Shipping & Returns Information
All our orders are processed within 24 hours Monday to Friday*
We have a no questions asked 14 Day return policy for a full refund
Friendly phone support without any wait times 0800 334 5373 (GMT)
We take pride in our products and how we pack your order, however we do know that sometimes items get damaged in transit, or you need to return your order for some reason. If you do wish to return an item, please start our returns process within 14 days of receiving your order. Click here to fill in a returns form to start the process.
Please keep in mind that all orders must be returned to us in their original state, unopened, and unused.
Read our shipping and returns process below so you have all the details you need to understand our shipping, track your order, or arrange a return.
Where do you Deliver?
UK Shipping Options
- FREE Delivery Royal Mail Tracked 24 (2 - 3 working days) Over £125.00
- Express Delivery - Royal Mail Tracked 24 (1-2 working days) - £3.99
We cannot offer Guaranteed next day delivery services at this time.
Processing time for orders 1 - 3 days.
*Shipping is FREE for UK orders over £125 excluding sale events.
USA Shipping Options
USA shipping £19.99* with DHL Express and usually takes 3 - 4 working days. This is a fully tracked express service.
*Shipping costs may vary with DHL depending on your location. Please read 'Worldwide Shipping' for full details.
Free Shipping - Standard international Shipping (3 - 17 working days) with Royal Mail International Tracked service.
FREE shipping for US orders over £125 excluding sale events.
EU Shipping Options
EU shipping is calculated per area and is sent with DHL Express. This usually takes 3 - 4 working days. This is a fully tracked express service. When using DHL, the duties are paid for by The London Brow Company.
If using Royal Mail for EU shipping, taxes and duties are covered by the customer.
All above shipping terms apply to retail customers purchasing from our online ecommerce store. Wholesale and Distributor orders will have shipping quoted separately.
Worldwide Shipping Explained
Worldwide shipping is calculated at checkout and shipped with DHL Express shipping.
For orders with an international shipping address, a bespoke shipping quote may be provided when placing your order if shipping quotes are more than the £19.99 charged on our website. This is due to some areas needing additional remote charges applied by DHL.
Your shipping quote may vary according to the size and weight of your order, as well as the country of delivery. For trade orders please see our Trade Site Terms and Conditions. International shipping quotes provided by The London Brow Company Limited do not include any additional customs costs, taxes, or duties – charges may vary according to the country of delivery, its applicable legislation, and general inflation. It is your responsibility to make prompt and full payment of these charges to receive delivery of your orders. If you fail to make payment of such charges, resulting in the products being returned to sender, you must pay any additional costs for re-delivery before your order will be re-sent to you. International deliveries are estimated to take between 3-5 working days, subject to custom checks, though this cannot be guaranteed and may be considerably longer.
When will my order arrive?
We try to ensure that orders which are placed before 2pm GMT Monday to Thursday will be dispatched to you on the same day, using the delivery method chosen by you when you placed your order, although this cannot always be guaranteed. During busy periods and national holidays these times may vary.
Orders which are placed after 2pm may be dispatched to you on the same day, or on the following day, depending on the number of orders we have received on that day. Please note that we do not dispatch orders or complete deliveries at weekends, therefore if you place your order after 2pm on a Friday, it cannot be guaranteed for Saturday delivery. Your item may then be delivered to you the following week.
What time do I need to place my order for Next Day Delivery?
Guaranteed Next Day Delivery Orders need to be placed by 2pm to be sent guaranteed next day delivery within the United Kingdom. This service runs from Monday to Thursday. If you are ordering on a Friday, you will need to choose the Saturday delivery option if you are needing a guaranteed next day delivery service on the weekend.
DHL does not deliver on weekends.
Can I track my order?
You'll receive an email to acknowledge receipt of your order and a shipping confirmation email with full tracking details. If you have an account with us your tracking details will also be available to view in your account section.
UK - You will receive email and text notifications when using the Royal Mail service to allow you to keep track of your order. You will also be given a 2-hour delivery window so you know when your parcel will be arriving.
International - You will receive email and text notifications from DHL to allow you to keep track of your order. You will also be given a delivery date notification of when your parcel will be arriving.
We recommend that you follow the tracking information in the shipping confirmation email so that you're at home to receive your parcel and it's not returned to us. Please note we cannot be held responsible for orders left in a safe place if instructed by yourself to our couriers. If you need to have your parcel left in a safe place neither London Brow Company Limited or our couriers will be responsible for loss or damage once the item has been left.
Who pays the custom charges and taxes on my order?
Some international orders may incur a custom or import duty charge. We understand how frustrating this can be, however, please note these charges are set by your own country, The London Brow Company does not have any control over these charges. Any international customs charges are based on your country’s regulations and compliances. For further information, please contact your local customs office.
All charges are to be paid by the customer on delivery of the order and will not be paid by The London Brow Company. Unfortunately, if you refuse to pay these charges your parcel may be abandoned or returned, and The London Brow Company will not be held responsible for any loss of funds because of this occurrence. Please note that we are unable to mark international orders as a gift to bypass or reduce any customs fees.
EU Deliveries - If using DHL shipping as your option customs and taxes are included in your shipping cost and do not need to be paid by the customer. You will not be charged anything more than the shipping you are quoted for and pay.
Covid, Non-Contact and Safe Place Delivery
If you are receiving parcels from your local delivery agent / post office on a non-contact delivery basis due to Covid please ensure you have arranged a secure, safe place for your parcels to be left. If you do not have a secure safe area for parcels to be left, please ensure your postal service is aware not to leave your parcel but to return it to your local depot so you can arrange safe collection of your order. The London Brow Company will not be held liable or responsible for any items that are lost or missing after they have been delivered to your chosen shipping address.
What happens if my parcel doesn’t arrive
If you experience your parcel going missing, please contact us and we will attempt to track down the parcel. Email email@example.com as soon as possible. Unfortunately, we cannot be responsible for lost or stolen parcels where the parcel has been registered as delivered, which includes notification of re-delivery or collection. If a parcel is returned to us, payment for a second delivery attempt may be charged. We are unable to deliver to PO Boxes.
What happens if my parcel arrives damaged?
If your products are faulty, broken or damaged in transit please return them to us within 14 days of receiving your order. We will need you to complete a returns form to start the returns process. Please note we cannot accept returns without a returns form being completed first.
How do I return my order?
It is important to us that your order reaches you in perfect condition. Should any of your items arrive not in the condition advertised, we will happily arrange a return or exchange for you. If you have received a damaged item or if the product does not meet your expectations for whatever reason, please start a returns process by completing a returns form within 14 days of receiving your order, clearly stating the problem with the order. Once the returns form has been received by us, we will examine the details and notify you of your eligibility for a refund or exchange, within a reasonable period. Our team will then give you details of how to return your order to complete the returns process.
We will not be able to accept returned items if it is determined that they have been used and in such circumstances no refund will be offered. Should you wish to return an item to us, for any reason, it is your responsibility to ensure the safe return of this by packaging the products adequately and using a reputable delivery service that insures you to the value of the goods and offers a recorded service. The cost of returning the item to us is your responsibility unless it has been received in damaged condition. Should this be the case, postage will be reimbursed upon return delivery of the goods to The London Brow Company Limited. Please be aware that a parcel can take up to 7 working days (30 working days for international deliveries) to be returned and processed.
*Please note, any items advertised and/or sold as ‘damaged’ are not eligible for exchange or refund.
*Items sold as end of line or sale items are not eligible for exchange or refund.
This returns policy does not affect your statutory rights.
Orders must be returned with a copy of either the original invoice or your completed returns form. If you return your items to us without the original invoice note it may be unable to allocate your products to your account and delay the or disable the returns process.
Our returns policy does not cover our Online Training Courses. Please view our Terms and Conditions for our training courses.
- All return items must be unused, unopened, and complete with original wrapping.
- We are not responsible for the return shipping costs of the items.
- Please make sure all return items are well packaged, so as not to be damaged in the post.
- Please make sure all return packages are sent with a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.
- Please make sure that the returns form has been approved - without approval it may result in your return not being processed.
I have a complaint
We work hard to maintain excellent customer service however we understand that sometimes things don't work out and you need to speak with us about this. Follow this link for our full complaints procedure so we can help you resolve any issues you may have.
Updated August 2023