Shipping & Returns

Shipping times

United Kingdom

  • Royal Mail Tracked (2-3 business days) - FREE for orders over £45 or £2.99 below £45
  • Next Day (when ordered before 12pm Mon-Fri) - £4.99 

USA

Royal Mail Tracked (4-8 business days) - FREE for orders over $58 or $6.49 below $58


There are no custom fees and duties for USA.
Canada

Royal Mail Tracked (4-8 business days) - FREE for orders over $78 CAD or $9 below $78 CAD


Please note that customers are responsible for any applicable taxes and duties associated with their purchase. These charges may vary based on the destination country and local customs regulations.
Europe

Fedex Tracked (4-8 business days) - FREE for orders over £60 or £4.99 below £60
Australia

Fedex Tracked (4-8 business days) - FREE for orders over $115 or $11.99 below £60

Shipping FAQs

Where do you ship from?

All orders are shipped from the U.K.

When will you ship my order?

We aim to have your order processed within 2 to 5 business days. It will then be dispatched, however, please allow extra time for your order to be processed during public holidays and busy periods.

Tax and duties

Please note that customers are responsible for any applicable taxes and duties associated with their purchase. These charges may vary based on the destination country and local customs regulations.


Any additional charges incurred for customs clearance, import duties, or taxes are the sole responsibility of the customer. These charges are separate from the product and shipping costs and are not included in the purchase price at checkout

Can I cancel or change my order?

Once you place an order on our website, our team begins processing it immediately to ensure swift delivery to our valued customers. Due to our commitment to delivering your order promptly, we are unable to accommodate cancellations or changes once the order has been placed. 

Shipping address errors, customs fees, and refunds

In the event of an incorrect delivery address leading to the return of a package or if you refuse to pay customs and tax fees, resulting in the return of the parcel, we will initiate a refund for your order. It's important to note that, in both cases, you will be refunded but the outgoing and returning shipping charges will be deducted from your refund total. 

Lost orders

If your order is confirmed as lost or facing delivery issues, we've got you covered. In such cases, our policy is to offer a complimentary resend of your items to ensure you receive the products you've ordered. While our primary solution for lost orders is a complimentary resend, we also offer the option of store credit. 

What is your returns policy?

If you would like to return your order, you may return it within 14 days from delivery. Please note that the customer is responsible for the return shipping costs and our returns centre is in the United Kingdom. 


To initiate a return, please email us at support@holygels.com with your order details and the reason for your return. Our customer support team will promptly assist you and provide you with the appropriate returns address. You have 14 days from the delivery date to return your product. If more than 14 days have passed since you received your order, unfortunately we can’t offer you a refund or exchange.

Please ensure that the returned item is in its original condition, unused, and in the original packaging. We kindly ask that you include a copy of your original order invoice along with the returned item.


Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by our team. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package. Our returns centre is in the United Kingdom.

We are unable to provide you with a full refund if the item is not in its original condition, is used or not sealed. A deduction of 15% will be applied to your refund in such cases.


To qualify for a complete refund, any complimentary mystery gifts or designs must be returned alongside the purchased items.

What is the process of returning an item?

Please email support@holygels.com with your reason for return and a team member will provide all the necessary information for you to return your product. Please note, our returns centre is in the United Kingdom.