Shipping policy

Shipping Policy

Last updated: September 29, 2026

1. Where We Ship
We currently ship to the United Kingdom, Canada, Australia and New Zealand. Orders are shipped by our international fulfilment partner.

2. Order Processing
Orders are processed Monday to Friday, excluding public holidays. Most orders are processed within 1–3 business days.

Priority Processing: orders with Priority Processing are moved to the front of our processing queue and prepared for shipment first, typically within 1 business day.

3. Shipping Options and Delivery Times
You can choose your shipping option at checkout. Delivery times are counted in business days from the date your order is placed, including processing time.

These estimates apply to all countries we ship to. Delivery times are estimates, not guarantees. Occasional delays may happen due to carrier delays, customs inspections, severe weather, public holidays or high shipping volumes.

4. Shipping Costs
Shipping costs are calculated and shown at checkout before you complete your order.

5. Order Tracking
Once your order has shipped, you'll receive an email with your tracking number and a link to track your order. Tracking may take 1–2 business days to show updates after shipment.

6. Customs, Duties and Import Taxes
Customs rules differ by country and can change. Any duties, taxes or handling fees charged on delivery are set by the local customs authority or carrier, not by us, and we can't always predict them in advance.

• Canada: orders may be subject to customs duties and taxes, which are charged by the carrier or customs authority on delivery. These charges are the customer's responsibility and are not included in the price or shipping costs.
• Australia and New Zealand: orders valued under A$1,000 / NZ$1,000 are generally not subject to duties or taxes on delivery.
• All countries: if you're asked to pay an unexpected charge on delivery, please contact us at hello@lavenacosmetics.com before paying or refusing the parcel. We'll look into it and help you find a solution.

7. Delayed, Lost or Damaged Parcels
If your order hasn't arrived within the estimated delivery time, arrives damaged, or is marked as delivered but you can't find it, please email us at hello@lavenacosmetics.com with your order number.

We'll investigate with the carrier. We may ask you to confirm your shipping address, check with neighbours or household members, or look around your delivery location.

If your parcel is confirmed lost in transit or arrives damaged, we'll send a replacement or issue a full refund. You won't need to return anything.

8. Shipping Address
Please make sure your shipping address is complete and correct at checkout. If you notice a mistake, contact us as soon as possible; we can update your address as long as your order hasn't shipped yet.

We're not responsible for orders delivered to an incorrect address provided by the customer, but we'll always do our best to help.

9. PO Boxes
Some of our carriers cannot deliver to PO Box addresses. We recommend using a residential or business street address. Orders sent to a PO Box may be delayed or returned.

10. Undeliverable or Refused Parcels
If a parcel is returned because the address was incorrect or incomplete, or because it was refused or not collected, we'll contact you to arrange reshipment. Additional shipping costs may apply. This doesn't affect your statutory rights.

11. Contact Us
Questions about shipping or your order? Email us at hello@lavenacosmetics.com.