Shipping and Delivery Policy

Section 1Where we ship

Worldwide. Europe, the United Kingdom, North America and the Middle East are the lanes we run most often, which is why routing and documentation on those is quickest. Other destinations, including Australia, are quoted the same way, with the route set per order.

Section 2Incoterms: what is included

Most orders are supplied DDP (Delivered Duty Paid). On a DDP order we arrange transport, file the import entry and settle duties and import taxes, and the goods arrive cleared.

Where operational or regional conditions require it, an order is supplied DAP (Delivered at Place) instead. On a DAP order clearance is filed by your broker and duties and import taxes are yours.

The Incoterm that applies is always stated on the quote before you confirm, so the split of cost and responsibility is agreed rather than assumed.

Section 3Transit times

For cosmetics and fragrance orders to Europe, the United Kingdom, North America and the Middle East, the estimated transit time is 15 to 20 days from dispatch.

Toner and printing supplies ship on their own lanes and are usually faster. Estimated transit from dispatch:

• United States: 2 to 3 business days. In peak periods this can extend to 10 business days, and we tell you when it applies to your order rather than leaving you to read it off a tracking page.
• United Kingdom: 2 to 4 business days.
• Europe: about 10 business days.
• Gulf countries: about 10 business days.

Other toner destinations, including Canada and Australia, are quoted per order.

These are estimates. Destination, transport mode, seasonal capacity and clearance at the receiving end all move them, and the window on your quote reflects the situation at the time of quoting. If it moves after that, you hear it from us rather than from a tracking page.

Section 4Shipping cost

Freight is calculated per order from weight, volume, destination and the mode chosen, and it is reflected in your quote under the applicable Incoterm. If you would rather arrange collection with your own freight forwarder, tell us at quote stage and we will prepare the goods and the documents for collection instead.

Section 5Documentation

A commercial invoice and a packing list travel with every consignment, together with the product information the category calls for. If your broker needs a particular wording, breakdown or number of copies, tell us before the documents are issued rather than after.

Section 6Your address and the delivery itself

You are responsible for giving a correct, complete and accessible delivery address, and for having the people and equipment to unload the pallets when the vehicle arrives. Failed deliveries caused by an incorrect address or an unavailable site may be re-charged by the carrier.

Section 7On arrival

Check the delivered quantities against the packing list before signing. Transport damage must be reported within 24 hours of delivery, with photographs or video of the outer box, the packaging and the affected goods. Shortages should be reported with the order number and the difference against the packing list.

What happens next is set out in the Returns and Refunds Policy.

Section 8Delays outside our control

Customs inspections, carrier capacity, port congestion, weather and industrial action all affect international freight and none of them are within our control. Where a delay affects your order, we pass on what we know when we know it, and agree with you how to handle it.