Shipping and Returns Policy
At The London Brow Company Limited we are focused on providing you with the best possible service.
If you have any questions our customer service team are available Monday – Friday 9am – 5.00pm
on (+44) 0800 334 5373 or through email on firstname.lastname@example.org
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. 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. If you place an order before 2pm GMT and we cannot dispatch it on the same day
for any reason, we will contact you to let you know. Please note that we do not dispatch orders or complete
deliveries at weekends, therefore if you place your order before 2pm on a Friday for next day delivery, it
cannot be guaranteed for Saturday delivery. Your item may then be delivered to you on the Monday.
If no one is available at your address to take delivery and your order cannot be posted through your letterbox,
our delivery agent will leave you a note informing you of how to rearrange delivery or collect the products from a
We are not responsible for delays outside our control. Delivery will be undertaken by independent
shipping companies. Goods which have left our premises are under the control of the independent shipping company.
We may assist with tracking orders but you must be aware there may be delays due to weather, transportation issues
and any other force or events and The London Brow Company Limited will not accept any liability in these instances.
Guaranteed Next Day Delivery Orders - orders need to be placed by 2pm to be sent guaranteed next day delivery within
the United Kingdom. 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.
Covid and Non Contact 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 a 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 are 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.
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 contact our Customer Services
department within 14 days of receiving your order, clearly stating the problem with the order. Once the item has
been returned to us, we will examine the product and notify you of your eligibility for a refund or exchange, within
a reasonable period of time. 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 the original invoice – if you return your items to us without the original invoice
note it may delay the returns process.
For orders with an international shipping address, a bespoke shipping quote may be provided when placing your order if shipping quotes are in excess of the £19.99 charged on our website.
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.
Should you wish to amend or cancel your order, we will do all that we can to assist you – we simply ask you to
contact us as soon as possible after placing your order. In order for us to rapidly process your request, it would
be helpful if you had the following information to hand:Customer name Order number Date of order Value of
order Payment method. Orders are normally processed swiftly as we try and ensure all orders are sent out within 24 hours of receipt, so we may have already packaged your order and
made arrangements for it to be sent to you so in these circumstances, it may not be possible to amend or cancel your order at that point. If this is the case we will advise you on how to return your order for a refund or exchange.
Sales, Discounts and Promotions
Discounts are only valid for the time stipulated on our adverts
Discount applies to London Brow Company products only
We will not be able to offer refunds/store credit if you have not entered the code, so ensure you have entered the discount code correctly and it has come off your total order before you pay
There are no refunds or exchanges on sale items purchased in our sales, discounts, end of lines or promotions
Selected Training Courses are not included in our promotions
Guaranteed Next Day delivery is not an option during Bank Holiday sales and Black Friday sales
Order processing times may be extended due to the increased order volumes on Bank Holiday sales and during Friday, Saturday and Sunday immediately after black friday. Processing times may be extended to 2 - 3 days before orders are shipped.
Discount codes cannot be used in conjunction with any other discount/ retail discounts.
Discount codes cannot be used with Trade discounts
Discount codes are only valid on www.londonbrowcompany.com
Discount codes are not available on promotional products / kits
Discount codes are not available on non london brow branded products
Promotions and Trainer Discounts
Free delivery promotions and discounts exclude international delivery addresses and refers to UK Standard delivery
only (Recorded Signed For 3-5 working days). Not applicable to UK areas which incur extra delivery charges
(such as the Isle of Man and Scottish Highlands, this is a non-exhaustive list), instead a reduced delivery charge
will be applied to these orders during such offers. Minimum order quantities may be applicable. Delivery times
cannot be guaranteed. Some larger items may be exempt from all free delivery offers.
Training Courses Terms and Conditions
All courses purchased through The London Brow Company are run by our training company LB Training Academy.
Online Courses cannot be cancelled or refunded if course material has been accessed. All online courses provide London Brow Company and LB Training Academy information of course material accessed by the student as well as the time spent on each module to show our trainers course progress. Once online courses have been purchased and the information in the manuals/modules accessed you will not be refunded as you will have used this service.
Name changes/Certificate Loss
Correct personal information should be given for certification purposes. Any alterations due to mistakes on certificates or any loss of certificates requiring a renewal will be charged at £15.
Lost manuals are charged at £25.
Course Notes and Training
LB Training Academy manuals and course content cannot be relied upon for legal interpretation. Neither The London Brow Company, LB Training Academy nor its employees, trainers or consultants can accept responsibility for the actions of therapists, or those of other people reading the course notes, or responsibility for any loss incurred as a result of relying on the course content or the course notes.
As part of your learning some of our courses will require home study and/or case studies. This is to be done as requested in the format provided in your training manual. Case studies will need to be completed within 6 months from the date of your course. We cannot extend time for your case studies so please ensure when booking your course date you will be able to complete the necessary work required within 6 months from your training. If satisfactory case studies are not submitted we will be unable to pass you on your course. Refunds will not be given for courses that have expired without the necessary case studies having been submitted.
Online Training Access
Online courses will be accessible for 6 months from the date of payment. Once your online course has expired you will not be able to gain access to our online portal, course content or material. If you have not submitted your case studies within this time you will not be able to gain certification. Please ensure when enrolling on your course that you have the time to complete all modules and case studies in the time scale required.
Agreement to our Terms and Conditions
By booking your course and paying your course deposit or course fees in full you agree to our terms and conditions as listed here on our website and as listed on our terms and conditions.