Frequently Asked Questions

Please note: we operate separate return policies for Unwanted Items, Missing Orders, Missing Items, Damaged/Faulty Items and other return requests. Please review our Refund Policy for full and comprehensive details covering returns for UK, EU and international orders.

Unwanted items in new, unopened condition:

We offer a 14-day ‘cooling off’ period to our customers in the UK and elsewhere for unwanted items, whereby you may request to return items in new, unopened and undamaged condition for a refund. This period begins the day after order receipt, during which time you must bring your request to the attention of our customer service team by email (no other forms of communication will be accepted).

New, unopened and undamaged items may also be exchanged. A re-delivery fee will apply, together with any price differences that may be applicable to the exchange of items.

All returns must be requested in writing via email and pre-approved by our team, who will then issue you with a a return label (along with paper documentation if you are overseas). 

Unwanted items that have not been brought to our prior notice in writing via email, and for which our team haven’t approved and issued a return label for, will not be accepted. We do not accept unauthorised returns under any circumstances. No returns will be accepted at our registered office address; deliveries to this address are not collected and will be automatically disposed of. No returns will be accepted with a label purchased independently. 

All returned items must arrive in saleable condition. We must also confirm your unwanted items as having arrived within the aforementioned cooling off period. This process takes 1-2 working days. 

If your request is approved, items must arrive at our warehouse within 14 days, beginning the day after you submit your request by email in writing to us. Upon authorisation, we will send you a return label and our team will indicate the time left to complete your return.

If any unwanted item/s in question do not meet our inspection criteria upon return, they will be refused. We are able to return refused items upon receipt of a re-delivery fee. Alternatively, they will be disposed.

If approved, return delivery costs that will be deducted from any refund, along with the initial delivery fee. Re-delivery costs for exchanged items will be payable before the exchanged items are sent out from our warehouse.

We do not accept returns for certain categories of products. Therefore, please be certain before proceeding with your purchase and refer to the ‘Exceptions’ section of our Refund Policy page for full details.

Please note: we operate separate return policies for Unwanted Items, Missing Orders, Missing Items, Damaged/Faulty Items and other return requests. Please review our Refund Policy for full details covering returns for UK, EU and international orders.

If an order intended for another customer has arrived at your premises, please get in touch with our team and supply a clear photograph (this must include the enclosed products and invoice) so that we can address the issue as soon as possible. 

If you have received one or more incorrect item(s) alongside the correct invoice, please supply a photograph or video of your full order alongside a written explanation so that we can look into the issue.

Subject to approval, you may be issued a return label for any incorrect orders or items that have been sent to you. We will arrange both a pick up of the incorrect order/items and a replacement to be sent to you at no cost.

If you are expecting an order that hasn’t yet arrived, please consult your tracking information as a first step. Your delivery provider’s customer service team are also best placed to advise regarding delivery attempts and short-term delays.

Please also double check your selected delivery option and discount any non-working days (Saturday and Sunday, Bank Holidays) from estimated delivery lead times.

There may be a chance that you have missed your delivery, are scheduled for a redelivery attempt or your parcel is being held at your local drop shop or depot. In these cases, your tracking information will reveal the status of your parcel. Alternatively, a member of your household, apartment complex or business premises may have accepted your delivery. Please consult your tracking information for further information regarding any of the aforementioned issues.

Alternatively, delays relating to your delivery provider’s logistics, a redirection or retrieval from a different location, individual courier issues or any other factor relating to delivery outside of our control may have occurred. 

If you suspect your order is lost or otherwise, please visit the ‘Missing Orders’ section of our Refund Policy.

If you have not received your order and at least 7 working days after the final estimated delivery time provided by us has elapsed, please get in touch so that we can proceed in line with our Refund Policy.   

A successfully concluded investigation is necessary in order for us to proceed with any action. 

We cannot be held responsible for loss of income arising from delivery delays of any kind, or any other factors.

For further details regarding issues with order deliveries, please visit the ‘Orders‘ section of this FAQ or consult our Refund Policy. 

We are highly sensitive to the needs of our customers and committed to sending out all orders in strict accordance with our internal lead times (please visit our Deliveries section for full details). In short, we’re just as concerned to ensure your order arrives in a timely manner as you are. 

Whilst delivery provider lead times are fulfilled in the majority of cases, we cannot influence the delivery process once orders leave our warehouse. By extension, we do not guarantee delivery times, which are given as estimates. We neither assume responsibility for transit delays, nor refund or replace orders that are currently in transit. 

By default, you agree to the conditions outlined in this FAQ, our Terms of Service and Refund Policy at checkout by checking the box prior to purchasing. This confirms your acknowledgement of the fact that delivery issues including unexpected delays, courier issues, missed or abandoned deliveries, and other external factors outside of our control may occur, for which we do not assume responsibility.

You also accept that we do not replace or refund late deliveries prior to a successfully concluded investigation. Investigations can only be initiated if an order is delayed by 7 working days or more in addition to its estimated delivery time. Only if an investigation is concluded successfully can we proceed with any action. For full details, visit the ‘Missing Orders’ section of our Refund Policy.

We cannot be held responsible for loss of income arising from delivery delays of any kind, or any other factors.

Should a customer be absent from the delivery address at the point of delivery, an additional delivery attempt may be made. If one or more delivery attempts are missed, the order may be dropped at the nearest pick-up point to the customer, or returned to us. 

If a customer either diverts an order to a pick-up point or drop shop, or if a missed delivery attempt is subsequently diverted to a pick-up point/drop shop, it is the customer’s responsibility to collect their order within a reasonable amount of time. Orders that remain uncollected for several days may be returned to us.

Should an order be returned to us on account of missed delivery attempts or failure to collect from authorised pick-up locations/drop shops, the order’s line items will be refunded to the customer. Delivery fees will not be refunded, and the customer will need to re-order their items as normal.  

We cannot be held responsible for loss of income arising from delivery delays of any kind, or any other factors.

In placing an order with us, customers acknowledge that we take no responsibility for loss of income or client re-bookings relating to transit delays, parcel losses, suspected thefts or in-transit damage. We strongly advise that appointments are arranged after orders are delivered, as there is always a small chance that orders may arrive later than expected.  

During busy seasonal and holiday periods, we recommend making an allowance of at least 2 extra working days due to inevitable delivery service delays.

We cannot be held responsible for loss of income arising from delivery delays of any kind, or any other factors relating to your order.

Claims concerning items missing from orders or damaged items must be submitted by email to our customer service team (no other forms of communication will be accepted) within a 3 working day period, starting from the date of order receipt.

Missing item claims

All missing item claims must be submitted to our team with accompanying photographic or video documentation, alongside a full written explanation so that we can fully investigate the matter.  

We operate in-house order fulfilment and use close-range CCTV to record order packing, sealing and labelling. As a first step, we will review the recording of any packed parcel against the itemised order invoice. Replacements for missing items will only be issued if our CCTV recording confirms that the item(s) in question were not enclosed prior to sealing.

For item(s) stolen in transit, we will escalate our investigation to the delivery provider in order to obtain the required evidence that parcel tampering has taken place after despatch from our warehouse:
– Proof of delivery photos from the courier handling the delivery will be reviewed. Significant parcel damage is usually evident and would be necessary in order to gain access to its contents after sealing.
– We will open a formal investigation with the delivery provider, whereby the recorded parcel weight taken in advance of its despatch will be compared to the courier’s recorded parcel weight at the point of parcel delivery. If item(s) have been removed during transit, a discrepancy in recorded parcel weight will be identified.  

It may take several days or more to conclude an investigation, although we aim to do so as quickly as possible. If successful, we will issue a replacement for missing item(s). Alternatively, if insufficient or contrary information is provided, claims will be refused.

Claim conditions

Replacements will be provided for approved missing item claims. Refunds will not be provided for missing items unless they are out of stock and/or the delivery is accompanied by a significant in-transit delay of at least 7 days from the order’s estimated delivery time provided by us.

Missing or damaged item claims will not be considered for orders instructed to be left in a ‘safe place’ or ‘with a neighbour’ in line with our Delivery Policies, to which customers’ agreement is provided upon placing an order with us via the checkbox at checkout.

If you have received fewer items than expected, please check whether your order included pre-order items alongside in-stock items. Pre-order items are sent separately on or around their estimated despatch dates. For more information, visit this FAQ’s Deliveries section for details on ‘Will pre-ordered items be included in my parcel?’

Additionally, please check that you have not accidentally disposed of any items. Smaller and unboxed items may be individually wrapped in protective bubble wrap and may be mistakenly identified as packaging filling. 

Damaged items

Replacements, or either full or partial refunds may be issued for items that have been significantly damaged to the extent they are not useable. This includes items that have sustained breakages in transit. 

All damaged item claims must be submitted to our team with accompanying photographic or video documentation, alongside a full written explanation, within a 3 working day period, starting from the point of order receipt (subject to circumstances).

A partial refund may be issued for an item that has been damaged in part. For example: in a box of 5 serums, 1 is broken. A partial refund will equate to one fifth of the item’s total value.  Alternatively, if single items are available in store, the broken item may be replaced by us.

Cosmetically damaged packaging is not considered a valid claim.

As with missing item claims, it may take several days or more to conclude an investigation into damaged item claims. On occasion, we may investigate later-stage claims for faulty products.

For more details, please visit the ‘Damaged/Faulty Products’ section of our Refund Policy.

For items that are found to be mechanically defective upon opening, we provide a 14-day window beginning the day after order receipt to bring the issue to our team’s attention by email, alongside photographic or video evidence.

If an approval is issued, you will be issued a return label and will be required to send it for inspection at our warehouse. In these instances, we cover return delivery costs and will issue you with a printable delivery label. Unauthorised returns will not be accepted.

Replacement and exchange send outs for (or refunds, if requested) are initiated within 1-2 working days of receipt at our warehouse.

Should any item not meet our inspection criteria, it will be returned at the customer’s own cost or disposed of.

Please note: Minor variations in manufacture do not indicate product inauthenticity.

For more details, please visit the ‘Damaged/Faulty Products’ section of our Refund Policy page.

We do not offer refunds based on treatment outcomes, complications, suspected reactions, unmet expectations or otherwise. We are not liable for any adverse instances that may occur in relation to our products’ performance on or by individuals such as our customers, clients and/or any other third-parties.

For more details, please visit our Terms of Service and Refund Policy pages.

We cannot guarantee exactly how long it will take from our initiation of the refund process for you to receive your funds. Processing times vary between payment providers and banks. Please see the ‘Processing Times’ section of our Refund Policy for more information.

If a refund relates to the return of unwanted goods to our warehouse, this will be initiated within 1-2 working days of receiving your items at our warehouse, subject to pre-approval and checks. Otherwise, refunds are initiated on the day of approval.

If your initial order was placed by card, it can take approximately 7 working days for your funds to arrive from the point of refund initiation.

If you initially paid via Laybuy, a refund will be credited to your Laybuy account.  

Under normal circumstances, we cannot refund payments to an alternative card or different bank account to the one used to complete the original transaction. The exception to this rule is if your refund is rejected by your payment method or card issuer. If so, we will get in touch and ask for an alternative payment method. The sooner this is provided, the sooner we can process your refund.

By completing a purchase, customers confirm that they acknowledge and agree to all policies outlined in this FAQ and on other relevant pages by selecting the checkbox at checkout. These policies cover, but are not limited to, delivery delays, returns, refunds, and the agreed-upon procedures for resolving such issues.

Initiating a dispute or chargeback through banks, credit card companies, or payment providers (including PayPal) without following the procedures detailed in this FAQ and our Refund Policy constitutes a violation of these terms.

If we are notified of a dispute or chargeback – whether before, during, or after an investigation has been initiated by us, or whether the delivery process is either complete or not – customer service activities for the affected order will be suspended. The matter will instead be transferred to the payment provider in question, to whom we are required to submit all relevant evidence, including tracking details, delivery confirmations, and any correspondence between the customer and us.

Customers who bypass the agreed resolution process by initiating a dispute or chargeback will be notified of such and prohibited from making future purchases, regardless of the outcome. Any subsequent orders, including those placed by others on their behalf, will be flagged, and the customer account and their associated orders will be cancelled permanently.

For customers concerned about delivery timeframes or items received, we encourage you to contact us directly during business hours as the first step. If your order is significantly delayed or tracking information is absent for an extended period of time, we can immediately initiate an investigation with the delivery provider to resolve the issue.

In addition, we reserve the right to report fraudulent chargeback attempts to the relevant authorities, if deemed serious enough to constitute such an action.

Following the approaches outlined in our policies allows for a faster resolution and ensures a fair process for all parties involved.