Shipping policy
GENERAL SHIPPING INFORMATION
Shipping Companies:
We use Royal Mail & UPS for our UK & International shipping who deliver Monday-Saturday.
For International shipments - our standard services with Royal Mail is valid with smaller parcels under 2kg and will be passed onto your Country's internal post carrier.
For UK shipments please follow the tracking details our couriers provide via email.
Expected delivery times (ETA) are set by Royal mail and you will recive notification prior to delivery by sms or email with an estimated delivery time.
Royal Mail deliver parcels anytime between 7am and 5pm.
If you are not in the driver will attempt to leave your parcel with a neighbour or safe place.
In the event that a guaranteed next day service arrives later than expected due to a courier fault, we will refund the difference between a standard and next day service (and not the entire amount because the service was still used to some degree).
FREE DELIVERY
Currently we offer Free UK Shipping* via our UK 2-5 day service on spends over £25.00, this is limited by weight & size so larger or heavier (over 2kg) orders do not qualify.
*Free shipping does not apply to orders that contain aerosols or orders weighing over 2kg.
These are limited offers and therefore are not permanently available.
UK RM Standard, 2-5 Day Delivery via royal Mail up to 2kg free
SAME DAY DELIVERY
You can book a same day delivery during checkout if you are based in a qualifying London Postcode or one of the outlying Film Studios: Elstree, Longcross, Pinewood, Shepperton, Twickenham, Warner Bros Leavesden. This is available to book up to 3pm Mon-Fri.
Collection from our business location*:
Unit 12, 284 Water Road
Wembley
HA0 1HX
*collections must be preordered, please wait until you have received an email informing you that it is ready to collect and follow the instructions provided in that email.
DELIVERY:
Delivery Costs are automatically calculated as you shop (because they are dependent on weight, location & delivery service).
Orders placed by 2pm Mon-Fri (excluding bank/public holidays) & by 3.30pm for priority services we will endeavour to post out that same day. There are no dispatches or deliveries on Bank Holidays.
We offer Next Day 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.
*For International Deliveries we cannot provide an exact time of arrival but you will see an estimated delivery time when checking out but it is dependant on the tiem it takes to clear customs in your Country. Both Royal Mail and UPS services will provide you with emailed tracking details, please look out for their emails as they will be automated and may look like junk.
IMPORTANT INFORMATION FOR OUR NON UK CUSTOMERS:
Currency & Exchange Rates:
Please be aware that all our prices may shown in UK Pounds £ Sterling as we are a British company, however we do have some Currency Conversions for some countries.
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.
Taxes & Duties
If you are shipping to a destination outside of the UK, our website will automatically remove the UK 20% VAT from your product prices at checkout.
Prepaid Taxes & Duties — no surprises on delivery
For many of our international customers, we are able to collect your destination country's taxes and duties as part of your checkout total, so there is nothing extra to pay* when your parcel arrives.
For our EU customers, taxes and duties are covered via DDP (Delivered Duty Paid). Everything is paid upfront and there is nothing further to pay on arrival.
For customers in the following countries, prepaid taxes & duties are available via DDP:
Australia · Canada · China · Hong Kong · India · Japan · Malaysia · New Zealand · Saudi Arabia · Singapore · United Arab Emirates · United States
We are continually working to expand this to more countries, so if yours is not listed above, please check at checkout as availability may have been updated.
*Please note: In some countries, certain goods may be subject to additional import regulations, permits or charges that fall outside these schemes. Where this applies it would remain the responsibility of the recipient.
Packages may be stopped and opened by customs on entry to the receiving country, please allow extra time for such delays.
IMPORTANT EXTRA INFO FOR UAE CUSTOMERS:
Delivery in the UAE is conditional to strict addressing criteria being met:
A complete and full address including name of town, building number, street & zone number OR A PO BOX NUMBER and post office name as applicable followed by 'United Arab Emirates' in both cases.
A local mobile number and recipient email (please note, as there is zero de minimis on VAT, contact with the recipients is generally completed using SMS, phone call or WhatsApp hence a local mobile number is key).
Full name including given & family names of the recipient.
Additional Guidance for Selected International Destinations
Due to import regulations in certain countries, customers in the following destinations:
Malaysia · United Arab Emirates · Saudi Arabia · Singapore · China
are advised not to purchase skincare, SPF products, or products with treatment-based claims.
These product types are more likely to be delayed, inspected or refused by customs in these regions.
We recommend ordering standard makeup products only (such as powders, eyeshadows, lip products and brushes), which are far less likely to encounter issues.
Samples & Promotional Items
For these destinations, samples and free promotional items (particularly liquid-based products such as foundation samples) may increase the likelihood of customs delays or refusal.
We kindly ask customers not to add samples to their order or rely on free gifts being included.
Where necessary, we reserve the right to remove any samples or promotional items from orders prior to dispatch to help ensure successful delivery.
Customer Responsibility
Orders containing higher-risk product types (including skincare, SPF, or restricted items) are placed at the customer’s own risk, and we cannot guarantee successful delivery or customs clearance.
International Returns, Refusals & Customs
If an international order is returned to us due to:
- Refusal to pay any applicable import duties or taxes
- Failure to provide required information to the courier or customs
- Failure to respond to delivery attempts
- Incorrect or incomplete delivery details provided at checkout
We will issue a refund for the products only.
Shipping costs are non-refundable in these circumstances.
Any additional return shipping charges, customs fees or administrative costs incurred may be deducted from the refund where applicable.
HAZARDOUS/RESTRICTED GOODS:
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.