Delivery rates and times
Delivery services are slower than usual at the moment, so you might find deliveries take longer than expected. Please bear with us and if you have any questions or concerns, please get in touch at firstname.lastname@example.org.
Our warehouse will be closed between 23 December and 3 January, so all orders placed during this time will be despatched on the 4 January 2023.
UK including NI, Highlands and Isles
- Free – Royal Mail 24 Tracked & Signed (1-2 days) – for orders over £45.
- £5.90 – Royal Mail 24 Tracked & Signed (1-2 days) – for orders under £45.
* These delivery timeframes could only be guaranteed if order is received before 12pm noon on weekdays, otherwise they will be processed on the next working day.
Once we have received and processed your order, Royal Mail will email and text you with a link to enable you to track it. Signature is required upon delivery. If the parcel fails to be delivered or collected from the local Post Office, it will be returned to our warehouse and we will contact you for next steps.
- Royal Mail International Tracked & Signed Delivery, with tracking: £14.00
Please note that we cannot currently ship orders to Spain. Due to Brexit, Spanish Customs Authorities do not allow the exportation of ‘prohibited’ goods to Spain, which include cosmetics.
- Royal Mail International Tracked & Signed Delivery to USA/Canada, with tracking: £18.00
- Royal Mail International Tracked & Signed Delivery to Rest of the World*, with tracking: £18.00
PLEASE NOTE: Import taxes and duties will be the responsibility of the customer should goods be ordered from our website for delivery outside the UK. Unfortunately we have no control over these costs as they are imposed by your local customs office and we are therefore unable to offer assistance on these processes. We advise that you check the import charges applicable in any country before ordering products to be delivered there.
International orders may take up to 10 working days for delivery once dispatched. In some countries it may take longer, for which we cannot be held responsible for.
Tracking may not be available in some countries. Depending on your order and country, you may be liable to import customs duties and taxes on receipt of your order, for which we cannot be held responsible for.
We hope that you will be delighted with your order. However, if for any reason you are not completely satisfied we will offer a refund, exchange or replacement on goods returned within 14 days of your receipt of goods, provided they are in their original, unopened and unused condition.
You should follow the four steps outlined below to return goods:
Step 1 – Obtain a RAN (returns authorisation number)
Please email our Customer Services team at email@example.com to obtain a returns authorisation number (RAN). You will need to provide full details of your customer order number, which is provided on the Packing Note that arrives with your order, together with details of the items you wish to return.
Step 2 – Complete Returns section of Packing Note and re-pack in original packaging
Complete the Returns section of the Packing Note, including the RAN. You should indicate on this form the reason for return and whether you would like a refund, replacement or exchange. In order for the return to be processed you must ensure that the completed form is included with the return package and that the goods are wrapped securely in the same outer packaging in which they were received.
Step 3 – Return package to us by Recorded Delivery
The package should be returned by Recorded Delivery (retaining the recorded delivery receipt as proof of postage), using the pre-printed shipping label supplied on the original Packing Note.
For items that have been received by you as damaged or deemed by us as faulty, we will refund the cost of your return postage. For orders where you have changed your mind or ordered in error, you are responsible for the return postage charges. Any risk related to the return of products is borne by you.
Step 4 – We process your request and refund where applicable
All returned goods will be examined upon receipt, as for reasons of hygiene we are unable to offer refunds, replacements or exchanges on any opened or used goods. We will process your return as quickly as possible and will notify you by email once your refund, replacement or exchange has been processed. You should allow a maximum of 30 working days for the refund, replacement or exchange to be processed. Refunds are made by the original payment method.
Any other questions?
Contact us on firstname.lastname@example.org or +44 (0)20 3086 9856.