🌿 London Brow Company – Shipping & Returns Policy

Welcome to Our Marketplace

Our Marketplace lets you shop for unique items sold by third-party vendors we’ve partnered with. These products aren’t stocked or shipped by us directly — we act as the curator, making it easy for you to browse and buy select goods from trusted sellers.

Here’s how it works, what to expect, and what to watch out for when buying via the Marketplace:

• Orders are fulfilled by the vendor: The London Brow Company will prepare and ship your order directly.

• Separate postage may apply: If you buy both our own items and Marketplace items, you may be charged two sets of shipping fees (ours and the vendor’s).

• Different delivery times: Marketplace items may have different processing and delivery times depending on the vendor.

• Multiple parcels: Orders that include both our products and Marketplace items may arrive separately.

• Returns and refunds: You should always contact us first. We’ll liaise with The London Brow Company, but their policy will apply.

📦 Shipping – The London Brow Company

Order Processing

• Orders are typically processed within 24 hours on working days, with most being processed, picked, and packed within minutes.

• Once your order is confirmed, changes or cancellations cannot be made. Please ensure your details are correct before finalising.

UK Shipping Options

• FREE Delivery: Royal Mail Tracked 24, next day delivery. Available for orders over £50 placed before 1pm Mon–Thurs.

• Royal Mail Tracked 24: £5.99, delivered in 1–2 working days.

• Royal Mail Tracked 48: £3.99, delivered in 2–4 working days.

• Saturday Delivery: £6.99, Royal Mail Tracked 24, orders placed before 1pm Friday.

Note: Free next day delivery is not available during sale events.

USA & Canada Shipping

• Royal Mail / USPS / Canada Post: £9.99, delivered in 5–15 working days.

• FREE Shipping: Available on orders over £120.

• Import Duties (USA only): All duties and tariffs are covered by The London Brow Company, so no extra fees on arrival.

If orders are returned due to incorrect addresses, refusal, or non-collection, any tariffs paid by the company on your behalf will be deducted from your refund, along with shipping costs.

EU Shipping

• DHL Express: £3–4 working days.

• Customer is responsible for shipping costs, duties, and taxes.

Worldwide Shipping

• Shipped via DHL Express.

• Costs calculated at checkout.

• Customers are responsible for duties and taxes (outside of the USA).

• Extra fees may apply for remote areas.

Pre-Orders

• Orders containing pre-order items are held until all products are available.

• To receive other items sooner, place a separate order.

Failed Deliveries / Incorrect Address

• If an order is returned due to incorrect or incomplete addresses, refusal, or non-collection, a refund will be issued once returned.

• Refunds will be minus shipping costs (including free shipping orders).

• For USA customers, any import tariffs covered by The London Brow Company will also be deducted.

🔄 Returns Policy – The London Brow Company

• Items can be returned within 14 days of receiving your order using the online returns process.

Conditions for Returns

• Items must be unused, unopened, and in original packaging.

• All returns must include a copy of your invoice or a returns form.

• Returns that do not meet these conditions may be rejected.

Damaged or Faulty Items

• Contact within 14 days of receipt.

• Use the returns process to get approval and instructions.

• Refunds or replacements will be issued after inspection.

• For faulty items, return shipping costs will be reimbursed once received.

Non-Returnable Items

• Products sold as “damaged” or “end of line”.

• Digital products and training courses.

• Items bought during sale events.

Return Process

1. Submit a returns form within 14 days.

2. Once approved, package items securely with invoice/returns form.

3. Use a trackable, insured shipping method. Customers cover return costs unless the item is faulty.

4. Returns can take up to 7 working days to process (30 days for international).

Refunds

• Refunds are issued to the original payment method after inspection.

• Allow 3–5 business days for funds to appear.

• Refunds will be minus shipping charges and, for USA customers, minus any import tariffs originally covered by The London Brow Company.

❓ Order FAQs

• Orders placed before 1pm GMT (Mon–Thurs) are usually dispatched same day.

• Orders after 1pm may ship the next working day.

• No weekend shipping.

• Tracked 24 Next Day must be placed before 1pm Mon–Thurs.

• For Friday orders, Saturday Delivery must be selected.

• Tracking details are emailed after dispatch.

• UK customers receive Royal Mail delivery notifications (including a 2-hour window).

• International customers receive email updates with expected delivery dates.

• Customs fees may apply internationally (outside the USA). Refusal to pay may result in parcels being abandoned or returned — The London Brow Company is not liable for such losses.

📦 Lost or Missing Parcels

• Contact support if your parcel is lost or missing.

• The company is not responsible for parcels marked as delivered or left in a safe place at your request.

🛠 Complaints and Support

If you are unhappy with your order or experience issues, please follow the complaints process to contact customer support.

✅ Summary

• Fast order processing (usually same day if before 1pm).

• Free UK next day delivery on orders over £50.

• Free shipping to USA/Canada on orders over £120 (no duties for USA).

• EU and Worldwide shipping via DHL Express (customer pays duties/taxes).

• Returns accepted within 14 days if unopened and unused.

• Refunds issued minus shipping and any tariffs covered on your behalf.

• Faulty/damaged items refunded in full, including return postage.