Items ordered and paid for will ship within 2-5 business days, unless otherwise noted in product description. We ship through USPS. After pickup, USPS typically delivers in 2–5 business days. You will receive an email notification from us that contains your tracking information once your order has been shipped. We always strive to complete your order within 48 hours. If your order will take longer than 5 business days, you will receive an email notification explaining the delay.
If Customs charges occur please note that you, the buyer, are responsible for the customs fees. We, the seller, are not responsible for customs charges. Please note that International orders can take up to 30 days to arrive after they are shipped from our facility as they pass through customs. We currently working on acquiring outlets in your country to make your shipping experience a little bit easier.
If you have any problems with your order, please contact us FIRST to make it right. We want to you to be happy with your purchase and have always done our best to resolve any issues.
Please keep in mind that Bristol & Sussex products are truly all natural, meaning that variation from batch to batch can, and will, happen. Texture, color and scent are all quality controlled within an acceptable range before being packaged. If you feel that your product is defective, please contact us and we will investigate the issue you are having.
If you receive a damaged item, contact us immediately at love@BristolSussex.com. We will happily replace any damaged items provided they are reported within 48 hours of order delivery. We will require photographs from you so that we can send a replacement.
Your satisfaction is guaranteed, and we will do what we can to ensure your happiness with your purchase. Please do not hesitate to contact us at love@BristolSussex.com at any time if you are unhappy with your order. In most cases, returns are processed as store credit or exchange due to health concerns associated with cosmetic returns. However, we may accommodate a refund if your product is returned due a manufacturing defect. To receive store credit/refund, please contact us within us within 14 days. Products containing less than 75% of the weight or volume do not qualify for returns/exchanges/refunds.
Shipping cost to and from our facility are not refunded in part or in whole. For international orders, if your package is unclaimed and is returned to us, we may refund the amount of the product(s) however the shipping cost will not be refunded. Purchases made outside our website are not subject to return/refund/exchange. Please contact the outlet you purchased it from. If you ever have an issue with one of our outlets, please contact us immediately.