Shipping policy
Effective 17 September 2026 · Last updated 17 September 2026
Summary of key terms
1. Shipping basis. The basis for your destination is stated at checkout: DAP (international default), DDP where expressly stated, or domestic.
2. Import charges. Under DAP, you are the importer of record and pay all duties, import VAT and customs fees. They are not included in the price at checkout.
3. Timing. Orders are processed in 1–2 business days. Delivery estimates by destination are in Section 3 — they are estimates only and are not guaranteed.
4. Risk. Risk of loss passes when the goods are handed to the carrier, except where the law of your country requires otherwise.
5. We do not ship to the United Kingdom.
1. Where we ship
We ship to the destinations shown at checkout. Where applicable, orders are shipped from our local warehouse or from our global warehouse, and the shipping basis stated at checkout tells you which applies to your destination. If a destination is not offered at checkout, we do not ship there, and any order placed for such a destination will be cancelled and refunded. We do not offer, sell or ship to customers in the United Kingdom.
We do not ship to any country, region, entity or person subject to sanctions administered by the U.S. Office of Foreign Assets Control, U.S. export controls or comparable EU restrictions, and we may cancel and refund any order flagged by our screening without explanation and without liability.
2. Processing
Orders are processed within 1–2 business days of payment clearing and of our fraud and address-verification checks completing. Orders placed on weekends, public holidays or during promotional periods may take longer. Orders flagged for review may be delayed or cancelled.
Processing time is the time taken to prepare and hand your order to the carrier. It is separate from, and additional to, the transit estimates in Section 3.
3. Delivery estimates
The table below shows the estimated transit range we publish for each destination on our standard service. Transit time begins when the carrier collects your order and is additional to the processing time in Section 2.
| Destination | Estimated range (business days) |
|---|---|
| Australia | 5 – 12 |
| Austria | 6 – 10 |
| Belgium | 6 – 10 |
| Bulgaria | 6 – 10 |
| Canada | 6 – 12 |
| Czech Republic | 6 – 10 |
| Denmark | 6 – 10 |
| Finland | 6 – 10 |
| France | 5 – 8 |
| Germany | 6 – 10 |
| Greece | 6 – 10 |
| Hungary | 6 – 10 |
| Ireland | 6 – 10 |
| Italy | 6 – 10 |
| Japan | 4 – 12 |
| Netherlands | 6 – 10 |
| New Zealand | 5 – 12 |
| Norway | 6 – 10 |
| Poland | 6 – 10 |
| Portugal | 6 – 10 |
| Singapore | 4 – 12 |
| Spain | 6 – 10 |
| Sweden | 6 – 10 |
| Switzerland | 6 – 10 |
| United States | 6 – 10 |
| Other destinations | 7 – 20 |
Published ranges are provided for guidance only. They include an allowance for normal variation but do not include time held in customs, which cannot be predicted.
These figures are estimates only. They are not guaranteed, do not form part of the contract, and may change without notice. Transit times vary by destination, carrier, route, season and customs clearance.
We are not liable for any loss, cost, disappointment or damage arising from the time taken to deliver, including missed birthdays, holidays, events or deadlines. Delays commonly arise from customs inspection, carrier backlogs, weather, strikes, public holidays, peak periods and incorrect address details, all outside our reasonable control.
Where required by applicable law, if we are unable to dispatch within 30 days (or any shorter period we stated), we will notify you and offer the option to cancel for a full refund.
4. Shipping charges
Shipping charges are calculated and shown at checkout before you pay. Shipping charges are not refundable, except where a statutory right of withdrawal applies, in which case we refund the cost of our least expensive standard delivery option only. Where free shipping is offered, its value is deducted from any refund if the order is returned and the remaining order value falls below the free-shipping threshold.
5. Shipping basis — DAP, DDP and domestic
5.1 The basis is stated at checkout. One of the following applies to your destination, and that statement forms part of your contract: (a) International — DAP (Delivered at Place, Incoterms® 2020), the default for international orders; (b) International — DDP (Delivered Duty Paid, Incoterms® 2020), only where expressly stated; or (c) Domestic shipping, where no customs frontier is crossed. If nothing is stated for an international destination, DAP applies.
5.2 DAP — you are the importer of record. You are the importer of record, or you appoint the carrier, customs broker or postal operator as your agent to clear the goods and advance charges on your behalf.
5.3 What is not included in the price. The checkout total does not include customs or import duty; import VAT, GST or equivalent; excise, environmental, anti-dumping, countervailing or safeguard duties; clearance, brokerage, disbursement or advancement fees; postal or courier administrative fees; storage, quarantine or examination charges; or any other local levy (together, "Import Charges") — except any tax we are legally required to collect at checkout, which is shown separately there. Import Charges are payable by you in addition to the amount you paid us, and are normally collected by the carrier before or at delivery.
5.4 We cannot quote them. Import Charges vary by country, product, value and origin and change without notice. We do not quote, estimate, absorb, advance, reimburse or refund Import Charges. Duty-free and low-value import thresholds have been withdrawn or reduced in many markets, including the United States and the European Union. You should assume that duties and import taxes will apply and budget for them before ordering.
5.5 DDP. Where DDP is stated, we pay the import duties and taxes shown at checkout and no further Import Charges are payable at delivery for those items. Charges outside that scope — storage, redelivery, remote-area surcharges and charges arising from an incorrect address — remain payable by you. Duties and taxes we prepaid are not refundable on a return, except where a statutory right requires it.
5.6 Domestic orders. No customs entry arises and no Import Charges are payable. Sales tax or VAT is charged at checkout where we are required to collect it.
5.7 Checking before you order. Import rules, restricted-goods lists, certification, labelling and licensing requirements differ by country. You are responsible for satisfying yourself that the items you order may lawfully be imported into and used in your country for your personal use.
5.8 Customs data. You authorise us and our carriers to provide customs authorities, brokers and postal operators with your name, address, contact details, any required tax or identification number, the order value, the product description and its tariff classification.
6. Customs delays, seizure and refused parcels
We are not liable for customs delay, inspection, refusal of entry, seizure, confiscation, quarantine, forfeiture or destruction of a shipment, or for any fine or penalty imposed on you as importer.
Where a shipment is delayed, seized, destroyed or returned because Import Charges were not paid, because of information you supplied, or because of the legal status of the goods in your country, no refund, replacement or credit is due.
If you refuse delivery, fail to pay Import Charges, fail to collect within the carrier's holding period, or provide an address at which delivery cannot be completed, the parcel may be returned to origin, held, abandoned or destroyed. Outbound shipping, return shipping, Import Charges, brokerage, storage, handling and destruction costs actually incurred will be deducted from any refund, and where those costs exceed the amount you paid, no refund is due. Refusing delivery in order to avoid Import Charges is a breach of our Terms of Service and is not a valid cancellation, return or withdrawal.
7. Address accuracy
You are responsible for providing a complete and accurate delivery address, including recipient name, unit or apartment number, postal code, a reachable phone number and email, and any tax or identification number required for customs clearance.
We have no liability for loss, delay, misdelivery, seizure, storage charges, return costs or destruction resulting from an address or contact detail that was incorrect, incomplete or out of date. Address changes can only be attempted before dispatch and cannot be guaranteed. Once an order is dispatched the address cannot be changed, and any redirection you arrange with the carrier is at your own risk and cost.
8. Title and risk of loss
Title and risk of loss pass to you when the goods are handed to the first carrier, and the goods travel at your risk from that point.
Exception — consumers in the EU and EEA: risk passes when you, or a third party you nominate other than the carrier, take physical possession of the goods.
Carrier nominated by you: if you nominate a carrier, courier account or freight forwarder that we do not offer at checkout, title and risk pass on handover to that carrier in all cases, and all claims lie against that carrier alone.
9. Split shipments
We may dispatch an order in more than one parcel, from more than one location, and on more than one date, at no additional shipping cost to you. Each parcel may clear customs separately and each may attract Import Charges separately.
10. Tracking
A tracking number is provided by email once a parcel is dispatched. Tracking information is generated and maintained by the carrier, not by us. We do not warrant the accuracy, completeness or timeliness of tracking data, and scan gaps of several days are normal on international routes, particularly during customs clearance.
11. Lost, stolen and damaged parcels
Report a parcel marked delivered but not received, or visible transit damage, within 14 days of the delivery scan, with photographs of the item, the outer packaging and the shipping label where relevant. Retain all packaging until the claim is closed.
We are under no obligation to replace or refund a parcel that the carrier's records show as delivered, or a parcel lost after a delivery instruction you gave — including leave-safe, safe place, parcel locker, concierge, reception or neighbour delivery. Shipments to freight forwarders, parcel- or mail-forwarding services, reshippers, hotels, worksites, PO boxes or third-party addresses travel entirely at your risk and are excluded from all replacement, refund and return rights.
Where optional shipping protection is offered at checkout, purchasing it is your choice. If you decline it, you assume the risk of loss, theft and damage in transit to the maximum extent permitted by law.
Where a claim is validated and no exclusion applies, we will, at our sole option, replace the item or refund the price paid for it. That is your sole and exclusive remedy.
12. Restricted items and disposal
Some cosmetic products — in particular alcohol-based sprays and serums, pressurised containers and other flammable liquids — are classed as restricted goods for transport and may be unavailable to some destinations, by some services or by air. Where restrictions prevent shipment, we will cancel the affected items and refund them. You are responsible for the lawful use, storage and disposal of goods and packaging under the rules of your country.
13. Force majeure
We are not liable for any failure or delay in dispatch or delivery caused by circumstances beyond our reasonable control, including natural disaster, fire, flood, epidemic, war, terrorism, civil unrest, government or customs action, sanctions, tariff or legal change, strikes and labour disputes, carrier or supplier failure, stock shortage, utility, payment-processor or hosting failure, and cyberattack.
14. Changes
We may update this policy at any time by posting a revised version with a new date. The version in force when your order is placed applies to that order.