Shipping & Returns
Thank you for shopping with indu. We are committed to providing you with high-quality skincare and makeup products and excellent customer service. We hope that the information below helps to answer any of your questions or concerns. If for any reason you are not satisfied with your purchase, we are here to help.
Shipping Options
| Destination | Standard Delivery - Tracked | Minimum Spend For Free Standard Delivery |
Express Delivery |
| United Kingdom | £3.95 (2-3 Business Days*) | £20.00 | £4.95 (Next Business Day*) |
| Europe | £10.00 (3-6 Business Days*) | £30.00 | £20.00 (2-3 Business Days*) |
| North America | £15.00 (5-7 Business Days*) | £50.00 | £25.00 (2-5 Business Days*) |
| Rest of the World | £15.00 (5-7 Business Days*) | £50.00 | £25.00 (2-5 Business Days*) |
| Channel Islands | £3.95 (2-3 Business Days*) | £20.00 | £15.00 (1-2 Business Days*) |
Order Processing
- If you place your order before 3pm* Monday to Friday, we'll process it on the same day.
- For orders placed after 3pm*, we'll take care of them the next day. Orders placed after 3pm* on Friday will be processed on Monday.
Tracking Your Order
- We will email your tracking details once your order has been processed.
- You can also find your tracking information in Account > My Orders.
- *All times based on UK time zone.
Returns
For purchases made at indu.me
Please note: our free pre-paid return service is available for UK orders only.
You have 28 calendar days from the date of purchase to return an item for a full refund. To be eligible for a refund, your item must be unused, in the original packaging, and in the same condition that you received it. Any product that is not in its original condition, is damaged, or missing parts for reasons not due to our error, may not be eligible for a refund.
To initiate a return, please contact our customer support team at hello@indu.me your order number and details about the product you would like to return. We will provide you with instructions on where to send the returned items.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 - 10 days.
For purchases made at brand pop-up locations
We hope you love your purchase, but please be aware that all sales are final, and we aren't able to offer returns at this time.
For purchases made from third-party retailers
For assistance with returns, please check the retailer’s return policy at the store where you made your purchase.
International orders (EU and rest of the world)
Please note that all orders are shipped from our UK warehouse on a DDU (delivery duty unpaid) basis, which means that they may incur custom duties and local taxes. If this happens, you'll need to cover these costs to receive your order. Unfortunately, we can't predict these charges or take responsibility for them.
Please note that we don't offer refunds for international order issues related to custom duties and local taxes. If you refuse to accept your order upon delivery, any duties, customs, and taxes charged by the destination country will be deducted from your refund once the order is returned to us.
We apologize, but we are unable to provide free returns for international orders. If you decide to return items at your own cost, please reach out to our friendly customer support team at hello@indu.me to inform us that your return is on its way.
Make sure the items are unopened and unused, and send them back within 28 days to:
indu c/o Walker Logistics Ltd
Membury Fulfilment Centre
Ramsbury Road, Lambourn Woodlands
Berkshire, RG17 7TJ
United Kingdom
Exchanges
You have 28 days from the date of purchase to exchange an item. To be eligible for a exchange, your item must be unused, in the original packaging, and in the same condition that you received it. Any product that is not in its original condition, is damaged, or missing parts for reasons not due to our error, may not be eligible for an exchange.
If you would like to exchange an item, please contact our customer support team at hello@indu.me. We will provide you with instructions on where to send the item you wish to exchange. Once we receive the item, we will process the exchange and ship the new item to you.
Cancellations
For purchases made online directly at indu.me
If you need to cancel your order, please email hello@indu.me. If it is already on its way, our returns policy and eligibility will apply.
Damaged or Defective Products
If your product arrives damaged or doesn't function properly, please take a photo and send it with a description of the issue to hello@indu.me. One of our representatives will then help to resolve.
Other claims
We want you to be completely satisfied with your order! You have 28 days from the purchase date to let us know if anything is incorrect, whether it's a missing item, late delivery, damaged package, or faulty goods. We're here to help!
Contact Information
If you have any further questions or concerns regarding your order please contact hello@indu.me and we will do our best to resolve.