FAQ
Welcome to the TooTone London FAQ page! We’ve gathered answers to the most frequently asked questions about our products, services, and policies. If your query isn’t addressed here, please don’t hesitate to contact us at hello@tootonelondon.com.
General Questions
How can I contact you?
You can reach us via email at hello@tootonelondon.com. Our team aims to respond within 24–48 hours.
Shipping & Delivery
Do you offer UK-wide delivery?
Yes, we deliver throughout the UK. Delivery times may vary depending on your location.
How long will it take to receive my order?
Standard delivery typically takes 3–5 working days. For faster service, we also offer express delivery options at checkout.
How much does shipping cost?
Shipping fees depend on the weight of your order and your location. Exact costs will be calculated at checkout.
Can I track my order?
Absolutely! Once your order has been dispatched, you’ll receive an email with tracking information.
Do you offer International delivery?
We're delighted to offer international shipping, allowing customers worldwide to enjoy our premium false eyelash products.
• Delivery Locations: We ship to a wide range of international destinations.
• Delivery Times: Shipping times will vary based on your location. Estimated delivery times will be provided at checkout.
• Shipping Costs: International shipping costs are calculated at checkout and depend on the destination and the weight of your order.
• Order Tracking: All international orders come with tracking, so you can monitor your shipment every step of the way.
Please note that customers are responsible for any customs duties, taxes, or additional fees required by their country.
If you have any questions about international shipping, feel free to contact us at hello@tootonelondon.com. We’re happy to help!
Do you offer free delivery?
From time to time, we may provide UK free delivery for certain order values or regions. Stay updated by subscribing to our newsletter.
Returns & Refunds
Can I return my lashes?
Due to hygiene reasons, we do not accept returns on opened or used products. If your item arrives damaged or defective, please contact us at hello@tootonelondon.com within 14 days of receiving your order.
How do I request a refund?
If your product qualifies for a refund, email us at hello@tootonelondon.com with your order number and details of the issue.
What happens if my item is faulty or incorrect?
• If your item is faulty or defective, we’ll replace it.
• If your order is incorrect, we’ll send the missing item(s) and arrange the return of the incorrect product. Please note, replacements can only be issued within 14 days of receiving your order.
Can I cancel or refund an order that has been shipped?
Unfortunately, orders already marked as dispatched cannot be cancelled or refunded. your order.
Using Our Products
How do I apply strip lashes?
- Carefully remove the lash from the tray using tweezers.
2. Measure the lash against your natural lash line and trim if needed.
3. Apply a thin layer of lash glue to the band, wait 30 seconds, then place the lash along your lash line.
4. Press gently to secure.
How do I apply cluster lashes?
- Use tweezers to pick up a cluster lash.
2. Apply bond to the base of the cluster.
3. Place the cluster under natural lashes.
4. Seal with the lash sealant for a long lasting finish once all lashes have been applied.
How long do cluster lashes last?
Enjoy up to 7 days of beautiful lashes when paired with our bond and seal adhesive.
How do I remove false lashes?
• Strip Lashes: Gently peel the lash starting at the outer corner and clean the band for reuse.
• Cluster Lashes: Use our lash remover to dissolve the bond and seal for a gentle removal process.
Are your lashes reusable?
Yes! With proper care, our strip and cluster lashes can be reused multiple times. Clean them after each use to ensure longevity.
Caring for Your Lashes
How should I clean my lashes?
For strip lashes, remove excess glue from the band and clean gently with a cotton bud dipped in makeup remover. Avoid soaking the lashes to maintain their shape.
Can I wear false lashes with glasses?
Absolutely! For a comfortable fit with glasses, we recommend shorter, natural style lashes.
Website Issues
What should I do if I encounter problems on your website?
If you’re experiencing difficulties navigating our website, please email us at hello@tootonelondon.com or use the ‘Contact Us’ option on our site.
• A description of the issue
• Your order number (if applicable)
Ingredients & Safety
Where can I find the ingredients for your products?
The ingredients for each product are listed on our website under the product description or on the product packaging.
Do I need to patch test your products?
Yes, we recommend patch testing all products 24 hours before use.
Lash FAQs
Are your lashes vegan and cruelty-free?
Yes, all our products are 100% vegan and cruelty-free. We do not use any animal-derived materials or test on animals.
What should I do if my strip lashes are too big?
Don’t worry, our lashes are designed to a standard size but can be trimmed for a perfection. Always trim from the outer edge and take a little off at a time.
How long do strip lashes last?
Our handmade lashes can be reused multiple times. Store them in their original box when not in use to maintain their shape and condition.
Why won’t my lashes stick?
This could be due to several factors:
• Using oil-based makeup or remover on your eyes.
• Not allowing the lash adhesive to become tacky before application.
• Insufficient glue or excess moisture on your lash line.
Always ensure your eyes are clean, dry, and free from oils before applying lashes.
Do you sell natural looking lashes?
Yes! Check out our classic collections for subtle, everyday looks.
Do you have dramatic lashes?
Definitely! Explore our Russian and Wispy collections to and your perfect style.
Payment & Orders
What forms of payment do you accept?
We accept Visa, Mastercard, Apple Pay and Google Pay. Payment options may vary depending on your location.
My order is incorrect. How can I resolve this?
If there’s an issue with your order, contact our customer service team immediately at hello@tootonelondon.com with your order number and details of the problem.
My order hasn’t arrived but shows as delivered. What should I do?
First, check with your neighbours or household to see if they accepted the package on your behalf. If you still can’t locate it, contact us for further assistance.
How can I get featured on your page?
We love seeing your lashes! Tag @tootonelondon on Instagram and use hashtags relevant to the lashes you’re wearing. Keep an eye out, you might see your work featured on our social platforms or website.
If you have any further questions, please get in touch at hello@tootonelondon.com. Thank you for choosing TooTone London!