COVID-19 UPDATE: Our warehouse dispatch times are running as usual with no delays. However, shipping times may take longer than usual due to increased demand on services. This is unfortunately out of our control. We have changed all shipping to tracked shipping, so we can follow the status closely of all orders.
SHIPPING (UK) - ROYAL MAIL SHIPPING
Order before 2pm Monday - Friday for Same Day dispatch for in stock products. Please see notice for pre-order items. This excludes public holidays.
First Class Signed For: 90 percent get there in 1 working day. But please allow for 2 working days. Signature required.
Second Class Signed For: Usually 2-3 working days. Signature Required.
Next Day Delivery: Next working day when ordered before 12 Noon. Tracked.
Note - If you order on a Friday afternoon after 12 Noon, your item will be dispatched on Monday.
Africa, the Middle East, the Far East and South East Asia (other than Singapore and Laos).
WORLD ZONE 2 - AUSTRALASIA, SINGAPORE (4 - 6 WORKING DAYS)
British Indian Ocean Territory
Christmas Island (Indian Ocean)
Christmas Island (Pacific Ocean)
Coral Sea Island
French South Antarctic Territory
New Zealand Antarctic Territory
Norwegian Antarctic Territory
Papua New Guinea
People's Democractic Republic of Laos
Republic of Singapore
Unfortunately, at this time. We do not ship our products to China. Due to animal testing laws.
Customs and Import Charges
We do not calculate or prepay any customs charges for orders leaving the UK. Any charges will be calculated by your countries customs and your local delivery company and it will be the responsibility of the recipient to pay any charges that are incurred. If the charges are left unpaid your order will be returned and this will fall under our "Failure to collect" policy which is explained further below.
If you would like to return an item, you must email us ( firstname.lastname@example.org ) with your order number and the reason for the return request.
This request must be made within 14 days of receiving the goods. You must be able to provide your order number, delivery address or email used to make the return application. We offer a full refund on all unused, unopened items within 14 days. To begin the returns process, follow the link above and give a reason for returning the goods. You will then have another 14 days to return the goods to us. This type of return can only be accepted if the item is still in the plastic sealed wrapped it was delivered in.
If the items are being returned because they are faulty, please read below.
Although it is rare, items can get damaged in the post. If you believe you have received a faulty item then this must be reported immediately with a photo sent to email@example.com. Each case will dealt with on an individual basis
After this period, your item cannot be covered due to the sensitive nature of makeup items that can be easily damaged with improper care and attention.
Unfortunately, if you provide an incomplete or incorrect address, we cannot be held responsible if your item if they are not delivered. Please double check your delivery address before you place your order. If it is incorrect then please email firstname.lastname@example.org ASAP. If the item is not dispatched, we may be able to alter the order details. However if the order is dispatched, we can try to get in touch with the courier - but other than that there is little that we can do.
If your item goes missing then do let us know as soon as possible that you have not received it. Customs can sometimes delay delivery which is out of our control. If your item is not delivered within 14 days of the suspected delivery timeframe, we will launch an investigation into the disappearance of the goods. You will need to sign a legal letter declaring you have not received the item.
Please note that when items go missing (and it is proved that the item was not delivered to you,) you will only be entitled to a replacement order, not a refund. If any of the items are out of stock, we can then issue refunds for those particular items.
If your order is marked as delivered but you have not received it you must report this to us within 14 days of the delivery date. After this date we may be unable to make a claim with the courier, therefore, we will be unable to offer any form of compensation.
For missed delivery claims you may be required to sign a contract or statement to confirm you have not received the goods.
Failure to collect / Returned to us, due to an incorrect address
If your post gets returned to us for any reason (that is not ours or the couriers fault) you may be held liable for a handling fee and postage charge. This will be used to send the goods back out to you. If you no longer want the goods, and wish to cancel your order after it has had a failed postage attempt - a handling fee of £5 and minimum postage charge of £5 for UK and £15 for International plus postage cost will be deducted from your refund.