Shipping Policy

Shipping policy

Delivery

The total cost of your order will be displayed before you pay. The postage and packaging costs are calculated automatically and will be shown on your order.

Our postage costs are weight driven to ensure the amount charged is as fair as possible, in accordance with Royal Mail guidelines.

We aim to dispatch your order within 2-3 working days of receipt of your order (with the exception of express delivery, UK only). This may vary according to events out of our control and during busy periods.

UK

  • UK orders over £35.00 (ex shipping) now qualify for FREE delivery using the Royal Mail Tracked service detailed below.
  • UK orders under £35.00 (ex shipping) you can choose from our range of delivery services shown at checkout.
  • Our standard delivery service for orders over £35 uses Royal Mail Tracked 48, ensuring a high level of service for our customers with a delivery aim of 2 working days from dispatch. You should receive tracking information for your order via e-mail / text.

We aim for orders to be delivered in 3 - 5 working days from when your order is placed, using this option. We endeavour to ship orders as quickly as possible. We do not guarantee your order will be shipped in this timeframe.

Express Delivery aims to ensure delivery of your order in 2-3 business days for orders placed before 12 noon. This service will use a tracked DPD courier service or Royal Mail 24 service if chosen.

Europe

EU countries

We are now shipping to selected EU countries again using our European delivery partner, SAMOS.

Seamless EU delivery: for eligible orders, VAT, duties and taxes are collected at checkout so there should be nothing to pay at the door.

  • Orders under €150: shipped using an IOSS service (VAT collected at checkout).
  • Orders over €150: shipped using a PDDP / DDP service for parcels up to 5kg, with duties and taxes handled at checkout, so there should be no additional customs charges to pay on delivery.

How EU delivery works

  • Your order is dispatched from the UK to a UK hub.
  • It is then routed to a hub in the Netherlands.
  • Final delivery is made with DHL to your door in Europe (and to collection points where available).
  • Tracking is provided via e-mail.

Available delivery options, costs, weight limits, and estimated delivery times are shown at checkout.

EEA countries, non EU countries

All orders are shipped with the Royal Mail International Tracked service (full tracking is only available in certain countries) with delivery confirmation. Tracking is provided via e-mail.

This service has a delivery target time of 3-7 working days (from when your order is dispatched), but can be subject to delays eg customs, local postal services.

All orders will be subject to local taxes, duties and handling charges at point of delivery in accordance with your customs regulations.

Examples of taxes and duties (guidance only - please check your local rules)

  • Norway: goods may be subject to Norwegian VAT and carrier handling/clearance fees. Where VAT is collected at checkout under the VOEC scheme for goods valued below NOK 3,000 per item, customers generally should not be asked to pay VAT again at the border. See Skatteetaten (VOEC) and Norwegian Customs.
  • Switzerland: import VAT and any applicable customs/handling fees may apply. Swiss Post notes that if total import charges are less than CHF 5, they are not collected (for example, around CHF 63 at the standard VAT rate of 8.1%, or around CHF 194 at the reduced rate of 2.6%). See Swiss Post (imports, customs & VAT).

United States

We now ship US orders (up to 2kgs) using Royal Mail’s Postal Delivered Duties Paid (PDDP) service. This means duties and taxes are handled upfront during shipping checkout, helping your parcel arrive without surprise customs payment requests at delivery.

Delivery costs are calculated at checkout and are weight driven in order to be as fair as possible.

This tracked service has a delivery target time of 7 -10 working days for the United States. Please note delays can occasionally occur due to the customs inspection process / clearance which is outside of our control.

Please note for orders over 2kgs and up to 5kgs to the USA we are using our using our US & Canada delivery partner, SAMOS.

Rest of the World

Orders are shipped with the Royal Mail International Tracked service with full order tracking available via e-mail (limited in some countries) and delivery confirmation.

Delivery costs are calculated at checkout and are weight driven in order to be as fair as possible.

This service has a delivery target time of 7-14 business days for the Rest of the World (from when your order is dispatched), but can be subject to delays eg customs, local postal services.

Express international delivery can also be selected at checkout. This is a fully tracked service provided by UPS.

If you live outside the UK, your country inspects goods upon arrival. Sometimes they apply duties and taxes and a small clearance / handling fee. This depends on each countries customs policy, any trade agreements, and courier / mail companies handling fees (if applicable). Please note these charges are not included in our product or shipping costs.

Examples of duties (guidance only - please check your local rules)

  • Canada - orders below $20 are not subject to duties and tax, orders above $20 are subject to duties and tax
  • Australia - orders below $1000 are not subject to duties and tax
  • New Zealand - orders below $1000 are not subject to duties and tax

Product Availability

Please note, as products are handmade we do not carry large quantities of stock, but we will always ensure your order reaches you as soon as possible. If there is a problem with fulfilling your order we will contact you as soon as possible.

Should you require urgent delivery for a certain date, please contact us as we will always try to help.

Please note that delivery times will take longer over holiday periods such as Christmas and Bank Holidays.

We cannot guarantee delivery times for orders, including overseas packages, as these can be subject to delays caused by third parties, for example, customs or events outside of our control.

We use recycled or recyclable packaging and therefore we ask you to please dispose of any packaging appropriately.

Undelivered Items

Please use the tracking reference provided on your shipping confirmation to track the progress of your order.

If you have not received your order within the given timeframes above, please contact us as soon as possible or within 3 days of the estimated delivery date so we can raise an investigation with our shipping provider.

Please note we cannot assist with delivery issues if you do not contact us concerning your order within 30 days of the estimated delivery date. Any queries raised after this timeframe cannot be investigated.

Any items which Royal Mail cannot deliver are sent back to us by Royal Mail. Reasons for non- delivery may be incorrect or incomplete address provided at checkout or the item was not collected by the purchaser. Royal Mail charge us for the return and we reserve the right to pass this charge onto you and you will need to pay the cost of re-shipment.

Orders/ Items Missing or Not Received

When you receive your order, please check carefully that all the items ordered are present and notify us within 3 working days of delivery if anything is missing or of any other issue so we can investigate and rectify the issue.

Ownership of Goods

The goods remain the property of Conscious Skincare until paid for in full.