Terms and Conditions

Introduction

Please read our Terms and Conditions carefully before you submit an order to us, including Privacy Policy, Cookies Policy, Return Policy, Delivery policy and patch testing guidance.
These Terms tell you who we are, how we will provide Products to you, and what to do if there is a problem, and other relevant important information.
By placing an order on the website, you agree to be bound by these Terms and Conditions. Terms and Conditions may be updated from time to time.

Company Information

We are Aurora Lashes and Cosmetics FZCO, a company registered in Dubai, United Arab Emirates. Our company registration number is 41998 and our registered office is at Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates. Our registered VAT number is tbt.

Contact Information

To contact us, please contact us via email at info@aurora-lashes.com.
In case we have to contact you in regard to your order, we will be in contact via email or by telephone using information provided.

Purchasing Process

Our shopping site will guide you through the purchasing steps in order to submit your order. Our order process allows you to check and correct any errors with your order before placing an order with us. Please take time to review and check each stage of your order process before placing an order.
Once your order has been placed, we will send you a confirmation email. Moreover, we will also be sending a second email confirming the shipment and delivery you requested, giving you an estimated time of delivery.
If you do not receive any of these emails, please reach out to us via email or the websites contact form to get this issue resolved.
Once an order is placed, you will receive an order number and information about your order. Please save this order number, as it will help us in case you contact us about your order.
Our acceptance of an order is once we send you the order confirmation, unless we have notified you that we cannot accept your order, or you cancelled your order.
In the event we were not able to accept your order, you will be informed by us, and we will not charge you. This might happen if a product is not available or because of unexpected availability, error in the price, typo, identified error in the price or description of a product, not able to meet the requested delivery deadline, product not available, not delivered to your area, cannot obtain authorization of your payment, or website error.
Where we do not accept your order but have processed your payment, we will re-credit your account with any amount deducted by us from your debit or credit card as soon as possible, but in any event within 30 days of your order. We will not be obliged to pay any additional amount as compensation for disappointment.
If you are experiencing any difficulties ordering on our website, please contact us via our contact form here.
We cannot cancel your order once your goods have already been dispatched or being processed, however, once you have received your goods you can request a refund excluding any shipping costs by returning goods to us.
We can only cancel your order, and we cannot make any changes to your order after you have checked out online and the order has come through to our system.
If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 7 working days of the delivery of the goods in question.
If you do not receive goods ordered by you within 14 days of the date on which you ordered them, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 10 days of our maximum delivery period of 14 days from the date on which you ordered the goods.
If you notify a problem to us under this condition, our only obligation will be, at your option:

To make good any shortage or non-delivery;
To replace or repair any goods that are damaged or defective; or
To refund to you the amount paid by you for the goods in question in whatever way we choose.

Age and Account Requirements

You may only purchase Products from the Website if you are at least 18 years old, same goes for creating an account. If you are under 18, you can only use the Website with the involvement of a parent or guardian. We are not liable for any misuse and purchasing/using of our product by underage individuals.
You are free to create an account or continue as a guest when making a purchase. With an account, you will be able to log in and change the details about you in your account.
When creating an account you will be asked to create a username and password to access the account, please keep the username and password confidential and inform us if there is any unauthorized use of your email address or your account. However, any person you shared your username and password with us disclosed as an authorized user for your account.
When creating an account, you must register with a valid email address that you access regularly so that we can send order information or other informational 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.

Product Information and Use

We have made our best effort to display goods as accurately as possible, our lashes are handmade and therefore sizes, dimensions, weight, and other measurements may vary from those shown and indicated on the website.
Goods may vary slightly from their pictures, and images are for illustrative purposes only.
We use the name ‘’silk’’ as a description of texture and feel, however silk is not the material that is being used.
Packaging of the goods may vary from shown images on the website same applies packages shown on our social media.
The goods available for purchase through the website are for private use only and not to be used for any commercial, business, or resale purpose, except if it is expressly stated on the Website for a particular product or has been approved by Aurora Lashes.
There may be a restriction of the maximum amount of the product that may be purchased.
Any activity of Orders from individuals that we suspect are purchasing for the purpose of resale, business, commercial or anything other than private use, we are entitled to and may cancel the order. Any Goods you purchase through the Website should be used as directed on their packaging. Please also follow patch test guidance as instructed on the website (even if you have used the products before) as some of our products may cause skin irritation, everyone is different and may react differently to the products.
Aurora Lashes is dedicated to providing high-quality products and ensuring the satisfaction of our customers. However, Aurora Lashes is not responsible for any damages, injuries, allergic reactions, improper use or other conditions that may arise from the use of our products. By purchasing or using any products from Aurora Lashes, the customer acknowledges and agrees that all use of our products is completely at their own risk.
Customers are advised to perform a patch test prior to the full application of any cosmetic product to ensure compatibility with their skin. Aurora Lashes does not accept liability for any indirect, incidental, punitive, or consequential damages of any kind whatsoever related to the purchase or use of our products.
Aurora Lashes makes no warranties of any kind, either express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement. Customers should be aware that product descriptions or other content of Aurora Lashes are provided for informational purposes only and should not be taken as medical advice.
In case you develop allergic reaction/s or any symptoms following the use of our products, you should discontinue use immediately.
By ordering our products, you agree to follow our patch test guidance on our website each time before you use them and that we shall have no responsibility for any reaction that should occur from your use of the products.

Changes

Please contact us if you wish to change your order before we provide you with the order confirmation. If change is possible, we will let you know of any changes to the price, products, supply, timing, or anything else necessary.

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.

Our Rights to Make Changes: Minor changes to the products. We may change the Product(s):

to reflect changes in relevant laws and regulatory requirements; and
to implement minor adjustments and improvements. These changes will not affect your use of the Product(s).
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.

Delivery

Delivery costs. The costs of delivery will be as displayed to you in our Delivery Policy.
When we will provide the Products:

Goods. We will aim to deliver them within the timescale set out in the delivery option chosen by you when you place your Order.
Services. We will provide the Services in accordance with, and on the date set out in, the Services’ description on the Website.

We are not responsible for delays to your delivery due to our delivery agents, and delays outside our control.
In any case of force majeure events, we are not responsible.
Please note that delivery times may vary as we collaborate with third-party fulfillment and delivery services over which we have no direct control. By making a purchase, you acknowledge and agree that while we are committed to assisting you in case of any delivery delays, Aurora Lashes and Cosmetics FZCO cannot be held responsible for any such delays. Your understanding and agreement to this limitation are appreciated as part of our terms of purchase.
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 or our third party shipping agent may inform you of how to rearrange delivery or collect the Goods from a local depot.
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.
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, you can give us a new deadline for delivery, which must be reasonable.
When you become responsible for the Goods. Goods will be your responsibility from the time we deliver them to the address you gave us.
When you own Goods: You own the Goods once we have received payment in full.
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 or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. Subject to relevant clauses 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.

Reasons we may suspend the supply of Products to you. We may have to suspend the supply of a Product to:
deal with technical problems or make minor technical changes;
update the Order to reflect changes in relevant laws and regulatory requirements;
make changes to the Order as requested by you or notified by us to you (see clause 7 above).

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.

Your Rights to End the Contract

You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
If you want to end the contract because of something we have done or have told you we are going to do, see clause 9.4 below;
In all other cases (if we are not at fault and there is no right to change your mind).
Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately, and we will refund you in full for any Products which have not been provided, and you may also be entitled to compensation. The reasons are:

We have told you about an upcoming change to a Product or these Terms, which you do not agree to;
We have told you about an error in the price or description of a Product you have ordered, and you do not wish to proceed;
There is a risk that supply of the Products may be significantly delayed because of events outside our control;
We have suspended supply of the Products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
You have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 8.6 above)).

Exercising your right to change your mind (Return).

For most products bought online you have a legal right to change your mind within 14 days and receive a refund, are explained in more detail in these Terms.
When you don't have the right to change your mind. You do not have a right to change your mind in respect of:

Any Goods which are not suitable for you to return to us for health and hygiene reasons, if the seal is broken after delivery, unless the Goods were damaged or faulty when delivered to you or have been incorrectly delivered;
Any Goods which have no seal but are not suitable to be returned to us for health and or hygiene reasons;
Other Goods if not in their original condition and packaging;
Any Goods which become mixed inseparably with other items after their delivery; and
Any Service, as your Order requires us to set aside resources and incur costs which we would not be able to recoup if you changed your mind.

How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the Products, unless your Products are split into several deliveries over different days. In this case, you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the Products.

Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault, and you do not have a right to change your mind (see clause 9.1 above), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for Goods is completed when the Product(s) are delivered and paid for. A Service is completed when the course or event ends. If you want to end a contract before it is completed where we are not at fault, and you have not changed your mind, just contact us to let us know. The contract will end immediately, and we will refund any sums paid by you for Products not provided, but we will deduct reasonable compensation from that refund for the costs we will incur as a result of your ending the contract.

How to End the Contract With Us (including If You Have Changed Your Mind/ Return)

Tell us you want to end the contract. To end the contract with us, please send an email:

You can contact our customer service team by email at info@aurora-lashes.com . Please provide your name, home address, Order Number and, where available, your phone number and email address.

Returning Goods after ending the contract. If you end the contract for any reason after Goods have been dispatched to you, or you have received them, you must return them to us. You must post them back to us at IQ Fulfillment General Warehousing LLC Dubai Investment Park – 1 Warehouse no 5. Please contact our customer service team by email at info@aurora-lashes.com to notify us that you are ending the contract. If you are exercising your right to change your mind, you must send off the Goods within 7 days of telling us you wish to end the contract
You will need to ensure the value on the parcel is listed as “zero” and you clearly write "Returned Goods" on the customs form. We will not accept any returned Goods that have incurred duty charges.
When a Product cannot be returned or a refund is denied: Please be aware that once a product has been opened, it cannot be returned unless it is found to be faulty or does not function as promised. If you open a product and then claim that it does not work as intended, we will conduct a thorough investigation to verify the claim. Aurora Lashes and Cosmetics FZCO reserves the right to deny a refund if the investigation reveals that the product functions properly and meets the advertised standards. Returns are only accepted for products that are genuinely faulty or broken, not merely because the purchaser does not like the product.
Refunds can be also done with gift cards or discounts for the next order.

When we will pay the costs of return

We will pay the costs of return:

if the Goods are faulty or;
if you are ending the contract because we have told you of an upcoming change to a Product or these Terms, an error in pricing or description. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

The costs of returning goods to us shall be borne by you. We advise that you send the goods back by a method where they are insured and signed for by us, the recipients.

How we will refund you

We will refund you the price you paid for the Products (excluding delivery costs) by the method you used for payment. However, we may make deductions from the price. We also reserve the right to refund via bank transfer or offer the refund value as store credit or a discount code.
Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Goods, if this has been caused by your handling them in a way which would not be permitted in a shop, such as opened product, damaged or used product. Refunds will not be processed until inspection has been done. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of Goods within 3–5 days at one cost, but you choose to have the Goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
The consumer is liable for all shipping costs, in the event of free shipping provided by us at the point of sale we will deduct the standard rate of shipping applicable to the customer's location at the time.
Where the Products are Services, we may deduct from any refund an amount reflecting the loss in value of, and any delivery charges relating to, the Services, taking into account, for example, whether we can resell the Services once you have changed your mind, and at what price.
When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

If the Products are Goods, your refund will be made within 14 days from the day on which we receive the Goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the Goods back to us.
If inspection is required, a refund can take up to 21 days after we received the product.

In all other cases, your refund will be made within 14 days of you telling us you have changed your mind.

Our Rights to End the Contract

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:

You do not make any payment to us when it is due, and you still do not make payment within 7 days of us reminding you that payment is due;
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
You do not, within a reasonable time, allow us to deliver the Products to you.

You must compensate us if you break the contract. If we end the contract in the situations set out in 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.

We may withdraw a Product

We may write to you to let you know that we are going to stop providing a Product. We may 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.

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.
Cancelling if there is an event outside our control. If we cancel, 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.

If There Is a Problem With a Product

How to tell us about problems. If you have any questions or complaints about a Product, please contact us. You can contact our customer service team by email at info@aurora-lashes.com , write to us on our website's contact form.

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 clauses above and our Returns Policy.

Price and Payment

Where to find the price for a Product. The price of a Product, 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 21.3 below for what happens if we discover an error in the price of a Product you order.
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.
What happens if we get the price wrong? It is always possible that, despite our reasonable endeavors, some of the Products we sell may be incorrectly priced. We will normally check prices before accepting your Order but, in case of mispricing we may end the contract, refund you any sums you have paid
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.
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.

Our Responsibility for Loss or Damage Suffered By You

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 resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Aurora Lashes and Cosmetics FZCO shall not be held liable for any damages, injuries, or adverse reactions resulting from the improper use of our products. Our products, including lashes, are designed for specific cosmetic applications as described in our usage guidelines. Misuse of these products or using them in ways they are not intended or not understanding how to use our products, which can lead to undesirable outcomes, for which we are not responsible. Additionally, Aurora Lashes and Cosmetics FZCO cannot be held liable for any injuries or accidents that may occur as a result of using our products. By purchasing our products, you acknowledge and agree to this limitation of liability and assume full responsibility for the safe and appropriate use of the products.

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.

INTELLECTUAL PROPERTY

The entire content of the Website, including all copyright, trademarks and other intellectual property rights it contains, including the name ‘Aurora Lashes and Cosmetics’, is the sole property of Aurora Lashes and Cosmetics FZCO and its licensors. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on the Website nor may you use any such content in connection with any business or commercial enterprise.

Other Important Terms

We may transfer this Agreement to someone else. We may transfer our rights and obligations under these Terms to another organization. We will always tell you in writing if this happens, and we will ensure that this will not affect your rights or our obligations under these Terms.
You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing.
Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its Terms.
If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things, and it will not prevent us taking steps against you at a later date. For example, if you miss a payment, and we do not chase you, but we continue to provide the products, we can still require you to make the payment at a later date.
Which laws apply to this contract and where you may bring legal proceedings. These Terms are governed by the laws of Dubai, United Arab Emirates and you can bring legal proceedings in respect of the products in the courts of Dubai, United Arab Emirates. If you live in another country, you can bring legal proceedings in respect of the products in the Dubai courts.

MOBILE TERMS OF SERVICE

Last updated: [Insert the latest update date here]
The Aurora Lashes mobile message service (the "Service") is operated by Aurora Lashes and Cosmetics -FZCO (“Aurora Lashes”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
By consenting to Aurora Lashes’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Aurora Lashes through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).
You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Aurora Lashes. Your participation in this program is completely voluntary.
We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.
You may opt out of the Service at any time. Text the single keyword command STOP to Aurora Lashes, or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Aurora Lashes mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.
For Service support or assistance, text HELP to Aurora Lashes or email info@aurora-lashes.com.
We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received, and we will not be responsible for honoring requests made in such messages.
The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.
To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.

Discounts

Discount codes and offers are provided exclusively by Aurora Lashes and Cosmetics FZCO. Two separate discount codes/offers cannot be used in conjunction with one another. It is one discount/offer per order.
Aurora Lashes reserves the right to remove any promotion at any given time.

While we endeavor to ensure that this Website is normally available 24 hours a day, we will not be liable if for any reason this Website is unavailable at any time or for any period.

Access to this Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control.

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