ORDERS & BILLING
1. How do I know my order has been successfully processed?
When your order ships, you will receive a confirmation email. If you don’t receive this email within 24 hours, please contact our client care team at firstname.lastname@example.org
2. What forms of payment do you accept?
Please scroll down to the bottom of the website and you will see the logos of every payment method accepted by us.
1. Where do you ship?
We currently ship WORLDWIDE.
2. When will my order ship?
UK orders - We strive to ship and deliver your order on a next day basis, however please be aware that due to the current Covid-19 pandemic some delays may occur from time to time.
Next day delivery is only available to Mainland UK and orders arrive the next day when placed by 1pm Monday-Friday, excluding Bank Holidays.
Next day delivery will not be offered at checkout for any excluded areas such as Northern Ireland, Scottish Highlands and Islands, Scottish Lowlands, Isle of Man, Scilly and a number of England/Scotland Border postcodes.
Delivery in these areas will take 1-3 business days.
WORLDWIDE orders - We ship all our worldwide orders via DHL Express. We strive to ship and deliver your order within 2-5 business days.
Please refer to our Shipping Policy
3. What if I don't receive my order?
In the unlikely event of this happening, please notify us immediately by emailing email@example.com to be considered for a replacement. We will open an investigation with our carrier to attempt to recover the package. If the package cannot be recovered, we will file a claim with our carrier
4. What happens if my order arrives damaged?
When the order arrives, please inspect it for any damage that may have occurred during shipment. If you determine you have received damaged or unusable items, please retain the box, the packing materials and the items inside. Please contact us immediately at firstname.lastname@example.org in the event that damages do occur. Please provide us with your order number and photos of all damaged items, so our team can assess the claim and take the proper steps to help find a satisfactory solution.
5. Will I have to sign for my order?
The majority of the time you will not need to sign for your order.
All other shipping enquiries, please refer to our Shipping Policy.
RETURNS & EXCHANGES
1. Product Satisfaction
We want you to love your purchase, however if you are not totally satisfied, please email email@example.com so we can assist you.
Our returns policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
The following are non-returnable items:
- Gift cards
- Sets + Gifts
- Face creams
- Silk Sheet Mask
- Sale items
2. What if I want to return a product that I purchased more than 15 days ago?
We will consider requests outside of the 15-day window on a case by case basis. At our discretion, we may issue merchant credit in lieu of a refund.
3. I received an item as a gift, can I return it?
You can return or exchange per our usual policy. We will need either your order number or the email address the order was originally placed under for verification purposes.
4. When will I receive my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days.
All other returns enquiries, please refer to our Returns Policy.