Shipping policy

Shipping policy

Last Updated: 7 May 2026

This version of our Shipping Policy applies to customers located in the United Kingdom. Orders are shipped from our US fulfilment partner.

Thank you for choosing Olenis! We are committed to delivering your skincare products safely and keeping you informed every step of the way. Please review our shipping policy below.

1. Order Processing

All orders are processed within 1 business day (typically within 24 hours) of being placed.

Processing Details:

• Orders are processed Monday through Friday, excluding US federal holidays
• Orders placed after 5:00 PM PST are processed the next business day
• Orders placed on weekends or holidays are processed the following business day
• During peak periods (holidays, major promotions), processing may take up to 2 business days

Once your order is processed and shipped, you will receive a confirmation email with tracking information.

2. Shipping Timeframes

We ship from our US fulfilment partner to bring you premium skincare products at competitive prices. As a result, transit times to the United Kingdom are longer than domestic shipping.

Shipping Method	Estimated Delivery Time
Standard Shipping to UK	Approximately 10–11 business days from order placement

Please Note:

• Business days are Monday through Friday, excluding US federal holidays
• Delivery times are estimates and begin from the ship date, not the order date
• Actual delivery times may vary based on carrier performance, weather conditions, customs processing, and other factors beyond our control

3. Shipping Rates

Order subtotal	Standard shipping
Under $50 USD	$4.95 USD (approx £3.95)
$50 USD and above	Free

Prices and shipping fees are charged in USD and converted to GBP at checkout using the prevailing exchange rate. The total amount in GBP is shown before you complete your purchase.

Free Shipping Promotions: From time to time, we offer free shipping promotions. Any active promotion will be applied automatically at checkout when qualifying conditions are met.

4. Carriers

We partner with leading international and domestic UK carriers including:

• Royal Mail
• DHL
• Parcelforce Worldwide
• UPS / FedEx (international leg)

The carrier is selected automatically based on your destination, package weight, and current network performance to ensure the most efficient delivery.

5. Order Tracking

Once your order ships, you will receive an automated email containing:

• Your tracking number
• A link to track your package
• Estimated delivery date

Important Information About Tracking:

Because your order ships from the United States to the United Kingdom, tracking updates may not appear immediately after your order ships. Here's what to expect:

• Days 1–3: Tracking may show limited updates or "in transit to carrier"
• Days 3–7: Tracking will update as your package moves through international transit and customs
• Days 7–11: Regular updates as package enters the UK carrier network and approaches delivery

Don't worry if tracking seems inactive for the first few days — this is normal for international shipments. Once your package enters the UK carrier network, updates will appear more frequently, and delivery typically occurs within 1–3 days of the final scan.

6. Shipping Destinations

This UK shipping policy applies to orders shipped to:

• England
• Scotland
• Wales

Northern Ireland: Please contact us before ordering, as additional customs forms may apply for shipments from Great Britain to Northern Ireland.

7. Shipping Address Requirements

We ship to the address you provide at checkout. Please ensure your shipping information is accurate and complete.

Accepted Address Types:

• Residential addresses
• Business addresses
• BFPO (British Forces Post Office) addresses (delivery times may be longer)

Important Notes:

• Deliveries to BFPO addresses and remote areas (e.g., Scottish Highlands and Islands) may take additional time
• Some carriers may have restrictions for certain address types
• We recommend using a physical address with a postcode when possible for faster delivery

8. Address Accuracy

You are responsible for providing a complete and accurate shipping address, including the full UK postcode.

• Please double-check your address before completing checkout
• If you notice an error, contact us within 24 hours of placing your order at support@olenisrx.com
• Once an order has shipped, we cannot change the delivery address

Orders shipped to incorrect addresses provided by the customer:

• May be returned to our US fulfilment centre (subject to reshipment fees)
• May be non-refundable if undeliverable, subject to your statutory cancellation rights under the Consumer Contracts Regulations 2013

9. Undeliverable or Returned Packages

If a package is returned to us as undeliverable (wrong address, unclaimed, refused, customs rejection, etc.), we will notify you by email. You may choose to:

• Request reshipment — Additional shipping charges may apply
• Request a refund — Refund will be issued for the merchandise subtotal (original shipping charges are non-refundable, except where the issue was due to our error or under your statutory cancellation rights)

If you refuse delivery to avoid customs charges, the order will be treated as customer-initiated refusal and any unrecoverable shipping or customs costs may be deducted from your refund.

10. Lost Packages

A package is considered lost when:

• No tracking updates have appeared for 20 consecutive days, OR
• The carrier confirms the package is lost

If you believe your package is lost, please follow these steps first:

✓ Check for any delivery notices left by the carrier
✓ Look around your delivery location (front door, side gate, secure location)
✓ Ask household members or neighbours if they accepted the package
✓ Verify the shipping address on your order confirmation is correct
✓ Check with your local Royal Mail delivery office or carrier collection point
✓ Wait at least 10 business days from the ship date before reporting lost

If your package is confirmed lost: Contact us at support@olenisrx.com and we will either:

• Send a replacement at no additional cost, OR
• Issue a full refund — your choice

11. Damaged Packages

If your package arrives visibly damaged:

• Take photographs of the outer packaging and contents
• Retain all packaging materials (box, padding, etc.) until your claim is resolved
• Contact us within 48 hours at support@olenisrx.com

Please include:

• Your order number
• Photos of the damage
• Description of the issue

We will work with the carrier to file a claim and provide you with a replacement or full refund. No physical return is required in line with our Refund Policy.

12. Order Cancellations

Need to cancel your order? Contact us as soon as possible:

• Orders not yet shipped: Can be cancelled for a full refund, including original shipping charges
• Orders already shipped: You retain your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013 once the order is received. See our Refund Policy for full details. No physical return is required.

13. Customs, VAT, and Import Duties

Because orders are shipped from the United States, your delivery may be subject to UK import VAT and customs duties on arrival.

• Orders under £135: UK import VAT is generally collected at point of sale where required
• Orders £135 and above: UK import VAT and any applicable duties are payable to the carrier on delivery and are the responsibility of the recipient

If you refuse delivery to avoid customs charges, the order will be treated as customer-initiated refusal and any unrecoverable costs may be deducted from your refund.

14. Contact Us

If you have any questions about shipping or need assistance with your order:

Email: support@olenisrx.com

Phone: +1 888 910 8214

Contact Form: https://shop.olenis.com/pages/contact

Business Address:
Olenis
12656 Southern Highlands Pkwy, Unit 1040
Las Vegas, NV 89141, United States

EIN: 33-2113354

Customer Service Hours:
Email Support: 24/7
Phone Support: Mon to Fri: 24 hours, Sat–Sun: 8:00 AM – 6:00 PM (CST)

We aim to respond to all inquiries within 1 business day.

15. Policy Updates

Olenis reserves the right to update this shipping policy at any time. Changes take effect immediately upon posting to our website and apply to all orders placed after the revision date. Nothing in any updated policy will limit or exclude your statutory rights as a UK consumer.

This policy applies to purchases made through https://shop.olenis.com/ only.