Shipping policy
Shipping Policy
At Zeeluxe we aim to give you a reliable delivery experience, and to be straight with you about how long it takes. This policy explains how we handle shipping, and what happens if something goes wrong. Any questions, email info@zeeluxe.co.uk.
UK delivery is free
Free UK delivery on every order, with no minimum spend. There is nothing to reach and no threshold to hit, and every UK parcel comes with a Royal Mail tracking number. If you want it quicker once it is posted, Royal Mail Tracked 24 is available as a paid upgrade at checkout.
| Service | Cost |
|---|---|
| Free UK Delivery | Free on everything |
| Royal Mail Tracked 24 (upgrade) | £3.00 |
How long before it is sent
Zeeluxe is a handmade business, so every order is made and packed by hand. Orders are posted once a week. The date your order will be posted, and the date it should reach you, is shown on the product page and in your basket before you pay, so you know before you order.
If your order has not been posted by the date shown, email info@zeeluxe.co.uk and we will tell you exactly where it is. We reply within 24 to 48 hours.
International delivery
We ship worldwide. Everything goes by Royal Mail International Tracked. The exact figure is calculated at checkout once you enter your address, and that figure is always the one that applies.
Customs charges included: Germany, France, Ireland, the Netherlands, Sweden, Spain, Portugal, Italy and the United States
For these countries the customs charges are included in your delivery price, for a smooth delivery. We pay them when we post your parcel, so you should have nothing to pay when it arrives. If you are ever asked to pay a customs charge on one of these orders, email us before you pay.
For the eight European countries, delivery goes by what your order comes to, at our prices in pounds:
| Destination | Order up to £25 | Over £25, up to £50 | Over £50, up to £80 | Over £80 |
|---|---|---|---|---|
| Germany | £16 | £24 | £28 | £33 |
| France | £19 | £25 | £31 | £36 |
| Ireland | £18 | £25 | £30 | £37 |
| The Netherlands | £18 | £25 | £31 | £37 |
| Sweden | £21 | £29 | £36 | £44 |
| Spain | £19 | £26 | £32 | £38 |
| Portugal | £20 | £28 | £35 | £41 |
| Italy | £15 | £19 | £22 | £23 |
For the United States, delivery goes by the weight of your parcel:
| Destination | Up to 250g | 251g to 500g | 501g to 750g | 751g to 1kg | 1kg to 2kg |
|---|---|---|---|---|---|
| United States | £15.25 | £21.25 | £27 | £32 | £38.50 |
Every other country
Delivery goes by which country you are in and how much your parcel weighs. A 60ml or 120ml serum on its own is in the first column. A 250ml serum or a leave in conditioner on its own is in the second. Routines move up a column.
| Destination | Up to 250g | 251g to 500g | 501g to 750g | 751g to 1kg | 1kg to 2kg |
|---|---|---|---|---|---|
| Denmark, Monaco | £10 | £12 | £12 | £12.50 | £13.95 |
| Rest of the European Union, including Belgium, Austria, Finland and Poland | £11 | £12 | £12.75 | £13.75 | £14.95 |
| Romania | £16 | £16 | £17 | £18 | £19 |
| Switzerland, Norway | £12 | £13 | £14.50 | £16.75 | £19.95 |
| Rest of Europe, including Turkey, Iceland and Ukraine | £13 | £15 | £15 | £16.75 | £19.95 |
| Australia, New Zealand, Singapore and the Pacific | £16 | £19.50 | £23.75 | £28.25 | £38.50 |
| Rest of the world, including Canada and Nigeria | £15 | £19 | £21.25 | £24.95 | £31.50 |
Orders over 2kg are sent as two parcels and are priced accordingly at checkout.
Orders of £75 or more (at our prices in pounds): delivery to Denmark, Monaco and every country in the "Rest of the European Union" row above is £6, and to Switzerland and Norway £8, whatever the parcel weighs. Customs charges for these countries are not included and are set by your own country.
Prices and your currency
Our prices are set in pounds sterling. If you are shopping from outside the UK, the site converts prices into your own currency automatically, and the checkout shows you what you will actually be charged.
Customs charges. For the nine countries listed above as customs included, they are in your delivery price. For every other country, import duties and taxes are not included: anything charged when your parcel arrives is set by your own country, not by us, and it is the customer's responsibility. We cannot predict it and we would rather say so than let it surprise you.
Tracking
You will get an email when your order is placed and another when it is dispatched, with your tracking number. If a tracking email has not arrived within two days of your post date, check your spam folder first, then email us.
If something goes wrong
Your contract is with Zeeluxe, not with Royal Mail, so please come to us rather than chasing the courier yourself.
- Not arrived: email us and we will investigate with Royal Mail.
- Marked delivered but missing: tell us and we will open an enquiry.
- Damaged in transit: send us a photo and we will put it right.
- Nothing arrived within 30 days: you may cancel the order for a full refund.
If your parcel comes back to us
Sometimes a parcel is returned to us. Nobody was in and it was not collected, a customs charge was not paid, or the address was wrong. In the UK, Royal Mail holds a parcel it could not deliver for 18 days, then sends it back to us.
When it reaches us we will email you, and you choose:
- Send it again: you pay the delivery for the second journey, and it goes out on the next post day.
- Cancel: we refund your order to the way you paid.
Royal Mail does not give us the first postage back when a parcel is returned, which is why the second journey is charged. Please check your address at checkout. If you spot a mistake, email us straight away and we will change it if the order has not gone out. None of this affects your legal rights.
Contact
Zeeluxe Ltd, London, SE7 7TT, United Kingdom. info@zeeluxe.co.uk. We reply within 24 to 48 hours.
