SHIPPING & DELIVERY

Where We Deliver

We currently deliver to addresses within the United Kingdom only.

Order Processing & Dispatch

Orders placed by 2:30pm Monday to Friday will be dispatched on the same working day.

Orders placed after 2:30pm, or on weekends and bank holidays, will be dispatched on the next working day.

During particularly busy periods, such as Black Friday and the run-up to Christmas, orders may take up to 48 hours to be processed and dispatched.

Please note that we do not process or dispatch orders on weekends or bank holidays.

Delivery Options & Costs

Our delivery services are provided by Royal Mail.

Express – Royal Mail Tracked 24 (aims to deliver within 1–2 working days after dispatch) – £4.99

Standard – Royal Mail Tracked 48 (aims to deliver within 2–3 working days after dispatch) – £3.99

Free Delivery – Royal Mail Tracked 48 (aims to deliver within 2–3 working days after dispatch) on orders over £50, after any discounts have been applied.

Please note that all delivery times are estimates provided by Royal Mail and are not guaranteed.

Signature on Delivery

For additional delivery security, the following orders require a signature on delivery:

First orders over £120.
All orders over £150, regardless of whether you've ordered from us before.

Tracking Your Order

Once your order has been dispatched, you'll receive a dispatch confirmation email from Royal Mail containing your tracking information.

You can use the tracking link provided to follow your parcel's progress and view the latest delivery updates.

Please note that customers are responsible for monitoring their parcel tracking after dispatch and keeping their delivery preferences and options up to date with Royal Mail. If any delivery issues arise, please contact us promptly.

Split & Combined Deliveries

Depending on the size and availability of your items, your order may occasionally be sent in more than one parcel. If this happens, you'll receive the relevant dispatch notifications and tracking details for each shipment.

If you place more than one order with us, we may be able to send your purchases together in a single parcel, provided they are going to the same delivery address and haven't already been prepared for dispatch. Combining orders helps us reduce unnecessary packaging and minimise waste.

If you'd like us to combine separate orders, please contact us as soon as possible after placing them. Although we'll do our best to accommodate requests, we're unable to guarantee this once an order has entered processing or packing.

Please note that combining orders does not automatically mean that delivery charges will be refunded. If we're able to combine your orders before dispatch, we may, at our discretion, adjust or refund any applicable delivery charges.

Delivery Delays

Although we aim to dispatch orders within the stated timeframes, occasional delays may occur due to circumstances outside our control, including Royal Mail service disruptions, adverse weather conditions and busy seasonal periods.

Royal Mail delivery estimates are not guaranteed. Once your order has been dispatched, delivery is handled by Royal Mail, and we rely on their tracking updates and investigations when dealing with delivery issues.

If your parcel is delayed, please contact us and we'll do our best to assist.

Missing or Undelivered Orders

If your order has not arrived within the expected delivery timeframe, please contact us as soon as possible. We ask that non-delivery is reported within 7 days of the expected delivery date so that we can investigate with Royal Mail.

We'll review the tracking information and raise an enquiry with Royal Mail where necessary. Investigation timescales can vary, and we'll keep you updated throughout the process. Where an order is confirmed as lost by Royal Mail or cannot be located, we'll aim to arrange a replacement in the first instance, where appropriate.

Delivered but Not Received

If Royal Mail tracking shows your parcel as delivered but you haven't received it, please check:

Your nominated Safeplace.
With household members or anyone who may have accepted the parcel.
With neighbours
Any delivery location indicated in your Royal Mail tracking information.

If you still cannot locate your parcel, please contact us within 3 days of the delivery date so we can investigate with Royal Mail.

Royal Mail investigation timescales can vary, and we'll keep you updated throughout the process. Once the investigation has concluded, we'll advise you of the next steps, which may include arranging a replacement in the first instance, where appropriate.

Communal Areas & Shared Entrances

For properties with shared entrances, such as flats and apartment buildings, Royal Mail may deliver parcels to a communal entrance, lobby or designated parcel area where access to individual flats is restricted or unavailable.

Please check any communal delivery areas within your building and, where possible, ask household members, neighbours or building reception whether they have accepted or moved your parcel.

If you still cannot locate your parcel, please contact us so we can review the delivery information and investigate with Royal Mail.

Safeplace & Unattended Deliveries

If no one is available to receive your parcel, Royal Mail may choose to leave it in a location at the delivery address that the delivery person considers suitable. This may include a secure porch, shed or other sheltered area.

Customers can manage their delivery preferences directly through the Royal Mail app, including specifying a preferred Safeplace or choosing not to have parcels left in a Safeplace.

If your tracking shows that your parcel has been left in a Safeplace but you cannot locate it, please check the specified location carefully and contact us within 3 days of the delivery date.

We'll review the tracking information and raise an enquiry with Royal Mail where necessary. Investigation timescales can vary, and we'll keep you updated throughout the process. Once the investigation has concluded, we'll advise you of the next steps, which may include arranging a replacement in the first instance, where appropriate.

Nominated Safeplaces

Where you have specifically nominated a Safeplace through Royal Mail, you are authorising the delivery driver to leave your parcel in that location if you are unavailable to receive it.

Once Royal Mail has confirmed that your parcel has been delivered to your nominated Safeplace in accordance with your instructions, delivery will be considered complete. Responsibility for the parcel then passes to you.

Curl Care cannot accept responsibility for parcels that are subsequently lost, stolen or go missing after being correctly delivered to a customer-nominated Safeplace.

Missed Delivery & Redelivery

If Royal Mail is unable to deliver your parcel, they may leave a calling card or update your tracking information with details of the missed delivery.

You can use the tracking link provided in your dispatch email to check the delivery status and view the available options. Depending on the circumstances, Royal Mail may offer redelivery to your address, delivery to a nominated Safeplace or collection from a local delivery office or Post Office.

Please follow the instructions provided by Royal Mail to arrange redelivery or collection. We recommend keeping an eye on your tracking information so you don't miss any further delivery updates.

Damaged or Incorrect Deliveries

Please inspect your order as soon as it arrives.

If your parcel arrives damaged, or you receive an incorrect item or find something missing from your order, please contact us within 3 days of the delivery date.

We have procedures in place to help ensure every order is carefully checked before dispatch. However, if something isn't quite right, we'll be happy to investigate.

To help us look into the issue, please email info@curlcare.uk with photographs of:

The outer packaging, where applicable.
Any damage or leaks.
The items received, including any incorrect items.

Photographs are required to enable us to investigate the issue with Royal Mail, check our order fulfilment records and determine the appropriate resolution. Without photographs, we're unable to carry out a full investigation into the issue.

Once we've reviewed the information, we'll advise you of the next steps.

Changing Your Delivery Address

Please check your delivery address carefully before completing your order, as an incorrect or incomplete address may result in delivery delays or your parcel being returned to us. Delivery addresses may be entered manually or automatically populated using address suggestions or autofill features at checkout.

It is your responsibility to check that all delivery details are correct and complete before submitting your order, including any information automatically filled in at checkout.

Your submitted delivery address can be found in your order confirmation email. We strongly recommend reviewing these details as soon as you receive your confirmation. If you notice any errors or need to make changes, please contact us as soon as possible so we can advise whether an amendment can be made.

Please note that we may be unable to amend the delivery address on first-time orders due to fraud prevention measures. Once an order has been dispatched, we're unable to change the delivery address.

Curl Care cannot accept responsibility for delivery issues arising from incorrect or incomplete address details supplied at checkout, including errors resulting from address autofill or address suggestion features.

Returned to Sender

If your parcel cannot be delivered and is returned to us due to an incorrect, incomplete or undeliverable address provided at checkout, the following applies:

We cannot arrange for the order to be resent until the parcel has been safely returned to us.
If you request a refund, we'll review the order once the parcel has been returned. Any refund of the original delivery charge will be assessed in accordance with the circumstances and your statutory rights.
If you would like the order resent, an additional delivery charge may apply.
Additional delivery charges may also apply where the original order qualified for free delivery.

Please ensure your delivery address is correct when placing your order. We strongly recommend checking your order confirmation email and contacting us as soon as possible if you notice any errors.

Unfortunately, we're unable to amend the delivery address or arrange for an order to be resent while it is in transit.

If you require your items urgently, we recommend placing a new order using the correct delivery address.

If your parcel is returned for any other reason, we'll review the circumstances and resolve the issue in accordance with our Returns & Refunds Policy and your statutory rights.

Replacements & Refunds

All claims relating to missing, undelivered, damaged or incorrect orders are subject to investigation. This may include reviewing delivery tracking information, contacting Royal Mail, checking photographs provided and reviewing our internal order fulfilment records.

Once we've reviewed the available information and completed our investigation, we'll determine the appropriate resolution in accordance with the circumstances and your statutory rights.

Where appropriate, our preferred resolution will be to arrange a replacement in the first instance. If a replacement is not suitable or available, a refund may be considered.

Please note that we are unable to confirm or arrange a replacement or refund until we've had an opportunity to review and investigate the reported issue, subject always to your statutory rights.

Refunds & Original Delivery Costs

If you cancel your entire order within the statutory cancellation period, we will refund the original standard delivery charge alongside the cost of the returned items.

If you return only part of your order, the original delivery charge will not be refunded, as the delivery service has already been provided and part of your order is being kept.

If you selected an enhanced or express delivery option, we are only required to refund the cost of our standard delivery service. Any additional amount paid for an upgraded delivery service will not be refunded.

Orders Qualifying for Free Delivery

If your order qualified for free delivery and you cancel your entire order, no delivery charge is due to be refunded, as no delivery costs were paid.

If you return only part of your order and the remaining value falls below the qualifying threshold for free delivery, we reserve the right to deduct the standard delivery charge that would have applied to your order from your refund.

This does not affect your statutory rights.

Packaging

We take care when packing every order to help ensure your products arrive safely and in good condition.

Packaging materials are selected based on the size, weight and nature of the items being shipped to provide suitable protection during transit. Where possible, we aim to use recyclable or reusable packaging materials and minimise unnecessary packaging.

We may occasionally reuse suitable packaging materials to help reduce waste. This does not affect the care taken to prepare or protect your order.

We use biodegradable packing peanuts in pink (or white) to help protect your order during transit. Made from starch, they are 100% biodegradable and compostable, providing an environmentally friendly alternative to traditional plastic and polystyrene packing materials.

Our packing peanuts can be reused, added to home compost or dissolved in water.

Please recycle or reuse packaging wherever possible once you've received your delivery.

Contact Us

If you have any questions about your delivery or need assistance with an order, please contact us:

Email: info@curlcare.uk

Policy & Terms

This Shipping & Delivery Policy forms part of the Terms & Conditions of Curl Care Limited. By placing an order with us, you acknowledge and agree to the terms outlined in this policy.

We reserve the right to update or amend this policy from time to time. Any changes will be published on this page, and we recommend reviewing the policy before placing an order.

All orders are processed and dispatched from the United Kingdom. All prices are displayed and payments are processed in Pounds Sterling (GBP £). All prices displayed on our website are inclusive of VAT, where applicable.

Nothing in this policy affects your statutory rights as a consumer under UK law.

Last updated: November 2026