Shipping & Delivery Overview

• Orders are dispatched from our warehouse in London, United Kingdom.

• Most orders are dispatched within 1–2 working days.

• During busy periods (such as Black Friday, launches, and Christmas), dispatch may take up to 5 working days.

• UK standard delivery usually arrives within 2–5 working days after dispatch.

• International delivery times vary depending on destination and customs processing.

• Free UK shipping is available on orders over £40.

Please note that delivery estimates begin after your order has been dispatched.

Dispatch Information

Before dispatching your order, we may occasionally need to verify payment details with your card issuer. If this happens, we’ll do our best to minimise delays.

Orders are shipped to the address entered at checkout. For security reasons, if the delivery address differs from the billing address on a first-time order, we may contact you or ship to the billing address instead.

Please check your order confirmation carefully and contact us as soon as possible if you need to make changes. While we cannot guarantee amendments after an order is placed, we’ll always try to help before dispatch.

Order Cut-Off Time

Our daily order cut-off time is 6pm (UK time).

We do not dispatch orders on:

• Sundays

• UK Bank Holidays

Please note: selecting an express shipping option speeds up delivery after dispatch, but does not reduce our processing time.

We currently do not offer guaranteed next-day delivery.

Tracking Your Order

Once your order has been dispatched, you’ll receive a shipping confirmation email (and SMS where applicable) containing your tracking details.

Tracking updates will begin once the courier scans your parcel into their network.

If you haven’t received tracking updates within 48 hours of your “Shipment Prepared” email, please contact us and we’ll be happy to assist.

Please note that customers are responsible for monitoring their parcel tracking after dispatch.

Royal Mail Deliveries

If you’ve selected Royal Mail shipping, we strongly recommend downloading the Royal Mail app. This allows you to:

• Track your parcel

• Set delivery preferences

• Choose a Safeplace

• Rearrange delivery if needed

UK Delivery Options

Free UK Shipping

Free standard UK shipping is available on orders over £40 after discounts have been applied.

Standard Tracked Delivery (Royal Mail) — £3.99

FREE on orders over £40

• Estimated delivery: 2–5 working days after dispatch

• Fully tracked

• Estimated delivery window provided

Express Tracked Delivery (Royal Mail) — £4.99

• Estimated delivery: 1–2 working days after dispatch

• Fully tracked

• Estimated delivery window provided

• Order before 6pm Monday–Thursday for fastest dispatch

Please note that delivery estimates are not guaranteed.

Orders placed after 6pm Thursday may not dispatch until Monday.

Express Tracked Delivery (DHL) — from £10.99

• Estimated transit time: up to 2 working days after dispatch

• Fully tracked

• Estimated delivery window provided

• Order before 6pm Monday–Thursday for fastest dispatch

Please note:

• Delivery estimates are not guaranteed

• Remote area surcharges may apply to certain postcodes

• For remote areas, we recommend selecting Royal Mail shipping where possible

*Working days exclude weekends and UK Bank Holidays.

Delivery 

Delivery estimates are provided as guidance only and may occasionally be affected by courier delays, weather conditions, customs processing, or other circumstances outside of our control.

Typical delivery estimates:

• UK: 2–5 working days

• International: 2–14 working days

International delivery times may be longer for heavier, higher-value, or customs-inspected parcels.

Please note:

• Deliveries are not always made directly to the named recipient

• Anyone at the delivery address may accept the parcel

• Responsibility for the parcel passes to the customer once delivery has been completed

We are not responsible for:

• Incorrect delivery addresses entered at checkout

• Parcels left in designated Safeplaces

• Missed deliveries

• Failure to collect parcels from collection points

Incorrect Address Information

If a parcel cannot be delivered due to an incorrect address entered at checkout:

• We cannot resend or refund the order until the parcel has been returned to us

• Original shipping costs are non-refundable

• Re-shipping fees will apply if the order needs to be sent again

This applies even where free shipping was originally provided.

High Value Orders

For orders over £150, we strongly recommend selecting a signed-for delivery service at checkout.

This provides additional security and helps prevent parcels from being left unattended or delivered without verification.

Missed Deliveries

Couriers do not always leave calling cards after an attempted delivery.

If your tracking hasn’t updated or your parcel appears delayed, we recommend:

• Checking with neighbours or household members

• Contacting your local delivery office

• Reviewing your courier tracking page for updates

Split & Combined Deliveries

Split Deliveries

Occasionally, items within the same order may ship separately due to stock availability.

If this happens, we’ll keep you updated via email.

Combined Deliveries

Where possible, multiple orders placed to the same shipping address may be combined into one parcel to reduce packaging waste and improve operational efficiency.

Lost, Missing or Delayed Parcels

Lost UK Parcels

Please contact us within 5 working days of the expected delivery date if your parcel has not arrived.

Claims for lost UK parcels can usually be processed after 10 working days from dispatch.

Lost International Parcels

Please contact us within 7 working days of dispatch if your parcel has not arrived.

International investigations may take up to 28 working days depending on the courier and destination country.

Missing Items

If an item is missing from your order, please contact us within 5 days of delivery.

Once confirmed, we’ll arrange either:

• A replacement item, or

• A refund

Reports made after this period may delay or affect resolution options.

Parcel Marked as Delivered But Not Received

If your parcel tracking shows “Delivered” but you cannot locate your parcel, please contact us within 3 days so we can investigate with the courier.

Non-Receipt Claims

Before a replacement or refund can be issued:

• A non-receipt form may need to be completed

• Courier investigations must be completed

Investigations can take up to 7- 14 working days depending on the courier.

We understand these situations are frustrating and we’ll always do our best to help throughout the process.

UK Pricing & VAT

All UK prices displayed on our website include VAT.

Orders are charged in:
Pounds Sterling (GBP £)

For international orders, UK VAT is automatically removed where applicable at checkout.

International Shipping

International shipping rates and delivery times vary depending on:

• Parcel weight

• Destination country

• Courier selected

Final rates are shown at checkout.

Customers are responsible for ensuring products can legally be imported into their destination country.

We recommend contacting your local customs office before ordering if you are unsure about:

• Cosmetics restrictions

• Import limits

• Duties or taxes

• Licensing requirements

If an order is returned due to local import restrictions:

• Product costs will be refunded

• Original shipping costs are non-refundable

• Return shipping charges may also apply

EU Shipping

Duties & Taxes

For EU deliveries:

• Duties and taxes are included at checkout

• No additional customs charges should be payable on delivery

Please note:

• Customs duties may still apply to orders over €150

• Import rules may change depending on local regulations

EU Country Restrictions

Some EU countries currently have restrictions on cosmetic imports:

USA Shipping

USA Shipping Temporarily Paused

Due to recent changes to U.S. import regulations, we’ve temporarily suspended shipping to the United States while we review the new requirements.

We appreciate your patience and hope to resume U.S. shipping soon.

Rest of World Shipping

(Asia, MENA, Sub-Saharan Africa & Oceania)

Duties & Taxes

Import duties, VAT, customs charges, and handling fees are not included at checkout and may be payable before delivery.

Where applicable, DHL may contact you directly to collect these charges before your parcel is delivered.

To help avoid delays, please ensure your:

• Email address

• Phone number
  are entered correctly at checkout.

Prohibited Items

International Shipping

Some products cannot be shipped internationally due to courier, customs, or aviation restrictions.

Restricted items may include:

• Aerosols

• Perfumes & aftershaves

• Nail polish

• Hair colour & hair dye products

• Bleaching or chemical lightening products

• Certain alcohol-based or flammable beauty products

• Some liquid cosmetics to selected EU destinations, including makeup and face creams

• Electrical beauty devices, including:

• Hair dryers

• Straighteners

• Trimmers

If your order contains restricted items, we may:

• Remove the affected item(s) from your order,

• Contact you with alternative shipping options, or

• Cancel and refund the affected item(s) where necessary.

UK Shipping Restrictions (Royal Mail Only)

The following items can only be shipped within the UK using Royal Mail:

Product Type	Maximum Allowed
Aerosols	2 items per order
Perfumes & aftershaves	8 items per order
Nail polish	8 items per order

 

Please do not select DHL at checkout if your order contains:

• Aerosols

• Perfumes or aftershaves

• Nail polish

If DHL is selected for restricted items, we may:

• Change the shipping method,

• Remove restricted items from the order, or

• Cancel and refund the affected item(s).

Any refunds will be processed in accordance with our Returns Policy.

Need Help?

If you need assistance with your delivery, our customer support team is always happy to help.

Please contact us with:

• Your order number

• Delivery postcode

• Any relevant tracking information

We’ll do our best to resolve your issue as quickly as possible.