SHIPPING (UK) - ROYAL MAIL
Order before 2pm Monday - Friday for same-day dispatch on in-stock products. Please see notices for pre-order items. This excludes public holidays.
First Class Signed For: 90 percent arrive in 1 working day, but please allow for 2 working days. Signature required.
Second Class Signed For: Usually 2-3 working days. Signature required.
Next Day Delivery: Next working day when ordered before 12 Noon. Tracked.
Note - if you order on a Friday afternoon after 11am, your item will be dispatched on Monday.
USA - DOMESTIC SHIPPING (MAXIMUM 4 WORKING DAYS)
Orders in the United States are now shipped domestically from our US warehouse. Some states may incur sales tax, which is already included in the price. There is no tariff or additional taxes to pay to the United States.
EUROPEAN SHIPPING
We now ship across the EU from our Netherlands warehouse, so your order arrives faster with no customs charges or import fees within EU member states. Shipping is calculated by destination:
Zone A – Core EU (Germany, Netherlands, Belgium, France, Austria, Luxembourg, Ireland)
Standard (4-7 working days): €9
Tracked (2-4 working days): €13.50
Zone B – Standard EU (Spain, Italy, Portugal, Poland, Czechia, Hungary, Slovakia, Slovenia, Croatia, Estonia, Latvia, Lithuania, Cyprus, Malta)
Tracked (3-5 working days): €15
Zone C – Remote EU (Denmark, Sweden, Finland, Romania, Bulgaria, Greece)
Tracked (4-7 working days): €16.50
🎉 FREE tracked DHL shipping on all EU orders over €150.
Non-EU European countries (Switzerland, Norway, Iceland, Liechtenstein, the Channel Islands and others) ship from the UK and may be subject to local customs or import charges, payable by the recipient.
WORLD ZONE 1 (5 - 10 WORKING DAYS) OR DHL EXPRESS
Africa, the Middle East, the Far East and South East Asia (other than Singapore and Laos).
WORLD ZONE 2 - AUSTRALASIA, SINGAPORE (4 - 6 WORKING DAYS)
Australia, New Zealand, Singapore, Fiji, French Polynesia, Papua New Guinea, Solomon Islands, Tonga, Tuvalu, Samoa, Cook Islands, Kiribati, New Caledonia, Macao and other Pacific territories.
Unfortunately, at this time we do not ship our products to China, due to animal testing laws.
Customs and Import Charges
EU orders ship from within the EU, so there are no customs or import charges for EU member states. For the rest of the world, please check your country's import valuation threshold and ensure your order total is under it. Any charges will be calculated by your country's customs and your local delivery company, and it will be the responsibility of the recipient to pay any charges incurred. If the charges are left unpaid your order will be returned, and this will fall under our "Failure to collect" policy explained below.
RETURNS
If you would like to return an item, you must email us (hello@joliebeauty.co.uk) with your order number and the reason for the return request. This request must be made within 14 days of receiving the goods. You must be able to provide your order number, delivery address or email used to make the return application. We offer a full refund on all unused, unopened items within 14 days. To begin the returns process, follow the link above and give a reason for returning the goods. You will then have another 14 days to return the goods to us. This type of return can only be accepted if the item is still in the plastic sealed wrap it was delivered in.
All returns are made at the customer's expense, and you must use a tracked service for your return parcel.
If the items are being returned because they are faulty, please read below.
Faulty Items
Although it is rare, items can get damaged in the post. If you believe you have received a faulty item then this must be reported immediately with a photo sent to hello@joliebeauty.co.uk. Each case will be dealt with on an individual basis. After this period, your item cannot be covered due to the sensitive nature of makeup items that can be easily damaged with improper care and attention.
Incorrect Address
Unfortunately, if you provide an incomplete or incorrect address, we cannot be held responsible if your items are not delivered. Please double check your delivery address before you place your order. If it is incorrect then please email hello@joliebeauty.co.uk ASAP. If the item is not dispatched, we may be able to alter the order details. However if the order is dispatched, we can try to get in touch with the courier - but other than that there is little that we can do.
Lost Post
If your item goes missing then do let us know as soon as possible that you have not received it. Customs can sometimes delay delivery, which is out of our control. If your item is not delivered within 14 days of the suspected delivery timeframe, we will launch an investigation into the disappearance of the goods. You will need to sign a legal letter declaring you have not received the item.
Please note that when items go missing (and it is proved that the item was not delivered to you) you will only be entitled to a replacement order, not a refund. If any of the items are out of stock, we can then issue refunds for those particular items.
If your order is marked as delivered but you have not received it, you must report this to us within 14 days of the delivery date. After this date we may be unable to make a claim with the courier, therefore we will be unable to offer any form of compensation. For missed delivery claims you may be required to sign a contract or statement to confirm you have not received the goods.
Failure to collect / Returned to us, due to an incorrect address
If your post gets returned to us for any reason (that is not ours or the courier's fault) you may be held liable for a handling fee and postage charge. This will be used to send the goods back out to you. If you no longer want the goods, and wish to cancel your order after it has had a failed postage attempt, a handling fee of £5 and minimum postage charge of £5 for UK and £15 for International plus postage cost will be deducted from your refund.