What it costs, when it comes, and how to send it back.

This applies to the United Kingdom, Switzerland, Norway, the United States, Canada, the Gulf states and all our Asian markets. If you are inside the EU it does not apply to you at all, and nothing is added after checkout.

What you pay us covers the goods and the delivery. It does not cover import charges. When the parcel reaches your country you will normally be asked to pay:

• Import VAT or your country’s equivalent sales tax, charged on the goods plus the delivery;
• Customs duty, depending on your country and the value of the order;
• A handling or clearance fee from the courier, often a flat amount, which can be significant on a small order.

You pay these to the carrier or to your customs authority, not to us. We cannot calculate them in advance and we cannot pay them on your behalf — you are the importer of your own parcel. On a small order they can add a third or more to what you paid us.

We would rather tell you here than have you meet it at your door. If a parcel is refused at customs it is normally returned or destroyed, and neither the outbound nor the return cost is recoverable. Please do not order from outside the EU unless you are willing to pay the import charges.

Orders placed before 15:00 CET on a working day go to the supplier the same day. Dispatch follows within one to two working days, and a tracking number reaches you by email for each parcel.

We do not dispatch at weekends or on Dutch public holidays. We would rather say that plainly than quietly count those days as working days when we tell you how long something will take.

Anywhere in the European Union, delivery is free from €45. Below that it is €4.95, the same flat rate in all 27 member states. Outside the EU both the rate and the threshold depend on where you are — they are in the table above, and the one that applies to you is shown in your basket. The threshold is always measured on what you actually pay, after any discount.

If you are a few euros short, wait and order later. Adding a product you do not need in order to save €4.95 is a worse outcome than paying the €4.95, and we are not going to pretend otherwise to lift the basket.

We hold no stock. Each product is packed and posted by the supplier who holds it, so a basket spanning two suppliers becomes two parcels — often arriving on different days.

• Checkout tells you when this is going to happen.
• You are charged once. Two parcels never cost more than one.
• Each parcel carries its own tracking number and its own return note.
• Inside the EU, if the second parcel has not arrived within three working days of the first, tell us. On the longer routes give it a week. Either way we chase the supplier; that should not be your job.

This is a real drawback of working the way we do, and it is the honest price of not sitting on stock we might later stop rating.

If you are buying as a consumer in the EU, you have a legal right to withdraw from your purchase within 14 days of receiving it, without giving a reason.

• Tell us within 14 days of receipt. An email to hello@routinae.com saying you are withdrawing is enough. You may also write to Cloudrix (Routinae), Schoolstraat 355, 5038 RL Tilburg, Netherlands, or telephone +31 6 52130980. You may use the EU model withdrawal form if you prefer the formal route, but you are not obliged to.
• Send the goods back within 14 days of telling us.
• If your order came in several parcels, the 14 days start on the day you receive the last item, not the first.

We refund within 14 days of being told. We may hold the refund until the goods are back with us, or until you show us proof that you have posted them — whichever happens first.

Withdraw from the whole order and we refund the standard outbound delivery you paid as well. Withdraw from part of it and we refund the products you sent back, because the delivery was still needed for what you kept. If a partial return takes the order below €45 we will not go back and charge you delivery afterwards.

Plenty of shops write “no returns on opened cosmetics”. That is not what the law says and it is not our policy. There are three cases and they are genuinely different.

• Unopened, seal intact. Send it back within the 14 days. No argument, no restocking fee.
• Supplied sealed, and you have broken the seal. This is the one case where we cannot take it back. EU consumer law makes an exception for sealed goods that are not suitable for return once unsealed, for reasons of health protection or hygiene. “Sealed” means the protective seal on the product itself — the foil, the film, the sealed pump — not the outer carton and not the shipping box.
• Not supplied sealed at all. Then that exception does not apply and you can still withdraw. We may reduce the refund to reflect any loss in value if the product has been handled more than was necessary to establish what it is and how it works.

So: opening the box to look at the product does not cost you your right to withdraw. Getting halfway down the bottle does affect what we can refund.

You pay the postage to send something back when you are withdrawing. We pay when the item was faulty, damaged in transit, past its date, or simply not what you ordered — and we do not argue about which of those it was.

Use the return address on the note inside that parcel. If you received two parcels they may carry two different addresses, so please do not put both items in one box.

1. Email us with your order number and what you are sending back.
2. We confirm the same or the next working day and tell you which address to use.
3. Post it, keep the proof of postage, and send us the tracking number if there is one.
4. We refund to the original payment method once the goods are back or the proof of postage reaches us.

We log every return on the day it is raised. Nothing sits in an inbox waiting for someone to feel like dealing with it.

This is a separate right from the 14-day withdrawal, and it lasts far longer. You have a legal guarantee that what we sell you is as described and fit for its purpose. It costs you nothing, and you do not have to use the 14-day window to rely on it.

• Under EU law the guarantee runs for at least two years from delivery.
• Under Dutch law, which applies to your purchase, there is no fixed cut-off at all. What you may expect of a product is judged by what is reasonable for that product — for cosmetics, normally its shelf life and the period-after-opening printed on the pack.
• For the first year after delivery, if something is wrong, it is for us to prove the product was sound when it left us. Not for you to prove it was not.

If something arrives damaged, leaking, past its date, or is not what you ordered, send us a photograph and we will replace or refund it, and we pay the postage. If a product turns out to be faulty later in its life, write to us anyway — we would rather look at it than have you assume the answer is no.

Nothing on this page reduces your legal rights as a consumer.

• Take back a half-used product because it did not suit you. Ask us before you buy and we will tell you honestly whether it is likely to — that is the whole point of us being here.
• Refund the extra you paid for a faster delivery option when you withdraw. We refund the standard rate.
• Accept a return of something bought somewhere else, even when it is the same product from the same brand.