Delivery & returns
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Delivery
[ Your carriers, services, costs and the free-delivery threshold. Include how quickly you dispatch and whether you ship outside the UK. ]
Your right to cancel
If you are buying as a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days to change your mind. That period starts the day after the goods reach you — or, if you ordered several items, the day after the last one arrives.
You do not need a reason. Tell us you are cancelling, return the goods, and we will refund you without undue delay and within 14 days of receiving them back.
Those regulations do not give a right to cancel for sealed goods that are not suitable for return once unsealed, for health protection or hygiene reasons. Skincare falls into that category. So a product returned sealed can be refunded; one that has been opened or used generally cannot.
This does not affect your rights if something is faulty, damaged in transit, past its date, or not what you ordered. Those are covered separately under the Consumer Rights Act 2015 and we will always put them right.
How to return something
[ Your returns address, whether you provide a label, and who pays return postage. Note: you can only make the customer pay return postage if you tell them so before they order. ]
If something is wrong
If an item arrives damaged, leaking, faulty or simply is not what you ordered, contact us and we will sort it — replacement or refund, whichever you prefer. Send a photograph if you can, it speeds things up.
Reactions and sensitivities
Skincare can disagree with individual skin even when there is nothing wrong with the product. If something has caused a reaction, stop using it and get in touch — tell us which product and what happened. We will pass it to the brand, because they are the ones who hold the safety file, and we will deal with you fairly regardless.
If a reaction is severe, please speak to a pharmacist, GP or other qualified professional rather than to us.
Subscriptions
Cancelling a subscription is not the same as returning an order. You can cancel at any time from your account, with no notice period and no fee, and you will not be charged again. See Subscriptions.