Deliveries & Returns

We deliver worldwide. Please read below for our terms and conditions regarding UK and international delivery, including information on shipping, delivery times, taxes, and import duties.

  • UK STANDARD DELIVERY (We aim to deliver in 2-3 working days) - Free on all orders
  • UK NEXT DAY DELIVERY (for orders placed on working days before 11am) - £3.95
  • UNITED STATES & CANADA - £14, or free on orders over £40
  • EUROPE, NON-EU COUNTRIES - £8
  • EU COUNTRIES: We regret to inform you that direct shipping from our online store to EU countries is currently unavailable. However, you can conveniently place your orders through our retailer Cult Beauty here, where purchases include EU local VAT and duty at checkout, ensuring no fees upon delivery.

SHIPPING CARRIERS:

Orders will be shipped within the UK via Royal Mail Standard from our distribution centre located in the UK. However, we may use other shipping carriers such as DPD, Evri, Amazon Shipping, FedEx, UPS, or DHL at our discretion.

DELIVERY LEAD TIMES AND DELAYS:

Delivery lead times are estimates, and while we strive to ensure timely delivery, unfortunately, courier delays are outside our control. Please note that we cannot offer refunds on orders or shipping costs due to delays caused by the courier.

INTERNATIONAL DELIVERIES:

All international deliveries are sent from our UK address via Royal Mail. The estimated delivery time for international parcels is 7-10 working days. 

We currently don't ship to the following countries: Russia, Ukraine, UAE, Sri Lanka, Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

TAX & DUTIES INFORMATION:

  • 20% UK VAT is deducted at checkout for non-UK orders.
  • International orders are shipped under 'Delivered Duties Unpaid' (DDU) terms and may incur import duties or taxes, which are the responsibility of the recipient.
  • The shipping company may contact you or the parcel recipient for further information and payment of these duties/taxes in order to release from customs.
  • We regret we can't refund these charges and kindly request direct communication with customs for clearance. Note: Orders not cleared by customs won't be eligible for refunds.
  • Uncontacted customs might result in non-delivery and non-return of products, as some post offices may opt to dispose of items rather than automatically deliver or return them.
  • Please note that the shipping cost, as stated on the label, is part of the customs declaration and may contribute to the total customs value. Declared shipping costs may vary from customer charges, as they may be occasionally partially funded by our business.
  • For an estimate of potential customs charges, please use this helpful tool: https://www.simplyduty.com/import-calculator/ 

For any questions about your order, please contact us at hello@herlum.co.uk

Returns & Refund Policy

We sincerely hope you will be delighted with your order. However, should you decide that your new Herlum product isn’t suitable for you, we would be pleased to refund or exchange your item in accordance with the instructions below.

In the interests of hygiene and consumer safety, items can only be returned for a refund if they are unopened, unused and in a re-saleable condition, and this must be done within 14 days.

Please note that we do not cover the cost of returning the order and we suggest a tracked service to ensure safe delivery as we are not responsible for the returned order until it reaches us.

How to make a return:

Please contact us at hello@herlum.co.uk to request a return and we will get back to you with next steps. We typically respond in one business day.

Our Returns Policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 09/02/2021.

All refunds will be processed via the original payment method. Product(s) may be exchanged for any product(s) up to the purchase value of the returned product(s). Any additional amount owing beyond the value of the returned product(s) must be paid by the customer.

To complete your return, we require a receipt or proof of purchase.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Your statutory rights

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: www.gov.uk or contact Consumer Direct, the Government funded consumer advice service on +44 (0) 8454 04 05 06.

Right to Cancel

You have the right to cancel this order within 14 days without giving reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision to cancel the order.

Effects of Cancellation

If you cancel the order, we will reimburse to you all payments received from you, excluding the costs of shipment.