London Brow Shipping and Returns Policy

Shipping and Delivery 

USA Shipping Options:

• Free Economy Shipping:

  • Eligibility: Orders over £150.
  • Carrier: Royal Mail / USPS
  • Duration: 5-17 working days.
  • Cost: Free.

• Economy Shipping:

  • Carrier: Royal Mail / USPS
  • Duration: 5-17 working days.
  • Cost: £9.99.

• DHL Express Shipping:

  • Duration: 3-4 working days.

Tracking:

• Both shipping services are fully tracked.
• Tracking details will be emailed to you once your order is shipped.

Additional Costs:

• Variability: Shipping costs with DHL may vary depending on your location. Please refer to 'Worldwide Shipping' for full details.
• Responsibility: All shipping, taxes, and duties are to be paid by the customer.

EU Shipping:

• Method: Shipped via DHL Express.
• Delivery Time: Typically 3-4 working days.
• Tracking: This is a fully tracked express service.

Costs:

• Fees: All shipping, taxes, and duties are to be paid by the customer.

Applicability:

• Retail Customers: These shipping terms apply to retail purchases made through our online e-commerce store.
• Wholesale and Distributors: Shipping for these orders will be quoted separately.

Worldwide Shipping Explained

Worldwide shipping costs are calculated at checkout and sent via DHL Express. For orders that require shipping to international addresses, if the shipping cost exceeds the standard £19.99 fee listed on our website, we may provide a custom shipping quote at the time of order fulfilment. This adjustment is necessary for certain locations where DHL applies additional charges for remote areas. You will have the option to pay these additional charges, alter your shipping method, or cancel your order.

The shipping cost for your order may vary depending on its size, weight, and destination country. For trade orders, please refer to our Trade Site Terms and Conditions. International shipping estimates provided by The London Brow Company Limited do not cover any additional customs fees, taxes, or duties, which may vary based on the destination country's laws and current economic conditions. You are responsible for the timely and complete payment of these charges to secure delivery of your orders. If you do not pay these charges, or if you refuse delivery resulting in the return of the products to us, you will be responsible for the return shipping costs and any fees associated with resending your order. While we estimate that international deliveries will take 3-5 working days, this is subject to customs inspections and may take longer.

Returns Policy

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.

Order FAQ's

When will my order arrive?

We try to ensure that orders which are placed before 1pm 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 1pm 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 1pm 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?

Tracked 24 Next Day Delivery Orders need to be placed by 1pm to be sent with our tracked 24 service 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?

Yes, you can track your order. After placing your order, you will receive an email confirming its receipt and another email with full tracking details once it's shipped. If you have an account with us, you can also view your tracking information in the account section on our website.

For UK Orders:

• You will receive email and text notifications from Royal Mail, which include a 2-hour delivery window so you know exactly when to expect your parcel.

For International Orders:

• DHL will send you email and text notifications, along with a notification of the expected delivery date, to help you track your order.

We recommend following the tracking information provided in the shipping confirmation email to ensure you are available to receive your delivery. Please note that The London Brow Company cannot be held responsible for any orders left in a safe place if you instruct the courier to do so. If you choose to have your parcel left in a safe place, neither The London Brow Company Limited nor our couriers will be responsible for any loss or damage that occurs after the item has been left.

Who pays the custom charges and taxes on my order?

Custom or import duty charges may apply to some international orders. These charges are set by your own country and are outside the control of The London Brow Company. They are based on your country’s customs regulations and compliance requirements. For specific details, please contact your local customs office.

It is important to note that all customs and import duties must be paid by the customer upon delivery of the order. The London Brow Company does not cover these costs. If you refuse to pay these charges, your parcel may be abandoned or returned. In such cases, The London Brow Company will not be responsible for any loss of funds resulting from this occurrence. Additionally, we are unable to mark international orders as a gift to bypass or reduce any customs fees.

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 our support team 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.

Return Guidelines

• 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 January 2024