DELIVERY AND RETURNS

Our customer services team are focused on providing you with the best possible service. If you have any questions they are available Monday – Friday 8.30am – 5pm on 0113 2247 999  or via [email protected]

Delivery

 

Due to the ongoing Royal Mail strikes, standard delivery times may be extended during these periods. We’re sorry for any delays you experience with your order, unfortunately, any delays caused by the Royal Mail strikes are beyond our control, so our advice is to get your orders in as early as possible!
Thank you for understanding and we want to assure you that we are looking into alternative UK shipping providers as a result of this ongoing action and will update you further on this in due course.

We try to ensure that orders which are placed before 2pm Monday to Thursday will be dispatched to you on the same day, using the delivery method chosen by you when you placed your order, although this cannot always be guaranteed. Orders which are placed after 2pm may be dispatched to you on the same day, or on the following day, depending on the number of orders we have received on that day. If you place an order before 2pm and we cannot dispatch it on the same day for any reason, we will contact you to let you know. Please note that we do not dispatch orders or complete deliveries at weekends, therefore if you place your order before 2pm on a Friday for next day delivery, it will not be delivered to you until Monday.

If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our delivery agent will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

We are not responsible for delays outside our control. Delivery will be undertaken by independent shipping companies. Goods which have left our premises are under the control of the independent shipping company. We may assist with tracking orders but you must be aware there may be delays due to weather, transportation issues and any other force majeure events and High Definition Brows Limited will not accept any liability in these instances.

Delivery Costs (consumer)

  • Standard UK shipping (3-5 working days) on orders under £25 inc VAT
  • Standard UK shipping (3-5 working days) on orders over £25: FREE
  • Express UK shipping (up to 48 hours ): £4.90 inc VAT

For orders with an international* shipping address, a bespoke shipping quote will be provided when placing your order. Your shipping quote may vary according to the size and weight of your order, as well as the country of delivery. *Please note, we can only process international delivery for consumer products with a delivery address in the ROI, USA, and Australia. For trade orders please see our Pro Site T&Cs. International shipping quotes provided by High Definition Brows Limited do not include any additional customs costs, taxes, or duties – charges may vary according to the country of delivery, its applicable legislation, and general inflation. It is your responsibility to make prompt and full payment of these charges to receive delivery of your orders. If you fail to make payment of such charges, resulting in the products being returned to sender, you must pay any additional costs for re-delivery before your order will be re-sent to you. International deliveries are estimated to take between 3-5 working days, subject to custom checks, though this cannot be guaranteed and may be considerably longer.

Delivery Costs (pro)

  • Standard UK shipping (3-5 working days) on orders under £70 exc VAT: £5.40 Inc VAT
  • Standard UK shipping (3-5 working days) on orders £70 exc VAT: FREE
  • Express UK shipping (Up to 48 hours ) on orders under £200 exc VAT: £8.40 Inc VAT
  • Express UK shipping (Up to 48 hours ) on orders over £200 exc VAT: FREE

Returns

It is important to us that your order reaches you in perfect condition. Should any of your items arrive not in the condition advertised, we will happily arrange a return or exchange for you. If you have received a damaged item or if the product does not meet your expectations for whatever reason, please contact our Customer Services department within 14 days of receiving your order, clearly stating the problem with the order. Once the item has been returned to us, we will examine the product and notify you of your eligibility for a refund or exchange, within a reasonable period of time. We will not be able to accept returned items if it is determined that they have been used and in such circumstances no refund will be offered.

Should you wish to return an item to us, for any reason, it is your responsibility to ensure the safe return of this by packaging the products adequately and using a reputable delivery service that insures you to the value of the goods and offers a recorded service. The cost of returning the item to us is your responsibility unless it has been received in damaged condition. Should this be the case, postage will be reimbursed upon return delivery of the goods to High Definition Brows Limited. Please be aware that a parcel can take up to 7 working days (30 working days for international deliveries) to be returned and processed. *Please note, any items advertised and/or sold as ‘damaged’ are not eligible for exchange or refund. This returns policy does not affect your statutory rights.

Orders must be returned with the original dispatch note – if you return your items to us without the original dispatch note it may delay the returns process.

International Delivery

For orders with an international* shipping address, a bespoke shipping quote will be provided when placing your order. Your shipping quote may vary according to the size and weight of your order, as well as the country of delivery. *Please note, we can only process international delivery for consumer products with a delivery address in the ROI, USA, and Australia. For trade orders please see our Pro Site T&Cs. International shipping quotes provided by High Definition Brows Limited do not include any additional customs costs, taxes, or duties – charges may vary according to the country of delivery, its applicable legislation, and general inflation. It is your responsibility to make prompt and full payment of these charges to receive delivery of your orders. If you fail to make payment of such charges, resulting in the products being returned to sender, you must pay any additional costs for re-delivery before your order will be re-sent to you. International deliveries are estimated to take between 3-5 working days, subject to custom checks, though this cannot be guaranteed and may be considerably longer.

Cancelling Orders

Should you wish to amend or cancel your order, we will do all that we can to assist you – we simply ask you to contact us as soon as possible after placing your order. In order for us to rapidly process your request, it would be helpful if you had the following information to hand:

Customer name

Order number

Date of order

Value of order

Payment method

Orders are normally processed swiftly, so we may have already packaged your order and made arrangements for it to be sent to you so in these circumstances, it may not be possible to amend or cancel your order at that point.

Promotions and Master Discounts

Free delivery promotions and discounts exclude international delivery addresses and refers to UK Standard delivery only (Recorded Signed For 3-5 working days). Not applicable to UK areas which incur extra delivery charges (such as the Isle of Man and Scottish Highlands, this is a non-exhaustive list), instead a reduced delivery charge will be applied to these orders during such offers. Minimum order quantities may be applicable. Delivery times cannot be guaranteed. Furniture, Workstations and Brow Retail Units are exempt from all free delivery offers.