Frequently Asked Questions
Last updated: August 27, 2026
Where do you ship?
We currently ship to: UK. Orders submitted for unsupported locations may be cancelled and refunded.
How long does delivery take?
Orders are processed within 1–2 business days. After dispatch, transit normally takes 8–12 business days. The estimated total delivery time is 9–14 business days, calculated Monday to Friday and excluding public holidays.
What is your order cut-off time?
Our order cut-off time is 5:00 PM UK time. Orders placed after the cut-off, on weekends, or on public holidays normally begin processing on the next business day.
Which days do you fulfil and ship orders?
Orders are fulfilled and shipped Monday to Friday. Saturdays, Sundays, and public holidays are not counted as business days.
How can I track my order?
After dispatch, you'll receive a shipping-confirmation email with a tracking number and tracking link. Tracking may take 24–48 hours to become active.
Can I change or cancel my order?
You may request a change or cancellation within 24 hours of placing your order. Changes and cancellations cannot be guaranteed once processing or dispatch has started.
Do you accept returns?
Yes. We accept returns for both defective/incorrect products and change-of-mind returns.
How long do I have to return an item?
Eligible return requests may be submitted within 30 calendar days after delivery.
What condition must returned items be in?
Change-of-mind products must normally be unused, unwashed, undamaged, complete, and in their original condition, with all included parts and accessories.
Are returns free?
Customers are responsible for change-of-mind return costs unless we state otherwise. Return shipping is free for products verified as damaged, defective, or incorrectly supplied.
Do you charge a restocking fee?
No, we do not charge a restocking fee.
Where should I send my return?
Contact us before returning anything. We'll email you the authorised return address and instructions after reviewing your request. Please don't send returns to our registered business address or an address printed on the original parcel unless we've confirmed it by email.
What happens if my product is damaged or incorrect?
Contact support@thorntonsvipbeauty.co.uk with your order number, a description of the issue, and clear photos or video. After review, we may offer an exchange, replacement, repair, partial refund, or full refund.
When will I receive my refund?
Once an eligible refund is approved, we process it within 12 hours. It may then take up to 5 working days to appear in your account, depending on your bank or payment provider.
Which payment methods do you accept?
Available payment methods are shown during checkout: credit/debit cards, Apple Pay, Google Pay. Only the methods displayed at checkout are available for your order.
Are there any hidden charges?
No merchant-imposed charge is added without being shown before you complete checkout. Your bank, payment provider, or government authority may separately apply currency-conversion, foreign-transaction, customs, or import charges where applicable.
How can I contact customer support?
Email: support@thorntonsvipbeauty.co.uk
Phone: +44 7848 160741
We aim to respond within 12 hours during customer-service days.
Where can I read the full policies?
Complete information is available through our Shipping Policy, Refund & Return Policy, Payment Methods page, Privacy & Cookie Policy, Terms & Conditions, and Legal Notice.