Delivery
Shipping Policy
How orders reach you, and where our delivery pricing stands right now.
UK delivery is free right now, and every parcel is tracked
Checkout is live on this site (see any product page): no delivery charge is added, and that's the case for every order until we publish a priced rate card. If you'd rather order through our TikTok Shop, the delivery options, prices and estimated dates you see there are the ones that apply to that order, shown before you pay.
If we set up priced courier rates later, they'll be published here before they apply to a single order. The shop page is where you buy in the meantime.
What we do control
We pack and hand over orders ourselves. Anything placed before 2pm on a working day normally goes out the same day. After that, or at a weekend or bank holiday, it goes the next working day. If something is going to take longer than that, we'll email you rather than let you wonder.
Every parcel goes tracked. You'll get the tracking number from the channel you ordered through as soon as it's dispatched.
The legal backstop
Whatever a courier estimate says, the Consumer Rights Act 2015 requires us to deliver without undue delay and in any event within 30 days of the order, unless you've agreed otherwise with us. Miss that and you can set a new deadline; miss that too and you can treat the contract as at an end and get your money back.
Until the parcel is in your hands, or in the hands of someone you've named to receive it, it's our problem. A parcel lost in transit is something for us to chase and refund or replace, never something for you to take up with the courier yourself.
Where we deliver
England, Scotland and Wales
All mainland addresses. This is where nearly everything goes.
Northern Ireland, the Highlands and Islands
We deliver to all of them. Carriers often price these differently and take a day or two longer, and whatever applies will be shown to you at checkout before you pay.
Outside the UK
Not yet. Cosmetics carry their own import rules per market and we're not going to guess at them. If that changes it'll be announced properly.
Packaging
Glass bottles get wrapped and boxed rather than posted in a padded envelope and hoped for. Hygiene seals stay intact: we don't open retail units, which matters both for your cancellation rights and for the product's safety file.
We reuse clean outer boxes where they're fit to reuse, so your parcel may arrive in a box with somebody else's label crossed out. That's deliberate. We're not going to dress it up as an environmental programme, because it isn't one.
When something goes wrong
It hasn't arrived
Give the tracking a day past its estimate, then tell us. We chase the courier, and if it's genuinely lost you get a replacement or a refund. You don't have to deal with the courier yourself.
It arrived damaged
Photograph the box and the contents before you unpack any further, then email us. Damage in transit is covered by your faulty goods rights, and we pay the return postage.
It's the wrong thing
Our mistake, our cost. We send the right item and cover getting the wrong one back to us.
Tracking says delivered and it isn't
Check with neighbours and any safe place first, because that solves most of them. If it doesn't turn up, tell us and we'll open an investigation with the carrier. A courier scan is not proof you received it.