Shipping Policy

Last updated: August 27, 2026

Missing information to confirm before publishing: exact list of countries/regions shipped to, and the name of the shipping carrier(s) used. Placeholders are marked below.

1. Delivery Area

We currently deliver to: UK.

Orders submitted for unsupported locations may be cancelled and refunded. International delivery is available only where an international shipping option is displayed at checkout.

2. Processing and Delivery Times

Processing days	Monday to Friday
Processing (handling) time	1–2 business days
Transit days	Monday to Friday
Transit time	8–12 business days
Estimated total delivery time	9–14 business days
Order cut-off	5:00 PM UK time

Saturdays, Sundays, and public holidays are not counted as business days. Orders placed after the cut-off, on weekends, or on public holidays normally begin processing on the next business day.

Delivery periods are estimates and are not guaranteed dates unless a guaranteed service is expressly offered at checkout.

3. Shipping Costs

Standard shipping: Free. Any optional express, premium, timed, or specialised shipping charge will be displayed before you submit your order.

4. Shipping Carriers

Orders may be delivered through: Royal mail. We may use another reliable carrier depending on destination, package size, product type, or carrier availability.

5. Order Confirmation and Tracking

After placing an order, you'll receive an order-confirmation email. After dispatch, you'll receive a shipping-confirmation email with a tracking number and, where available, a tracking link. Tracking may take 24–48 hours to become active.

Orders can also be tracked through our Track Your Order page.

6. Delivery Delays

Delivery may be affected by weather, public holidays, carrier disruption, unusually high order volumes, local delivery conditions, security checks, address verification, or circumstances outside our reasonable control.

tracking has not become active within 48 hours after dispatch;
the shipment has not arrived within 12 business days after dispatch; or
the complete order has not arrived within 14 business days after processing began.

We may need to open an investigation with the carrier before providing a replacement or refund.

7. Delivery Addresses

Customers must provide a complete and accurate delivery address. Contact us within 24 hours of ordering if an address correction is needed — we can't guarantee changes once an order has been processed or dispatched.

Additional costs may apply where a package must be resent because of an incorrect or incomplete address supplied by the customer. No additional cost will be charged where the delivery problem was caused by us or the carrier.

8. Undeliverable and Refused Packages

A package may be returned as undeliverable because of an incorrect or incomplete address, failed delivery attempts, failure to collect the package, refusal by the recipient, or restricted access to the delivery location.

Please contact us before refusing delivery — refusing a package does not automatically complete a cancellation or return. After an undeliverable package is returned and identified, we may offer reshipment or an appropriate refund.

9. Delivered but Missing Packages

If tracking shows delivery but you can't find the package: confirm the delivery address, check safe places around the property, ask household members, reception staff or neighbours, review any delivery photo or carrier notification, and contact the carrier where appropriate. If it's still missing, contact us with your order number, tracking number, delivery address, and reported delivery date.

10. Lost or Damaged Shipments

If the carrier confirms a shipment was lost before delivery, we may reship the order, provide a replacement, or issue a refund.

If a package arrives damaged, contact support@thorntonsvipbeauty.co.uk with your order number, photos of the external and internal packaging, a photo of the shipping label, photos of the damaged product, and a short video where useful. Please keep the product and packaging until we confirm they're no longer needed.

11. Taxes and Import Charges

Applicable taxes collected by us are shown at checkout. For domestic UK deliveries, separate import duties should not normally apply. Where international delivery is offered, checkout or the product page will explain whether import taxes, customs duties, or brokerage fees are included or payable separately by the recipient.