Shipping policy
Last updated: October 2026
This Shipping Policy explains delivery, dispatch, collection, parcel enquiries and related rights for physical skincare products purchased from HEXIE Beauty. It also clarifies why digital products and booked appointments are not physically posted.
For cancellations, refunds and returns, read the Return and Refund Policy. For appointment and collection-related client information, visit Client Care.
On this page
- Delivery area, carrier and charges
- Processing, dispatch and estimated arrival
- Address information, dispatch confirmation and tracking
- Free clinic collection, by prior arrangement only
- Missed, delayed, missing, damaged or incorrect deliveries
- Returns, refunds and legal delivery rights
- Digital delivery, appointments and contacting HEXIE Beauty
Delivery area, carrier and charges
HEXIE Beauty currently offers delivery of eligible physical skincare orders throughout the United Kingdom. Standard international delivery outside the UK is not offered at checkout. Availability may depend on the delivery address, destination restrictions, carrier services and the particular product.
Orders are normally sent through Royal Mail. A different appropriate delivery provider may be used where needed. The service selected can vary with parcel characteristics and destination; a particular Royal Mail service or guaranteed delivery date is not promised unless expressly stated at checkout.
Delivery prices are displayed at checkout, before payment is completed. They may vary by destination, parcel or selected available service. There is no separate physical shipping charge for purchases consisting solely of digital content.
Processing, dispatch and estimated arrival
After successful payment and order acceptance, skincare orders are usually dispatched within 0–2 working days. Working days ordinarily mean Monday to Friday, excluding UK bank holidays. Orders placed on a weekend or bank holiday normally begin processing on the next working day.
After dispatch, mainland UK delivery is estimated at 3–5 working days. This estimate starts after dispatch, not at the time of purchase. Delivery to Northern Ireland, Highlands, islands and some other UK destinations may take longer depending on Royal Mail operations and local conditions.
Dispatch may occasionally be delayed by stock availability, payment verification, exceptional order volumes, illness, transport disruption, adverse weather or other operational causes. If a significant problem becomes known, HEXIE Beauty will aim to notify the customer and propose an appropriate solution.
Delivery estimates are not guarantees, unless a specific date has been expressly agreed. Nothing in this policy reduces legal remedies for late or failed delivery; where no different time is agreed, the statutory default normally requires delivery within 30 days of the contract.
Address information, dispatch confirmation and tracking
Check your delivery name, postcode, address and any necessary access details before completing checkout. If you notice an error, contact HEXIE Beauty as soon as possible. A correction may be possible before dispatch, but it cannot be guaranteed once an order has entered the carrier network.
Dispatch confirmation may be sent electronically through the store's normal order communications. Tracking or a parcel reference will be provided where available for the chosen service. Not all services offer full end-to-end tracking, and carrier scans can take time to appear.
If a customer supplies an incorrect or materially incomplete address, additional reasonable delivery costs may arise where lawful and where the failure was not caused by HEXIE Beauty or its delivery arrangements. An incorrect address does not automatically remove all consumer rights.
Free clinic collection, by prior arrangement only
Eligible skincare products can be ordered and paid for online for collection without a shipping charge. After placing the order, the client must arrange a suitable collection time through HEXIE Beauty's authorised contact routes. A paid order does not automatically mean an immediate collection slot exists.
Collection is from the private London clinic at an agreed time and location. Walk-in collection is not available. The full collection details will be supplied following the arrangement. The company's registered office is not a collection location.
If a collection plan changes, please contact HEXIE Beauty in advance. Selecting collection does not remove applicable cancellation rights for eligible online goods purchases.
Missed, delayed, missing, damaged or incorrect deliveries
Missed delivery or returned parcel
If Royal Mail cannot deliver, it may make a further attempt, leave collection instructions or hold the parcel for the period indicated. Follow legitimate instructions from the carrier. If the parcel is returned because it was not collected or could not be delivered using the details provided, contact HEXIE Beauty to discuss next steps. Reasonable additional delivery costs may apply where permitted and not caused by our error.
Delayed or missing parcel
If the parcel has not arrived in the expected time, contact HEXIE Beauty with your order number. We may check dispatch details and raise an enquiry with Royal Mail. Where goods are lost before the risk has lawfully passed to the customer, HEXIE Beauty will provide the appropriate remedy, including replacement or refund where due.
Damaged or incorrect goods
If a product arrives damaged, leaks, is not as described or is not what you ordered, contact HEXIE Beauty as soon as reasonably possible. Where practical, keep the packaging and label and provide photographs. These help an investigation but do not replace or remove statutory rights. If HEXIE Beauty is legally responsible, appropriate reasonable return or replacement costs will be covered.
Risk and responsibility
Where HEXIE Beauty arranges the delivery, the risk of loss or damage generally remains with HEXIE Beauty until the consumer or their nominated recipient takes physical possession, subject to the relevant legal rules. Different rules may apply if you independently engage a carrier not offered by HEXIE Beauty.
Returns, refunds and legal delivery rights
Eligible change-of-mind returns, hygiene-sealed products, faulty goods, refund timing and return costs are explained in the Return and Refund Policy. The skincare returns address will be provided after an appropriate enquiry. Do not post returns to the clinic or registered office unless instructed.
If delivery does not take place in an agreed period or within the statutory period where none was agreed, consumers may have rights to request delivery within an appropriate additional period, cancel in qualifying circumstances or obtain a refund. Certain essential delivery deadlines may justify earlier cancellation under the law.
Our published delivery estimate does not override rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013.
Digital delivery, appointments and contacting HEXIE Beauty
Booked treatments and Clinic Consultations are services and are confirmed electronically rather than physically shipped. The London treatment location is communicated to confirmed clients.
The Skin Decoded Method™ is a digital and personalised experience. Following successful payment, eligible clients receive immediate access to the 14 educational video lessons through the private portal. Later stages and personalised resources follow the process described in the purchased Method. No Royal Mail delivery is involved for a digital-only purchase.
If your product has not arrived, your collection is not yet arranged or you need to report an incorrect order, For a new enquiry, use the website chat or the contact facility within Client Care, or send a private message to an official HEXIE Beauty social-media account. If you already have an established SMS or WhatsApp conversation with HEXIE Beauty, you may continue using it. Include your order reference when available. For the separate digital cancellation rules, consult the Return and Refund Policy.