EU Shipping and Returns Policy
Shipping and Returns Terms and Conditions for EU Customers
These terms apply to retail orders placed by customers in the European Union and dispatched from the United Kingdom. They reflect your rights under EU consumer law.
All shipping costs and free shipping thresholds on this page are shown in GBP (£). At checkout, prices are automatically converted and displayed in your local currency.
1. Shipping Policy
Order Processing:
Orders are typically shipped within 24 hours on working days. If you need to amend your order or delivery details, please contact us as soon as possible at hello@londonbrowcompany.com. To avoid delays, please do not message across multiple channels.
We will always do our best to accommodate amendments or cancellations, however this cannot be guaranteed. Once an order has been packed, we are unable to make any changes. Please ensure all order details and delivery information are correct before completing your purchase.
Shipping Partners: We work with trusted shipping partners, such as Royal Mail, DPD, UPS and DHL, to ensure fast and reliable delivery. Once your order is dispatched, you will receive a tracking number via email to monitor your shipment.
1.1 EU Shipping Options
-
Carrier: Royal Mail
-
Delivery Time: 3 - 7 Business Days
-
Cost: £11.00
Free EU Shipping
-
Eligibility: Orders £80+
-
Carrier: Royal Mail
-
Delivery Time: 5 - 15 Business Days
-
Cost: Free
Please note: free shipping is available on qualifying EU orders except during sale events.
1.2 Import Duties, VAT and Taxes (EU)
As your order ships from the United Kingdom, customers are responsible for any applicable import VAT, duties or customs charges once the order reaches the destination country. These fees are set by your local customs authority and are outside of our control.
If an order is returned to us due to customer error (such as an incorrect address, refusal of delivery, or failure to collect), original shipping costs will be deducted from any refund, including orders that qualified for free shipping. Any return shipping costs we incur as a result of the parcel being refused or unclaimed will also be deducted.
1.3 Pre-Order Items
Orders containing pre-order items will be held until all items are available for dispatch. If you need any items sooner, please place a separate order.
1.4 Failed Deliveries / Incorrect Address
If an order is returned to us due to an incorrect or incomplete address entered at checkout, or because the parcel was not collected from the courier, the order will be refunded once received back at our warehouse. Shipping costs incurred by us will be deducted from the refund, even if the order originally qualified for free shipping.
2. Your Right to Cancel (Right of Withdrawal)
As an EU customer, you have a legal right to cancel your order within 14 days without giving any reason. This is known as the right of withdrawal.
2.1 Your Cancellation Window
The 14-day period begins on the day you, or someone you nominate, receives the goods. For orders containing several items delivered separately, the 14 days begins on the day you receive the last item. This window includes weekends and public holidays.
You may also cancel at any point before your order has been fulfilled. If you change your mind quickly, contact us as soon as possible and we will do our best to stop the order before it is packed.
2.2 How to Cancel
To exercise your right of withdrawal, simply let us know within the 14-day window by:
-
Completing our online returns form, or
-
Emailing us at hello@londonbrowcompany.com with your order number and a clear statement that you wish to cancel.
A simple message is enough. You do not need to give a reason.
2.3 Returning Your Items
Once you have told us you wish to cancel, please return the goods to us without undue delay and within 14 days of letting us know. You are responsible for the direct cost of returning the items unless we have agreed otherwise in writing.
Please return items using a tracked, insured service and keep your proof of postage. We are not responsible for items lost or damaged on their way back to us.
You may handle and inspect the goods as you would in a shop. However, you are responsible for any reduction in the value of the goods caused by handling them beyond what is necessary to check their nature and characteristics.
2.4 Your Refund Under the Right of Withdrawal
Once you cancel under your right of withdrawal, we will refund the full price you paid for the goods, along with the standard delivery cost. If you chose a more expensive delivery option than our standard service, we will refund the cost of the standard option only.
We will issue your refund within 14 days of being informed of your decision to cancel. We may withhold the refund until we have received the goods back, or until you provide proof that you have returned them, whichever is sooner. Refunds are made to your original payment method.
3. Damaged or Faulty Items
If your items arrive damaged or faulty, please contact us within 14 days of receiving your order by completing our returns form. Once approved, you will receive instructions on how to return the item(s). Refunds or replacements will be issued upon receipt of the returned goods. For damaged or faulty items, return shipping costs will be reimbursed once received. Please use a tracked service and keep proof of postage.
Your statutory rights as an EU consumer in respect of faulty goods are not affected by this policy.
4. Items Exempt from the Right of Withdrawal
Under EU consumer law, the right of withdrawal does not apply to certain items, including:
-
Sealed cosmetic or hygiene products that have been unsealed after delivery, where they are not suitable to be returned for health or hygiene reasons
-
Digital downloadable products once the download has begun
-
Online training courses (non-refundable once purchased and access has started)
-
Goods made to your specification or clearly personalised
Where products are supplied with a hygiene seal, you keep your full right of withdrawal as long as the seal remains intact.
5. Return Process
-
Complete the returns form or email us within the relevant window.
-
Once approved, package the items securely and include your invoice or returns form.
-
Return items using a trackable, insured service.
Returns can take up to 30 working days to process for international orders. We are not responsible for any items lost or damaged in transit.
6. Refunds
Refunds are issued to the original payment method once returned items are inspected. Please allow 3 to 5 working days for the refund to appear in your account after processing.
If an order is returned to us due to customer error (for example, an incorrect address, refusal, or non-collection), any original shipping costs will be deducted from the refund, even if the order qualified for free shipping.
7. Order FAQs
Orders placed before 1pm GMT Monday to Thursday are typically dispatched the same day, though this is not always guaranteed.
Orders placed after 1pm may be dispatched the following day.
We do not ship on weekends.
You will receive an email with tracking details once your order ships, along with expected delivery dates.
For EU orders, import VAT, customs fees and duties may apply. These charges are set by your country's customs office and are the customer's responsibility. Refusal to pay may result in the parcel being abandoned or returned to us, in which case we are not liable for losses.
8. Lost or Missing Parcels
If your parcel is lost or missing, please contact our support team for assistance. We cannot be held responsible for parcels marked as delivered or left in a safe place at your request.
9. Complaints and Support
If you are unhappy with your order or experience any issues, please follow our complaints procedure to get in touch with our team. We are here to help.
10. Additional Information
These terms apply to retail purchases made through our online store by customers in the European Union. For wholesale and distributor orders, shipping and return policies may vary.
Last updated: June 2026
The London Brow Company Limited Registered Number: 12154458