Cancellation policy

Cancellation Policy

Some items in our store may be offered to you as a subscription, a pre-order or try before you buy. This cancellation policy lays out how you can change or cancel these kinds of purchases.

Subscriptions

Our subscription service is only available on selected products. You can pause, skip, change the delivery frequency and cancel your subscription at any time by logging into your account. There is no minimum commitment and you can amend the contents of your subscription whenever you wish.

If you no longer require your subscription please cancel it by logging into your account before the current subscription cycle renews. Once a subscription order has been despatched, you will need to return it to us to obtain a refund. Please note that all returns must comply with our returns policy.

When you purchase a subscription you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select.
Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance.
Some subscriptions may auto-renew at the end of their duration. If you don't want to renew a subscription you can cancel it.
If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there and also by logging in to your account.
Please see our returns policy for more details on returns and refunds.

Pre-orders

When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in our inventory. We may collect no payment or a partial deposit at checkout, store your payment method, then fulfill and charge the full or remaining payment at a future date.
You can cancel a partially paid pre-order order that has not yet been fulfilled. If the order has been fulfilled, then you can't cancel the order, but you can request a return. See our returns policy for more details on returns and refunds.

most common questions:

What if my purchase isn't right for me? Can I return it?

We want you to make the most out of your purchase so, if it's not right for you please get in-touch. Some products are only returnable in saleable condition, therefore, if you have purchased any product and used it we can't offer a refund or an exchange. Only goods in saleable condition may be returned. The reason for this is the health and safety legislation involved in the use of cosmetics.

Where's my order?

We always aim to get your goods out to you as soon as possible. If you place your order before 4pm (BST) Mon-Fri, we'll ship it that very same day. Orders processed after this time will be shipped on the next available working day. You can track your order by logging into your account and selecting 'Track My Order.' This will provide the most up-to-date information on the progress of your order. Please allow up-to 5 working days for your order to arrive.

My payment has been declined, why?

This may be because:

- Your bank has declined the payment; or

- You entered the incorrect information when you placed your order.

Your first action should be to contact your bank to rule out any issues at their end.

When should I expect to receive my order?

Standard UK delivery is offered free of charge for all orders over £25.00. 5 working days should be allowed for your parcel to arrive, although it's usually much faster.

I don't understand how to use my products, can you help?

Of course, we're always on hand to help, day or night. For immediate advice call us on (+44) 01483 600 469, we'll happily talk you through it.

My order arrived damaged, what should I do?

Apologies, We make every effort to pack your goods securely. Please return it to us as soon as possible. We'll happily replace it.