Delivery and Returns
We’re temporarily halting all EU orders
Like many companies, we are currently experiencing issues with shipping orders to EU destinations due to Brexit, as some individual countries have brought in their own regulations regarding the shipment of cosmetic products.
Although there are no overall restrictions for the number of beauty products that can be sent in one parcel to an EU country, we’re receiving reports that some orders have been stopped in customs because they contain over a certain number of products. These rules have been brought in by the individual country the order is being shipped to.
This has caused a lot of confusion for delivery companies and subsequently lots of delays, and it is for this reason that we have decided to temporarily suspend any EU orders until the situation is rectified, including orders to the Republic of Ireland. This will apply whether an EU order is placed through our website or via an Ambassador.
We are working with DHL to resolve the issues with orders that have already been placed and hopefully the situation will settle down once everyone gets used to the new post-Brexit delivery updates. To avoid delays and any confusion for our EU customers, we feel it’s better not to accept any EU orders until the situation has settled.
Once we’re confident we won’t have any customs issues with EU orders, we will of course start taking EU orders again as normal.
This information excludes Northern Ireland, Channel Island and Isle of Man deliveries, and we will still be accepting these orders as normal. We will also still be processing any international orders outside of the EU, as these haven’t been affected by Brexit.
We feel this is the best decision to make until the situation settles, and thank you for your patience and support!
If you are a customer outside of the UK and The EU
The rules around the importation of UK products into non-EU countries have not changed with Brexit (1st January 2021).
Any customer purchasing our products from the UK to be shipped into their own country outside of the UK and the EU, may be required to pay additional Import Taxes and duty. The amount of Import Taxes and/or duty that needs to be paid will be dependent on the minimum order value rules within the country you live in.
These rules are the same as they were before Brexit, and haven’t changed. So in this instance, you will be charged these fees as normal. If you’re a customer living outside the EU, please check your country’s import taxes and custom duty rules before placing an order with us.
We hope this helps you further understand the charges you may receive depending on where you’re ordering from, and – as always – please don’t hesitate to get in contact with us if you have any questions!
FREE DELIVERY IS HERE TO STAY
We'll be offering free delivery on orders of £30+ for the foreseeable future! Valid on all single orders of £30+. Subject to change. Includes UK (NI), Channel Island and Isle of Man only.
Everyone's skin is different, which is why you can return products for a full refund or exchange within 30 days of the purchase date.*
|Delivery Information||Time frame|
|Dispatch||5-7 working days for your items to be dispatched|
|UK mainland delivery||5-7 days|
Channel Islands, Northern Ireland and the Highlands
|Europe delivery||Orders and delivery temporarily suspended until further notice|
|Areas Worldwide||Allow up to 21 days|
Smaller parcels are sent via Royal Mail 48 hour tracked delivery and for larger orders, international, please expect a notification from DPD and DHL. These couriers have a text messaging service so please add a mobile number to your account to receive updates about your parcel.
Please also be advised that during UK Bank Holidays and busy periods such as Christmas, it may take slightly longer to receive your parcel. We will always do our best to inform you about any delay.
Returns & Exchanges
We believe you will be delighted with your purchases, but there may be occasions when you feel it necessary to return a product. You have the right to cancel the contract for the purchase of any item within 14 working days of delivery. We offer a 30-day money back guarantee with all of our products.
If you’re unhappy with your item or would like to swap your item for a different scent/shade, please return your purchase back to us for a refund or exchange. All of our UK returns are free! You simply need to:
- Download and complete the returns form, including this in your return.
- Attach the free post returns label to your original packaging - print your returns label here.
- Take the parcel to your local post office
Your return must weigh under 5kg to use this service. If it weighs more, please contact Support on 0208 6841551 or via firstname.lastname@example.org for further info.
- We will send your replacement item or refund your payment within 30 working days upon receipt of your item
- We can only fulfil refund/exchange requests for those orders sent back with a fully completed returns form
- We can only exchange products for up to the same value of the original order
- We are unable to refund just part of a collection - to get a refund for collection items, please return the whole collection and the full sum paid for the collection can be refunded
- If you would like to exchange products that make up just part of a collection, we can do this and only require those individual items to be returned to us in order to exchange them
- International customers are responsible for shipping costs when returning item(s) for refunds/exchanges.