Where do you deliver? 

UK (including Isle of Man, Guernsey and Jersey) has three options: 

  • Standard | Royal Mail 48 (2-5 working days) is £2.95 or FREE on orders over £50
  • Premium | Royal Mail 24 (2-3 working days) is £3.95
  • Express | DPD Next Working Day (order by 2pm Monday to Friday) is £5.95

There is likely to be longer delivery times than normal during peak seasons and when there is any industrial strike action taken by Royal Mail.

EU shipping is now available and orders are shipped from our warehouse located in the EU. If you're based in the EU, you will not pay any additional taxes, customs or duties. We use a local courier service for the following countries, and delivery takes 2-5 working days:

  • Zone 1 is £8: Austria, Belgium, Bulgaria, Croatia, Czechia, France, Germany, Hungary, Italy, Luxembourg, Netherlands, Poland, Romania, Slovakia, Slovenia, Spain
  • Zone 2 is £10: Denmark, Estonia, Latvia, Liechtenstein, Lithuania, Monaco, San Marino, Portugal
  • Zone 3 is £15: Ireland, Finland, Greece, Sweden
  • Zone 4 is £20: Switzerland
  • Zone 5 is £30: Norway

For Worldwide shipping, including USA, Canada and Australia, shipping is £25.99 and usually takes 7-10 working days. This is a fully tracked and signed service.

When will my order arrive?

We aim to ship all in-stock items within 24 hours of your order being placed, excluding weekends and public holidays in the UK. 

The majority of our orders are being delivered on time as normal; however, due to some Covid-19 related issues and staffing shortages, some carriers are experiencing isolated delays, meaning some orders may not be delivered within specified timescales.

Do you offer gift wrapping or a gift receipt?

Each order comes with complimentary tissue paper and you can include a personalised note with your order by adding a message in the box provided on the cart page, before checkout. There is no receipt or delivery slip with the order.

Can items in my order be sent to different addresses?

Each order can only be delivered to one address. The easiest way to send multiple products to different addresses is by placing separate orders for each.

Can I cancel or amend my order after I've placed it?

Our team works fast to prepare and send your order as quickly as possible, which means we cannot make any changes to an order once it has been placed. Please double check all your details before placing an order. 

Can I track my order?

You'll receive an email to acknowledge receipt of your order and a shipping confirmation email. Royal Mail orders come with a general tracking number which may not update the package location until the delivery date. DPD Next Working Day Delivery and international orders come with end to end tracking. We recommend that you follow the tracking information in the shipping confirmation email so that you're at home to receive your parcel and it's not returned to us.

Do I pay customs and taxes?

For international orders, you are responsible for all taxes, duties and processing costs. If you decide not to pay any of these taxes, customs or duties, we are not able to refund or cancel your order. The courier service will not return goods to us if you do not pay these charges and so we will not be able to refund you. If you have any questions about what taxes or duties might be charged, we recommend checking with your local courier or postal service before you place your order. 

What happens if my parcel doesn't arrive?

If you experience your parcel going missing, please contact us and we will attempt to track down the parcel. Unfortunately, we cannot be responsible for lost or stolen parcels where the parcel has been registered as delivered, which includes notification of re-delivery or collection. If a parcel is returned to us, payment for a second delivery attempt may be charged. We are unable to deliver to PO Boxes.

Can I return my order?

We hope you love your plant-powered purchase, but if a product you have ordered is damaged, please let us know immediately and within 15 days of purchase at the latest. We will gladly offer a full refund or replacement. Please quote your name and order number when emailing hello@bysarahlondon.com providing details of the damage, including any photos. Once the item has been returned, a refund usually takes 3 to 5 business days to be credited back to your credit card or original payment method, or a replacement is sent free of charge. We can only refund shipping costs on products that are damaged.

Results vary from person to person and we cannot accept returns as a result of any skin conditions or reactions. We are always happy to help if you have any questions before and after purchase, and recommend reading the full ingredient list, suitability and how to use information first.

What is your customer service like?

Customer service is very important to us. In recognition of the number and quality of 5 star reviews that we receive from genuine customers, we have been awarded the Feefo Platinum Trusted Service Award 2022. Read more about our reviews.

Can I contact you directly?

    Absolutely! We love speaking to our customers and are always happy to help. You can contact us directly by sending an email to hello@bysarahlondon.com and we'll get back to you