Shipping policy
All Sim Luxx Products and Services Are Applied To These Terms
By purchasing on our website you agree to these terms of shipment.
Please allow three to five business days for your order to process, this is to process and pack your order. Shipping times vary on the chosen delivery option, please see below.
Delivery Options
All of your delivery options are shown at checkout. The times that you see on the checkout page are guide time frames and are not exact delivery dates. All of our shipping providers offer economy and express services worldwide. All shipments from Sim Luxx are with a tracking number.
All of the shipment prices you see via your cart is a live shipment rates, these fluctuate according to the third party shipment carriers pricing. Sim Luxx do not set the shipping price, or do we inflate the shipment price.
We ship worldwide, but if your order is shipped outside of the United Kingdom, you will be subject to your local taxes and duties by your local rates. Your local customs collect these taxes.
We cannot always guarantee delivery within the stated time frame due to the courier experiencing unexpected delays.
Order Arrival
You can check the estimated shipping time for your order at the time of checkout. When your order leaves our warehouse, you’ll receive an email with a tracking number – you can use this to follow your order’s journey to your door. We work with international shipping partners to get your order to you as soon as possible, but delivery times vary depending on where your order is going to. We cannot be responsible for any delays due to carrier delays in shipping.
Collections
We currently are not offering the option for collection of your order.
Cancelling Your Order
Before Dispatch
If you want to cancel your order before the product is dispatched, please get in touch with our customer services team via email at hello@jmdbeauty.com, quoting your order number. If your order has not yet left our warehouse, we can cancel the order and issue a refund once confirmed.
What happens if my order has already been dispatched?
As we aim to dispatch items as quickly as possible, they may already be coming to you. If this is the case, please message the customer service team at info@simluxx.com, and we can confirm this and help you with your options.
Failed Deliveries
If you are away from the delivery address and a neighbour cannot sign for your delivery, our chosen courier will contact you or leave a card with details of arranging a re-delivery or collection from the local depot. It is the purchaser's responsibility to check their tracking for any customs or delivery changes. This may include your item only being available for pickup at your local depot. Some (outside UK) couriers will not contact you if you are not available when they are delivering, it is the responsibility of the purchaser to keep updated with their tracking to see if there has been delivery attempts.
Returned items will be added back into our stock (should it be sealed and not used, our quality control team monitors this). If your order is shipped back due to us, there is a GBP 3.00 admin fee, and you will be refunded your total order amount minus your shipment cost and the admin fee.
Incorrect Delivery Details
Sim Luxx cannot be held responsible if a customer inputs any incorrect address details on their order, which causes the item to be delivered incorrectly. The customer assumes full responsibility for all delivery details supplied at the point of order. Returned items will be added back into our stock (should it be sealed and not used, our quality control team monitors this). If your order is shipped back due to us, there is a GBP 3.00 admin fee, and you will be refunded your total order amount minus your shipment cost and the admin fee.
If you have entered incorrect delivery details after placing an order, please get in touch with our customer service team via email, info@simluxx.com or calling us +44 20832 38830.
Please get in touch with us if any of your questions are not listed above.
Pre-Orders
Pre Orders will be dispatched to the best of our ability by the date we have told you, this will be via email or visible on the product page. Sometimes the date for dispatch may change due to delays with incoming products/stock. We have the right to change the dispatch date at any time during pre-order.
Delivery Times
Delivery times are not guaranteed. If your order is being shipped to the UK, the delivery is 1-2 days. If your order is being shipped outside the UK, it can take up to 17 working days to receive your parcel. We have found that it is usually faster than this, but customs can delay the shipping. We cannot be responsible for any delays due to customs or delays in transit.
Refusing Delivery
If you refuse delivery, your carrier will return your item and ship it back to us. If you do not want them to return the item to us, you need to contact the carrier immediately and tell them you want to re-arrange delivery.
If your order is shipped back due to refusing delivery, there is a GBP 3.00 admin fee, and you will be refunded your total order amount minus your shipment cost and the admin fee.
Customs
When purchasing products or services from Sim Luxx, you confirm that you will be responsible for the customs import and taxes (if outside the UK). If you fail to respond/pay the customs fees and your item is returned, you will be refunded your product total minus the shipment cost and a 3.00GBP admin fee for processing the package. The customs payments/correspondence with local authorities is the responsibility of the customer purchasing from Sim Luxx. So please look into your local import duty rates before purchasing.
This same policy applies for tariffs, you as the customer are responsible for all tariff charges.
If you are shipped a replacement product, Sim Luxx cannot be responsible for the customs amount you are charged. We clarify on the package that your item is a re-shipment with the relevant HS code for import, but customs may still charge you. You will need to apply for a refund with your relevant local authority to get this money back.