Shipping policy

SHIPPING & DELIVERY POLICY

At Eve's Glow Cosmetics, we aim to process and dispatch orders as efficiently as possible. Please read the information below carefully before placing your order.

PROCESSING & DISPATCH

Orders are normally processed within 1–2 working days after payment has been confirmed.

Our order cut-off time is 3:00 PM, Monday to Friday.

Orders placed before 3:00 PM on a working day will enter our processing queue that working day.

Orders placed after 3:00 PM will enter our processing queue on the next working day.

WEEKENDS & PUBLIC HOLIDAYS

We do not process or dispatch orders on Saturdays, Sundays, UK bank holidays or public holidays.

For example, an order placed after 3:00 PM on Friday will not begin processing until the following Monday, provided Monday is a normal working day.

If Monday is a bank holiday, processing will begin on the next working day.

We are also closed on Christmas Day and New Year's Day, and orders are not processed or dispatched while we are closed.

Please take weekends, public holidays and seasonal closures into account when calculating when you are likely to receive your order.

Processing time and delivery time are separate. Delivery estimates begin once your order has been dispatched and handed to the courier.

UK DELIVERY

Standard UK Delivery: approximately 2–4 working days after dispatch.

Delivery estimates are not guarantees. Occasionally, couriers may experience delays that are outside the control of Eve's Glow Cosmetics.

Once your order has been dispatched, you will receive tracking information by email, text message or through the contact details provided with your order.

Please use your tracking information to monitor the progress of your delivery.

COURIERS

We use a range of reputable courier services depending on the size, weight, destination and requirements of your order.

The courier selected for an individual order may therefore vary.

Once a parcel has been handed to the courier, delivery is subject to the courier's network and operating conditions.

INTERNATIONAL DELIVERY

Eve's Glow Cosmetics ships internationally from the United Kingdom.

International delivery takes longer than UK domestic delivery. Customers should therefore allow sufficient time when placing an international order, particularly if products are required by a specific date.

As a general guide, international orders may take approximately 5–15 working days after dispatch, depending on the destination, courier service and customs clearance.

This is an estimate only and not a guaranteed delivery date.

International parcels must travel through international courier networks and may also need to be processed by the customs authorities in the destination country.

Customs clearance can sometimes result in additional delays. Eve's Glow Cosmetics cannot control how quickly another country's customs authority processes or releases a parcel.

Please do not book appointments, treatments or make other time-sensitive arrangements that depend upon an international order arriving on a particular date until you have received your parcel.

INTERNATIONAL CUSTOMS, TAXES & DUTIES

Please read this section carefully before placing an international order.

Eve's Glow Cosmetics is based in the United Kingdom.

Unless expressly stated otherwise at checkout, international orders are shipped on a Delivered Duty Unpaid (DDU/DAP) basis.

This means that the amount you pay to Eve's Glow Cosmetics does not include any import VAT, customs duty, import tax or customs/courier clearance charges that your destination country may impose when your parcel enters the country.

THESE ARE CHARGES FROM YOUR COUNTRY — NOT EVE'S GLOW COSMETICS

If you receive a request from customs or the courier asking you to pay import VAT, duty, tax or a clearance/handling fee before your parcel can be released, this is not an additional charge being made by Eve's Glow Cosmetics.

It is a charge associated with importing goods into your destination country.

Every country has its own import rules, thresholds, VAT rates and customs procedures.

Some customers may receive their parcels without being asked to make an additional payment, while other parcels may be assessed for import VAT, customs duty, taxes or clearance charges.

The fact that you were not charged customs on a previous order does not guarantee that a future order will also enter your country without a charge.

We strongly recommend checking the current import and VAT rules applicable in your country before placing your order.

Eve's Glow Cosmetics cannot determine in advance whether your individual parcel will be assessed by customs or guarantee the amount that may be charged.

YOUR RESPONSIBILITY FOR CUSTOMS

By placing an international order with Eve's Glow Cosmetics, you acknowledge that you are the importer/recipient of the goods and are responsible for any applicable import VAT, customs duties, taxes and clearance charges imposed in your destination country.

Customers are responsible for monitoring:

  • Their parcel tracking;

  • Emails from the courier or customs authority;

  • Text messages relating to their delivery; and

  • Any requests for information or payment required to clear the parcel through customs.

Where customs charges are requested, they must be paid by the recipient within the timeframe provided by the courier or customs authority.

Failure or refusal to pay applicable customs charges may result in your parcel being held, delayed and eventually returned to Eve's Glow Cosmetics.

UNPAID CUSTOMS & RETURNED INTERNATIONAL PARCELS

If an international parcel is returned because the recipient did not pay the required import VAT, customs duty, tax or clearance charges, this will not be treated as a failure by Eve's Glow Cosmetics to dispatch the order.

We cannot issue a refund simply because tracking shows that a parcel is being returned.

The parcel must first physically arrive back with Eve's Glow Cosmetics and be inspected before any applicable refund can be considered.

Where a refund is due, any deduction for non-refundable original shipping charges, return shipping, customs charges, courier fees or other costs incurred as a result of the return will only be made where permitted by applicable consumer law.

If you ask us to resend a returned order, new shipping charges will apply, and you will remain responsible for any customs, VAT, duty or clearance charges imposed when the parcel re-enters your country.

Please do not place an international order if you are unwilling to pay import charges that may be imposed by your destination country.

DELIVERY ADDRESSES & TRACKING

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Once tracking information has been provided, customers should monitor their parcel directly through the courier's tracking service.

If your courier provides options to rearrange delivery, redirect your parcel or select a pickup point, please carefully review your selection before confirming it.

Where a customer independently requests a delivery change, redirect, safe place or pickup location directly with the courier, subsequent delivery may be subject to the courier's own procedures and timescales.

DELIVERY DELAYS

While we aim to provide a reliable delivery service, occasionally delays can occur due to circumstances outside our control.

These may include:

  • Courier network delays;

  • Customs inspections or clearance;

  • Severe weather;

  • Public holidays;

  • High-volume seasonal periods;

  • Transport disruption;

  • Incorrect or incomplete delivery information; or

  • Other circumstances affecting the courier or destination country.

A delayed parcel does not necessarily mean that it has been lost.

Where there is a genuine delivery issue, we will do everything reasonably possible to help investigate and resolve the matter as quickly as we can.

However, we cannot guarantee the speed at which a third-party courier or customs authority will investigate, process or resolve an issue.

NEED HELP WITH YOUR DELIVERY?

If there is a genuine issue with your delivery after checking your tracking information, please contact:

info@evesglow.co.uk

Please include your order number and tracking number so that we can assist you as efficiently as possible.

By placing an order with Eve's Glow Cosmetics, you confirm that you have read and understood the applicable processing, delivery and international customs information above.