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Shipping and Returns

Shipping Policy

Order processing times

All orders are processed within 48 hours (excluding weekends and public holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

In the case of disruptions to services

For COVID-19 related issues and other postal disruptions outside of our control, unexpected high order volumes and public holidays please allow extra time for your order to be processed and shipped.

Estimated delivery times from order dispatch

UK domestic

Express delivery (2-3 working days) £3.99

Europe*

Express international delivery (3-5 working days) £5.50
*Delivery aim to Ireland, France, Germany, Spain, Netherlands, Switzerland, Belgium, Sweden, Austria and Luxembourg is 3-4 working days

USA & Canada

Express international delivery (6 – 7 working days)
USA £10.65 & Canada £8.30

Rest of the world (7-25 working days)
Starting from £8.30

Due to government sanctions we do not ship to the following countries

Afghanistan, Azerbaijan, Armenia, Belarus, Burma (Myanmar), Burundi, Cuba, Democratic Republic of the Congo, Egypt, Eritrea, Republic of Guinea (Conakry), Guinea-Bissau, Haiti, Iran, Ivory Coast, Lebanon, Liberia, Libya, North Korea, Palestinian Territories, Russia, Sierra Leone, Somalia, South Sudan, Sudan, Syria, Tunisia, Venezuela, Ukraine (Crimea/Sebastopol) and Zimbabwe.

Import duties and taxes

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Naomi Sadé London is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

Where's my order?

If you haven’t received your order within the estimated delivery time for your destination country and have received your shipping confirmation email, please contact us at customerservice@naomisade.com with your name and order number, and we will look into it for you.

Due to the nature of the products we sell we cannot accept returns or exchanges if you have changed your mind and no longer want to keep an item. Cosmetics cannot be returned or exchanged due to hygiene reasons. Exemptions will only be made for unfortunate cases of allergic reactions and damaged items which will be investigated by a member of the team on a case by case basis ( please see below ).

In the case of a damaged item upon delivery

We apologise if you have received a damaged item upon delivery unfortunately items may become damaged in transit. We are happy to exchange your damaged item in return for a new one or offer a refund to you. Damaged items must be flagged with a member of the team within 7 days of receipt, if you have received a damaged item please get in touch with a member of the team at returns@naomisade.com. Please ensure that you attach a clear picture of the damaged item in your email to us so that a member of the team can deal with your case accordingly.

In the case of an allergic reaction we will open an investigation into the matter

If you have had an allergic reaction and believe it to be associated with our product please email returns@naomisade.com and a member of the team will be able to deal with your case accordingly. Please allow 48 hours for a member of the team to get back to you.

All refunds will be processed through the original method of payment

Please note that all refunds will be processed through your initial form of payment. We aim to process all returns within 5-7 working days of your return arriving to us. please allow enough time for the refund to be processed by your bank it may take up to 14 days to enter your account.

We cannot cover the cost of shipping a return

We are not able to cover the cost of shipping for a returned item unless it arrived damaged upon delivery. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return. We strongly advise that you hold onto your proof of postage as we are not responsible in case your return is lost in transit, in this case you would need to take this matter to your courier.

Missing order

We are so sorry that you haven't received your order. If your order has been processed and shipped but our delivery partner has failed to deliver your order it is likely to have been lost in transit. If your order has been marked as delivered and you haven't received it your order could be deemed as lost. If this is the case please contact a member of the team at customerservice@naomisade.com, once we have reviewed your issue and believe it be lost we will raise a case with the courier service. Please allow up to 30 days once the issue has been raised with the courier service to reach an outcome of your investigation. During the claims process we will be unable to exchange or issue a refund. Once a claim has been concluded we will only be able to take action based on the outcome of the claim. The outcome of the claim is a final decision and cannot be overridden.

Offers and discounts

Please note that If you received a promotional discount your refund will equate to that of the amount paid using the discount, you will not receive full value. When exchanging an item the remaining balance must be paid to cover the price difference of the item. If the exchanged product is less the remaining balance will be returned to you via your original method of payment.

Didn’t find the answer you were looking for?

If we were unable to answer your query related to shipping and returns please email us at customerservice@naomisade.com stating your query in the subject line and a member of the team will respond to your query within 48 hours.