Shipping policy

At Gentle Roots, we aim to make your delivery experience smooth and transparent.
All orders are packaged using eco-friendly materials, and our shipping costs are kept fair and reasonable.

If you have any questions, please contact us at hello@gentleroots.uk.

UK Shipping

  • Flat Rate: £2.50 for all UK orders.
  • Free Shipping: Orders over £39 (UK only).
  • Delivery Timeframe: 3–5 business days (delays may occur during holidays or peak periods).
  • Courier: Evri or Royal Mail for all UK deliveries.

International Shipping

We currently ship to Australia, USA, Canada, New Zealand, and Ireland.

  • Rates: Calculated at checkout based on order weight and destination.
  • Estimated Delivery Times:
  1. Australia: 10–20 business days
  2. USA: 7–10 business days
  3. Canada: 7–14 business days
  4. New Zealand: 10–20 business days
  5. Ireland: 5–10 business days
  • Couriers: Royal Mail International Tracked, DHL, UPS, Evri or FedEx.

Customs, Duties & Taxes

  • Orders are shipped from the UK and comply with UK cosmetic regulations.
  • Customers are responsible for all customs duties, import taxes, and handling fees charged by their country.
  • Fees are not included in product or shipping prices.
  • If unpaid customs fees cause a return, we will refund product cost only (minus shipping and any courier return charges).
  • Customs fees already paid to your local authority cannot be refunded.
  • Please check with your local customs office before ordering.

Lost or Delayed International Orders

  • Customs delays are beyond our control.
  • Lost packages will be investigated with the courier (may take up to 6 weeks).
  • Refunds/replacements are not issued for customs delays, but we will assist in tracking your package.

Shipping Restrictions

  • We cannot ship to PO Boxes, APO/FPO addresses, or countries outside our listed destinations.
  • Some products may be restricted for import; it is the buyer’s responsibility to check before ordering.
  • Gentle Roots is not liable for refunds or replacements if items are seized or destroyed by customs.

Tracking Your Order

  • Once dispatched, you’ll receive an email with a tracking number.
  • International tracking updates may vary depending on your local postal service.

Order Processing Time

  • Orders are processed within 2–3 business days before dispatch.
  • This processing time is not included in the estimated delivery timeframe.