1. Introduction

1.1 This document (together with any documents referred to in it) tells you the terms and        conditions (the ‘Conditions’) upon which we will sell the Goods to you. You may print a copy for future reference.

1.2 Business Day: a day other than a Saturday, Sunday or public holiday when banks in London are open for business.

1.3 ‘Event Outside Our Control’ has the meaning given in clause 15.

1.4 ‘Goods’ means the goods listed on our website (‘the Website’) which we may supply.

1.5 Before confirming your order please read through these Conditions and in particular our cancellations and returns policy at clause 9 and 10 and limitation of our liability and your indemnity at clause 13.

1.6 By ordering any of the Goods, you agree to be legally bound by these Conditions. You  will be unable to proceed with your transaction if you do not accept these terms and conditions.

  1. About us

2.1 This Website is owned and operated by Orbe London Ltd (‘we’/’us’/’our’), a limited company registered in England and Wales under company number: 12313007 having our registered office at Orbe London Ltd, 12, 27A Nevern Square, London, SW5 9TH

2.2 Our email address is customersupport@orbelondon.co.uk.

  1. Eligibility to purchase from website

To be eligible to purchase the Goods and lawfully enter into and form a contract with us, you must be 18 years of age or older. All chemical products (including Eyelashes and Adhesives.) listed on Orbe Website are for PROFESSIONAL USE ONLY unless otherwise specified. Untrained use is NOT ALLOWED and Orbe Ltd cannot be held responsible. You MUST be trained, certified and insured adequately to use our products. The end users (consumers) of our products can be allergic to adhesive so it is good practice to perform a patch test at least 24 hours before performing the procedure. Under no circumstance is the glue to be used on yourself. We are not responsible for the misuse of our eyelash extension adhesive.

  1. Product description & Price

4.1 We have taken reasonable care to describe all Products as accurately as possible. However, slight variations in description may occur.

4.2 The prices of the Goods are quoted on the order page.

4.3 Prices and any other charges quoted on the order page are based on delivery of the Goods in the United Kingdom unless otherwise specified.

4.4 Prices quoted do not include the costs of delivery of the Goods. The costs of delivery of the Goods will be shown separately on the order page and added to the amount payable by you.

4.5 Unless otherwise stated, the prices quoted exclude VAT.

  1. Payment

5.1 Payment can be made by any major credit or debit card or by using a PayPal account.

5.2 By placing an order, you consent to payment being charged to your chosen payment method not limited to prepay/debit/credit card account, PayPal account or Apple Pay or as provided on the order form.

5.3 If you pay us by credit or debit card or PayPal account or Apple Pay we will take payment from your card or PayPal account or Apple Pay for the Goods when we dispatch the Goods to you.

5.4 We shall contact you should any problems occur with the authorisation of your card or payment through your PayPal account or Apple Pay.

  1. Interest rate

6.1 We will not charge you interest for the period of dispute in respect of an invoice that you dispute in good faith, provided you have advised us within a reasonable time of receiving it that you dispute it and your basis for disputing it.

6.2 Unless clause 6.1 applies, you must pay us interest on any amounts you owe us and fail to pay us on the due date at the rate of 3% a year above the base lending rate of 3% from time to time, accruing daily from the due date until the date of payment, whether before or after judgment.

  1. Order process & formation of contract

7.1 Our Website, catalogue and brochure merely illustrate our Goods and the packaging of the Goods. Your computer may not accurately display the colours of the Goods. Although we aim to accurately depict our Goods and their packaging, there may be differences between the packaging and the colours of the Goods delivered to you and those shown on our Website and in our catalogue and brochure.

7.2 All orders are subject to acceptance and availability. If we are unable to supply you with the Goods in your order due to matters such as unavailability of stock, materials, key staff or an Event Outside our Control or because we have identified a mistake in the description of the Goods or the price stated by us, we will notify you. We will not proceed with the order and will refund any sums you have paid us.

7.3 If the Goods are temporarily unavailable, we will notify you by email of the date they are expected to be available. You will have the option either to wait until they are available or to cancel your order. If you cancel your order, we will refund any sums you have paid us.

7.4 Any order placed by you for the Goods constitutes an offer to purchase them from us.

7.5 You agree that if we contact you to acknowledge receipt of your order such communication shall not amount to our acceptance of your offer to purchase the Goods.

7.6 A ‘Confirmation Notice’ means an email which we send to you to confirm that we have dispatched the Goods. A Confirmation Notice will be our acceptance of the offer made in the order to which that Confirmation Notice relates.

7.7 A contract between you and us for the supply of the Goods (the ‘Contract’) incorporating the version of these Conditions in force at the time of your order will come into existence when we send you the Confirmation Notice relating to your order. You may print and keep a copy of the Confirmation Notice for future reference.

7.8 If you think that there is a mistake in the Confirmation Notice or if you wish to make any changes, please contact us to discuss this. If you request a change, we will tell you if that is possible and about any changes to the price, delivery or performance dates or any other changes that we need to make as a result of your request. We will ask you if you wish to go ahead with the change.

7.9 We may make

7.9.1 minor technical adjustments to the Goods to improve them or to comply with relevant laws and regulatory requirements,

7.9.2 changes to these Conditions as a result of changes in any relevant laws and regulatory requirements,

7.9.3 changes to these Conditions as a result of changes in how we accept payment from you,

7.9.4 changes in the amount payable by you to the extent of any changes in the VAT included in the price or payable in relation to the price.

7.10 If we make any changes in accordance with clause 8.9 we will give you written notice of the changes before we supply the Goods. You can choose to cancel the contract if the change would be significantly to your disadvantage.

7.11 Any variation to these Conditions which have been incorporated into the Contract or to the Contract other than those mentioned in clause 8.9 shall only be binding when agreed in writing and signed by you and us.

  1. Risk & tittle

8.1 When we receive the full payment including VAT and shipping cost, ownership of the goods will be transferred to you.

8.2 From the time of delivery goods will be at your risk.

  1. Cancelling your order

9.1 Cancelling before Confirmation Notice

9.1.1 Prior receiving confirmation notice you may cancel your order for the goods at any time by notifying us of your decision.

9.1.2 You may notify us of your decision by reaching out to us at the contact number provided or by sending us by email to customersupport@orbelondon.co.uk, a statement that you wish to cancel quoting your name, address, the name or a description of the Goods and your order reference number.

9.2 Cancellation after Confirmation Notice

9.2.1 The ‘Cancellation Period’ means the period between the date we send you a Confirmation Notice and the expiry of 14 calendar days after the day you receive the Goods.

9.2.2 You may cancel the Contract at any time during the Cancellation Period by notifying us of your decision to cancel.

9.2.3 You may notify us of your decision of cancellation by calling us on the phone number provided on our website or by sending us by email to customersupport@orbelondon.co.uk, or by post to 12, 27A Nevern Square London, SW5 9TH, United Kingdom.

9.2.3.1 The complete format of cancellation form is available on the Website, or

9.2.3.2 Statement that you wish to cancel with your name, address, your order reference number.

  1. Return of goods

10.1 Upon receiving notice of your cancellation, we will contact you and provide details of where you must return the Goods and other relevant instructions. You must then return the Goods to us without delay and at the latest within 14 days of notifying us of your cancellation.

10.2 You must return the Goods at your own risk and at your own cost when the product is not faulty, the goods must be returned unused, unopened and in the same condition as they were originally dispatched from Orbe.

10.3 If the value of the Goods is reduced as a result of your handling of them beyond what is necessary to determine the nature, characteristics or functioning of the Goods, we will be entitled to claim this reduction in value from you and to deduct it from any money which you have paid us.

10.4 General Return: If your product has been damaged in transit, is faulty or missing products, please contact us by e-mail or phone within 5 working days of order date to arrange a replacement or a refund and to arrange the return of the faulty items.

We will not accept for exchange or refund any item which has been used or is not in the exact condition in which we dispatched it.

You must contact us by phone or email to confirm which items are being returned. You will be responsible for the cost of returning the goods to us (we recommend you get Proof of Posting). There will be no refund of the cost of returning the goods. Any free gifts associated with an item must be returned at the same time. Please return them to the address given on our website along with a note of your order number, full name, and the reason for return. Refunds will be made to the original charged account within 7 days of receipt of the returned goods.

10.5 Adhesive Return: Orbe will not accept responsibility for any loss of lashes or Irritation to clients. If adhesives are believed to be faulty they must be returned for testing before any refund is made. If the product is deemed to be faulty, a full refund will be processed. In such cases, we will refund the postage cost of returning the item and any replacement will be sent with no further P&P charge.  Please be aware that testing of a product’s quality, and receiving the results is often a 4-5 working day process.

10.6 Lashes Return: Orbe will not be held responsible for trays of lashes that are deemed to be faulty through incorrect use. If you believe a tray to be faulty you will be required to return the tray to Orbe for testing. Orbe will then test the lashes and send a video of the result showing if the lashes are actually faulty or not. If found to be faulty Orbe will consider the amount to be refunded judging by how many lashes from the tray were returned. If not found to be faulty Orbe will return the lashes to you.

Important notice: self-fanning lashes are made differently to all other lashes.Orbe uses a special non-drying glue on the bottom which activates the fan on pinching and will hold the shape of the fan perfectly. A small percentage of the lashes may be sticky due to the lashes being glued by hand, therefore the height of the glue may vary.

  1. Refund of goods

11.1 We are liable to refund you the remaining balance, this also includes the cost associated with delivery. For this, you must comply with clauses under 9.2 and 10.  The deductions made would be as follows:

11.1.1 The total value of the goods as mentioned in the clause 10.3.

11.1.2 Costs associated with supply chain (if applicable).

11.2 Depending upon the terms and conditions in the contract, if we’ve agreed to supply the goods and services only, unless the contract is for the supply, we are liable to refund the sum in clause 11.1 within 14 days after the earlier of:

11.2.1 the date of goods receiving, or

11.2.2 the evidence that has information about the date when you redelivered the goods to us.

11.3 If the Contract is for the supply of goods only, or for goods and services with the main purpose being the supply of goods and we have agreed to collect the Goods from you, we will refund you the sum in clause 11.1 within 14 days of our receipt of your cancellation notice.

11.4 In accordance with clause 11.1 we would refund you the total sum and in the same mode of payment shared by you, unless we have agreed to other modes of payment.

  1. Complaints

If you have any queries, complaints or concerns, about the product you purchased from us, you can reach out to us at our customer service phone number provided on the website, or by email at customersupport@orbelondon.co.uk  or by post at 12, 27A Nevern Square London, SW5 9TH, United Kingdom.

  1. Liability & indemnity

13.1 We are obliged to supply the goods to you as prescribed in the contract to ensure that

13.1.1 The Goods are as described in the contract

13.1.2 Correspondence of the goods with the samples we have sent earlier

13.1.3 The goods are not faulty, delivered to you as promised and are usable for the purpose you have specified to us.

13.2 We are strictly obliged to perform the duties specified in the contact, In case of any breach from us in the performance of the duty/obligation, you can take action and may also opt for legal action via Citizens Advice.

13.3 We are obliged to perform our duties in spite of:

13.3.1 Any personal loss due to negligence from our company/employees/stakeholders

13.3.2 Fraud, Misinterpretation or breach of terms and conditions specified in the contract.

13.3.3 Claim for damaged/wrong product delivered to you by the supplier and if  we do not comply to provide you supplier details in  the given timeframe by you.

13.4 We would take complete responsibility for the loss you suffered due to us due to non compliance by us with the terms and conditions in the contract. However, in case of conditions imposed out of contract, we would not take any responsibility.

13.5 You’re obliged as a consumer, if you purchase for any business purpose, we would not take any responsibility for the damage or loss of finance, opportunity, time etc.

13.6 We will not be responsible for any delay in delivering the Goods if

13.6.1 we have requested you for any mandatory information before execution of deliveries and

13.6.2 you have provided us incomplete or inaccurate information regarding it or it is provided to us after the last date of required information.

13.7 Any responsibility for damage or loss caused by pre-existing defects in any fittings, walls, pipes, wiring, gas installations in your premises or to any damage incurred due to defective conditions of the equipment will not be catered by us.

  1. Our rights of termination

We can bring the contract termination clause into effect if payment is due within 14 days of us reminding you that payment is due.

  1. Event outside our control

15.1 Excluding our commitments, we shall not be incharge for slow down or failures in delivery or performance of our commitments to you caused from any act, function, deletion, failure or accident outside our sensible power (‘Event Outside Our Control’).

15.2 Reasonable steps would be taken from our side by which there would be no late delays in performance and our commitments to you which  appear from an Event Outside our Control.

15.3 We will definitely tell you about the  Event Outside Our Control that stops us from showing our commitments to you by telling details of it and the due and time period of any delay..

15.4 Our performance will be deemed to be suspended for the period that the Event Outside Our Control continues.

15.5 Contract may end after telling you about the Event Outside Our Control and the money you have paid would be refunded back to you of the Contract which we would not be able to deliver.

  1. Use of personal information

You will give us permission to send your information like your name, address and other important information and the information should be updated.

16.1 Collect about yourself from Third Parties apps but it should not be less so it would help us to verify for identity more accurately.

16.2 Providing you Goods and Services.

16.3 Making sure you have fully safety and decent funds and you are safe from any kind of scam.

16.4 During the order process if included any updated information send the payment and other information like delivery information(address,name etc.) at the time of process for obtaining and verifying the person authorisation from card issuer or PayPal

16.5 Verify your name, address and other Basic Information you have given during the process of delivery your information may be incorrect on third party app information like card issuer, registered credit reference agencies and spam prevention agencies.

16.6 Will tell you about the similar Goods we provide but to stop us you have to request us to stop telling you of these by contacting us.

  1. Other Terms & Conditions

17.1 We can make any changes to website domain address, product prices, permissions and other product related specifications. specification

17.2 We always tend to keep updated information regarding the stock. In any case if the stock date is not updated due to supplier’s negligence, we would not be responsible.

17.3 The provisions declared in competent by any competent regulatory authority, would be reconsidered, all other provisions have to be complied respectfully.

17.4 All Contracts are concluded in English only.

17.5 If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under it or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with your obligations.

17.6 A waiver by us of any default shall not constitute a waiver of any subsequent default.

  1. Law & Jurisdiction

18.1 These Conditions and the Contract are governed by the laws of England and Wales. In case of residence outside this territory, you have to comply with the terms and conditions of your respective country.

18.2 You can bring legal proceedings in respect of the Goods in the courts of England and Wales. If you live in Scotland you can bring legal proceedings in respect of the Goods in either the courts of Scotland or England and Wales. If you live in Northern Ireland you can bring legal proceedings in respect of the Goods in either the courts of Northern Ireland or England and Wales. If you live in another country in the EU, you can bring legal proceedings in respect of the Goods in either the courts of your home country or England and Wales.

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