Shipping and Returns Terms and Conditions Policy

Shipping and Returns Terms and Conditions

1. Shipping Policy

Order Processing:
Orders are typically processed within 1-3 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:

    • Service: Royal Mail Tracked 48
    • Delivery Time: 2-4 working days
    • Eligibility: Orders over £25

  • Royal Mail Tracked 24:

    • Delivery Time: 2-3 working days
    • Cost: £3.99

  • Saturday Delivery:

    • Service: Royal Mail Tracked 24
    • Cost: £4.99

Please note, shipping is free for UK orders over £25, except during sale events.

1.2 USA Shipping Options:

  • Free Economy Shipping:

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

  • Economy Shipping:

    • Carrier: Royal Mail / USPS
    • Delivery Time: 5-17 working days
    • Cost: £9.99

  • DHL Express Shipping:

    • Delivery Time: 3-4 working days

All services are fully tracked, and tracking details will be provided once your order has shipped. Please note that DHL shipping costs may vary depending on your location.

1.3 EU Shipping Options:

  • Method: DHL Express
    • Delivery Time: 3-4 working days
    • Cost: Customer is responsible for shipping, taxes, and duties.

1.4 Worldwide Shipping:

Shipping costs for worldwide orders are calculated at checkout and sent via DHL Express. In some cases, additional fees may apply for remote areas, and we will notify you if adjustments are required. You can then decide to pay the extra fees, change your shipping method, or cancel your order.

Please note, international shipping times are typically 3-5 working days, but delays may occur due to customs inspections. Customers are responsible for paying any applicable customs fees, duties, and taxes, which are not included in our shipping estimates.

1.5 Pre-Order Items:

For orders containing pre-order items, we will hold the entire order until all items are available for dispatch. If you need any items sooner, we recommend placing separate orders.

2. Returns Policy

We strive to ensure that you are completely satisfied with your order, but we understand that returns may occasionally be necessary. You can return items within 14 days of receiving your order by completing our online returns form [link].

2.1 Conditions for Returns:

  • Items must be returned in their original condition—unused, unopened, and in the original packaging.
  • All returns must be accompanied by a copy of your invoice or a completed returns form.
  • 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 your return has been approved, you will receive instructions on how to return the item(s). We will issue a refund or exchange the item(s) upon receipt of the returned goods.

For damaged items, return shipping costs will be reimbursed upon receiving the goods. Please use a trackable service and retain proof of postage.

2.3 Non-Returnable Items:

  • Items sold as ‘damaged’ or ‘end of line’ are not eligible for return, refund, or exchange.
  • Digital Downloadable products  are not eligible for return, refund, or exchange.
  • Items purchased during sale events are not eligible for return or refund.
  • Our Online Training Courses are non-refundable once purchased.

2.4 Return Process:

  1. Complete the returns form within 14 days of receiving your order, stating the reason for return.
  2. Upon approval, package the items securely and include a copy of your invoice or returns form.
  3. Send the items back using a trackable, insured delivery service. Return shipping costs are your responsibility unless the items arrived damaged or faulty.
  4. Once we receive and inspect the returned items, we will notify you of your refund or exchange eligibility.

Returns can take up to 7 working days to process (30 working days for international returns). We are not responsible for any items damaged or lost in transit.

2.5 Refunds:

Once your return is processed, we will issue a refund to your original payment method. Please allow 3-5 working days for the refund to appear in your account, depending on your bank’s processing times.

3. Order FAQs

3.1 When will my order arrive?
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, so orders placed after 1 pm on Fridays will be processed the following week.

3.2 Next Day Delivery:
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. DHL does not deliver on weekends.

3.3 Tracking Your Order:
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, DHL will send updates with expected delivery dates.

3.4 Customs and Import Charges:
For international orders, customs fees and import duties may apply. These charges are set by your country’s customs office and are the customer’s responsibility. The London Brow Company cannot cover these costs. Refusal to pay these charges may result in the parcel being abandoned or returned to us, in which case we are not liable for any associated losses.

4. Lost or Missing Parcels

If your parcel is lost or missing, please contact our support team for assistance. We will help you track your order, but we cannot be held responsible for parcels marked as delivered or left in a safe place at your instruction. In such cases, neither The London Brow Company nor our couriers are liable for any loss or damage.

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. We strive to resolve all concerns promptly and effectively.

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 and will be quoted separately.

This policy was last updated in January 2024.

Company Information:
The London Brow Company Limited
85 Great Portland Street, London, W1W 7LT
Registered Number: 12154458