Shipping policy

Shipping Policy

Last updated: August 2026

1. Where we ship

We despatch from South Wales, United Kingdom, to addresses throughout the UK. International delivery is available on request to most destinations; please contact customercare@roskoshhair.com before ordering so that we can quote a rate and confirm we can carry to your country.

We deliver to residential and business addresses only. We do not deliver to PO boxes or forwarding addresses.

2. Carriers and cost

Pieces travel by Royal Mail on a tracked, signed-for service. UK delivery is included in the price of every piece. International rates are quoted individually and depend on weight, destination and service level.

3. When your order leaves us

Because much of what we release is prepared by hand, despatch times vary by what you have ordered:

Time to despatch
In stock, no Atelier work — Same or next working day
With encapsulation (keratin or stick tip) — 5 working days

With Atelier work - up to 30 working days

Bespoke colour and drawing — Quoted at the point of order
Pre-order — 30 days
Concierge sourcing — 10 working days, plus transit

Working days are Monday to Friday, excluding English bank holidays. Where an order combines stock and Atelier work, it ships complete unless you ask us to split it.

Orders placed on a Friday afternoon, at a weekend or on a bank holiday begin processing on the next working day.

4. Transit times once despatched

UK: usually next working day. Europe: typically 2–4 working days. Rest of world: typically 3–7 working days. These are carrier estimates, not guarantees.

5. Tracking

You will receive a despatch confirmation with a tracking number. If tracking has not updated within two working days of despatch, contact us and we will open an enquiry with the carrier.

6. Delivery, risk and signature

Someone must be present to sign. Where a carrier records a delivery as completed — including to a neighbour, a safe place or a collection point at your instruction — the piece is treated as delivered and risk passes to you at that point. We cannot accept responsibility for a piece left at your direction without a signature.

7. Address accuracy

Please check your address carefully at checkout. If you notice a mistake, email us immediately; we can usually amend before despatch. Once a parcel has left us, a redirection may not be possible, and a parcel returned to us as undeliverable will be reshipped at your cost.

8. Failed delivery and unclaimed parcels

Carriers will normally reattempt or hold a parcel for collection. Parcels unclaimed and returned to us are refunded less outbound and return carriage; the piece is then returned to stock.

9. Lost or damaged in transit

Tell us within 7 days of the expected delivery date for a non-arrival, or within 48 hours of delivery for visible damage, keeping all packaging. We will pursue the claim with the carrier and, once concluded, replace where possible or refund in full.

10. Customs, duties and taxes (international)

International orders may attract import duty, tax and clearance fees on arrival. These are set by the destination country, are payable by you, and are not included in the price or the shipping charge. We declare all shipments accurately and at full value; we cannot mark a shipment as a gift or under-declare it. Where a parcel is refused or abandoned at customs, refunds are net of all carriage and charges incurred.

11. Trade and Privé Partnership deliveries

Partner orders ship on the same services. Larger consignments may be split across parcels. Please check consignments on arrival and report any shortage or damage within 3 working days, in line with our Return and Refund Policy.

12. Collection

Collection in person may be arranged by prior appointment only. Contact customercare@roskoshhair.com to request this.