Shipping policy

1. Shipping Locations

We currently ship within the United Kingdom only.

We do not offer international shipping at this time.

2. Order Processing Time

  • All orders are processed within 3 business days (Monday to Friday, excluding public holidays).

  • Orders placed on weekends or public holidays will be processed on the next business day.

  • During peak periods, processing times may be slightly extended.

Once your order has been dispatched, you will receive a confirmation email with tracking information (where available).

3. Shipping Method

All UK orders are shipped exclusively via
Royal Mail

Delivery timeframes depend on the service selected at checkout and Royal Mail processing times.

Please note that delivery times are estimates and are not guaranteed.

4. Shipping Costs

Shipping fees are calculated at checkout based on the selected delivery service.

Any promotional shipping offers are subject to change without notice.

5. Delays & Lost Packages

Onsen Beauty is not responsible for delays caused by:

  • Postal service disruptions

  • Weather conditions

  • Incorrect shipping information provided by the customer

  • Circumstances beyond our reasonable control

If your parcel appears delayed, please:

  1. Check your tracking information.

  2. Contact Royal Mail directly.

  3. If the issue remains unresolved, email us at info@onsen.beauty and we will do our best to assist.

6. Incorrect Address Information

Customers are responsible for ensuring their shipping details are accurate at checkout.

If an incorrect address is provided:

  • We cannot guarantee successful delivery.

  • Additional shipping charges may apply for re-dispatch.

7. Damaged Items in Transit

If your order arrives damaged, please contact us within 48 hours of delivery at:

📧 info@onsen.beauty

Include your order number and clear photographs of the damaged item and packaging. We will review the issue and provide an appropriate resolution in accordance with applicable consumer protection laws.