Frequently Asked Questions

Below are some of the questions that we're asked on a regular basis. Please check the list below to see if your question is there, if not, place contact us via telephone (+351 910034870) or email (staystal2021@gmail.com) and we'll be glad to assist you with your query!


Q. How long do orders take to arrive?

A. 1st Class delivery typically takes 14-20 working days (after the day of dispatch). If your order has not arrived within this period of time, please contact us so we can assist you further. 

Q. How do I use my item?

A. Please read the instructions printed on your item's packaging, or enclosed with your item. If you cannot find the instructions, or you require further assistance, please email or call us and we'll be happy to assist you further.

Q. How can I contact you?

A. You can call us on +351 910034870 , or email us at stayslay2021@gmail.com

Q. What are your opening hours?

A. We are open from 9AM until 5PM Monday to Satturday. Our warehouse and offices are closed on Sundays and Bank Holidays.

Q. How can I order?

A. We accept orders via our website.

Q. How does the order process work?

A. Simply browse our website and add any products you'd like to purchase to your basket. Once you've finished browsing click on your cart then click "checkout". You should then follow the on-screen instructions and enter information requested such as your postal address.

Q. What currencies do you accept?

A. Our main currency is EURO, however we also accept a wide range of currencies and payment methods. 

Q. Will my order be subject to import taxes and duties?

A. Our prices are taxs included

Q. What payment methods do you accept?

As show on the payment options

Q. When will my order be posted?

A. If you order before 5PM Monday to Friday, your order will be posted the same day. If you order after 5PM Monday to Friday, your order will be posted on the next working day (excludes Saturdays, Sundays and Bank Holidays). Payment for your order must be cleared before 5PM otherwise your order will not be processed.

Q. Where do you post to?

A. We post to customers across Europe and it is FREE when you spend €‌50.00 or more (a 99p charge applies for orders under €‌50.00.) 

Q. Do you offer refunds?

A. Yes we do. If your item arrives and you decide you'd like to return it, please contact us within 30 days to arrange a return (the item must be returned sealed and unused). We also offer refunds for items that arrive faulty or not as described. 

Q. Who pays for return postage?

A. If you no longer require the item or change your mind, you will be liable to cover the cost of return postage. If the incorrect item is dispatched to you, or the item arrives damaged, we will reimburse your return postage costs.

Q. Are your products authentic?

A. Yes. Every single product that we stock is 100% authentic - we do not stock counterfeit or imitation products (ever). As you're probably aware there are a lot of fake items floating around in the world of false lashes. With that in mind you should be very careful when buying online. All stock we hold can be traced back to the official supplier or distributor. We only source directly from brands or their official wholesale distributors. You can buy with complete confidence when you purchase on our website. If you'd like to discuss this area in further detail or seek confirmation from our suppliers that we stock only 100% genuine products, please feel free to contact us - we'll be happy to help you.

Q. Why is the packaging on the item(s) I've received different to the picture(s) on your website?

A. The brands we work with are constantly updating their packaging. Whilst we make every effort to ensure product pictures on our website are identical to the item you receive, occasionally packaging may vary. The actual product itself is identical - it's just the packaging that's slightly different. If you'd like to discuss this further please contact us right away - we'll be happy to assist you.