Terms and Conditions

Customer Service

In order to provide you with the best possible service, we welcome any questions, comments and suggestions about our products and services. The best way to contact us is by e-mail and we aim to answer all enquiries on the same day they are received.

Full address and contact details are:

Lucy Rose
8 Orchard Close
The Lea
United Kingdom

Telephone: 01989 750354     

E-mail: customer@lucyrose.biz

Privacy Policy

Lucy Rose respects your privacy and only collects the information necessary to facilitate the delivery of our products to our customers. All information is kept confidential and secured and we strictly adhere to the requirements of the data protection legislation in the UK. We may periodically send emails to our customers informing them of updates to our services or special offers etc. We do not share any information (including email addresses) with any third parties unless required to do so by law.


When browsing the internet and using online services, this sometimes involves placing small amounts of information on your web enabled device, this includes small files known as cookies. Cookies are small files that websites save to your computer which make the site work better for you.

These cookies aren’t used to identify you personally but they can remember activities and preferences chosen by you and your browser. You can manage cookies by controlling which cookies are saved or by deleting them, if you wish.

Cookies are used to improve services for you, for example:

  • Allows products to be added to basket, so that they are still there when you checkout.
  • Enabling a site to recognise your web enabled device so you don’t have to repeat information already given.
  • Recognising that you may already have username and password so you don’t need to enter this every time your requested.
  • Measuring how many people are using the site, so usability can be improved.


Lucy Rose purchases its products directly from authorised distributors, providing you with an extra guarantee of quality and assurance. Every care has been taken to ensure that all product descriptions and colours are as accurate as possible. Exact colour matches are not always possible because each computer displays colours in slightly different ways.

If for any reason a product that you order is out of stock, We will contact you to inform you of when it should arrive.

Order Confirmation

Once You place an order with Lucy Rose, You will receive written confirmation by e-mail or post that your order has been received and it is being processed.



Standard - Free when you spend £15 or more in any one order and will be sent via Royal Mail 2nd Class Post. If the order is under £15 the standard postage charge of £2.10 will apply. Delivered in 2-3 days.

Premium - £2.75 and will be sent via Royal Mail 1st Class Post. Delivered in 1-2 days.

Next Day Guaranteed  - £7.95 for orders under £50, £9.95 for orders £50 - £100, £14.95 for orders over £100.

Please note: Cut off time for next day service is 2pm, Service only available Monday  -Thursday (we do not offer Saturday Guaranteed Service).


Standard - £5.95 for all orders under £100 and are sent via Royal Mail 1st Class Airmail. Delivered 5-7 Days.

You can add the secure priority signed for option for an additional £4.

Free Shipping for all orders over £100 and are sent via Royal Mail Signed For Airmail.

Please Note: If your order exceeds 2kg in weight (most parcels are less than this) then we will need to contact you with an additional postage quote as your order would need to be sent in more than one parcel as 2kg is the maximum weight that can be sent via Airmail. 

Restrictions:  Unfortunately due to new postal regulations we can no longer ship the following products outside of the UK via the normal airmail service : Evian Facial Spray, Zoya & Sparitual Nail Polish. 

There is a courier service available which takes 3-4 days. The cost for this is appx £25, please e-mail info@lucyrose.biz for more information. 

REST OF THE WORLD (excluding North America & Canada): 

£8.95 for all orders (10.95 Priority Signed & Tracked)  - Delivered 7-10 Days.



Please Note: If your order exceeds 2kg in weight (most parcels are less than this) then we will need to contact you with an additional postage quote as your order would need to be sent in more than one parcel as 2kg is the maximum weight that can be sent via Airmail.

Restrictions:  Unfortunately due to new postal regulations we can no longer ship the following products outside of the UK via the normal airmail service : Evian Facial Spray, Zoya & Sparitual Nail Polish. 

There is a courier service available which takes 3-4 days. The cost for this is appx £25, please e-mail info@lucyrose.biz for more information.

Order Processing

Orders are normally dispatched within 24 hours and no later than 48 hours. We dispatch Monday to Friday, so any orders placed on a non working day will be dispatched on the next working day. 

Order Dispatch

In most cases UK orders will arrive within 2-3 days (EU orders 7 days, Rest of World orders 10 Days), however as per Royal Mail guidelines, please allow up to 15 days for delivery (21 Days for EU, 28 Days for Rest of World) as after that the Royal Mail will class the parcel as lost. Also in the case of late parcel enquiries, please ensure you have checked at your local sorting office first as Royal Mail will hold your parcel there for 18 days if there was no one available for delivery. Please ensure you notify us of any orders which are not received within 35 days, otherwise we will not be able to process a claim. Once we have received notification of non-delivery and the required waiting time has passed, we will re-send your parcel and start an investigation with Royal Mail. If you require a refund for a missing parcel then we will send you a refund claim form which will require you to sign that the parcel did not arrive as this will form part of the Royal Mail investigation. Once we have received the signed form we can process the refund immediately.

Any damages or delivery exceptions must be notified to us within 48 hours of delivery.

Shipping Address

The method and address for delivery shall be specified in your order. You may wish to give us an alternative delivery address (work address), if you will not be at your home address during normal office hours. Please ensure we have the full address including your full postal code and a contact telephone number.

If you are using paypal as a payment method, please ensure that you have updated your paypal account to your most recent address, as we cannot be held responsible if your order is dispatched to a previous address.


If your order/parcel will fit through your letterbox or you have a parcel box then your local postman will deliver as normal. if your item is too big to leave or post or requires a signature (orders over £70 are sent signed for), then they will leave you a sorry you were out card and your parcel will then be held at your local sorting/post office for 18 days. In some cases the sorry you were out card may not be left, so please always check with your local postal office if you think your parcel is delayed or lost.

If Royal Mail have tried to deliver a parcel in the UK and it is then returned to us after the 18 days holding period as not called for we will charge a re-delivery fee of £1.95 or refund your order payment minus the £1.95 postage cost.

Incorrect Address

If we have not dispatched your order, we can amend your delivery address.If you have entered an incorrect address and your order has been dispatched we cannot be held responsible for non-delivery, any loss or damage to your items and we will not be able to replace your order. If your parcel is returned to us by Royal Mail then we will charge postage for re-delivery to the correct address.

Returns Policy

Items can only be returned if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and must be returned within 14 days of despatch at your own expense.

If you wish to return an item for a refund/exchange/credit, please fill in our short returns form and we will then send you your unique returns code. Once you have received this, please send the items back to the following address (we would advise wrapping items in the same or similar packaging in which you received them and choosing a signed for option as we cannot process the return until the item is received and Lucy Rose will not be liable for any lost return parcels or return postage costs.

Lucy Rose
PO BOX 136

Please include a copy of your invoice or order number along with the returns code we have issued you.

Once we have received your returned item, we will then process your refund, exchange or credit voucher within 48 hours and confirm this to you via e-mail.

Please note: If you have returned an order to us because you no longer wanted it or have changed your mind then we will not be able to refund any of the original postage costs.  If your order value after returning your items no longer qualifies for free shipping, delivery charges will be deducted from your refund. If you received a free gift and your order no longer qualifies, the free gift must be returned or its value will be deducted from your refund. If you have used a discount voucher and your order no longer qualifies, the voucher value will be deducted from your refund. Your statutory rights are not affected.

Distance Selling Regulations 2000


Under the Consumer Protection (Distance Selling) Regulations 2000 ('the Regulations'), UK customers have the right to cancel an order placed with us within 14 (fourteen) working days of receipt of the goods, This does not include items that have been personalised or made to your specifications; video recordings, food, personal cosmetics or other items that you have unsealed; or cost of carriage. The Regulations are designed to protect consumers when buying products by mail order or over the internet as opposed to in person in a shop.

For reasons of hygiene we are unable to offer refunds, replacements or exchanges on any opened or used goods unless the goods are found to be faulty. You have 30 days to notify of us of any damaged or faulty items.

To cancel an order under the Regulations you must notify us in writing by first-class post, fax, or e-mail, quoting your name, address and contact telephone number. Our Company Details and address for postal notification of cancellation, any written complaints, and for returning goods is:

Lucy Rose
Natural Cosmetics & Organic Skincare

Proprietor: Sarah Heenan

Postal Address:
8 Orchard Close, The Lea, Ross-on-Wye, Herefordshire, HR9 7LE

Our telephone number is: 01989 750354     

Our E-mail address is: customer@lucyrose.biz

The effect of the Regulations is to allow a UK customer to withdraw from the contract as if it had not been made. However, there are certain important conditions and limitations. Please read them carefully. These are:-

• Cancellation must be in writing, by first class post, fax, or e-mail. A telephone call is not sufficient.

• You must return the goods to us AT YOUR EXPENSE (including all packaging, product boxes, etc.). This means that you must not destroy or dispose of the packaging in which the goods are supplied until you know that you do not intend to return the goods.

• Lucy Rose will refund or replace products within 14 days of purchase (minus any original postage charges - see returns policy section), however please note you as the consumer has a duty to take reasonable care of the products throughout the cancellation period.

• If goods returned to us are found to be damaged, we will not refund any money. We will tell you this in writing by letter, fax, or e-mail. The goods will then be kept at our premises for 90 days from the date of that written notice, after which time we will dispose of them without any further notice to you. You may collect the goods from us before the expiry of the 90-day period, if you wish, or you may pay us to return them to you as long as you tell us in writing before the expiry of the 90-day period.


• We therefore recommend that you use the Royal Mail Special Delivery service to return goods to us. This service is available from any Post Office, and provides a guaranteed next working day delivery, with a signed receipt, plus insurance of up to £250, for a very reasonable cost.

Please contact us to discuss a return BEFORE you send anything to us.
These conditions do not affect your statutory rights.


Any dispute to be governed by English Law.

We meet our obligations under the consumer protection laws currently in force, including:

The Consumer Protection (Distance Selling) Regulations 2000.
The Consumer Protection Act 1987.
The Data Protection Act 1998.
The Sale of Goods Act 1979.
The Supply of Goods and Services Act 1982.
The Consumer Credit Act 1974.
The Trade Descriptions Act 1968.
The Unfair Contract Terms Act 1977 and the 1999 Regulations.

Website Disclaimer

This website should only be used for information purposes. Lucy Rose shall not be liable for any damage or loss that may be incurred by the use of any of the information contained or advice given in this site. Lucy Rose is not responsible for the accuracy of information contained within this site.
Every effort has been taken to ensure that the information contained within this site is correct and up to date. However, it should be noted that the information could become incomplete, inaccurate or out of date. We reserve the right to change, amend or update information at our discretion. Based on this if you have any sensitivities to certain ingredients etc, please ensure you check the product ingredients lists once you have received the item to ensure you have chosen the most suitable product.


This website may contain links to other websites operated by parties other than Lucy Rose. Such links are provided for your convenience only. Lucy Rose does not control such websites and is not responsible for their contents. Lucy Rose’s inclusion of links does not imply any endorsement of the material on such websites or any association with their operators. All links made to such other sites are made at your own risk and we accept no responsibility for any linked sites.

Statutory rights

Nothing contained in these Terms and Conditions of Sale affects or will affect the statutory rights of the Customer or the Recipient in relation to the quality, fitness or description of the goods supplied.