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 your order has been dispatched, delivery is handled by third-party carriers. While we always do our best to ensure timely delivery, we cannot be held responsible for delays that occur once your parcel has entered the carrier’s network.

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.

We kindly ask for your patience during this period, as parcels may still be delivered within this timeframe. Claims, replacements, or refunds cannot be processed before this period has elapsed.

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

Approved refunds 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 48 hours.