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We currently accept payment via Visa, MasterCard, Visa Debit, Visa Electron, American Express. For more information on our merchant please go to

We also accept payment via PayPal & Klarna. For more information, click here.

At BBB London, we understand that your online security is of paramount concern. We are committed to providing a secure online shopping environment that goes above and beyond industry security standards and guidelines through our payments service providers Stripe (for card payments) and PayPal. For more information on how we store and process your data please refer to our Privacy Policies

We charge your card when your order is dispatched from the warehouse.

At present we are unable to ship to Spain or Norway, however we are pleased to say that we ship to all other global locations.

Please refer to the Delivery and Return Policy

If you receive notification that your credit or debit card has been declined, please check that you have entered the correct card details and that your card has not expired. Please also check that you have entered the correct billing address exactly as it appears on your statement. Alternatively, please use a different card. If that fails, please contact the bank that issued the card for further information. Please note that for your own personal privacy, only your bank can tell you why your card has been declined. For any other issues with payments, please contact customer services at

We start processing your order right after you receive your Order Confirmation and cannot take further payment for additions, or refunds for detractions. Therefore, we are unable to make any amendments to your order. There is a very limited window where we may be able to cancel your order. If you would like to cancel your order, please call 0207 534 0871 and have your order number and relevant details handy. Please note that your statutory right to cancel under the Distance Selling Regulations is not affected.

From time to time, we may make available a promotional code to use on your order. The promotional code should be entered into the relevant field in the shopping basket prior to placing your order. If you have any issues with your code, please contact customer services at

Taxes and customs charges are the sole responsibility of the customer. These charges also vary and are calculated and charged when your package reaches its destination country. Please contact your local customs office for details on how these charges are assessed and applied to your delivery.

We will send you tracking information via email. If you live in communal flats, the courier may attempt to leave your parcel with a neighbour/concierge if you are out. If you have any queries regarding the whereabouts of your order, please contact customer services at and we will investigate this for you.

Please refer to the Delivery and Return Policy

Please refer to the Delivery and Return Policy

We do for all UK orders. Order must be placed before 1pm to qualify for next day delivery. The service is Monday – Friday, which means if you order on Friday before 1pm then your parcel will arrive Monday. If you order Friday after 1pm then your parcel will arrive Tuesday. For more information, please refer to the Delivery and Return Policy

Yes, we accept any gently used items for a shade exchange please email with your order details. For further details please refer to the Delivery and Return Policy


We understand that many women seek alternative products during pregnancy; however, to our knowledge there is no risk associated with using any BBB London formulations in the manner we prescribe during pregnancy. BBB London is committed to provide accurate information; however, this information is not intended to replace advice from your qualified medical practitioner. We recommend that you speak with your obstetrician or dermatologist should you have any concerns regarding your particular circumstances. If you have any further questions on products, please email the customer services team at

We do not test our products on animals, and we will continue to hold true to this principle. Our products are also not retailed in any country that requires animal testing.

Most of our products are vegan however some of our products may contain animal derivatives like bee’s wax, we recommend checking the ingredients list which can be found on If you have any further questions on products, please email the customer services team at

All cosmetic ingredients have the potential to irritate sensitive skin regardless of the amount present in an individual product or the method in which it is used. If you think you have suffered an allergic reaction, please stop using the product immediately. We would recommend checking the ingredients list which can be found on and on our product packaging for clarity. Carry out a patch test if you have sensitive skin. If you have any further questions on products, please email the customer services team at

You can find the full list of ingredients for each product on under each product page and on the box of each product. We recommend you always check the ingredients for products to avoid potential allergic reactions. If you have any further questions on products, please email the customer services team at

The label on your BBB London product displays an icon next to the product information. This icon informs how many months your product will be at its best.

We would recommend all products are stored in a cool and dry place.


Eyebrow and lash treatments are safe to have during pregnancy, however for any chemical-based treatments we recommend having after your first trimester. You should have a patch test for the product before you proceed with the treatment as skin can change during pregnancy. If you have any further questions on bookings or treatments, please email the customer services team at

It is vital that you mention any health condition before you proceed with any treatments so that the therapist is aware and can advise of any precautions to take. If you have any further questions on bookings or treatments, please email the customer services team at

The policy in the UK is that anyone under the age of 16 years is classed as a minor and requires parental guidance and approval before a treatment can be conducted. Threading is available for those aged 13 – 16. Tinting and other chemical-based treatments can only be performed on those over 16 and they must have a clear patch test before proceeding. If you have any further questions on bookings or treatments, please email the customer services team at

A patch test is required for our chemical-based treatments at least 48 hours prior to any booked appointment, all patch tests are renewed with us every 6 months. This is to keep you safe, although reactions are rare, they can occur and we don’t want this to happen to our customers.
Although we strongly advise all our customers to have a patch test prior to their treatment, in some cases we can provide a customer waiver form that you can sign. The waiver form has some strict conditions that must be met: You do not have sensitive skin, you have had similar treatment recently and regularly before with no adverse reactions, you are over 18 years old, and you agree to have a patch test done on day of your appointment.
If you have specific questions on patch testing, please email our customer services team

A patch test takes 5 mins, a little of the product is placed behind the ear for a few minutes then wiped off.
You can pre book this on our website or the app or you can walk into any store that performs that treatment.

You must report a reaction to us no matter how small. Unfortunately, we will not be able to perform that treatment for you.

All though reactions are very rare they can occur. There are many variables that can cause a reaction including, sensitivity to ingredients, changes in skin and environment which is why we recommend you seek medical advice in the first instance. We ask that you report a reaction to us so we can update your account by contacting our customer services department

Aftercare advice will be emailed to you following your appointment. However as a general rule for all treatments, take care not to use make up, perfumed cosmetics, strong cleansers, chlorine or steam rooms sunbeds 24 hours after treatments. Avoid touching the area and let the treatment settle.
For threading use a cold compress or calamine lotion if any redness persists.
For lash extensions avoid rubbing, picking or sleeping on them. Swimming is fine, goggles will help. Do not use oily make up remover or mascara – you won’t need it!

Our Brow and Lash tint is not vegan as it contains a natural based lanolin.


To reschedule cancel and rebook for the new date & time you need.

If you attend an appointment on the same day as a cancellation, we will not charge you.

Please email with the details and we will look for you.

Yes, we offer a loyalty programme on services booked through the app. To qualify, download the app, select ‘Get Loyalty Points’, validate the email you use to book and book your 1st appointment through the app. You will receive a welcome gift of 100 points (£5) to use against your next booking. You will earn 1 point for every £1 spent and every 100 points equals a £5 voucher.
For more information download our app via the following links:


Yes, we do! We offer 10% off products and 10% off treatments in store. You will need to show us your photo NHS employee pass/card to receive the discount. This offer can not be used in conjunction with any other offers of discounts.

This is to secure your booking and allow other customers to use the service if you are unable to make it. We are hoping that we can accommodate more customers as the number of no-shows and late cancellations are growing. Your card is validated but no charges are applied at the time of booking, however as per our cancellation policy if your appointment is cancelled or rescheduled without the required 24 hours minimum notice then the full amount of the appointment will be taken.

These details are mandatory to book as we need to have these details to keep you safe. The best way for us to ensure our records are correct and our data is clean, is to ask for 2 unique identifiers, this ensures the booking is assigned to the correct customer profile. If you have any further questions on bookings or treatments, please email the customer services team at

We are using this information to book an appointment for you at BBB London and to send you a confirmation & reminder email to cancel or reschedule your appointment should you wish to. We are not using this information to send marketing communications to you. For more information on how we store and process your data please refer to our Privacy Policies

Our booking system is only accessed by BBB London. For more information on how we store and process your data please refer to our Privacy Policies

No, unless you switch on product/special offers notifications in the alerts section of your App. You will only receive emails relating to your booking.

Emails relating to bookings contain essential information about your appointment, how to cancel and aftercare, therefore you cannot opt out of receiving them. These emails will not contain marketing information.

As most BBB London’s are located in department stores you will still need to pay for your treatments and products in store. We only have the authority to charge your card for cancellations or no shows.

We input your details straight into our merchant’s Stripe checkout form, your card is validated and then the details are encrypted. If you don’t feel comfortable giving your details over the phone, you can book via the app or website

We require the CVC number to complete the checkout form and that is the only time that it is used; it is validated during that first initial checkout, but we do not store it.

Validated means that our merchant Stripe sends a £0 charge request to the bank to instantly accept or deny the funds. Once validated we only store the last four digits, the type and the expiry date to make a charge if needed. If the £0 charge request fails, they may try a £1 charge request, and if this goes through they refund it straight away. Therefore, on a rare occasion, you may see a £1 charge refunded on your statement. For more information on our merchant please go to

We will try our absolute best to accommodate you for your appointment if you are running late. Our appointments slots are very short, so during busy periods we will only be able to see you if you are under 5 mins late and we may have change your appointment. This could mean changing therapist, reducing the amount of treatments you are having, changing the time of your appointment or in the worst case scenario cancelling the appointment and rebooking you for another day.

We kindly ask that you put your mobile phone away during the appointment. As we are providing treatments to the eye area using a mobile phone can be distracting and may affect the outcome of the treatment.