Placing an Order 

You can place an order through our online store. In order to maintain accuracy, we prefer online orders. We can also accept orders over the phone or by email. If you need any assistance with an order or have any questions about a product, please email us at shop@indigo-donkey-361115.hostingersite.com

When do you Ship? 

All UK orders are sent using Royal Mail Tracked 24 Service, which aims for next day delivery.

Monday-Friday: Same Day Dispatch / 4pm cut off

Saturday: Same Day Dispatch / 11am cut off

Sunday & Public Holidays: Next working day

Please note NO SUNDAY delivery or despatch. For example if order is made after 11am Saturday order will be desptached Monday, and aim for Tuesday delivery.

Tracking your order

Tracking information is automatically sent to the email address provided at checkout by our delivery partners (Royal Mail or FedEx). These emails may occasionally land in your junk or spam folder, so please check there if you haven’t received updates.

Please note that Royal Mail and FedEx may use pre-set delivery preferences, such as nominated safe places or local collection points, based on the recipient’s existing account settings or previous delivery history. Once an order has been dispatched, Body and Brows has no control over, or ability to amend, these courier preferences or delivery routes. Customers are responsible for reviewing and updating their delivery settings directly with the courier before placing an order.

Delivery times provided are estimates only and are not guaranteed. We do not offer refunds for delayed items, as delays caused by couriers, customs, or external factors are outside of our control.

Back ordered Items

Products marked as ‘on back order’ are not in stock in our inventory. You will see items that are on back order clearly marked next to the “add to cart” button, and also in your cart before checkout. With back ordered products, you will have to wait longer than usual for delivery. You can email us for updates if required: shop@indigo-donkey-361115.hostingersite.com

If your order contains a back ordered product and other stocked items, they will arrive seperately.

For international orders, due to postage costs all items will be held until the backordered products are back in stock, unless otherwise requested.

Can I Cancel my order? 

We process and ship orders so fast that we cannot guarantee that and in many cases it’s just not possible, once they are sent they cannot be cancelled. Please email shop@indigo-donkey-361115.hostingersite.com and we will do our best to help you.

Do you Offer Trainer Discounts?

Yes, we do. We are trainers ourselves here at Body and Brows and we value all trainers. Please email us at shop@indigo-donkey-361115.hostingersite.com for more information on receiving a trainer discount. 

You are responsible for monitoring your shipment/tracking

If the package can not be delivered by the carrier, it maybe be taken to a local collection office, UPS, or FedEx Facility. Please use the tracking information provided and pick up your package in a timely manner or it may be returned to us. If the package is not picked up in a timely manner and is returned to us, you are responsible for the repayment of shipping the package back to you and any restocking fees.

Please be aware that International orders may change tracking information once they reach your local carrier.

Returns by Carrier

Packages returned by the carrier due to insufficient/wrong address, addressee unknown, package not claimed, customs issues or any other reason given it may take upto 30 days (maybe longer for international deliveries). When returned packages reach us, we will contact you to re-send or refund. If you do not respond within 30 days, we will automatically refund you for the order minus our 15% restocking and delivery fee. Refunds are only possible once the return reaches us.

Should you wish to have your order redelivered, there will be a re-delivery fee payable.

My Tracking says my Packaged Delivered but I didn’t get it? 

If your tracking is marked as “delivered” but you haven’t received your order, there are several steps you can take. First, check your delivery address and any neighbours/safe places where the courier might have left the parcel. If you still can’t find it, contact us directly to so that we can report the issue to our couriers and request a proof of delivery, which may include a photo or signature. If after investigation our couriers are unable to locate the parcel we will arrange a refund or redelivery.

Packages That Are Lost, Stolen, Damaged or Missing Items

Once a package leaves Body and Brows and is with the carrier, Body and Brows is not responsible for lost, stolen or damaged packages or missing items. If your package has been lost, stolen, damaged or is missing items we will help you with this process to raise a claim with the carrier. If a customer requests for their parcel to be left in a “safe place”, Body and Brows will not be held responsible for any lost, stolen, or missing items.

In the event of a delayed or missing parcel, we kindly ask for your patience as we work to resolve the issue. Please note that all items are sent with tracking, and parcels still in transit are not considered lost. Deliveries may take longer for international orders and during peak delivery times.

Delayed parcels can not be investigated by our courier until 7 days after collection, and are not deemed lost by our courier until 30 days have passed since dispatch. At this point, we will raise an enquiry with our courier to locate the item. If the courier confirms the parcel has been lost, we will offer you the choice of a replacement or a full refund for your order.

I put the wrong address on my order

Don’t worry, it happens. If your package doesn’t make it to you, it will get sent back to us at Body and Brows (please see returns by carrier information). It is your responsibility to ensure we have the correct & full address, and email before you complete your purchase.

Refunds

We understand that sometimes things don’t go as planned. However, for safety reasons, all sales are final.

Most of our products are sealed, sterilised, or used in procedures where blood-borne pathogens may be present — therefore, we cannot accept returns or exchanges once items have been shipped.

Defective Product 

If you receive a defective or incorrect item, please email shop@indigo-donkey-361115.hostingersite.com within 14 days of delivery. Defective or incorrect Items for return must be unopened, unused, and in original packaging. We may request photos or the return of the item. In such cases, we’ll provide a prepaid return label and arrange a replacement.

Do not return any product without prior written approval. Any items returned without prior written approval will be returned to the customer at the customers expense.

Missing or Incorrect Product 

Sorry! Mistakes sometimes happen 😀

To ensure our shipping departments efficiency and quality control, we log every order before it leaves. We know how important it is for your order to arrive correctly. Nothing can be more frustrating so we have integrated this extra quality control step to ensure accuracy.

but, mistakes can still happen. Please email us at shop@indigo-donkey-361115.hostingersite.com within 72 hours of delivery. Please include your order number and name of product missing.

Exchanging a Product 

We understand sometimes you may order the wrong product by mistake or just simply have a change of mind; it happens. Unfortunately, due to the nature of our sterilized and sealed products, we only exchange or replace items if they are defective or damaged. Please read our Returns and Refund Policy at the top of the page.

Customs Notice

Please ensure that your country allows the import of your PMU supplies before placing an order. We cannot offer refunds or replacements for items that are delayed, held, or confiscated by customs. Items which to fail customs clearence or import payments will be refunded minus a 15% restocking fee once returned to us.