Terms & Conditions


Free shipping is not available during Black Friday.


TIKTOK platform is ultimately owned by TIKTOK, therefore we must follow their guidelines. This means all communication must be done on the platform via the CHAT button. We are unable to deal with any TIKTOK enquiry via our email systems unfortunately as we have two different departments specialising in each the website and the TIKTOK platform.

TIKTOK does have automated responses therefore please try not to send more than one message on the chat as a customer service rep will respond to every message. If more than one message is sent, this will push you down the place in the queue, prolonging the rep helping you with your enquiry.

Arabella London has no control over the coupons given from TIKTOK, This means as a brand we place our products on their platform full price and then TIKTOK discount them to whatever they feel during different days – us as a brand have no control over this. Therefore we are unable to issue the customer coupons, this is completely out of our control.
Store Credit / Discount Codes can’t be used on bundles and are not valid on sale items.
Store credit is only available on full priced items unfortunately as everything is already hugely discounted. Discounts cannot be used in conjunction or alongside any other discounts or promotions.

Furthermore, discount codes are not applicable retrospectively. If somehow a discount code has been used, Arabella London reserves the right to cancel this order.

Our Welcome 15% discount applies to full priced items only. It does not apply to bundles & deals or sale items and can only be used once. This discount can not be used during the Black Friday period.


Due to the huge influx of orders our customer service team will be trying their utmost best to get back to you. We suggest 72 hours response time. Our team are working 7 days a week to meet the demand of our Arabella London customers but of course, each customer needs to receive service therefore delays may be possible. Again, please do not send multiple emails, as the emails are responded to from latest to earliest so if a new email is sent this will then push your response back further down, delaying the response time.


If you receive a packing error you must keep all your packaging, Please picture what you received including your packing slip (this is usually on the inside of your box), the outer packaging and all products received. Without this information we are unable to assist so it is crucial you keep hold of this for our customer service reps to resolve as quickly as possible.

Upon receiving the incorrect item or item quantity, please email our customer service team at help@arabellalondon.uk and include your order number, an image of the order you received and an image of the packing slip included in your order (a white label).
Please note that if your order has been signed and checked for quantity with the correct signing – we hold the right to not offer a refund/exchange, this will be down to interpretation of our customer service team.

We will need you to return the incorrect items back to us in order for us to re-dispatch your order – We provide free returns.
Please ensure no products are used or opened if incorrect as we will be unable to resolve this.


If our website flags your order as fraudulent for any reason, Arabella London reserves the right to cancel your order without hesitation. We may also cancel your order if a product is out of stock due to fault, broken or missing.


If for whatever reason your parcel makes it’s way back to us, for example the wrong postal address, no one being home to collect the package or the item not being redirected after being at the post office, you will then have to cover the extra fee of £2.50 to have your items re-shipped to you. This is due to the shipment payment already being taken and then us having to re print a new shipment label which comes at an extra charge. Or we can also process a refund for your order, minus the shipping fee, but only once this order arrives back to us.


International orders are not always guaranteed during this time and could take up to 30 days to arrive with you.
We are also not responsible for the package once it has left our warehouse and any issues will have to be dealt with via the courier service. Items being stopped at customs are again out of our control so any international orders being placed during this time just be very wary of the delivery time frame.


Once an order has been placed, this cannot be amended manually including adding or cancelling a product.
Please take extra care and caution when ordering.
This is because labels are continuously printed and with the high influx of orders we are unable to alter or change the contents.

Change of address cannot be done after your order has been placed. So please be extra cautious when placing your order.


If your parcel is marked as delivered and you have not received your Arabella London package, we would recommend checking with your neighbours to ensure nobody has taken in your parcel by mistake. If the parcel is not to be found we will need to raise a claim, a claim can take up to 30 days for a solution.
We are unable to resend/refund until we have an outcome from the courier service. We will keep you updated throughout the communication of the claim. This is something that is completely out of our control so please bear this in mind when sending over an email to our customer service team.


Advent Calendars will be sent from the 21st to the 25th of November. The Royal Mail strikes could effect this but don’t panic, we will be ensuring these arrive for the 1st of December. We will upgrade your shipping to 24 hour to ensure you are not left without your insane advent Calendar.


If you order during Black Friday please note this could take up to 2 weeks for us to dispatch your parcel, This is due to the large influx of orders.
Our packing team are working around the clock to get parcels into your hands as quickly as possible but we have no control over strikes so unfortunately this may effect the delay further.

Orders may take longer due to severe delays with our couriers as a result of ongoing strikes.
Shipping costs will not be reimbursed by Arabella London should any shipping delays take place as this is out of our internal control.

Please take this into consideration as we cannot guarantee delivery before Christmas in some circumstances.


Please avoid sending more than one email at any one time, this can delay our responses as it will push you to the back of the queue meaning it can take longer for us to resolve your issue.


Due to hygiene reasons we are unable to accept any returns on cosmetics, Anything purchased as a sale item is nonrefundable. Items purchased in the Black Friday sale are non-returnable, non-exchangeable and non-refundable. Once the parcel has been opened, all Black Friday rules and regulations will materialise. Moreover, as abiding by our usual terms and conditions also – if you feel like the product does not work for you due to personal preference – your right as a consumer to change your mind does not apply.

Please take this into consideration when placing an order during this time.


Any items that are received damaged, we unfortunately cannot be held responsible for. All items are sent from our warehouse in A-grade condition so any damage to the item will most likely be a result of mishandling during delivery. Due to these items being discounted, we cannot offer any exchanges or refunds including percentage refunds. In this instance, we would advise reaching out to the courier service regarding this.


Unfortunately customs charges are completely out of our control. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

All orders placed on www.arabellalondon.uk will be delivered via our courier Royal Mail unless stated otherwise. Arabella London has the right to alternate any prices in regards to shipping and delivery, however this will always be notified to you prior to completion of your order.

Moreover, as stated above – some of our international customers may incur a customs charge dependent on the customs protocol of the country.

Unfortunately customs charges are completely out of our control and we are unable to compensate for this inconvenience. You will be responsible for the payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

Furthermore, any items sent out that do sustain a customs fee, you will be responsible for the payment of. Again, we always advise contacting your local customs office beforehand to avoid disappointment as we have no control over these charges and we cannot predict their amounts.


If for any reason you wish to make a complaint, please use the following.
Please put your complaint into an email; if your complaint please email help@arabellalondon.uk

We ask that you allow up to 72 hours for the complaint to be acknowledged.
We may take up to 28 days to fully resolve your complaint, this could include asking you for
any evidence you may have.

If at any point throughout the 28 days, you post on any social media platforms, anything that could be detrimental to Arabella London, this could jeopardise your complaint: this resulting in your complaint being rejected and unresolved.