Shipping & Delivery
How long will my order take to process?
We pack and dispatch all in-stock orders either the same or next working day after the order is received (with the exception of orders with Next Working Day Shipping selected at checkout, see below). Delivery times will depend on which shipping service you choose (see below). You will receive an email when your order has been shipped.
Free UK shipping
We offer free UK shipping on all orders valued over £15.
Most orders are sent by Hermes, which takes between 2-4 working days for delivery. Some orders sent using this method will require a signature upon delivery, although in most cases the courier will attempt to leave the parcel in a safe place or with a neighbour if you are not in to receive it.
When your order is ready for delivery you should receive an email from Hermes notifying you of the delivery date with a link to track your order’s progress.
Standard shipping is charged at a flat rate of £2.99, most orders will be sent by either Royal Mail or Hermes and take 1-4 working days for delivery. Some orders will require a signature upon delivery.
Next working day shipping
This service is charged at a flat rate of £7.25 per order. All orders will require a signature upon delivery. Orders are sent via Royal Mail Special Delivery; please order before 12pm Monday – Friday to receive your order the next working day.
Please note: Orders shipped using this service on Fridays will usually be delivered on Saturday but this is not guaranteed; they may not arrive until the following Monday. Orders placed after 12pm on Fridays may not be delivered until the following Tuesday.
We are pleased to offer the option of international shipping on orders of any size staring from £5.99. International orders valued at over £100 qualify for free standard shipping.
The postage charge for your order will be automatically calculated for the appropriate destination country and added to your order total during checkout (you can also get a quote for shipping costs before placing an order). Most international orders are sent using Royal Mail Airmail. Some items may require a signature on delivery.
International shipping times can vary considerably, but as a guide please allow 3-5 working days for delivery to Europe and 5-14 working days for worldwide destinations. Please note that all delivery times are estimated and are not guaranteed, we cannot be held responsible for orders that are delayed during the shipping process as this is beyond our control (however if your order does not arrive within a reasonable amount of time, please let us know).
Please check your country import policies before placing an order as we will not be held responsible or liable for any items seized at your local customs office, nor for any customs duties or taxes that may arise, or any other country-specific fees.
What happens if my order is out of stock?
We try to ensure that the website is kept up to date re: showing out of stock items, however occasionally an order including out of stock items may be processed. If this happens, we will contact you by email to advise you of the expected date of arrival and give you the opportunity to cancel your order. If we do not receive a reply from you within two working days we will usually cancel that part of your order and issue you with a refund. If one of the products you have ordered is out of stock, we will dispatch part of your order and refund the out of stock item(s) (unless we hear otherwise from you).
How will my order be packed?
We take the utmost care with each order to ensure it is carefully packed and protected against damage. Your order will normally be packed in a protective envelope or in a suitable box containing protective padding to protect it from damage during transit.
Please be assured that your order will be packed discreetly with no reference to the contents or our web address on the outside of the package (with the exception of international orders requiring a customs form, which will be marked as containing ‘cosmetics’ or ‘skin care tool’).
Missed deliveries and orders lost in transit
If you are not in to receive your order at the time that delivery is attempted, the postal company will usually email you or leave a card so that you can arrange a redelivery at a more convenient time, or alternatively you may be able to collect your order from your local sorting office. In some cases the courier will leave the parcel in a safe place or with a neighbour (they should leave a card to indicate where they have left the order if this is not immediately obvious).
If you have not received your order within the expected time frame, please contact us and let us know. We will do our best to trace your order and if it cannot be found, we will re-ship it to you for free.
If you have any queries regarding delivery, please don’t hesitate to contact us.