Delivery & Postage
Orders are sent by 2nd class Royal Mail which aims to deliver the next day, though we respectfully ask customers to allow 5 working days for delivery in case of delay. If there should be a problem with your order then we will inform you by email. Deliveries may require a signature so if possible please give a delivery address where the order can be signed for during working hours.
We offer a next working delivery service within the UK for £6.95 irrespective of the total order value. Only orders placed before 3pm will be guaranteed for delivery on the next working day as we may not have time to process your order for collection that day if placed later in the afternoon (though we will try our best and there is a good chance that orders placed up until 4pm may still make it out of the warehouse in time). Please note that orders placed in time on Friday will probably be delivered on Monday although delivery may be attempted on Saturday (this is at the discretion of Royal Mail or any courier that we may use). Orders placed over a weekend (i.e. from 3pm Friday until midnight Sunday) will only be processed and dispatched on the Monday for delivery on Tuesday. Bank Holidays and strikes may impose delay (for whatever their duration) and should not be considered working days. These timings assume that the item(s) you order are in stock, which they should be if displayed on our website. However, sometimes stock discrepancies occur and an item may be accidentally on display but unavailable. If this should be the case then we will inform you by email as soon as we find out (and we will of course refund you the next day delivery surcharge unless you chose an alternative item in time for us to substitute it and still dispatch that day). For your peace of mind we highly recommend that you get in touch with us before completing your order to check on availability of your intended purchase(s) so that we can confirm that we have the item(s) in stock.
For overseas orders shipping times will vary as these depend on the postal service of the country in question. Countries outside Europe may add their own customs and import duties which will be the responsibility of the customer. We have no control over such charges and cannot predict what they might be. All overseas orders will require a signature on delivery. We reserve the right not to deliver to PO Box addresses.
POSTAGE AND PACKING
The cost of postage and packing will be displayed automatically when ordering on-line, once you complete the delivery address. Postage and packing charges are as follows:
|Postage and Packing
costs by zone
|UK||EU||Rest of the
|Up to £60.00||£3.50||£10.00||£12.50|
We offer a gift wrapping service at a cost of 95p per item. If more than one item is ordered then these may not necessarily be wrapped individually depending on their shape (odd shaped items are placed in a box before being wrapped). Unless we are informed otherwise we will assume that items for gift wrapping are intended for one recipient and we may group items together in one box. If you wish to order different items for different recipients then please contact us with instructions once you have placed your order so that we can be sure to wrap items individually as necessary. An invoice is included in out-going parcels so if your gift is being sent directly to the recipient and you would like the invoice to be excluded then please let us know.
EXCHANGES / REFUNDS
Should you change your mind about a purchase and would like to return it then simply send it back to us within 14 days for a refund of the item value. To be returned goods must be unused, in their original packaging and still in saleable condition. The cost of returning goods must be borne by the customer. Since we cannot be held responsible for items lost in transit we strongly recommend that these are sent back by recorded post. Our postage and packing fee cannot be refunded. If an order that did not incur a postage and packing fee (i.e. a UK order over £60) is returned for a refund, then the refund will be carried out less £3.50. When items are returned for exchange the replacement item(s) will be dispatched subject to our normal postage and packing fees. A refund or exchange can only be carried out once the original order has been returned in satisfactory condition.
Items received damaged should be returned to us for replacement. These must be received back before replacement items can be sent out. To assist us in making a claim we would kindly ask you to send back the damaged outer packaging along with the damaged goods. If this is not possible due to the condition of the packaging then photographic evidence may be acceptable.
If an item is faulty then we will be happy to replace it or issue a refund subject to receipt and inspection of the returned item. If you have sensitive skin or allergies then we recommend that you inform us before placing an order and request a sample of the item(s) you would like to purchase.