Shipping policy

 

1. Delivery Locations

We currently only ship within the United Kingdom.
We do not offer international shipping at this time. 

 

2. Order Processing Times

All orders are processed Monday to Friday, excluding UK public holidays.

  • Orders are typically processed within 1–2 business days
  • Orders placed on weekends or bank holidays will be processed on the next working day

You will receive an order confirmation email once your order has been placed, followed by a dispatch confirmation email once your order has been shipped. 

 

3. Shipping Methods & Delivery Times

We offer the following UK delivery options (availability and pricing shown at checkout):

  • Standard UK Delivery:
    Estimated delivery within 2–5 business days from dispatch
  • Express UK Delivery (if selected):
    Estimated delivery within 1–2 business days from dispatch

Delivery times are estimates and may vary due to courier delays, weather conditions, or periods of high demand.

 

4. Shipping Costs

Shipping costs are calculated at checkout based on:

  • Delivery method selected
  • Order value
  • Delivery location within the UK

Any applicable delivery charges will be clearly displayed before you complete your purchase. 

 

5. Order Tracking

Where available, tracking details will be provided via email once your order has been dispatched. Please allow up to 24 hours for tracking information to update after dispatch. 

 

6. Missed or Failed Deliveries

If a delivery attempt is unsuccessful due to an incorrect address, failure to collect from a local depot, or refusal of delivery:

  • The order may be returned to us by the courier
  • Additional delivery charges may apply to re-send the parcel
  • Refunds may be adjusted to reflect return shipping costs incurred

Please ensure your delivery address is correct at checkout. 

 

7. Delays & Lost Parcels

While we do our best to ensure prompt delivery, delays can occasionally occur outside of our control.

If your order has not arrived within the estimated delivery timeframe:

  • Please contact us and we’ll investigate with the courier
  • We may request additional time for the courier investigation before issuing a replacement or refund

 

8. Damaged Parcels

If your order arrives damaged:

  • Please contact us within 48 hours of delivery
  • Provide your order number and clear photos of the damage (including packaging)

This helps us resolve the issue as quickly as possible. 

 

9. Returns & Shipping

Shipping charges are non-refundable, except where:

  • The item is faulty
  • The item is incorrect
  • Your statutory rights under UK consumer law apply

Please refer to our Returns & Refund Policy for full details. 

 

10. Contact Us

If you have any questions about shipping or delivery, please contact us:

📧 orders@keratincomplex.co.uk

📞 +44 (0)1442 248104
📍 1-4 T A M Units 2 Brickfield Way, Rochford, SS4 1NB, United Kingdom