.
If you have not received your order or tracking info please contact us at info@lashters.com. Lashters is not responsible for your package once it has been sent out, please contact PostNord or your international carrier with concerns regarding your package.
In the event of any issues or delays with your order, such as a product being out of stock or a shipping delay, we will notify you promptly via email or phone. We will work closely with you to resolve any issues and ensure a smooth delivery process.
Please ensure that the shipping address provided during checkout is accurate and complete. We cannot be held responsible for any delays or delivery issues caused by incorrect or incomplete addresses. If you need to update your shipping address after placing an order, please contact our customer support team as soon as possible.
Once your order is delivered to the shipping address provided, it is considered delivered and becomes your responsibility. We are not liable for any lost or stolen packages after they are delivered.
If there is an issue with your order you will need to contact us within 48hrs at info@lashters.com
For information on returns, exchanges, or damaged items during shipping, please refer to our Return Policy, which can be found on our website or by contacting our customer support team.
Duties & Taxes
If you order items from our website and you live outside of Denmark, you may be responsible for paying import taxes and fees. Once the package has arrived in the intended country, the fees are often increased, and it is the customer’s responsibility to cover them. We have no control over these fees because they were not determined by Lashters. To obtain your goods, the fees must be paid. Please get in touch with the customs office in your area for further information on duties and taxes.
Your order will be returned if you refuse to pay these fees, and you might still be responsible for them. Your refund will also be less 20% processing fee, the cost of return shipping, and the original and return shipping costs.
Local pick-ups
It is possible to pick-up your order in Copenhagen Sydhavn. Pick-up orders are available for customers who prefer to collect their purchases directly from our designated location. This service is subject to availability and may vary depending on the specific product and location.
To place a pick-up order, simply select the “Pick-Up” option during the checkout process on our website. Ensure that you provide accurate contact information, including your name and phone number, so we can communicate with you regarding the pick-up process.
Once your pick-up order is received and processed, you will receive a confirmation email or text message containing the details of your order and pick-up instructions. Please wait for this confirmation before attempting to collect your order.
We strive to have your order ready for pick-up as soon as possible. The pick-up timeframe will depend on the availability of the products and the time required for preparation. We will inform you of the estimated pick-up time in the confirmation message.
Our pick-up location will be provided in the confirmation message. Please ensure you have the correct address and plan your visit accordingly. If you have any difficulties finding the location, feel free to contact our customer support team for assistance.
When picking up your order, please bring a valid form of identification and order number. This step is crucial to ensure that the order is handed over to the correct person.
If you are unable to pick up the order personally, you may designate an authorized person to collect it on your behalf. Please provide their full name and contact information when placing the order, and ensure that they have a copy of the confirmation message and their own identification for verification.
If you need to make any changes to your pick-up order or wish to cancel it, please contact our customer support team as soon as possible. We will do our best to accommodate your request, depending on the status of the order and our policies.
We kindly request that you pick up your order within the specified timeframe mentioned in the confirmation message. If you are unable to collect your order within this timeframe, please notify us in advance to make alternative arrangements.
Currency Conversion
All prices on our website are displayed in EUR (€) by default. Utilizing the most recent conversion rates available, our currency selector on our website allows you to alter the currency. Your bank might choose to set the conversion rate in particular circumstances. You can estimate the cost by using an online converter to verify the daily exchange rate.
Refund policy
We want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, please contact our customer support team. We offer a 14-day refund policy for eligible items. If you are not satisfied with your purchase, you may request a refund within 14 days of receiving the item. To be eligible for a refund, the item must be unused, in its original condition, and in the original packaging. Please make sure the items are in great condition when you receive your order, and if there is a problem, let us know right immediately.
Returns
After the item has been used or taken out of its original packaging, we are unable to give refunds or exchanges. Items must be delivered back to us undamaged.
Please be aware that because our eyelashes are individually handcrafted with love, there may be very few variations among them. Please be aware that this is not a mistake but rather a result of our personnel’s unique lash assignment of each individual hair.
Initiate a return
To initiate a return, please contact our customer support team to obtain a Return Authorization (RA) number and further instructions. Returns without a valid RA number may not be accepted. We may request photos or additional information to assess the condition of the item before approving the return.
The cost of return shipping
The cost of return shipping is the responsibility of the customer unless the return is due to a defect or error on our part. We recommend using a trackable shipping service to ensure that the returned item reaches us safely.
Shipping
Until it gets to us, you are responsible for the item. We advise you to send the package through a delivery service that insures you of the value of the products for your own safety.
Please avoid using courier services when returning items from outside the EU as there may be exorbitant clearance fees; we will either deny delivery or levy the amounts to you. We won’t accept packages that have duty charges on them, therefore make sure the value is stated as “ZERO” and “RETURNED GOODS” is CLEARY written on the customs form and the package itself.
Refunds (if applicable)
We will send you an email to let you know that we have received your returned item after it has been received and examined. The acceptance or denial of your refund will also be communicated to you by us.
Within a predetermined number of days of receiving your approval, your refund will be processed and a credit will automatically be credited to your credit card or original mode of payment.
Late or missing refunds (if applicable)
Check your bank account one more first if you haven’t gotten a return yet.
Then get in touch with your credit card provider because it can take some time for the refund to appear on your account.
Contact your bank next. Before a refund is posted, there is frequently a processing period.
Please email info@lashters.com if you’ve done all of this and you still have not received your refund.
Exchanges (if applicable)
At this time, we do not offer direct exchanges. If you wish to exchange an item, please follow the return process outlined above and place a new order for the desired item.
Only defective or damaged items are subject to replacement. Send us an email at info@lashters.com if you need to exchange it for an identical item.
The amount of time it takes for the exchanged item to get to you will depend on where you reside.
Incorrect Orders
If you receive an incorrect item, please contact us as soon as possible. We will work with you to resolve the issue and ensure that you receive the correct product.
Incorrect Address
Please notify us as soon as possible if the delivery address you provided is wrong so that we can make the necessary changes before your product is shipped. Once an order has been shipped, we are unable to amend the address; it is the customer’s obligation to verify that the information is accurate.
It is the obligation of the client who placed the order to try and retrieve the package from this location if the cargo has been dispatched before learning that the shipping address is inaccurate. The cost of re-posting the order, which will be billed upon receipt of the item, is the responsibility of the client in the case that the package is returned to us.
For whatever reason, Lashters maintains the right to refuse requests to resend packages in place of processing a refund to the original payment method.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately. We may request photos or additional information to assess the issue. In such cases, we will either provide a replacement or issue a refund, including any shipping costs incurred.
We reserve the right to modify, amend, or update these terms at any time without prior notice. It is your responsibility to review these terms periodically for any changes. Your continued use of our website after any modifications constitutes acceptance of the updated terms.
If you have any questions or concerns regarding these terms of service, please contact us.