Shipping & 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

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

Some EU countries currently have restrictions on cosmetic imports:

EU

• Duties and taxes are included at checkout
• No additional customs charges should be payable on delivery
• Customs duties may still apply to orders over €150
• Import rules may change depending on local regulations

USA

Applicable duties and taxes will be calculated and collected at checkout where required.

Please note that, as of 29 August 2025, the U.S. removed its de minimis threshold. This means all imports into the United States may now require duty payments, regardless of order value.

We’re carefully reviewing the updated requirements to ensure U.S. orders are processed as smoothly and transparently as possible.

For the most accurate and up-to-date information, we recommend checking official U.S. government or customs sources.

Rest of World Shipping

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

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.

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.

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.

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 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 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.

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.

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.