FAQ Shipping & Returns Information
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.
We take pride in our products and how we pack your order however we do know that some times items get damaged in transit or you need to return your order for some reason.
If you do wish to return an item please email firstname.lastname@example.org within 14 days of receiving your order. 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.
All our orders are shipped within 24 hours Monday to Friday
We have a no questions asked 14 Days return policy for a full refund
Friendly phone support without any wait times 0800 334 5373
Where do you deliver?
UK orders have three options available:
- FREE Delivery Royal Mail 48 (2 - 3 working days)
- Royal Mail 24 (1-2 working days) is £3.99
- Royal Mail Guaranteed Next Day £7.99
- DHL Next Day Courier Service (Monday to Thursday) £9.99
UK includes the Isle of Man, Guernsey and Jersey.
For the US, shipping is £19.99 with DHL Express and usually takes 3 - 4 working days . This is a fully tracked express service. Shipping is FREE for US orders over £120.
For the EU, shipping is calculated per area and is sent with 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.
We ship 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 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.
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. 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.
What time do I need to place my order by 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. 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 do 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.
UK - You will received email and text notifications when using the Royal Mail serivce 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 received 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.
Who pays the customs 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 as a result 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 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.
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 recieved faulty, broken or damaged in transit please email firstname.lastname@example.org within 14 days of receiving your order. We will need your order number, details of the issue and photos of the products you received as well as the packaging it arrived in.
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 itemor if the product does not meet your expectations for whatever reason, please contact our Customer Services by email email@example.com within 14 days of receiving your order, clearly stating the problem with the order. Once the item hasbeen 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. Our team will then give you details of how to return your order.
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 the original invoice – if you return your items to us without the original invoice note it may delay 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.
+ 44 (0) 800 3345373
London, United Kingdom