Shipping policy

Last updated: 17 October 2026

Thank you for shopping with Seraphic Empire.

We aim to prepare and dispatch your orders promptly, ensuring your fashion, wigs, hair extensions, beauty products and accessories reach you safely.

Please review our shipping and delivery information before placing your order.

1. Order Processing and Dispatch

Orders are normally processed and dispatched within 1–2 working days after payment confirmation.

Working days are Monday to Friday, excluding UK bank holidays.

Orders placed during weekends or bank holidays will normally begin processing on the next working day.

During busy periods, promotional events or unforeseen circumstances, dispatch may take longer. If a significant delay affects your order, we will contact you.

The processing timeframe refers to the time required to prepare and dispatch your order, not the time taken for delivery.

2. UK Shipping

Seraphic Empire currently delivers to addresses within the United Kingdom only.

Available delivery services and estimated delivery times are displayed at checkout.

Delivery estimates begin after your order has been dispatched.

We aim to deliver within the timeframe agreed at checkout. Where no delivery timeframe has been agreed, we will deliver without undue delay and within 30 days unless otherwise agreed.

Delivery times may be affected by circumstances outside our reasonable control.

3. Shipping Charges

Shipping costs are calculated and displayed at checkout before payment.

The amount depends on the available delivery service, order details and delivery destination.

Any applicable delivery charges will be clearly displayed before your order is confirmed.

We do not currently offer international shipping.

4. Boutique Collection

Customers may choose to collect eligible online orders from our Peterborough boutique where the collection option is available at checkout.

Collection Address:

Seraphic Empire
Unit 14, Westgate Arcade
Peterborough, PE1 1PY
United Kingdom

We will notify you when your order is ready for collection.

Please wait for confirmation before travelling to the boutique.

When collecting your order, please provide your order confirmation or order number. We may request identification or additional verification where reasonably necessary.

Collection is subject to boutique opening hours.

5. Order Confirmation and Tracking

Once you place an order, you will receive an order confirmation at the email address provided during checkout.

When your order has been dispatched, we will send a shipping confirmation.

Where tracking is available, your dispatch notification will include tracking information.

Please allow time for the delivery provider to update tracking details.

6. Delivery Address

Customers are responsible for providing an accurate and complete delivery address at checkout.

Please review your delivery information carefully before confirming your order.

If you notice an error, contact us as soon as possible.

We will try to accommodate address changes before dispatch, although changes are not always possible once an order has been shipped.

Incorrect address details may result in delays or additional delivery arrangements.

This does not affect your statutory consumer rights.

7. Delayed, Lost or Missing Deliveries

If your order is delayed, missing or has not arrived within the expected timeframe, please contact us.

We will investigate the issue with the delivery provider and work towards an appropriate resolution.

Under applicable UK consumer law, Seraphic Empire remains responsible for goods until they come into the physical possession of you or someone you have nominated to receive them, except where the law provides otherwise.

If delivery is not completed within the agreed timeframe, your rights under the Consumer Rights Act 2015 will apply.

8. Damaged or Incorrect Deliveries

If your order arrives damaged, faulty or incorrect, please contact us with your order number and a description of the issue.

Photographs are helpful when investigating delivery problems.

We will review your enquiry and provide an appropriate resolution in accordance with your statutory consumer rights.

Where a return is required because goods are faulty or incorrect, Seraphic Empire will cover reasonable return costs as required by law.

9. Order Changes and Cancellations

If you need to amend or cancel an order, please contact us as soon as possible.

We will attempt to accommodate requests before dispatch.

Once an order has been dispatched, changes to delivery arrangements may no longer be possible.

Your rights to cancel eligible online purchases remain subject to applicable UK consumer law and our Returns & Refunds Policy.

10. Returns

Customers wishing to return an item should refer to our Returns & Refunds Policy.

For eligible change-of-mind returns, customers are responsible for return postage.

Qualifying hygiene-sensitive products, including certain sealed wigs, hair extensions and beauty products, may be excluded from change-of-mind returns once unsealed after delivery.

These exclusions do not affect statutory rights regarding faulty or incorrectly supplied goods.