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.

Requests to combine separate orders are not guaranteed and may only be accommodated where the orders have not yet entered processing or dispatch. Once an order has been processed, packed or dispatched, we may be unable to combine it with another order.

Where separate orders are placed and separate delivery charges are paid, those charges remain applicable even if a request to combine the orders is later made. If we are able to combine the orders before dispatch, any adjustment to delivery charges will be at our discretion.

Please report any undelivered parcel as soon as possible and within 14 days. Claims reported after a significant amount of time has elapsed may not be eligible for a courier investigation or claim, which may limit the resolution we are able to offer.

Claims for lost UK parcels can only be processed once 10 working days have passed from the dispatch date, allowing sufficient time for delayed parcels to arrive and for the courier to complete any initial tracing.

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

We may open an investigation with the courier. This may include reviewing tracking updates, delivery scans, GPS data and photographic proof of delivery where available. You may also be asked to complete a non-receipt declaration.

Most delivery investigations are completed within 5–10 working days, although this may vary depending on the courier and the circumstances of the claim.

If your parcel tracking shows “Delivered” but you cannot locate your parcel, please contact us within 3 days.

We may open an investigation with the courier. This may include reviewing tracking updates, delivery scans, GPS data and photographic proof of delivery where available. You may also be asked to complete a non-receipt declaration and provide any other relevant information.

Most delivery investigations are completed within 5–10 working days, although this may vary depending on the courier and the circumstances of the claim.

If an item is missing from your order, please contact us within 3 days of delivery.

Reporting the issue promptly allows us to investigate with our warehouse and delivery partners while the relevant records and evidence are still available. Claims reported after this period may be more difficult, or in some cases impossible, to investigate or verify. This does not affect your statutory rights.

We may ask you to provide information reasonably required to review your claim before a refund or replacement can be approved. This may include photographs of the product, packaging, delivery box and shipping label or any other relevant information.

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.