Frequently Asked Questions

You’ll find a comprehensive list of our most frequently asked questions on this page. We hope you find the answer you’re looking for! If not, be sure to email and we’ll be glad to help.

Ordering

What Payment Methods do you accept?

We accept all major credit cards including Visa | Mastercard | Visa Debit | American Express | Paypal

Can I Cancel my order?

We try to be super fast to dispatch your order, so once an order has been placed, we might be unable to cancel it. However, we will try our very best to help so please make sure you contact us immediately at hi@honeybunnylashes.com with your request and order number.

I didn’t receive my order confirmation?

Once you have placed an order, we will send you out your unicorn confirmation to the email address you provided. If for some reason, you didn’t receive this email, and have also checked your junk folder, contact us at hi@honeybunnylashes.com

Do you Ship worldwide?

We ship to most countries, and we regularly add to our list.

Shipping and Delivery

UK ORDERS - How long does shipping take?

All orders are sent via Royal Mail 1st class or Royal Mail 48 tracked which is a 2-3 working day service.

International - How long does shipping take?

As an international customer we use Royal Mail for an economy untracked service, with the following delivery times below:

Ireland: 3-7 working days

Europe: 5-10 working days

USA and Canada: 14working days

Australia: 14 working days

Rest of the world: 14 working days

Please note royal mail states all items will not be declared lost till 28 working days have passed, please do not contact us before this time has passed.

UK Orders - How much is shipping?

UK Standard – £1.99 | 2-3 working days

UK Tracked – £3.99 | Royal Mail 48 hour tracked (2-3 working days) Northern Ireland | 5 working days

International Tracked Orders - How much is shipping?

Europe – £4.99

USA & Canada – £6.99 | 7 working days

Australia – £9.99 | 7-9 working days

Rest of the world – £9.99 | 7-9 working days

Do you offer free shipping?

We offer FREE standard shipping on orders over a certain amount:

  • UK and Ireland FREE shipping on orders over £20
  • European FREE shipping on orders over £50
  • USA & Canada FREE standard shipping on orders over £100
  • Rest of the World FREE standard shipping on orders over £100

What happens if no one's in when my parcel's being delivered?

Not all our parcels require a signature on delivery and some will fit through your letter box, wahoo! However If you’re not in at the time of the delivery your parcel may be left in a safe place or a missed delivery card will be left with details of your local sorting/post office where your parcel will be held for collection. Please ensure you collect the parcel as soon as you can to avoid it being returned to us, as we will have to recharge you postage if you would like your parcel resent.

Which shipping companies do you use?

UK Deliveries: We currently use Royal Mail. All lash orders under £20 are sent on our Free 1st Class Service, orders over £40 are automatically upgraded to FREE Royal Mail 48 Tracked.

International Deliveries: All Lash Orders are sent via Royal Mail international tracked

Can I amend my shipping address?

We are very fast at dispatch and process times so this may not be possible. However, please contact us immediately at hi@honeybunnylashes.com with your address request and order number.

How can I track my order?

As soon as your order has left our in-house warehouse you will receive a new shipping confirmation email that will contain a link to track your parcel. Please regularly check your tracking so you can monitor your parcel and avoid any problems.

My tracking hasn’t updated?

Once your parcel has been collected it can take up to 48 hours to update on its first scan by the delivery company then your tracking should begin to work. Your tracking will update at each scan point so please keep in mind it may not update every day once the parcel is in transit to you. If it has not moved in quite a few days, please do contact us or the delivery company.

My tracking states delivered, but I don’t have it?

Your parcel may have been left in a safe place at the delivery address or with a neighbour. Please make sure to check everywhere! Please then make contact with the delivery company as they often can provide direct information from the driver who delivered your parcel. If you’re still unable to locate your parcel please contact our customer care team on hi@honeybunnylashes.com and we will be happy to help.

My order hasn’t arrived in time?

Unfortunately, we can’t control our carrier companies and sometimes there is a little delay due to circumstances out of their control so please be patient and give a little more time. However, If you do experience any long delays in your delivery please contact our customer care team on hi@honeybunnylashes.com and we will be happy to help you.

My order is missing?

If you are in the UK and have not received your order within 7 working days of the date on which you ordered them then please notify us by email at hi@honeybunnylashes.com within 21 days of the date on which you ordered the products. After this time has elapsed, we do reserve the right to decide whether to send our replacement item(s) for you. For all International Orders if you have not received your order within 28 working days you must contact us within 14 working days, after this time has passed we reserve the right to decide whether to send out the replacement item(s) to you.

Will I be charged customs?

Custom or Import Charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Import and Custom policies vary from country to country. We would advise that you find out what these charges may be before you place your order. Custom or Import Charges are not applicable for the UK.

Can you ship to PO Boxes?

Unfortunately not.

Returns

Can I return an item?

All sales are final. Due to the nature of our product we do not offer refunds or exchanges, except in the case of receipt of damaged products. If you receive a damaged item please immediately send us a picture of your shipment box as well as the items that arrived damaged at hi@honeybunnylashes.com

If an item may be considered defective, please email hi@honeybunnylashes.com indicating your Name, Order Number, and A Photo of The Product. Defective items need to be addressed within 14 days from the day of purchased. If the product is deemed defective by us, you will be eligible for a refund or replacement of the same item.

Customers are responsible for the return-shipping fee, and it is not refundable. All returns should be shipped to: Honey Bunny Lashes, Thorncroft Manor, Leatherhead, Surrey, KT22 8JB. Refunds are made in the original form of payment and are issued to the person documented on the original order.

How long will a refund for a faulty item take?

Once we have confirmed receipt of your return, the refund will be processed onto your original payment method and will take 5-7 working days for any refunds to appear back in your account.

Will my return postage be refunded?

I am afraid at this time we do not offer free returns and cannot refund any postage fees.

I have a faulty item?

Firstly we are sorry, everything is quality controlled but occasionally items slip the net. If you do have any damaged items, you must email us a picture to hi@honeybunnylashes.com along with your original order number and we will be happy to replace these for you. Please note if you do not have a picture of the damage we will be unable to help.

I have the wrong item?

If we made a mistake, we’re so sorry. Let us fix this by sending an email to hi@honeybunnylashes.com along with your order number and a picture of the items you received in error.

Product

Do the lashes come with glue?

Unfortunately not at this time, but we highly recommend you try our HBL non-animal tested glue.

Can I apply mascara to my Lashes?

We strongly advise not to apply mascara directly to the lashes, it can ruin the quality and limit the number of uses. Many products contain oil and can ruin the fibres. It’s fine to apply mascara before.

I really want a Product, but it's sold out?

Our products are awesome, and unfortunately sell out super quick. We try to restock regularly and always inform our loyal unicorns first on the newsletter or social media, so make sure you are following us @honeybunnylashes

Do you have any stockists?

Not at this time, but we are working on it!

Do you offer Pro Discount?

Yes we do, check out our exclusive pro rates here

Help, I forget to enter my discount code?

Don’t Worry it’s not too late, please email us at hi@honeybunnylashes.com with your order number and the discount code you were trying to use and we can try to help you.

I want to stock Honey Bunny Lashes?

Please submit a wholesale enquiry by emailing us on hi@honeybunnylashes.com with further information.

Are you products cruelty free?

Yes, we are proud to be 100% cruelty free, and vegan.

We do not use prodcts made from animals,and we do not have our glue tested on animals, neither the ingredients or the finished product.

View all our products in our online shop

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