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FAQ

Got a question? We have the answer! Check out our frequently asked questions below, alternatively you can reach us on customercare@unicorncosmetics.co.uk and our friendly team of unicorns will help you out.

What Payment Methods do you accept?

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

I’ve been charged multiple times, what do I do?

Please confirm if you received an email confirmation via the email address you entered. If you see multiple pending charges on your bank statement they will drop off your account in a few business days depending on your bank’s institution. Please contact your bank if you have any further questions regarding the pending charges. Please be sure the billing address you are providing us is matching the exact billing address associated with your credit card and only click the submit button once to prevent multiple charges.

Can I Cancel my order?

We try to be super speedy over here, 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 customercare@unicorncosmetics.co.uk 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 customercare@unicorncosmetics.co.uk

Can I track the status of my order?

Yes, we will send you an email once your order has been dispatched, we aim to dispatch all orders within 2 working days. Tracking will be provided on this email, if a trackable postal service was available. Please note lash orders do not come with tracking unless you have specifically selected this service.

Do you Ship worldwide?

We ship to most countries, and we regularly add to our list. Unfortunately right now we do not ship to many areas of Africa, but we do have this area covered with our amazing stockists. Please click here for further information.

How long does shipping take?

Ok so we have you covered in all areas with this Unicorn. Listen up, and take careful note of below.

UK ORDERS

All Lash orders are sent via Royal Mail Untracked Service, delivery times are 2-3 working days. All Brush orders are sent via Royal Mail 48 hour tracked (2-3 working days).

INTERNATIONAL ORDERS

All Lash orders are sent via Standard Royal Mail Untracked Service delivery times are:

    • 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.

All Brush orders are sent via DPD Tracked Express Service delivery times are:

  • Ireland: 5 working days
  • Europe: 5 working days
  • USA: 7 working days
  • Australia: 7-9 working days
  • Rest of the world:7-9 working days

We will be soon adding a DHL Super Express Service – which aims to deliver worldwide in 1-3 days.

Unfortunately our couriers do not deliver on a bank holiday, so please expect your delivery on the next working day.

Where do you ship from?

We are based in the U.K, yes we wish it was more sunny!

How much is shipping?

Our shipping costs are size/weight based and final costs will be calculated at checkout, but see below for a useful guide.

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

  • All Lash Orders have Free UK Shipping
  • UK and Ireland FREE standard shipping on Brush Orders over £60
  • European FREE standard shipping on orders over £80
  • USA and Canada FREE standard shipping on orders over £120
  • Rest of the World FREE standard shipping on orders over £150

UK ORDERS

All Lash orders under £40 are sent via Royal Mail 1st Class which is FREE Shipping. Orders over £40 have a FREE upgrade to Royal Mail 48 hour Tracked.

All Brush orders are sent via Royal Mail 48 Tracked delivery costs £4.99

INTERNATIONAL ORDERS

All International Lash sent via Royal Mail Standard delivery, costs are:

  • Ireland: £4.99
  • Europe: £4.99
  • USA and Canada: £4.99
  • Australia £4.99
  • Rest of the world: £4.99

All International Brush orders are sent via DPD Tracked delivery, costs are:

  • Europe: £12.99 to £14.99
  • USA: £13.99
  • Australia: £14.99
  • Rest of the world: £14.99 to £19.99

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

Don’t worry Unicorn Babe, 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 £40 are sent on our Free 1st Class Service, orders over £40 are automatically upgraded to FREE Royal Mail 48 Tracked. All Brush orders will be sent with Royal Mail 48 hour tracked also.

For when you require Next day UK Service we use DPD with text notification if mobile number is added.

International Deliveries: All Lash Orders are given the option to be sent Royal Mail International standard, this is an untrackable service but keeps costs right down for our unicorns, but does take around 14 working days.

We also offer a fully trackable service which we use with DPD on all our Unicorn Brush orders. Once the parcel arrives in your country it will transfer over to the local carrier. For example, Germany uses DHL, USA uses USPS, and Australia Aramex in most cases.

We will be soon bringing an international Super express delivery service with DHL. This is a fully tracked service also and will get you your order anywhere in the world within 1-3 working days.

Can I amend my shipping address?

We are super speedy at dispatch and process times so this may not be possible. However, please contact us immediately at customercare@unicorncosmetics.co.uk 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, we have found some parcels in bizzare places, thanks mister postman! 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 customercare@unicorncosmetics.co.uk 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 patience and give a little more time. However, If you do experience any long delays in your delivery please contact our customer care team on customercare@unicorncosmetics.co.uk 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 customercare@unicorncosmetics.co.uk within 21 days of the date on which you ordered the products. After this time has elapsed, we do reserves 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 or we reserve the right to decide whether to send out replacement item(s) for you also.

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 APO or FPO address?

We can only ship items to an APO or FPO address with our DPD Delivery Service. Please note this can take up to 30 working days for delivery and parcels will not be trackable during the final stages of the delivery.

Can you ship to PO Boxes?

We currently can only ship to PO boxes in Dubai.

How do I return my order?

We do accept returns of unwanted and unused items within 14 days of receipt.

Please send all returns to our warehouse:

  • UNICORN COSMETICS
  • UNIT 1 Northpoint View
  • Enterprise Close
  • Medway City Estate
  • Kent
  • ME24LX
  • United Kingdom

Please return items using a recorded mail service or make sure to ask for a proof of postage receipt from the post office, as we will not be responsible for any lost items and will be unable to help further. Please email customercare@unicorncosmetics.co.uk with 'Returns' and your order number in the subject line, and your reason for return in the email body.

How long does my refund 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.

Can I exchange?

Yes Unicorn, you can exchange unwanted and unused items within 14 days of receipt. Please email our customer care team on customercare@unicorncosmetics.co.uk with details of your order and the items you wish to exchange, and we will inform you of the process.

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 customercare@unicornlashes.co.uk 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?

Our mistake - we’re so sorry. Let us fix this by sending an email to customercare@unicorncosmetics.co.uk along with your order number and a picture of the items you received in error.

I'm a first-time false eyelash user help?

Don’t worry, we've all been there, practice and more practice wins the game. Please see our detailed instructions on how to apply Unicorn lashes, and any questions please just drop us a email and we would be happy to help.

Do the lashes come with glue?

Unfortunately not at this time, but we highly recommend you try our Eye Charm Glue!

Can I apply mascara to my Lashes?

We strongly advise not to apply mascara directly to the Mink or Faux Mink, it can ruin the quality and limit the number of uses. Many products contain oil and can ruin the quality and shine of the Mink Fur. It’s fine to apply mascara before and we recommend this. You don’t need any mascara on top after this as the lashes speak for themselves.

How do I clean my Unicorn Brushes? Will the Colour Run?

We highly recommend our Swirl + Sparkle Brush Cleaner, it is AMAZING. Truly we have never found a better or prettier brush cleaner, it can be found here. Its super simple to use, wet the brush bristles first in a lukewarm water and run over the surface of the soap to create a lather. Then rinse and repeat till the brush water runs clear, please please be careful not to wet the metal ferrule as this can loosen the glue. Once finished, squeeze out excess water and leave the brushes to dry naturally. Do not dry them on a radiator as the heat can damage the glue. Basically treat your brushes like the queen unicorns they. Oh and no, the colour will not run, we promise!

I really want a Product, but its sold out?

We are Known for Cult Beauty Products, 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. (put in links)

Do you have any stockists?

Yes, we are currently trying to make sure our Unicorn brushes are accessible worldwide and have stockists that provide this service. Please see our Stockist page. Anyone not mentioned on this page will not be selling genuine Unicorn Cosmetics products.

Do you offer Pro Discount?

Yes we do, check out our exclusive Unicorn Pro Rewards Programme here.

Help, I forget to enter my discount code?

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

I want to stock unicorn cosmetics?

We don’t blame you, but unfortunately we do only work with a very select number of wholesalers. If you’d like to submit a wholesale enquiry please email us on PR@unicorncosmetics.co.uk with further information.

Are you products cruelty free?

Yes, we are proud to be cruelty free, and even have a vegan range. Our Unicorn Brushes are included in this.

What Lashes do you sell?

We offer Mink and the highest quality Faux Silk Lashes. Mink is 100% natural hair strands, lightweight and feather like in appearance giving you the most natural finish. It can be curled like natural human hair and worn up to 25 times. Our Faux Silk lashes can be worn up to 20 times. There is lots of cheap ‘Mink’ Lashes on the market right now, but our quality cannot be matched.

Are your Mink Lashes Cruelty Free?

Our 100% natural mink hair Lashes are collected through gentle brushing or collected when minks naturally shed twice a year and sterilised so it is hypo allergenic. We would like to stress that no harm has been done to these beautiful creatures and they are in a safe environment. We have a Synthetic Silk range available to cater for our friends who still may decide this isn't the lash for them and want other options that are still the most natural lashes available on the market here in the UK and across the world.

What materials are your brushes made from?

Our brush bristles are made from the highest quality synthetic taklon hair which makes them super soft but also hypoallergenic and durable! Our Unicorn Brush handles are made with ABS Plastic which means they are bendy but WILL NOT BREAK. We dare you to test it. All our brushes are handmade, and so are our lashes. So much work goes into these bad boys.

Are you brushes suitable for sensitive skin?

Yes, as we said our brushes are made from synthetic taklon brush bristles which mean the brushes are all hypoallergenic and gentle on sensitive skin. Our CEO Mel Blue has sensitive skin so understands how important this is.