Delivery, Shipping & Order Policy

Processing Time

The time required to prepare your order for dispatch varies depending on the product. Please refer to the individual product page for the most accurate and up-to-date lead time.

Personalised, bespoke, and made-to-order items may take up to 14 days to be produced before dispatch. By placing an order, you acknowledge and accept the lead time stated on the relevant product page at the time of purchase.

If, in rare circumstances, there is a change to your estimated dispatch date, you will be notified via email with an updated timeframe.

Delivery

Delivery times provided at checkout are estimates only and are not guaranteed.

Once an order has been dispatched, the physical delivery of your order is carried out by the courier, who is responsible for transporting the parcel to the delivery address provided at checkout.

Split Delivery

We do not offer split shipping as standard. All items within an order will be dispatched together once the full order is ready.

If you require items to be dispatched separately as they become available, please contact us before placing your order to discuss available options.

Incorrect Shipping Address

Please ensure your delivery address is entered correctly at checkout.

We cannot be held responsible for orders delivered to an incorrect or incomplete address provided by the customer. Once an order has been dispatched, we are unable to amend the delivery address.

If an incorrect address results in successful delivery elsewhere, it is the customer’s responsibility to contact the recipient or the delivery carrier to attempt recovery of the parcel.

Redelivery Charges & Restocking Fee

If a parcel is returned to us due to an incorrect or incomplete address, failed delivery attempts, refusal of delivery, or failure to collect from a delivery office or collection point, the customer will be responsible for any applicable redelivery charges.

Any redelivery will be charged at the current shipping rate, payable before the order is resent.

If the customer chooses not to have the order redelivered, a refund may be issued less a 10% restocking fee to cover handling, processing, and administrative costs. Original shipping charges are non-refundable.

Restocking fees apply only where the return is a direct result of incorrect address details or failure to accept delivery.

Delayed or Missing Items

Items are not considered lost until 10 working days have passed from the expected delivery date unless the carrier confirms otherwise.

Where a delivery service includes tracking, GPS confirmation or delivery photographs, this information may be used by the carrier as evidence that a parcel has been delivered to the delivery address provided at checkout.

If tracking indicates that a parcel has been delivered but you believe you have not received it, please notify us as soon as reasonably possible. Prompt reporting helps ensure that delivery records, GPS data, delivery photographs and other evidence remain available to assist the investigation.

Please also check with members of your household, neighbours and any nominated or likely safe places where the parcel may have been left.

We will raise a delivery investigation with the carrier on your behalf. As part of this process, the carrier may review tracking data, GPS scan information, delivery photographs and any other evidence relating to the delivery.

Where the suitability of a Safe Place or delivery location is disputed, this will form part of the courier's investigation.

As responsibility for the delivery must first be established, we will await the outcome of the courier's investigation before determining the appropriate resolution. Where appropriate, this may include a replacement or refund in accordance with your statutory rights.

We kindly ask for your patience whilst the courier completes its investigation. Claims, replacements or refunds cannot normally be processed until the investigation has concluded.

Uncollected Parcels

If a parcel is returned to us because it was not collected from a delivery office, locker, or collection point within the carrier’s timeframe, this will be treated as a customer-initiated return. Redelivery charges and restocking fees will apply where applicable.

International orders

International orders may be subject to customs fees, import duties, or local taxes in accordance with the destination country’s regulations. These charges are the responsibility of the customer and are not included in our prices.

Damaged Items

All items are carefully packaged before dispatch.

Any damage must be reported within 48 hours of delivery, along with clear photographic evidence of both the item and the packaging. Claims submitted outside this timeframe may not be accepted.

Personalised & Made-to-Order Items

Personalised, bespoke, and made-to-order items cannot be cancelled, returned, or refunded once production has begun, unless the item is faulty or damaged.

Bundle Offers & Promotional Codes

Promotional or discount codes cannot be used in conjunction with bundle offers. Only one offer may be applied per order.

Refunds

Any refunds due will be issued to the original payment method used at checkout. Processing times may vary depending on the payment provider.

Events Beyond Our Control

We shall not be liable for any failure or delay in performance caused by events beyond our reasonable control, including but not limited to postal strikes, severe weather, supply chain disruption, or carrier network issues.

Customer Support

For any questions regarding your order, please contact us at:
📧 smile@beautyandthebutton.co.uk

Our emails and social media channels are monitored Monday to Friday, 9am–5pm (excluding weekends and bank holidays). We aim to respond to all enquiries within two working days.