Shipping & Returns

Shipping Policy

Ordering & Shipping

You will receive a confirmation email when your order is complete. Your tracking information will be sent via email when your order has been processed. Payments will be processed in in GBP.
If you have not received your order confirmation please check your junk mail. If still not received please contact

Order not received

We will do our best to get your products to you at your earliest convenience, if your order has not reached you within 10 days of processing, please email with the subject line: ORDER NOT RECEIVED. Please include your order number so we can assist you.

Please expect a delay in shipping during peak periods including launches and promotions

Free Standard Shipping Thresholds


We offer free standard shipping on UK orders over £20, £2.50 is the shipping price below £20. Shipping for the rest of the world $15. Please note this does not include any taxes, duties or fees applied to your shipment.

Order Cancellation

We aim to ship your order as quickly as possible so unfortunately cancellation requests cannot be considered. Please take extra care when selecting your items.

Returns Policy
Standard Returns Policy

We do not do refunds or exchanges due to hygiene reasons, we can provide a credit note if your product is damaged.


The returns policy may vary during promotional periods, please check the terms & conditions of the promotion before placing your order.

Damaged Items

If your items are received damaged, please send a photo with the damaged item along with your order number to with the subject line: DAMAGED. This should be submitted within 5 days of receiving your order.

Please note, our lashes are handmade, so discrepancies may occur. If the lashes differ from one another in regard to hair assignment, this may not constitute as damage.

Items not received

If you have not received your full order, please contact us at with the subject line: MISSING ITEM along with your order number. Please note cases should be reported within 5 days of receiving your order so we can investigate this fully, after this timeframe cases may no longer be eligible for review.

Tax & duty charges

All orders are shipped from London,UK. Please note that international orders may be subject to additional tax & duties applied by your local customs office. We highly recommend that you check whether local tax or duties may be applied to your order before making any purchases from our website.  

If there are additional charges to be made, our delivery provider will contact you for payment before or upon delivery.  

If you refuse to pay tax & duties applied to your order, our delivery provider will attempt to return your order to Beauty by Chaela. If successful, a refund will be processed within 14 days of receipt however the cost of return shipping will be deducted from your refund amount. 

Please note some countries may not allow your order to be returned for failure to pay tax & duty in which case a refund is not guaranteed.