Shipping policy

Shipping Information

EU Customs Update

Following recent changes to EU customs regulations, some parcels shipped to EU countries may now be subject to customs duties or handling fees on arrival. Because these rules are being applied differently by customs authorities in different countries, you may occasionally experience delays or unexpected charges.

If you are asked to pay a customs fee, please do NOT pay it. Contact us immediately at cosmetics@jaydeen.co.uk with your order number, and we'll sort it out for you.

1. Processing Time

Orders are typically processed within 1–2 business days. All products are carefully inspected and securely packaged before dispatch to ensure they arrive in perfect condition.

2. Shipping Methods & Estimated Delivery

Delivery times are estimates and may vary due to carrier delays, holidays, or customs processing.

Please note: for international shipping (EU, Canada, USA, Australia and rest of world), delivery times may vary due to customs clearance. We're unable to contact the courier on your behalf, but you can sign up for tracking updates directly through the courier's website once your order has dispatched.

3. Shipping Prices

International shipping rates are calculated at checkout based on destination and order weight.

4. Order Tracking

Once your order has been dispatched, you'll receive a confirmation email with a tracking number so you can monitor your delivery.

5. Packaging & Safety

All cosmetics are shipped in secure, protective packaging, and are sealed and handled in line with safety and hygiene guidelines.

6. UK — Lost or Damaged Orders

If your order is lost or arrives damaged, please contact us as soon as possible at cosmetics@jaydeen.co.uk. We'll work with you to investigate the issue and arrange a replacement where appropriate.

7. International — Lost Orders

All international orders are shipped via Royal Mail International, which transfers to your country's domestic mail provider for final delivery.

As a UK-based business, we're unable to contact your country's carrier directly on your behalf. If your tracking shows "delivered" but you haven't received your order, we recommend checking with neighbours, building management, and any safe locations your carrier may leave parcels, then contacting your domestic carrier directly:

• USA – USPS: https://www.usps.com/help/missing-mail.htm
• Canada, EU, Australia and elsewhere – your country's domestic mail provider

If we're unable to resolve a delivery issue directly with you, this doesn't affect your statutory consumer rights, which remain in place alongside this policy.

Jaydeen Sarah Cosmetics is not liable for parcels confirmed as delivered by the carrier but subsequently reported as missing, lost, or stolen.

 

8. Shipping Internationally

We ship all international orders directly from the UK — we don't hold stock or have a base in any other country. Delivery times and costs vary by destination and are shown at checkout before you complete your purchase. International shipping rates are higher than domestic UK rates to reflect the cost of overseas carriage.

Customs Duties, Taxes & Import Charges

International orders may be subject to customs duties, import taxes, and/or handling fees charged by the destination country once the parcel arrives. In some cases we collect this from you at checkout on the destination country's behalf and pay it to that country's tax authority; in other cases, it's collected on delivery by the courier or postal service instead.

These charges are set by the destination country, not by us, and are separate from the shipping cost shown at checkout. We can't predict or waive them, and we don't under-declare parcel values or mark orders as "gifts" to avoid them. Customs duties, import taxes, and any additional charges on international orders are the customer's responsibility.

EU customs charge (new from 1 July 2026): The EU has introduced a flat customs duty of approximately £3 (€3) per item on parcels valued under €150 entering the EU from outside the bloc, including from the UK. This is a temporary measure set by the European Commission and applies regardless of courier, in addition to shipping costs. It's set and collected by EU customs authorities, not by us, and is non-refundable — including on items that are later returned. We'll keep this updated if the EU introduces further charges (an additional handling fee has been discussed but isn't yet confirmed).

All international parcels are sent with the required customs declaration, including an accurate description and value of the items enclosed, in line with Royal Mail and destination-country customs requirements.

8.2 International Customs & Duties — What's Covered

To help make costs clear before you check out, here's a breakdown of which international orders have duties and taxes already included in the price, and which may be charged separately on arrival:

Included at checkout (no further charge):

• United States — customs fees are covered in your order total
• EU orders under €150 — duties and taxes are included in your purchase price

Charged on arrival (destination country collects separately):

• EU orders over €150 — a duties/tax fee will be charged when the parcel arrives
• Canada / Rest of World — a customs fee is required upon arrival, separate from the $13 shipping cost paid at checkout
• Australia — customs charges may apply depending on order value

If you're charged incorrectly

If you receive a customs charge on an order that falls under our "included at checkout" categories above (US orders, or EU orders under €150), please do not pay the fee — contact us first at cosmetics@jaydeen.co.uk with details of the charge, and we'll look into it for you.

For orders that fall under our "charged on arrival" categories, these fees are set and collected by the destination country's customs authority, not by us, and unfortunately we're not able to waive or refund them. Jaydeen Sarah Cosmetics is not responsible for paying custom charges, import taxes and additional charges.