Frequently Asked Questions

Shipping

Where do you ship to?

We ship to the United Kingdom and selected international countries. You can check at checkout whether your country is supported.

How long does delivery take?

The estimated total delivery time is 9–14 business days from your order date (1–2 business days processing + 8–12 business days transit).

What is the order cut-off time?

Orders placed before 5:00 PM London time on a business day will be processed the same or next business day.

How do I track my order?

After dispatch you will receive a shipping confirmation email with your tracking number. You can also use our Track Your Order page at any time.

My tracking hasn't updated — what should I do?

Please allow up to 48 hours for tracking to update after dispatch. If there is still no movement after 14 business days, contact us and we will investigate.

Returns & Refunds

Can I return an item?

Yes! We accept returns within 30 days of delivery for both faulty and non-faulty items.

Are return labels free?

Yes, return labels are completely free. We'll email you one to download and print.

Can I exchange an item?

Yes, exchanges are accepted within 30 days of delivery. Contact us first to arrange.

When will I receive my refund?

Refunds are processed within 7 business days of us receiving your returned item.

Contact

How can I get in touch?

Email: support@thorntonsvipbeauty.co.uk
Phone: +44 7345 902323
Business hours: Monday–Friday, 9:00 AM–5:00 PM London time