If something is not right, we want to fix it. This page sets out exactly what you are entitled to, in plain terms.
Our 30 day guarantee on your first order
Try it for up to 30 days after delivery. If it is not right for you, email [email protected] with your order number and we will refund the price you paid for the products, even if you have opened and used them. You do not need to send anything back.
The guarantee covers your first order with us, once per customer. It refunds the product price; the shipping charge is not refunded.
30 day returns on unopened items
On any order, you can return any unopened, unused product within 30 days of delivery for a full refund of the purchase price. The product must still be sealed. Email [email protected] with your order number to start a return, and we will confirm the address to send it to before you post anything.
Opened products on later orders
For hygiene reasons we cannot resell a skincare product once its seal is broken, so outside the first order guarantee above, opened items are not eligible for a change of mind refund. This does not apply if the product is faulty, damaged or not what you ordered. See below.
Damaged, faulty or wrong items
If your order arrives damaged, leaking, faulty, or is simply not what you ordered, email us within 30 days of delivery with your order number and a photo. We will replace it or refund it in full, including the original shipping charge, and we pay the return postage. You do not need to send an opened product back before we put this right.
Who pays return postage
If you are returning an unopened item because you changed your mind, you pay the return postage. If the item was damaged, faulty or incorrect, we pay it. Original shipping charges are refunded only where the fault was ours.
How refunds are paid
Refunds go back to the original payment method. We process the refund once the returned item reaches us, or immediately in the case of a damaged or incorrect order. How quickly the money appears after that is set by your payment provider, not by us.
Cancelling an order
If your order has not yet been dispatched we can cancel it and refund you in full. Email us as soon as you can, because orders are passed to the manufacturer quickly.
All returns and refunds start the same way: email [email protected] with your order number.
