TERMS & CONDITIONS
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These Terms
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What these Terms cover. These are the terms and conditions (Terms) upon which we provide you with our goods (Goods), and training courses and tickets to our events (Services) (collectively referred to as the Products).
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Why you should read them. Please read these Terms carefully before you submit an order to us. These Terms (together with our Privacy and Cookies Policy, Returns Policy, Delivery Policy and Patch Testing Guidance) govern our relationship with you in relation to officialnvlash.com (the Website) and your purchase of our Products on the Website. 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. If you think that there is a mistake in these Terms, please contact us to discuss.
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What these Terms apply to. By placing an order for any Product(s) on the Website (Order) you agree to be bound by these Terms, and by continuing to access the Website you agree to accept the practices described in these Terms, which may be updated or changed by us from time to time.
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Our Contract With You
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Submitting your Order. Our shopping pages will guide you through the steps you need to take to place an Order with us to purchase the Products whether you have an Account (see clause 4 below) or are ordering as a guest on the Website. Our order process allows you to check and amend any errors before submitting your Order to us. Please take the time to read and check your Order at each stage of the order process.
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Order Acknowledgement. Once you have placed your Order, we will send you an acknowledgment email to acknowledge that we have received your Order (Order Acknowledgment).
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Shipment and booking confirmation. If and when we are able to do so, we will send you a second email confirming, as applicable, the dispatch of the Goods to the delivery address you have requested and giving you an estimated timescale for delivery, and/or confirm your successful booking onto one of our training courses or to attend one of our events (Order Confirmation).
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How we will accept your Order. Our acceptance of your Order and the completion of the contract between you and us will take place when we send you the Order Confirmation, unless we have notified you that we do not accept your Order or you have cancelled it.
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If we cannot accept your Order. If we are unable to accept your Order, we will inform you of this and will not charge you. This might be because a Product is not available, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of a Product or because we are unable to meet a delivery deadline you have specified.
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Your Order Number. We will assign a number to your Order (Order Number) and tell you what it is in the Order Acknowledgment. It will help us if you can tell us the Order Number whenever you contact us about your Order.
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International Orders. We welcome Orders from most overseas addresses and all addresses in the UK. If you are an international customer, local import duties may be payable on receipt and payment may be necessary to release the items from customs. This is your responsibility and at your cost. We are unable to advise on rates as they vary from country to country. VAT is only charged on items delivered within the UK. Should you be an international customer and have a tax question, we recommend that you contact your local tax office. Please note however that the Website and its contents do not form an agreement between us and you in a jurisdiction in which the Products offered for sale would go against any local, regional or national laws. If you know that it would be illegal for us to sell our Products in your country, please do not order items from the Website as we cannot be held responsible. In respect of the Goods, all references to sizes are in UK format and are an approximate measure only.
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Age Restriction. You may only purchase Products from the Website if you are at least 18 years’ old. If you are under 18, you can only use the Website with the involvement of a parent or guardian. Specific age restrictions may apply to our ticketed events, however any individual under the age of 18 must be accompanied by an individual of at least 18 years of age, who must have purchased both their own ticket and that of the individual who is under the age of 18.
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Registration for an account
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Requirement for an Account. You do not need to register for an account on the Website (an Account) to order Products and may continue as a guest at any time.
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Registering for an Account. If you would like to register for an Account, please follow the relevant pages on the Website which will guide you through the Account opening process. To register, you will need to supply us with your name, address, email address, a password and possibly some other personal information. See our Privacy and Cookies Policy for more details about this. You can provide us with that information by filling in the necessary information on the Website where indicated and then following the relevant instructions. By registering for an Account, you warrant that you are at least 18 years of age.
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If you have an Account. If you already have an Account, you will be able to login and change the details that we hold about you in your Account.
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Valid email address. You must be registered for an Account with a valid email address that you access regularly, so that, amongst other things, we can send administration and information emails to you. Any Account registered with another person’s email address or with a temporary email address may be closed by us without notice. We may also require you to validate your Account at registration or if we believe that you have been using an invalid email address.
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Rejection. We reserve the right to reject any registration for an Account and to refuse use of or access to the Website to anyone for any reason, at our absolute discretion.
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Protect your details. When you register for an Account, you will be asked to create a username and password to access the Account. You must keep the username and password confidential and immediately notify us if there is any unauthorised use of your email address or your Account or any breach of security otherwise known to you. You acknowledge that any person to whom your username or password is disclosed is authorised to act as your agent for the purposes of using (and/or transacting via) your Account. Please note that you will be entirely responsible if you do not maintain the confidentiality of your password.
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Our goods
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Goods may vary slightly from their pictures. The images of the Goods on the Website are for illustrative purposes only. Although we have made every effort to display the Goods accurately, your Goods may vary slightly from those images. Although we have made every effort to be as accurate as possible, some of our Goods are handmade and therefore the sizes, weights, capacities, dimensions and measurements of such Goods may vary from those indicated on the Website.
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Goods packaging may vary. The packaging of the Goods may vary from that shown in images on the Website.
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Maximum quantity of Goods. The Goods available for purchase through the Website are for domestic and private use only and are not to be used for any commercial, business or re-sale purpose, except where expressly stated on the Website for a particular Good. To guard against Goods being purchased for these purposes, we may restrict the maximum amount of Goods that may be purchased as part of an Order. We monitor the activity of Orders and may choose to not accept Orders from any individuals we suspect are purchasing Goods for anything other than domestic or private use.
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Patching testing our Goods. Any Goods you purchase through the Website should be used as directed on their container or packaging. Everyone’s body is different and may react uniquely to any of our Goods at any given time and some of our Goods may cause a negative reaction such as a skin irritation. You should follow our Patch Test Guidance and carry out a “patch test” before you use our Goods (even if you have used our Goods before). Should you develop any symptoms or allergic reactions following the use of our Goods, you should discontinue use immediately. You accept that you should follow our Patch Test Guidance and carry out a “patch test” of the Goods received before each time you use them and that we shall have no responsibility, subject to clause 14.2 below, for any reaction that should occur from your use of the Goods.
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Your Rights to Make Changes
If you wish to make a change to your Order before we provide you with the Order Confirmation, please contact us. If it is possible we will let you know about any changes to the price of the Product(s), 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 9 below - Your rights to end the contract). You are not able to make a change after we have sent you the Order Confirmation.
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Our Rights to Make Changes
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Minor changes to the products. We may change the Product(s):
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to reflect changes in relevant laws and regulatory requirements; and
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to implement minor adjustments and improvements. These changes will not affect your use of the Product(s).
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More significant changes to the Order and these Terms. In addition, we may make the following changes to these Terms or your Order, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any Products paid for but not received.
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Providing the products
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Delivery costs. The costs of delivery will be as displayed to you in our Delivery Policy.
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When we will provide the Products.
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Goods. We will aim to deliver them within the timescale set out in the delivery option chosen by you when you place your Order.
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Services. We will provide the Services in accordance with, and on the date set out in, the Services’ description on the Website.
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We are not responsible for delays outside our control. If our supply of the Products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, subject to clause 14.2 below, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Products you have paid for but not received.
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If you are not at home when the Goods are delivered. If no one is available at your address to take delivery and the Goods cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the Goods from a local depot.
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If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 11.2 below will apply.
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Your legal rights if we deliver Goods late. You have legal rights if we deliver any Goods late. If we miss the delivery deadline for any Goods then you may treat the contract as at an end straight away if any of the following apply:
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we have refused to deliver the Goods;
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delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
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you told us before we accepted your Order that delivery within the delivery deadline was essential.
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Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 8.6 above, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.
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Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under clause 7.6 or clause 7.7 above, you can cancel your Order for any of the Goods or reject Goods that have been delivered. If you wish, you can reject or cancel the Order for some of those Goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled Goods and their delivery. If the Goods have been delivered to you, you must post them back to us. We will pay the costs of postage.
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When you become responsible for the Goods. Goods will be your responsibility from the time we deliver them to the address you gave us.
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When you own Goods. You own the Goods once we have received payment in full.
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What will happen if you do not give required information to us. We may need certain information from you so that we can supply the Products to you. If so, this will have been stated in the description of the Products on the Website. If you give us incomplete or incorrect information, we may either end the contract (and clause 11.2 below will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. Subject to clause 14.2 below, we will not be responsible for supplying the Products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
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Reasons we may suspend the supply of Products to you. We may have to suspend the supply of a Product to:
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deal with technical problems or make minor technical changes;
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update the Order to reflect changes in relevant laws and regulatory requirements;
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make changes to the Order as requested by you or notified by us to you (see clause 7 above).
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Your rights if we suspend the supply of Products. We will contact you in advance to tell you we will be suspending supply of a Product, unless the problem is urgent or an emergency. You may contact us to end the contract for a Product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 30 days and we will refund any sums you have paid in advance for a Product in respect of the period after you end the contract.​
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Our Rights to End the Contract
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We may end the contract if you break it. We may end the contract for a Product at any time by writing to you if:
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you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
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you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Products; or
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you do not, within a reasonable time, allow us to deliver the Products to you.
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You must compensate us if you break the contract. If we end the contract in the situations set out in clause 11.1 above we will refund any money you have paid in advance for Products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
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We may withdraw a Product. We may write to you to let you know that we are going to stop providing a Product. We will let you know at least 7 days in advance of our stopping the supply of a Product and will refund any sums you have paid in advance for any Products which will not be provided.
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Events outside our control. In some circumstances, we may have to cancel a contract before the Products are delivered, due to an event outside our control or the unavailability of stock.
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Cancelling if there is an event outside our control. If we cancel under clause 11.4 above, we will promptly contact you to let you know, and/or if you have made any payment in advance for Products that have not been delivered to you, we will refund these amounts to you.
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If There Is a Problem With a Product
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How to tell us about problems. If you have any questions or complaints about a Product, please contact us.
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Summary of your legal rights. We are under a legal duty to supply Products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these Terms will affect your legal rights.
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Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
If your Product is Goods, for example lashes, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.
b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
If your Product is Services, for example attending one of our events or training courses, the Consumer Rights Act 2015 says:
a) You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
b) If you haven't agreed a price beforehand, what you're asked to pay must be reasonable.
c) If you haven't agreed a time beforehand, it must be carried out within a reasonable time.
See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).
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Your obligation to return rejected Goods. If you wish to exercise your legal rights to reject Goods you must post them back to us. We will not pay the costs of a return. For information about how to return Goods please see clause 10.2 above and our Returns Policy.
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Price and Payment
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Where to find the price for a Product. The price of a Product (which includes VAT) will be the price indicated on the order pages when you placed your Order. We take all reasonable care to ensure that the price of a Product advised to you is correct. However please see clause 13.3 below for what happens if we discover an error in the price of a Product you Order.
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We will pass on changes in the rate of VAT. If the rate of VAT changes between your Order date and the date we supply a Product, we will adjust the rate of VAT that you pay, unless you have already paid for a Product in full before the change in the rate of VAT takes effect.
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What happens if we got the price wrong. It is always possible that, despite our reasonable endeavours, some of the Products we sell may be incorrectly priced. We will normally check prices before accepting your Order but, where a Product's correct price at your Order date is less than our stated price at your Order date, we will charge the lower amount. If a Product's correct price at your Order date is higher than the price stated to you, we will contact you for your instructions before we accept your Order. If we accept and process your Order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
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When you must pay and how you must pay. We accept payment with Visa, Visa Debit, Amex, Maestro, MasterCard, PayPal, Apple Pay and Google Pay. You must pay for the Goods before we dispatch them and Services before they are performed.
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What to do if you think you paid the wrong amount. If you think the amount you have paid is wrong, please contact us promptly to let us know.
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Our Responsibility for Loss or Damage Suffered By You
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We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
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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, as set out in clause 12.2 above; and for defective Products under the Consumer Protection Act 1987.
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We are not liable for business losses. We only supply the Products 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.
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How We May Use Your Personal Information
How we may use your personal information. We will use the personal information you provide to us in line with our Privacy and Cookies Policy.​
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