PLEASE NOTE THAT OUR INTERNATIONAL SERVICES ARE EXPERIENCING DELAYS AS COURIERS ARE IMPACTED BY BOTH COVID & BREXIT
We work with Royal Mail & UPS for our shipping in the UK & Internationally, they will still prioritise the Next Day & Express services but they cannot guarantee delivery times.
For UK shipments please follow the tracking details our couriers provide but please bear with them as the tracking details may not always be up to date.
International shipments - unfortunately our standard services with Royal Mail do not provide tracking details. If you require tracking details please choose one of our UPS services.
Unfortunately during this time we are unable to accept any claims on late or delayed deliveries.
NB: None of the couriers during this time will come into contact with the customer and any parcels they cannot post through the letterbox will be left outside your door or in the reception of your building as they would always do for non signed for deliveries.
Express & Next Day services normally require a signature, the courier will ring the bell to ensure you are in the accept your parcel but will not be taking any signatures.
We sometimes do special offers on delivery and may offer Free Delivery on certain spend amounts often this may also be limited by weight so larger or heavier orders may not qualify. These are limited offers and therefore are not permanently available.
When Free UK 2-5 Day Delivery is offered this is a Royal Mail service for smaller orders under 2kg.
SAME DAY DELIVERY
You can book a same day delivery during checkout if you are based in a London Postcode or one of the outlying Film Studios: Elstree, Longcross, Pinewood, Shepperton, Twickenham, Warner Bros Leavesden upto 4pm Mon-Fri.
Delivery Costs are automatically calculated as you shop (because they are dependent on weight, country & delivery service).
Orders placed by 2pm Mon-Fri (excluding bank/public holidays) we will endeavour to post out that same day.
We offer Next Day and Saturday shipping options and for London postcodes we can bike your order the same day.
We will notify you as soon as possible using the contact information that you provided on your order if there are any items that are out of stock or insufficient quantities. You will be offered an alternative product or size wherever relevant and will be given an option to wait if the item is due in within a reasonable amount of time. You will also be given the option of cancelling either the item or the entire order and in these cases a part or full refund will be issued.
International Deliveries cannot provide an exact time of arrival but you will see an estimated delivery time when checking out. Please be aware that our Royal Mail services do not provide tracking for your order if you require tracking you need to choose a UPS delivery service.
We are unable to accept returns on any items that have been opened, used, tried or tested in any way. We can only accept returns on items that are unopened, in the original undamaged packaging and in a resellable condition.
All returns must be sent to our shop address (Guru Makeup Emporium Ltd. 12 Kensington Church Street, London W8 4EP) within 7 working days from when you received the parcel.
It is very important that you enclose your packing slip in with the return, it contains important information such as the order number and without this we may not be able to deal with your return effectively. Please also enclose an explanatory note as to the reason for the return so that we can deal with it effectively.
You will be contacted via the email address that you provided to confirm once we have received your return and if we are issuing a refund.
All damages, faults, incorrect or missing items must be reported as soon as possible (and within 7 working days). Please email firstname.lastname@example.org to notify us and please keep the original envelope that the order was sent in as we may need to see this to determine whether the item was damaged in transit or tampered with.
Refunds are issued back to the same card that was used to make payment, we are unable to assign refunds to a different card. Please be aware that although we do everything within our means to process refunds in a timely manner, refunds can take anything up to 30 days to be processed depending on your bank.
If you are not based in the UK, please register your details on our website & then delivery costs will be calculated for whichever country you have registered under. Please see the details below for our foreign customers.
IMPORTANT INFORMATION FOR OUR NON UK CUSTOMERS:
Please be aware that all our prices are shown in UK Pounds £ Sterling.
We cannot be responsible for the final amount that you pay in your currency, your bank will determine it's exchange rate on the day that your money is banked, relating to the total that we charge you in UK Pounds Sterling.
If you are having your order shipped to a destination outside of the UK then our website will automatically deduct the 20% VAT content off the price of the products.
Orders being posted outside of the UK will pass through customs and may be subject to duties & taxes which are decided by the receiving countries customs- these charges are the sole responsibility of the recipient and you will be contacted and charged directly with your countries tax department, they are not governed by us and we are unable to accept any responsibility for the amount charged.
Any additional country regulations, extra charges, permissions, licenses etc on importing products are the responsibility of the recipient.
Packages may be stopped and opened by customs on entry to the receiving country, please allow extra time if this happens as it can hold up the delivery times
Unfortunately we are unable to post any hazardous goods outside of the EU. The website will not allow you to add restricted goods to your shopping basket if your delivery address is outside the EU.
If for any reason you cannot find your destination country listed when registering/ordering, please contact us directly and we will be able to let you know whether it is possible to deliver there.