Shipping

Shipping Policy Update

We no longer offer free shipping due to too many complications and it no longer being viable for our small business. After careful consideration, we have decided to start charging for shipping again and will only offer free shipping for orders over £60. This change allows us to provide better and more reliable services for our customers. Below are the new shipping terms going forward!

Shipping Policy

Tracked Shipping Options: We exclusively offer Royal Mail Tracked 24 and 48 services for large letters, small parcels, and medium parcels. These services guarantee delivery within 24 or 48 hours after dispatch, not from the time the order is placed. Free shipping is available for orders over £60 and will be automatically applied at checkout.

Processing Time Frame: Please allow 14–21 working days for order processing after payment has been received. We cannot process orders until payment is successfully received, which typically takes 3–7 working days. Once dispatched, shipping will take 24 or 48 hours depending on what service you chose.

Direct Shipping from Suppliers/Wholesalers: Some items are shipped directly from our suppliers or wholesalers. This will be clearly stated at the bottom of the product description. Please note that suppliers or wholesalers may use their own couriers and services, which might differ from the option you selected at checkout (e.g., Tracked 48 may be shipped as Tracked 24 or vice versa). While we encourage suppliers to follow your chosen shipping method, their shipping setup is out of our control. You will be provided with tracking as usual.

Shipping Time Frame: Please allow 14–21 working days for order processing after payment has been received, not from the date the order was placed. This timeline accounts for payment processing, which typically takes 3–7 working days for funds to be transferred to us. Orders cannot be processed until payment has been successfully received.This timeframe excludes items that require crafting, personalisation, or custom creation, which may take additional time. For UK orders, standard shipping times after dispatch are 24 or 48 hours, depending on the shipping option selected and paid for at checkout. For non-UK orders fulfilled by international suppliers, the processing timeframe remains 14–21 working days (after payment is successfully received), with delivery taking up to 4 weeks (working days only) due to international shipping and potential customs delays. Custom fees may apply to these orders, and these charges are the responsibility of the customer.

PLEASE NOTE: Processing and delivery times may extend beyond the specified timeframe during busy periods. If your order is delayed due to high demand, you will be notified via email at the email ddress provided on your order. Refunds will not be issued for delays caused by busy periods, as these circumstances are beyond our control. Rest assured, we work as quickly and efficiently as possible to fulfill all orders in a timely manner.

International Customers: Shipping may take longer due to distance, different country and transit delays. Your patience is appreciated. Please note you may also be charged a customs fee this is your responsibility to pay.

Digital Orders (e.g., Logos): Please allow 48 working hours for completion and delivery via email. If your digital product is already made e.g a Print that does not require customisation, you will receive your digital product to the email address registered on the order a few minutes after your order confirmation and payment. 

Email Updates: You will receive three automatic emails: Order Confirmation, Processing email, and Dispatch notification. Please check your spam and junk mail folders for these communications. Your tracking number will be on your dispatched email in small print. Please allow up to 48 hours for your tracking number to be registered into the courier network, sometimes it can take time to load the information into the courier network meaning information on your package may not be available immediately. 

Change Of Shipment Address: Please ensure accuracy in your shipping details before finalising your order. Once placed, we are unable to amend or change the shipping address. Incorrect spellings or errors may result in the order being sent to the wrong address, and such mistakes are not eligible for refunds or replacements. It is your responsibility to check your address before placing an order. Orders are processed promptly, making it highly unlikely that we can alter the address post-shipment. If an address change is necessary, it must be done before the order is dispatched with enough notice. 

Tracking Your Delivery: After receiving your tracking number, track your order daily to ensure it's on the correct route. We are not liable for missing packages but will assist in locating your parcel. We are not obliged to refund or replace missing deliveries as this is not covered in our lost or damaged policy. If for whatever reason this happens we will only be able to assist and advise how to claim from the Courier. We are not responsible for you directing your package to be delivered to a safe place or a neighbour and may resulting in you not receiving that parcel, you do this at your own risk. 

Transit Issues: While we take great care in packaging orders, transit issues are beyond our control. If there are any transit-related problems upon receiving your order, we won't be able to provide refunds or accept returns. However, we'll gladly assist you in contacting the courier and guiding you through the claims process. 

Package Marked Delivered But Not Received: If the courier marks your package as delivered and provides evidence, we are not responsible for refunds or replacements if you haven't received it. In such cases, please contact the courier directly. Please be advised that we will provide you with a non-receipt of Goods disclaimer form via email, which must be completed and returned within 48 hours. Kindly note that we can only assist you in initiating the claims process with the courier and starting an investigation, which may take up to 30 working days to conclude. Your cooperation with us, the courier, and potentially law enforcement is crucial. Please understand that providing false information may result in fines or legal action. Please be aware that we do not refund or replace items marked as delivered but claimed to be missing by the customer.

Order Enquiries: Please wait until the specified time frame has passed before enquiring about your order’s whereabouts. If you have any general queries or need to confirm something, feel free to contact the relevant email address which is thorntonsvipbeautycontact@gmail.com and allow 48 working hours for a response.

Customer Service and Respect: We request that all customers respect our policies and procedures. We strive to provide excellent customer service, and we kindly request that all customers respect our policies and procedures. As a Small Business, we appreciate your understanding and patience. Please treat our customer service team with respect and courtesy We kindly ask that all interactions with our customer service team are conducted with respect and courtesy. Any form of threats, hostile language, abusive comments, or inappropriate behaviour will result in a refusal of service, and individuals engaging in such conduct may be permanently blacklisted from making future purchases with us. Please remember that our team members are human too. We strive to provide the best possible service and greatly appreciate your understanding and patience.

Choosing the Correct Delivery Option: It is crucial that you read the information on the delivery options at checkout and select the appropriate service. Incorrect selection may result in a delay, as we will need to contact you to confirm information or pay additional postage fees. Your attention to this information is appreciated and will help avoid any unnecessary delays with your order.

Tracked 24 and 48 Services: Our tracked 24 and 48 services are a guaranteed delivery time of 24 or 48 hours after dispatch not from the moment you place your order. However during busy periods such as Christmas tracked 24 and 48 once dispatched is not a guarantee and this is beyond our control! Please ensure you choose the correct delivery service to meet your needs.

Thank you for your continued support! Love The VIP Team💖

 

**Terms and Conditions:**

Our Terms and Conditions were last updated on 18/12/2024 and are subject to regular checks. By placing an order on our website, you acknowledge and accept our terms and conditions as well as our Company policies.