Shipping policy

Shipping & Returns Policy

Roxana Beauty Studio Ltd

This policy explains how we process, ship, and deliver orders placed through our online store, along with our returns and exchange terms. Please read it carefully before placing an order. By purchasing from us, you agree to the terms outlined below.

1. Order Processing

All orders are processed within 24 hours of payment confirmation. Processing includes verifying payment, preparing items for dispatch, and generating shipping labels.

Orders placed on weekends or public holidays are processed on the next working day. If an item in your order is out of stock, we will contact you within this 24-hour window to discuss options, including partial shipment, backorder, or refund for the unavailable item.

Once your order has been processed and handed to the carrier, you will receive a dispatch confirmation. Please note that dispatch confirmation does not guarantee a specific delivery date — delivery timeframes begin from the date of dispatch, not the date of order.

We are not responsible for delays caused by incorrect or incomplete address information provided at checkout. Please double-check your shipping address before completing your order, as we are unable to redirect parcels once they have been dispatched to the carrier.

2. United Kingdom Delivery

We offer the following delivery options for customers within the United Kingdom:

Standard Delivery

  • Cost: £5
  • Free on all orders over £50
  • Estimated delivery: [X business days — not yet confirmed]

Local Pickup Customers in and around Doncaster can choose to collect their order in person, free of charge, at:

5 S Parade, Doncaster, DN1 2DY, United Kingdom

Pickup orders are held for [X days — recommend confirming a holding period, e.g. 7 days] from the date the order is marked ready for collection. If an order is not collected within this period, we reserve the right to cancel the order and issue a refund, minus any non-refundable deposit where applicable (see Section 7 for course deposits).

Please bring your order confirmation email or order number when collecting in person. We may also ask for photo ID to confirm the collection is being made by the person who placed the order, or by someone they have authorised in writing.

3. European Delivery

We currently ship to European Union countries at a flat rate:

  • Cost: £10
  • Free on all orders over £100
  • Estimated delivery: [X business days — please confirm current carrier timeframe for the flat-rate EU service]

This flat rate applies to all EU destinations. If you are ordering from a country not listed as a standard destination in our shipping settings, please contact us before placing your order to confirm we are able to deliver to your location, as some remote regions or islands may require additional shipping time or cost.

We are not currently able to guarantee next-day or expedited delivery for European orders. If you require a shipment urgently, please contact us directly before ordering so we can advise whether faster service is possible on a case-by-case basis.

4. Customs, Import Duties, and Taxes (EU Orders)

This is important — please read before ordering if you are based in the European Union.

Since the United Kingdom's departure from the European Union, parcels shipped from the UK to EU countries may be subject to customs clearance procedures. This can result in:

  • Import VAT, charged according to the rate applicable in your country
  • Customs duties, depending on the classification and value of the goods
  • Handling or administration fees, charged by the courier or customs authority for processing the clearance

These charges are the sole responsibility of the customer. They are not included in the product price or the shipping cost shown at checkout, and Roxana Beauty Studio Ltd has no ability to predict, control, or refund these charges once a parcel has left the UK.

We strongly recommend checking your country's current import tax thresholds and courier handling fee policies before placing an order, particularly for higher-value purchases such as full course kits. If your parcel is held by customs, you may be contacted directly by the courier or customs authority to arrange payment before delivery can be completed. Delays caused by customs processing are outside of our control and do not extend our responsibility for on-time delivery.

If a parcel is refused at customs due to unpaid duties and is returned to us, we reserve the right to deduct the cost of the original outbound shipping, the return shipping charged to us by the carrier, and any customs-related fees incurred, from any refund issued.

5. Order Tracking

Once your order is dispatched, you will receive a tracking number by email where available. Please allow up to 24 hours after dispatch for tracking information to update, as courier systems can take time to register a parcel's first scan.

If your tracking shows no movement for more than [X days — recommend 5 working days domestic, 10 working days international] after dispatch, please contact us so we can raise an enquiry with the courier on your behalf. We ask that you allow this window to pass before contacting us about a "missing" parcel, as most delays resolve within normal transit times.

6. Lost, Delayed, or Damaged Parcels

Lost parcels: If a parcel is confirmed lost by the courier after an official investigation, we will offer a replacement or full refund, including the original shipping cost. We are unable to open a lost parcel investigation until the estimated delivery window has fully passed.

Delayed parcels: Occasionally, parcels are delayed due to courier network issues, weather, customs processing (see Section 4), or high seasonal volume. While we understand this is frustrating, delays caused by the courier once a parcel has left our premises are outside our control, and we are unable to offer compensation for delays alone unless the parcel is confirmed lost.

Damaged parcels: If your order arrives damaged, please contact us within 48 hours of delivery with clear photos of both the damaged item and the packaging it arrived in. We will arrange a replacement or refund for genuinely damaged goods once this has been reviewed. Claims submitted after this window, or without photographic evidence, may not be accepted by our courier's claims process and therefore cannot always be honoured.

7. Returns

Unused items, in their original and unopened packaging, may be returned within 14 days of the delivery date for a refund or exchange.

To start a return, please contact us before sending anything back. We will confirm the correct return address and provide instructions — items sent back without prior contact may experience delays in processing, as we need to match returns to the original order.

Return shipping costs are the responsibility of the customer, unless the item was faulty, incorrect, or damaged on arrival, in which case we will cover the cost of return shipping or arrange collection where possible.

Refunds are processed to the original payment method within [X business days of receiving the return — recommend confirming, typically 5-10 business days] once the returned item has been received and inspected.

Exception — hygiene and safety items: For hygiene and safety reasons, opened adhesive, remover, and other liquid or single-use products cannot be returned or exchanged once the packaging has been opened, unless the item is faulty on arrival. This exception exists to protect the safety of all customers, as we cannot guarantee the integrity of opened cosmetic and adhesive products once they have left our premises.

8. Exchanges

If you would like to exchange an item for a different size, colour, or product, please contact us within the 14-day return window. Exchanges are subject to stock availability. If the item you would like in exchange is unavailable, we will offer a refund instead.

9. Order Cancellations and Changes

If you need to cancel or amend an order, please contact us as soon as possible. We are able to make changes only if the order has not yet been processed or dispatched (see the 24-hour processing window in Section 1). Once an order has been dispatched, it cannot be cancelled or amended, and standard return procedures under Section 7 will apply instead.

10. Course Deposits and Training Bookings

(This section applies to training course bookings and deposits, separate from physical product orders. Please confirm current deposit terms so this section can be finalised — for example, whether deposits are non-refundable across all courses, as noted previously for the Volume Course.)

11. Contact Us

For any questions about your order, shipping, or returns, please contact us using the details below. We aim to respond to all enquiries within 24 hours during business days.

Roxana Beauty Studio Ltd Company Number: 12526280 Registered Address: 12 Parkinson Street, Doncaster, England, DN1 2SR Local Pickup Address: 5 S Parade, Doncaster, DN1 2DY, United Kingdom Phone: 07309 887774

This policy was last updated on [date]. We reserve the right to amend this policy at any time; changes will apply to orders placed after the update date.