London Brow Shipping and Returns Policy
Shipping and Returns Terms and Conditions
1. Shipping Policy
Order Processing: Orders are typically processed within 24 hours on working days, with most orders being processed, picked, and packed within 5 minutes of order placement. Once your order is confirmed, we are unable to make changes or cancellations. Please ensure your delivery address and order details are correct before finalising your purchase.
Shipping Partners: We work with trusted shipping partners, such as Royal Mail and DHL, to ensure fast and reliable delivery for our customers. Once your order is dispatched, you will receive a tracking number via email to monitor your shipment.
1.1 UK Shipping Options
FREE Delivery
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Service: Royal Mail Tracked 24
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Delivery Time: Next Day Delivery
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Eligibility: Orders over £50 & placed before 1pm Mon–Thurs
Royal Mail Tracked 24 -
Delivery Time: 1–2 working days
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Cost: £5.99
Royal Mail Tracked 48 -
Delivery Time: 2–4 working days
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Cost: £3.99
Saturday Delivery -
Service: Royal Mail Tracked 24
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Cost: £6.99
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Orders placed before 1pm on Friday
Please note: Next Day Delivery is free for UK orders over £50, except during sale events.
1.2 USA and Canada Shipping Options
International Shipping
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Carrier: Royal Mail / USPS / Canada Post
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Delivery Time: 5–15 working days
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Cost: £9.99
Free Shipping -
Eligibility: Orders over £120
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Carrier: Royal Mail / USPS / Canada Post
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Delivery Time: 5–15 working days
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Cost: Free
Import Duties & Tariffs (USA Customers): To make things easier, The London Brow Company now covers all import duties and tariffs on orders sent to the USA. This means there are no unexpected fees for you to pay when your parcel arrives.
If an order is returned to us due to customer error (e.g., incorrect address, refusal, or non-collection), or if you choose to return an order due to a change of mind, any tariff costs we have covered on your behalf will be deducted from your refund, along with the original shipping charges (including orders that qualified for free shipping).
1.3 EU Shipping Options
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Method: DHL Express
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Delivery Time: 3–4 working days
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Cost: Customer is responsible for shipping, taxes, and duties.
1.4 Worldwide Shipping
Shipping costs are calculated at checkout and shipped via DHL Express. Additional fees may apply for remote areas. Customers are responsible for all customs fees, duties, and taxes outside the USA.
1.5 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.
1.6 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. For US customers, any import tariffs covered by us will also be deducted.
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’ll receive instructions on how to return the item(s). Refunds or replacements will be issued upon receipt of the returned goods. For damaged/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/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 7 working days to process (30 working days for international returns). 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 3–5 working days for the refund to appear in your account.
If an order is returned to us due to customer error (e.g., incorrect address, refusal, or non-collection), any original shipping costs will be deducted from the refund, even if the order qualified for free shipping.
For US customers, any import tariffs covered by us will also be deducted.
3. Order FAQs
Orders placed before 1 pm GMT Monday–Thursday are typically dispatched the same day, though this is not always guaranteed.
Orders placed after 1 pm may be dispatched the following day.
We do not ship on weekends.
Orders for Tracked 24 Next Day Delivery must be placed by 1 pm Monday–Thursday.
For orders placed on Friday, select the Saturday Delivery option if needed for weekend delivery.
You will receive an email with tracking details once your order ships.
For UK orders, Royal Mail will provide email and text notifications, including a 2-hour delivery window.
For international orders we will send updates with expected delivery dates.
For international orders, customs fees and import duties may apply (outside the USA).
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.
6. Additional Information
These terms apply to retail purchases made through our online store. For wholesale and distributor orders, shipping and return policies may vary.
Last updated: August 2025
The London Brow Company Limited
85 Great Portland Street, London, W1W 7LT
Registered Number: 12154458