Canada Shipping and Returns Policy
Shipping and Returns Terms and Conditions for Canadian Customers
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 Canada Shipping Options
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Carrier: Royal Mail / Canada Post
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Delivery Time: 5 - 15 Business Days
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Cost: £9.99
Free Canada Shipping
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Eligibility: Orders over £120
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Carrier: Royal Mail / Canada Post
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Delivery Time: 5 - 15 Business Days
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Cost: Free
1.2 Import Duties, Taxes and Tariffs (Canada)
Customers are responsible for any applicable taxes, duties or import charges once the order reaches Canada. 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), or returned due to a change of mind, any duties or charges previously covered by us will be deducted from your refund. Any return shipping costs we incur as a result of the parcel being refused or unclaimed will also be deducted. Original shipping costs will also be deducted, including orders that qualified for free shipping.
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. Returns Policy
We strive to ensure you are completely satisfied with your order, but we understand returns may occasionally be necessary. Items can be returned within 14 days of receiving your order by completing our online returns form.
2.1 Conditions for Returns
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Items must be returned in their original condition, unused, unopened, and in the original packaging.
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All returns must be accompanied by a copy of your invoice or a completed returns form.
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Returns that do not meet these conditions may be rejected and returned to the customer.
2.2 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.
2.3 Non-Returnable Items
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Items sold as 'damaged' or 'end of line'
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Digital downloadable products
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Online training courses (non-refundable once purchased)
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Items purchased during sale events
2.4 Return Process
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Complete the returns form within 14 days of receiving your order.
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Once approved, package the items securely and include your invoice or returns form.
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Return items using a trackable, insured service. Return shipping costs are the customer's responsibility unless items are faulty.
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.
2.5 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.
3. 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 Canadian orders, customs fees, import duties and taxes 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.
4. 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.
5. 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.
6. Additional Information
These terms apply to retail purchases made through our online store by customers in Canada. For wholesale and distributor orders, shipping and return policies may vary.
Last updated: June 2026
The London Brow Company Limited Registered Number: 12154458