COOL STORY Glossy Eyeliner Gel Pencil – 12-Color Waterproof, Smudge-Proof, Glitter & Matte Finish

1. Overview

Thank you for shopping with British Vita.
We proudly provide fast, reliable, and completely free delivery across the United Kingdom.
This policy explains how we handle order processing, delivery timeframes, and shipping terms for all UK-based purchases.

British Vita is a UK-registered business. Some products may be fulfilled through our international logistics and warehouse network to ensure product availability and efficient distribution. However, all orders are delivered to customers within the United Kingdom only.

2. Shipping Coverage

We currently ship exclusively within the United Kingdom, including:

• England
• Scotland
• Wales
• Northern Ireland

Deliveries are available for residential and business addresses, as well as P.O. Boxes.
We do not offer international shipping at this time.

3. Free UK Shipping

All orders include free standard shipping with no minimum spend required.
No additional courier, handling, or service fees apply.

4. Processing Time

Orders are processed within 2–3 business days (Monday–Friday) after payment confirmation.

You will receive:

• an Order Confirmation Email once your purchase is placed
• a Shipping Confirmation Email with tracking details after dispatch

During peak seasons (holidays, promotions), processing may extend up to 5 business days.

5. Estimated Delivery Times

We work with trusted UK courier partners, including Royal Mail, Evri, DPD, and Parcelforce.

While most parcels arrive promptly, British Vita cannot guarantee exact delivery dates due to courier or weather-related factors.

6. Tracking Your Order

Once dispatched, you will receive an email with your tracking number and courier information.
Use the tracking link to monitor your delivery status.

If you have not received tracking details within 5 business days, please contact us:
📧 britishvita.uk@gmail.com

7. Delays and Delivery Issues

Delivery delays may occur due to:

• severe weather
• courier network disruptions
• seasonal congestion

If your parcel has not arrived within 10 business days after dispatch, please contact our customer support team.

8. Incorrect Addresses or Failed Deliveries

Please ensure that the shipping address provided is complete and accurate.
Parcels returned due to incorrect addresses may require additional time for redelivery.

If a package is returned to our warehouse, we will contact you to arrange redelivery.

9. Damaged or Missing Packages

If your parcel arrives damaged or items are missing, please notify us within 48 hours:

📧 britishvita.uk@gmail.com

Please include:

• your order number
• a description of the issue
• photos (if applicable)

We will resolve the issue as quickly as possible.

10. Contact Us

British Vita – Customer Service
📍 82 A James Carter Road, Mildenhall, Bury Saint Edmunds, IP28 7DE, United Kingdom
✉️ britishvita.uk@gmail.com

Return Window

We offer a 30-day return policy. This means you have 30 days after receiving your order to request a return, even if the issue is caused by the seller.

Eligibility

To be eligible for a return, your item must be unused, unopened, and in its original packaging. The safety seal on supplement products must remain intact for hygiene reasons. Proof of purchase is required.

We do not accept returns for opened products, used items, or products damaged by customer handling. Only sealed and unused products that arrive undamaged qualify for return.

Damages and Issues

Please inspect your order upon delivery and contact us immediately at britishvita.uk@gmail.com if your item arrives damaged, defective, incorrect, or expired. We will resolve the issue promptly.

Customer-caused damage, opened items, or improperly stored items cannot be returned or refunded.

How to Start a Return

To initiate a return, contact us at britishvita.uk@gmail.com. Once your request is approved, you will receive a Return Authorisation (RMA), instructions, and—where applicable—a prepaid return label.

Returns sent without prior approval will not be accepted.

Return Address (Product Returns)

British Vita – Returns Department
6 Shea Way, Newark
DE 19713, United States

Important: Our products are fulfilled through our international logistics and warehouse network in the United States. Although British Vita is a UK-registered business, approved product returns must be sent to our designated returns warehouse in the United States for inspection, processing, and refund handling.

Products are distributed to customers in the United Kingdom through this fulfilment network. For this reason, the returns address may be located in a different country from our registered company address.

Company Location (Not a Return Address)

British Vita – Headquarters
82 A James Carter Road
Mildenhall, Bury Saint Edmunds
IP28 7DE, United Kingdom

Please note: This is our registered company and administrative address only. Returns cannot be accepted at this location. All approved returns must be sent to the official returns address listed above.

Exceptions / Non-Returnable Items

The following items cannot be returned:

• Opened or unsealed supplement products
• Items damaged by customer use or mishandling
• Perishable or food items
• Custom or personalised goods
• Gift cards
• Hazardous or flammable materials
• Sale or clearance items

Exchanges

For exchanges, please return the original item first. Once your return is accepted, you may place a new order for the replacement product.

European Union 14-Day Cooling-Off Period

If your order is delivered to an EU country, you have 14 days to cancel or return it for any reason. Items must remain unused, unopened, and in their original packaging.

Refunds

Once your return is received and inspected, we will notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days.

Please allow additional time for your bank or card issuer to finalise the refund. If 15 business days pass after approval and you still have not received your refund, contact us at britishvita.uk@gmail.com.

Estimated Delivery Times

We work with trusted UK courier partners, including Royal Mail, Evri, DPD, and Parcelforce.

While most packages arrive promptly, British Vita cannot guarantee exact delivery dates due to factors outside our control, including weather conditions, strikes, customs processing, or courier delays.