Shipping policy

Last updated: October 7, 2025

At Mad Lips, we aim to provide our customers with a smooth, transparent, and reliable shipping experience from start to finish. This Shipping Policy outlines how we handle processing times, delivery methods, fees, and tracking for all orders placed through our store.

1. Order Processing

Orders are typically processed within 1 to 3 business days after payment confirmation (excluding weekends and holidays).
Once your order has been processed, you will receive a confirmation email with tracking details as soon as your package ships.

During high-demand periods (such as holidays or special promotions), processing times may be slightly extended.

2. Shipping Times

Estimated delivery times vary depending on your location:

Domestic (UK): 5–12 business days
International: 10–25 business days

Please note that these are estimated delivery windows. External factors such as customs clearance, courier delays, or unforeseen logistics issues may affect actual delivery times.

3. Shipping Rates

Shipping costs are calculated and displayed at checkout based on your address, chosen shipping method, and the total weight or volume of your order.

Occasionally, we may offer free shipping promotions, which will be clearly announced on our website or during checkout.

4. Order Tracking

Once your order has been shipped, you’ll receive an email containing your tracking number and a direct link to monitor the delivery status.
If you have not received your tracking information within 5 business days of placing your order, please contact us at support@mymadlips.com.

5. Delays and Lost Packages

Mad Lips is not responsible for delays caused by the courier, incorrect addresses provided by the customer, customs procedures, or events beyond our control (e.g., natural disasters, strikes).

If your package is delayed beyond the estimated timeframe or marked as delivered but not received, please contact us at support@mymadlips.com so our team can assist in locating your order.

6. Customs and Duties (International Orders)

For international orders, import duties, taxes, and customs fees may apply once your package arrives in your country. These charges are the customer’s responsibility and are not included in the purchase price or shipping cost.

We recommend checking with your local customs office for information about potential fees before placing your order.

7. Incorrect or Damaged Orders

If you receive an incorrect, damaged, or defective product, please contact us within 7 days of delivery at support@mymadlips.com with photos and your order number.
We will evaluate the situation and provide a suitable solution, such as a replacement or refund, in accordance with our Return & Refund Policy.

8. Address Errors

Please ensure your shipping address is entered correctly at checkout. Mad Lips is not responsible for orders shipped to incorrect or incomplete addresses provided by the customer.

If you realize you’ve entered an incorrect address, contact us immediately at support@mymadlips.com — if your order hasn’t yet shipped, we will do our best to update the address before dispatch.

9. Split Shipments

In some cases, your order may be shipped in multiple packages to ensure faster delivery or due to stock availability. You will receive tracking details for each shipment separately.

10. Questions or Assistance

If you have any questions about shipping, delivery times, or the status of your order, please reach out to our team at support@mymadlips.com.
We’ll be happy to assist you and ensure your experience with Mad Lips is as smooth and enjoyable as possible.

Mad Lips
📧 support@mymadlips.com
📍 Avenida Paulista, São Paulo, SP, 01310-100, Brazil