Shipping policy
Supporting Your Skincare Journey, From Order to Arrival.
Free UK Delivery on Orders Over £50
At Roake, we believe that good things, like glowing skin, shouldn’t keep you waiting. Below you’ll find everything you need to know about how we deliver your Roake ritual, on time and with care.
1. UK Delivery Options
We currently deliver across the UK using Royal Mail’s trusted Tracked services.
Standard Delivery – Tracked 48
£4.05 (Free on orders over £50)
Delivery within 2–3 working days. A tracking link will be provided once dispatched.
Express Delivery – Tracked 24
£5.95
Dispatched same day if ordered by 12pm
All orders are packed with care in small batches, usually within 1 business day. During busier periods, please allow up to 2 days for dispatch, we promise it’s worth the wait.
Note:*Includes Northern Ireland, Isle of Man, and the Highlands (please allow extra time for remote areas).
*Working days exclude weekends and UK bank holidays.
2. EU & International Shipping
Where we ship
We currently ship to Ireland, Germany, the Netherlands, France, Sweden, the United States and Canada. More countries will follow as we grow.
Processing times
Orders are packed within one to two working days. During launches and promotions it may take an extra day. You will receive tracking as soon as your parcel leaves us.
Delivery options and guide
All services are tracked. Delivery windows begin once your order has been dispatched.
Europe starter countries
Economy tracked 5-7 working days. £10.95. Free over £100.
United States
Economy tracked 5 to 10 working days. £20. Free over £100.
Canada
Economy tracked 5 to 10 working days. £20. Free over £100.
Duties, taxes and customs
*For deliveries to the European Union, the United States and Canada, Roake currently ships on a DDU basis. This means local VAT, duties and any handling fees are set by your country and are paid by you to the delivery partner before or at delivery. We know surprise fees are frustrating. We keep product values and documentation accurate to avoid delays and we always ship tracked.
Address accuracy
Please check your shipping address carefully before you check out. Once you have placed your order we are not able to change the shipping address. If a parcel is returned to us due to an incomplete or incorrect address, we can resend it once it arrives back with us. Reship costs will apply.
Delivery issues
If your tracking shows delivered but you cannot locate the parcel, please check safe places and with neighbours first. Contact us within seven days of the scan so we can investigate with the carrier. Orders over £150 are sent with a signature required by default.
Delivery Restrictions
Unfortunately, due to courier restrictions, we are unable to deliver to PO boxes and Military addresses. We kindly request that you supply us with a standard postal address instead.
Damaged, Incorrect or Missing items
We pack with care. However, if there are any damages / missing / incorrect product placement, please do contact us within 2 days of receipt with your order number, full details of the issue, along with photographs of all packaging and contents, so we can put it right quickly.
Packaging
We use protective, recyclable materials and aim to keep parcels lightweight to reduce both costs and environmental impact.
Contact
Questions about shipping or a live order
Use the contact form on our website or email our team at order@roakeskin.com . Include your order number for a faster reply.
3. Delivery FAQs
How do I track my order?
Check the dispatch email for your tracking link. Can’t find it? Email us at orders@roakeskin.com
Need to update delivery details?
Let us know as soon as possible via orders@roakeskin.com — if your order hasn’t been dispatched, we’ll do our best to help.
Do you deliver to remote UK locations?
Yes, we deliver to Northern Ireland, Isle of Man, and the Highlands. Please allow a little extra time.
What if I’m not home?
Your courier will leave instructions for redelivery or local collection.
What if my order hasn’t arrived?
We’re here to help. Contact orders@roakeskin.com with your order number for priority support.