Shipping and Delivery
All items are normally despatched within one working day of placing your order.
Normal postal lead times are:
UK destinations 1 - 2 days – next day royal mail, courier delivery
3 - 5 days standard delivery
Europe 5 - 10 days tracked courier service
All other areas worldwide 10-15 days.
We offer worldwide shipping to over 160 countries. If your country is not listed please send us an email to: firstname.lastname@example.org
All prices on our site are quoted in UK Pounds Sterling (£).
Delays - Part Shipment
Very occasionally certain items will go temporarily out of stock or may be discontinued at short notice by our suppliers. We will notify you via email if this is the case and will offer you the opportunity to keep your items on back order, arrange alternative products or offer a full refund. In the event that we cannot send all your items in one shipment we will part ship your order so that you receive the majority of your selected items as quickly as possible. The remainder of your order will be dispatched within 24 hours of receipt of the good from our suppliers.
- Busy Periods
During busier times (for example Valentine's Day, Father's Day, and especially at Christmas) there may be a slight delay (no more than 24 hours) in processing your order.
Most UK orders are sent via Royal Mail and our standard delivery times quoted. We cannot be held responsible for items delayed in the postal system, or any industrial action taken by our nominated couriers as this beyond our control.
Lost In Transit
We must allow up to 14 working days (UK Deliveries) and 28 working days (European and Rest Of The World) from dispatch before a parcel is deemed lost in transit. For further assistance please call our customer service team 00351218228686
Unfortunately, severe weather conditions can disrupt our couriers from time to time. We have seen this in recent winters with localized snow and ice leading to dangerous road conditions and airport closures. This can effect the services we offer and will effect the usual guarantee of service levels that are offered by our couriers. Naturally, Couriers will always put the safety of its drivers and ancillary staff first over performance targets. Couriers do make every effort to put in place contingency plans when bad weather hits certain postcode areas. However, delays and back logs do occur from time to time.
These circumstances are beyond the control of Brazilian Hair Care Team and its couriers partners. When selecting shipping methods please be aware that no refunds will be given on Delivery or other timed delivery services if the courier is unable to operate its normal services due to bad weather. We apologize in advance for any inconvenience caused to our customers as a result of the adverse weather conditions.
Errors On Receipt Of Your Order
Any errors or missing items must be notified to us within 7 days of receipt of your order. We will be unable to redress any errors after this time has elapsed.
Orders that contain pre-order products (i.e. not currently in stock) will be shipped as soon as all products are in stock.
To help us process your order we require that your complete your full billing address details during the registration/checkout process matching the exact address and postcode details held by your bank. If these details are not correct we will put the order on hold until our verification is completed. (this applies even if the transaction is completed and an order number is sent out to you).
Alternative Delivery Address
We will ship to another specified Delivery Address only when we have confirmed that the card holders billing address details are correct and verified. We are unable to make changes to delivery addresses once an order has been confirmed at checkout.
All international deliveries are usually shipped via road to the nominated country and then passed on to the local postal service. Please refer to the Delivery Times Estimator for your region. Parcels may have to pass through local customs which can delay your delivery. Countries outside the EU are subject to additional customs charges which vary considerably and are not included in the cost. These charges must be paid for by the recipient before the package is cleared. Brazilian Hair Care Limited cannot refund any customs or import duty paid by the recipient.
Order and delivery Confirmation E-mails
When your order is received, we'll send you an e-mail confirming your order. Then, when your order is dispatched , we'll send you a dispatch confirmation. It will include the following information:
- Items purchased
- Payment information
- Delivery method
- Tracking Details
What if my order has not arrived?
If you have received confirmation of shipping but your goods have not arrived, please ensure that you have allowed sufficient time according to the estimated delivery times shown for your area.
Please be advised that the delivery times shown for each area are based on an estimated date of delivery, on rare occasions delivery can take longer than specified*.
If after this time your goods have still not arrived, in the first instance please check with your local mail delivery office to see that they are not holding your parcel. If they confirm that they do not have your goods, please contact us and we will do our best to assist you after the period set below. Please note that these times have been set to us by our postal service and are based on the guidelines regarding the processing and delivery of parcels; we are unable to re-ship, cancel or refund your order until after these time constraints have passed.
For UK Deliveries: Please allow 14 working days to pass from date of dispatch.
For Europe (including Rep of Ireland) and rest of World: Please allow 28 working days from date of dispatch.
Once the allocated period has passed our Customer Services team will be able to help you further.
*Brazilian Hair Care cannot be held accountable for any delays of parcels in transit, as this is beyond the control of the company.
On occasion parcels are returned to us after the customer has failed to pick them up from the depot, please read further details below.
Re-Shipping of Orders / Orders Returned by Our Couriers
If your parcel has not been delivered it may be sitting at your local Royal Mail/Courier depot. If you fail to retrieve the parcel, your parcel fails to be delivered on more than one occasion, no safe place option has been specified or your parcel is refused at the delivery address it will then be returned to us and there will be one of three courses of action. In the first instance we will attempt to contact you when your order is returned, however on occasion you may contact us before we have the opportunity to contact you, in both instances the following options will be available to you:
- We can issue a refund minus the initial postage costs.
We can re-dispatch the parcel to you, however please note this will incur a further fee to cover postage costs.
- If we have contacted you and have not received a response after 7 calendar days we will automatically process "Option 1"
* The fee will be charged based on the original shipping method used for UK delivery or International delivery.