shipping & terms

delivery times

Most orders to UK customers arrive within 5-7 working (Mon-Fri) days, most orders to Europe and the rest of world arrive within 10-15 working days. In the unlikely event we are unable to dispatch the goods within thirty days, we will offer a full refund.

postage

Costs for postage are as follows

shipping

Please ensure you select the correct geographical location as shipping costs vary and orders made in the incorrect geographical location cannot be shipped.

If your items go missing after giving us an incorrect address, we cannot refund you. If you want us to send new items to your correct address, we will charge you at the full rate.

Some items may be too big to go through your letter box, or we may send them by recorded delivery ("signed for"). If you are not in, and don't contact your local post office to pick the item up, it will be delivered back to us after seven days. For us to send the goods out again, you need to pay an extra charge to cover the actual cost of postage. This cost may be different to the original p&p on the item, and we'll let you know what it is when we contact you.

If you have ordered something that hasn't arrived in the UK after 5-7 days, please check with your post office and neighbours before contacting us.

terms

The EU distance-selling regulations give consumers an unconditional right to cancel an order. This allows the consumer the opportunity to examine the goods or consider the nature of a service.

cancelling or returning an order

You may cancel an order at any time before the goods have been shipped.

If you wish to cancel an order that has already been shipped, written notice must be given to us within seven working days from the day after that on which the goods are received by you. If you wish to cancel or return an order, please contact us in the first instance to receive returns information. Goods received without written notice cannot be guaranteed a refund.

If you wish to return goods, you must ensure that reasonable care is taken of any goods received and return them to us in a re-saleable condition. We will offer a refund minus shipping costs. If you are returning goods you aren't 100% satisfied with, please stipulate in your written notification why you are unhappy with the goods. (n.b. Dissatisfaction is different from faulty goods - see below). If the goods are in not a re-saleable condition, as assessed by us on receipt, we will offer a refund minus shipping costs and a 10% re-stocking charge. For your protection, we recommend that you use a recorded-delivery service.

We regret we can not be responsible for items which never reach us or are damaged in transit. Postage and packing charges and returns postage are direct costs and can not be refunded.

returning faulty goods

If you wish to return faulty goods, you must contact us within seven days of your receiving them, stating why they are faulty. We will determine, based on your reason why they are faulty, whether they are faulty and will either issue a refund, minus shipping costs, or request you send the goods back to us for assessment. If we agree the received goods are faulty, we will issue a full refund including the original shipping costs. For your protection, we recommend that you use a recorded-delivery service. Please note that you will be responsible for the costs of returning the goods to us.

We will process your refund as soon as possible and, at the latest, within 30 days of receiving the written notice of cancellation. Your refund will be processed via the same means by which you paid.

Your statutory rights are not affected.

Exceptions and ommissions expected. [The above does not encompass every situation, and each will be assessed by us on its own merits.]

BeautySkin acne light box

n.b.: The above does not apply to the BeautySkin light box, which has a different returns policy. Please contact us for details.