Orders placed will be processed and dispatched within 48 hours unless advised otherwise. No orders are picked up over the weekend or on public holidays.
Can I change my delivery address?
If you have already placed an order with us and need to change the address for delivery, please do this within 24 hours of placing the order. You can do this by contacting us at firstname.lastname@example.org. In some instances your parcel may already be dispatched so we advise you contact us immediately if you realise to need to change the address.
How do I track my order?
Once we have dispatched your order, you will receive an email confirming your order. You can only track your order if you selected that option at checkout.
What are the delivery times?
We offer express delivery and standard delivery for all addresses in the UK. Express delivery is 1-2 days and standard takes 3- 5 business days. These, however, are guidelines and in rare cases may take longer than this. Please note the delivery time does not include our processing time.
We also ship internationally. The price of shipping depends on the weight of the parcel and will be calculated at checkout.
I haven’t received my order
We apologise if you have not received your item. We want to resolve this as quickly as possible for you. If you have not received your item within 10 days of placing your order, please contact us at email@example.com. If you contact us after this time it may be too late for the couriers to investigate.
The tracking says my order was delivered but I haven't received it
If the tracking confirms that the item has been delivered but you have not received your products, please contact the delivery company directly in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered. Please let us know there has been an issue and we will do our very best to assist you but we will not be able to resend or refund anything until an investigation has been completed by the delivery company.
Transit times between the UK and the EU have improved post Brexit, however we are aware that some countries are taking a long time to process parcels at customs. Each country has their own process, and we provide as much information as we can when sending shipments, however they may require extra information as many countries are still streamlining their processes. If they do need extra information, they will contact you directly, so please ensure your contact details are correct when placing your order. Once we have shipped an order we’re unable to make any changes or ask for the parcel to be returned to us.
If the tracking shows your parcel is with customs we recommend contacting them directly to see if there is any information that they need- we can only see the information on the tracking and are unable to provide any more updates or advise how long it will take, this is solely down to the customs department in each country.
Please understand this is completely out of our control, and if you have a limited time frame in which you need an order please note we cannot guarantee international delivery within a specific time frame.
This will be deducted at checkout. VAT is then payable to the courier prior to delivery in addition to any duties or handling fees that may be applied. We have no control over these charges. For more information please contact your local customs office.
Failure to pay these will result in your order being returned to us. If this happens we will not be able to refund any shipping fees or extra charges incurred to return the package.
We are aware of some restrictions; however, we recommend you check your government’s website prior to placing an order with us to ensure you comply with the laws of your country.
Spain - Cosmetic products are prohibited for import.
Germany - Cosmetic products are prohibited for import.
India - Cosmetic products are prohibited for import.
Portugal - Cosmetic products are prohibited for import.
Italy - max 2 pcs for 2 kinds of products. If the shipment does not fulfil these requirements it will be left to the Customs Authorities complete discretion to decide either to return or abandon the shipment.
Greece - Consignee must obtain import approval from the National Drug Administration before clearance. Furthermore, every individual can import up to 3 pcs per shipment only, always accompanied by a statement from consignee that the cosmetics are for personal use and only, if the package contains more than 3 it will be returned to origin
Failure on your part to understand and abide by your country’s regulations will result in your order being returned to us. If this happens, we will not be able to refund any shipping fees or extra charges incurred to return the package. Please contact your local customs office prior to placing an order with us to for the most up to date information.
Information correct at the time this was published (14th June 2022), subject to change.