Visit ‘Login/Register’ on the website’s top-level menu (desktop and some tablet devices) or at the bottom of your screen (mobile users), where you will find the user icon. From here, you can register, add items to your wishlist and edit your details.
You can also elect to receive our newsletter, through which you will receive special offers and member benefits. You can sign up to our newsletter independently or whilst registering for an account.
Please note: we never store any of your payment details on our site or in any other database.
Visit the ‘Login/Register‘ form and submit a password reset request. Follow the email’s given instructions. If you can’t locate an email, please check your ‘spam’ folder or wait several minutes.
If you still have problems, please get in touch with our customer service team during support hours.
Our secure online payment platform accepts all major credit and debit cards. Laybuy is available at checkout, which allows customers to pay for their order across 6 weekly instalments without any additional fees. PayPal is also available for certain items, with some exceptions (dermal fillers and fat dissolvers).
Our base currency is GBP (British Pound). You can convert prices to EUR or USD using the selector (top right hand side of the menu).
If your account is in a currency other than GBP, you may be charged an automatic conversion fee by your payment method, bank and/or credit card issuer, who determine their own rate of exchange (either inclusive or exclusive of any bank or card fees). Alternatively, if you are overseas and hold a EUR or USD bank account, your payment may be taken in this currency.
EU & International customers are responsible for covering fees relating to currency conversions that may be charged by their payment provider. We cannot predict whether you will be charged any such fee.
Exchange rates fluctuate daily, which may (from time to time) account for price differences when using the currency selector on our website.
If you have attempted payment at checkout without success, please try the following:
- Check whether your bank account or payment method is funded.
- Double check all details entered at checkout for any typographical errors. If the name, address, phone and/or bank details are incorrect, your order may not go through.
- Get in touch with your payment provider to ensure that payments are not blocked.
If the above steps do not work or a technical issue is suspected, try the following:
- Ensure that your browser is fully up to date.
- Try loading the website in a new browser or incognito window or use a different device.
- Clear history and cookies in your browser’s settings and re-add items to your basket before proceeding to checkout.
If the transaction still fails, try a different payment method or get in touch with our customer service team during support hours.
We can provide customers with a secure electronic invoice as an alternative.
In rare cases, customer payments may be placed on hold and recorded as ‘pending’ by your payment provider. This can also happen with PayPal payments.
This means that the funds have left a customer’s account and are being held by their provider. As a result, we do not receive the funds and the customer’s order is placed on hold.
Although this is a frustrating and uncommon thing to happen, we can’t request the release of pending funds. A ‘pending’ payment relates to a decision taken by your payment provider or PayPal concerning the customer’s private account, rather than ours.
In these cases, pending funds are either sent back to the customer or deposited into our account, sometimes after several days. The direction that these funds take and the time at which they’re released are at your payment provider or PayPal’s discretion. We have no influence over this and cannot request the release of customer’s funds on their behalf. Additionally, we cannot provide the customer with their ‘pending’ funds or despatch their attempted order.
Once we identify a ‘pending’ transaction, our team will get in touch with the customer as soon as possible. The customer may then contact their payment provider or PayPal directly.
The usual available option is to wait until the funds are settled back into the customer’s account or into ours. Once we receive the funds, can either despatch the order or refund the customer. Alternatively, if the customer receives the funds, they may place another order with us and we can offer an alternative payment provider if required.
Our customer service hours are as follows:
9am-6pm GMT: Monday – Saturday
For the quickest response, reach us by email at firstname.lastname@example.org, contact us via our online form or message us on WhatsApp during our support hours.
You may also call us on +44 (0) 333 006 7770, where you may leave a message on our answerphone. If our line is available, we will handle your enquiry and pass it onto the relevant team member, who will get back in touch with you as soon as possible.
Please note: we cannot accept calls through WhatsApp.
After a successful order, you will be redirected to a thank you page and will receive a confirmation email. If you do not see a thank you page, your order has not gone through.
If you haven’t received an email, please check your spam and/or junk folders. If you still cannot locate one, our email may have bounced or your address may have been incorrectly entered.
Please contact our customer service team during our support hours and we will provide you with your order information.
Our cut off time is 3pm GMT for all orders.
Orders placed from Monday to Friday before 3pm GMT will be sent out on the same day.
Orders placed on Friday after 3pm, or on Saturday and Sunday will be sent out on the next working day of the following week (Monday), excluding bank holidays.
Delivery lead times do not include processing times or non-working days, including weekends and Bank Holidays. Timed deliveries are not currently available.
We will only deliver UK orders using the delivery service and class selected at checkout.
If your order is to an EU or International destination, the best available delivery option for your location will be used.
We can’t usually satisfy requests for delivery with services we don’t offer, particularly after an order is placed. If you have any specific requirements, please get in touch before placing an order.
In special circumstances, we may need to use an alternative delivery provider to fulfil your order. This also applies to new addresses that cannot be validated by their chosen delivery service. If this is the case, you will be notified by our team before or after despatch.
Bank holidays and disruptions
Delivery times can be affected during UK Bank Holidays and disruptive events. Delivery deays can occur when delivery service providers limit their services during holidays, strikes, adverse weather conditions or other UK-wide events.
We may only fulfil orders placed during UK bank holidays or other disruptive events when delivery services resume their normal operations.
Internally, we may defer despatches to a future date or amend our usual 3pm cut off time due to internal or external factors.
If the above conditions exist or we are aware of any upcoming disruptions, we will include clear notifications on our website at basket and checkout. In some circumstances, we will temporarily limit delivery options at checkout.
Orders placed before any UK holiday or other disruptive events are despatched as normal. However, it is the customer’s responsibility to be aware of these. We do not assume responsibility for any delivery delays relating to any of the above.
If in doubt, we recommend checking your delivery service provider’s website for carrier-specific information. If you are an EU or international customer, please take any local Bank Holidays and/or country-specific disruptions into account before placing your order.
Restricted items and territories
Some products cannot be delivered to certain territories. If we are bound by certain distribution agreements, customers from certain countries may not be able to add specific product(s) to their basket.
Furthermore, it is the customer’s responsibility to check whether an item they purchase is permitted to be imported into their country; we assume no responsibility for customs refusals.
Courier services have ceased operations in the Ukraine, along with Russia and Belarus. Therefore, we cannot deliver to these locations at present.
Bulk order fees
Some heavier and/or larger items are subject to an additional fee if the item(s) exceed a certain weight. This information is included on these items’ individual product pages in the tabbed content section. An additional ‘Bulk order fee’ will be applied at basket and checkout.
If you wish to order wholesale quantities or request a specific product, please visit our Vendor, Affiliate and Wholesale Enquiries section.
Processing times relate to our 3pm GMT weekday cut off time for all orders. All orders received before 3pm GMT Monday-Friday will be sent on the same day. After this time, orders are scheduled for despatch the next working day.
For example: an order placed on Monday after 3pm GMT will be sent out on Tuesday and estimated to arrive (x) working days later, depending on your delivery option. If an order is placed after 3pm Friday, or on Saturday-Sunday, it will be sent out the following working day (Monday).
Lead times do not include bank holidays and weekends; some local couriers may deliver on Saturdays, but this is not guaranteed.
Suspected duplicate orders and incorrectly addressed orders that fail validation will be placed on hold. The customer will then be contacted by a member of our team for clarification. Such orders will not be despatched until we confirm that all details are correct.
Orders that are flagged by our system as potentially fraudulent will be placed on hold until a full investigation has taken place.
If your order hasn’t left our warehouse and we receive your request before the cut off time, we may be able to amend it. Please contact our team with your request as soon as possible.
Differences in product cost and/or an extra delivery charge may apply. For extra costs, you will be sent a secure electronic invoice. Alternatively, refunds for excluded products will be initiated once your order is amended. It may take approximately 7 days to receive your refund in accordance with the times indicated in this FAQ and our Refund Policy.
If we receive your request during our support hours before our cut off time, we may be able to cancel an order either in whole or part.
After your order is despatched, we cannot cancel, refund, exchange or amend your order. We also cannot divert your parcel whilst in transit. You will first need to receive the delivery and follow our Return Policy for unwanted items.
For items in new, unopened condition:
After delivery, you will have a 14-day ‘cooling off’ period, starting from the day after you receive your order, to request a return. You must first make this request via email to our team (no other forms of communication will be accepted), who will authorise valid requests and issue you with a return label. From this point onwards, you will have 14 days from the point of making your initial request to ensure your return arrives at our warehouse.
Please see our Refunds section or our Refund Policy for full details.
Missing order/item claims and damaged/faulty items:
These are subject to different requirements. Please see our Refund Policy for full details.
No unauthorised returns will be accepted.
Pre-order product(s) are incoming stock. They are currently en route to us and are scheduled to arrive at our warehouse at a future, estimated date. This is given as a notification on the product’s page, at basket underneath the item’s title and at checkout. This notification remains visible once the item is added to the basket and at checkout.
Pre-ordering items gives customers the opportunity to secure popular items. It’s an effective way to ‘reserve’ these products.
It is the customer’s responsibility to ensure they are aware of an item’s stock status before purchasing.
If you purchase pre-order items, you will be charged for these at checkout rather than upon their release to you.
If there are any in-stock items in your basket at the same time, two delivery fees will be applied to your order total.
Please be aware that ‘Expected’ dates are estimated dates of arrival to our warehouse. Their arrival may be delayed by up to 14 days from the ‘Expected’ date. In purchasing pre-order items, you verify your acceptance of this and all other terms outlined in this FAQ, our Terms of Service and Refund Policy.
We will get in touch with you by email if your pre-ordered item hasn’t arrived at our warehouse at least 7 working days from its ‘Expected’ date.
If we can’t deliver pre-order items within what we consider to be a reasonable timeframe, we reserve the right to cancel your order. Should this happen, you will be notified by email and refunded the cost of your pre-order item(s). Your pre-order delivery fee will be refunded if it was paid as an additional fee on top of an order of in-stock items, and/or if other pre-order items were not included in your original purchase list.
If available (in stock) items are ordered alongside pre-order (incoming) items, you will receive two separate deliveries and your initial order will include two delivery fees.
In-stock items are sent as soon as the order has been processed, in accordance with our weekday cut off time.
Pre-order items will be despatched separately, either at the point of the given ‘Estimated’ date, or up to 14 days from this point onwards.
After your order is confirmed, you can expect to receive your in-stock items as normal. You will be notified when your pre-order items are sent out and will receive a separate tracking number.
Wherever possible, we use recyclable packaging materials that are suitable for transporting our products. We pack all items thoroughly in order to avoid damage during transit.
Your order complete email will include an invoice (paid).
UK parcels contain a paper packing slip with an order number, itemised order list, customer details and other information about the purchase.
For EU and International orders, we include a commercial invoice in a clear envelope. This can be found at the exterior of the parcel.
If you have any specific invoice requirements, please contact our customer service team and we’ll do our best to help.
In placing an order with us, customers accept that they instruct delivery providers to ‘leave in a safe place’ or equivalent, or to ‘leave with a neighbour’ or equivalent, entirely at their own risk.
We assume no liability for any subsequent loss, theft or damage of orders delivered in line with these instructions. No refunds or replacements will be issued for orders lost, stolen or damaged if either option has been selected in advance of delivery by the customer via their online tracking page.
If the recipient is not at the address, we strongly advise that customers instruct deliveries to their local pick up point for collection. It is the customer’s responsibility to ensure that collections take place within the given time limit.
In placing an order with us, you are in full agreement with the above and verify your agreement by checking the box at checkout prior to purchasing.
Please find our available options and prices below.
UK DELIVERY OPTIONS
UK orders up to £25 – £3.99 with Evri Tracked (est. 2 working days for UK mainland; est. 4 working days for Northern Ireland, Scotland and remote areas)
All UK orders & orders over £25 – £6.90 with DPD Courier (2 working days)
Orders from £250+ – FREE with DPD 2 Working Day Delivery
Please note: in placing an order with us, you must signify your full agreement with our Delivery Policy at checkout by checking the box.
Next Working Day & UK Royal Mail delivery
Next Working Day and Royal Mail delivery for UK customers are currently unavailable until further notice.
Delivery lead times do not include order processing times and non-working days. For more information, please visit the ‘Orders’ section of this FAQ.
EU and International delivery options
– DPD, UPS or Royal Mail Intl. Tracked & Signed:EU delivery: 3-6 working days – includes tracking – £18*
– International locations: 5-10 working days – includes tracking – £23*
*Please note: depending on your location, the item(s) and quantity ordered, we will use the most appropriate delivery service for your order.
Deliveries are estimated to take between 3-6 working days to European countries and between 5-10 working days to international locations. Please note: these lead times are guides and may be affected by customs procedures. EU & Intl. customers are responsible for evaluating items suitable for import alongside any potential charges in advance of placing an order on this website.
As with domestic orders, EU and International orders placed Mon-Fri by 3pm GMT will be sent out the same day. If you order after 3pm on Friday, or on Saturday or Sunday, your order will be sent out the following Monday.
Deivery lead times do not include processing times or non-working days. For more information, please visit the ‘Orders’ section of this FAQ.
All our UK, EU and Intl. delivery options include tracking. Once it leaves our warehouse, your order will be assigned a tracking number, which you will receive via email.
Couriers may also provide email updates regarding your order’s delivery status. You can adjust your notification preferences by visiting the courier’s website and entering your tracking number.
If delivery options do not include tracking until the endpoint is reached, we will indicate this at basket and checkotu..
If you can’t find a tracking email in your inbox, spam or other folders once your order has been despatched, it may have bounced or your email address may be invalid. Please contact us so that our team can send you your tracking number.
Although we try to fulfil requests entered in our checkout’s ‘Order Notes’ section relating to the packing process or notes for our customer service team, please relay any delivery information directly to the delivery service provider. You can do so by entering your tracking number online and adjusting your preferences. We will not be held responsible for unfulfilled point of delivery requests entered into the checkout section of this website.
Some delivery services will invite you to enter requests after your order has been sent from our warehouse.
Free delivery is applied at checkout to a total item value of £250 and over. These will be sent via DPD 2 Day delivery for UK orders, and DPD, UPS or Royal Mail Intl. Tracked & Signed for EU and international orders.
Qualifying orders will find the free delivery option pre-selected at checkout.
In some areas, there is a chance that your order may arrive on a Saturday – however, this depends on courier delivery services in your area. Some local couriers deliver on Saturdays, but this is not guaranteed.
If you place an order on a weekend, it will always be despatched the following working day.
Total delivery costs include parcel packaging, fulfilment and delivery. The below costs apply on all orders up to and including a total item value of £249 GBP.
Some items may be subject to an additional delivery fee if a significant item weight applies (bulk order fee). This is automatically applied and will be visible to customers at basket & checkout.
The total delivery cost does not include any fees related to customs charges, duty payments, taxes, or fees levied on goods leaving the UK and imported into recipients’ own countries.
If you are located outside of the UK, it is your sole responsibility to evaluate any potential charges that may apply in advance of ordering from our website.
Please note: redelivery charges for missed deliveries that have been returned to us, and parcels returned due to refusal or abandonment must be covered by the customer.
We and our third-party logistics providers cannot provide any estimates, calculations or invoices for customs, duties, taxes and/or other fees in advance of any order made through our website.
We advise raising any questions with your local customs office in advance of ordering from our website. Our customer services team will not be able to assist you with fee queries before, during or after your order is placed.
For comprehensive information about additional and/or country-specific charges outside of our control, including EU and international taxes, fees and customs duties, as well as any questions regarding the abandonment, refusal or seizure of imported goods, visit the relevant sections on our Terms of Service and Refund Policy pages.
Orders of in-stock items do not include items that have been pre-ordered (incoming stock). Pre-ordered items are delivered separately to in-stock items on a future date. This date corresponds with their estimated arrival at warehouse time, which you will be notified about on applicable product pages.
Prior to purchasing any pre-order item, you would have been made aware of the status of the item(s) on their individual product pages, at cart and at checkout.
If you have completed a purchase for pre-ordered item(s), you are charged a single delivery fee only if your order does not contain any in-stock items. A separate fee is payable for in-stock items, which are sent out first in accordance with our normal lead times.
After your automatic order receipt email, you will later receive a pre-ordered item email notification, followed by a confirmation email once your items have been sent out.
If you have purchased pre-ordered item(s) alongside item(s) that are currently in stock, you would have also been provided with a separate delivery fee for your pre-ordered item(s) at checkout, which you would have paid upon submitting your order. After your automatic order receipt email, you will later receive a confirmation email once your pre-ordered items have been sent out.
If any pre-ordered item is subject to delays of over 7 working days or more from its ‘Estimated’ date, we will get in touch with you by email and you will have the right to proceed or cancel.
Please visit the ‘Orders’ section on this page for more information about pre-ordering items.
This can happen due to a number of reasons. It’s possible that you may not have been available to receive the parcel when it was delivered. We advise checking with other members of your household, apartment complex, business premises and/or with neighbours.
Your delivery service may have sent you an email or text update that was missed. Please check your inbox and spam folders for unseen updates.
If no email or text is found, check the order status using your tracking number. There may be details concerning your parcel that may help you locate it.
You may also contact the delivery service directly. Provide any information you have, including the tracking number and individual courier’s details (if available). Any information is useful in the event that your item is delivered to the wrong address.
If you still need advice after taking the above steps or want us to step in, please contact our customer service team – we’re available during our support hours.
Please note: next working day delivery is temporarily unavailable to UK customers.
Deliveries that qualify as ‘next working day’ must be placed by 3pm GMT from Mon-Thu to be received the very next day.
Next working day delivery orders placed on Friday before 3pm GMT will be sent out the same day and delivered the following Monday.
Orders placed after 3pm on Friday, on Saturday or on Sunday will be collected the following Monday.
On weekdays, next working day orders along with all other orders placed after 3pm GMT will leave our warehouse the next working day and arrive the day after.
Next working day delivery options and lead times do not apply to EU and international orders.
Please note: we operate separate return policies for Unwanted Items, Missing Orders, Missing Items, Damaged/Faulty Items and other return requests. Please review our Refund Policy for full and comprehensive details covering returns for UK, EU and international orders.
Unwanted items in new, unopened condition:
We offer a 14-day ‘cooling off’ period to our customers in the UK and elsewhere for unwanted items, whereby you may request to return items in new, unopened and undamaged condition for a refund. This period begins the day after order receipt, during which time you must bring your request to the attention of our customer service team by email (no other forms of communication will be accepted).
New, unopened and undamaged items may also be exchanged. A re-delivery fee will apply, together with any price differences that may be applicable to the exchange of items.
All returns must be requested in writing via email and pre-approved by our team, who will then issue you with a a return label (along with paper documentation if you are overseas).
Unwanted items that have not been brought to our prior notice in writing via email, and for which our team haven’t approved and issued a return label for, will not be accepted. We do not accept unauthorised returns under any circumstances. No returns will be accepted at our registered office address; deliveries to this address are not collected and will be automatically disposed of. No returns will be accepted with a label purchased independently.
All returned items must arrive in saleable condition. We must also confirm your unwanted items as having arrived within the aforementioned cooling off period. This process takes 1-2 working days.
If your request is approved, items must arrive at our warehouse within 14 days, beginning the day after you submit your request by email in writing to us. Upon authorisation, we will send you a return label and our team will indicate the time left to complete your return.
If any unwanted item/s in question do not meet our inspection criteria upon return, they will be refused. We are able to return refused items upon receipt of a re-delivery fee. Alternatively, they will be disposed.
If approved, return delivery costs that will be deducted from any refund, along with the initial delivery fee. Re-delivery costs for exchanged items will be payable before the exchanged items are sent out from our warehouse.
We do not accept returns for certain categories of products. Therefore, please be certain before proceeding with your purchase and refer to the ‘Exceptions’ section of our Refund Policy page for full details.
Please note: we operate separate return policies for Unwanted Items, Missing Orders, Missing Items, Damaged/Faulty Items and other return requests. Please review our Refund Policy for full details covering returns for UK, EU and international orders.
If an order intended for another customer has arrived at your premises, please get in touch with our team and supply a clear photograph (this must include the enclosed products and invoice) so that we can address the issue as soon as possible.
If you have received one or more incorrect item(s) alongside the correct invoice, please supply a photograph or video of your full order alongside a written explanation so that we can look into the issue.
Subject to approval, you may be issued a return label for any incorrect orders or items that have been sent to you. We will arrange both a pick up of the incorrect order/items and a replacement to be sent to you at no cost.
If you are expecting an order that hasn’t yet arrived, please consult your tracking information as a first step. Your delivery provider’s customer service team are also best placed to advise regarding delivery attempts and short-term delays.
Please also double check your selected delivery option and discount any non-working days (Saturday and Sunday, Bank Holidays) from estimated delivery lead times.
There may be a chance that you have missed your delivery, are scheduled for a redelivery attempt or your parcel is being held at your local drop shop or depot. In these cases, your tracking information will reveal the status of your parcel. Alternatively, a member of your household, apartment complex or business premises may have accepted your delivery. Please consult your tracking information for further information regarding any of the aforementioned issues.
Alternatively, delays relating to your delivery provider’s logistics, a redirection or retrieval from a different location, individual courier issues or any other factor relating to delivery outside of our control may have occurred.
If you suspect your order is lost or otherwise, please visit the ‘Missing Orders’ section of our Refund Policy.
If you have not received your order and at least 7 working days after the final estimated delivery time provided by us has elapsed, please get in touch so that we can proceed in line with our Refund Policy.
A successfully concluded investigation is necessary in order for us to proceed with any action.
We cannot be held responsible for loss of income arising from delivery delays of any kind, or any other factors.
For further details regarding issues with order deliveries, please visit the ‘Orders‘ section of this FAQ or consult our Refund Policy.
We are highly sensitive to the needs of our customers and committed to sending out all orders in strict accordance with our internal lead times (please visit our Deliveries section for full details). In short, we’re just as concerned to ensure your order arrives in a timely manner as you are.
Whilst delivery provider lead times are fulfilled in the majority of cases, we cannot influence the delivery process once orders leave our warehouse. By extension, we do not guarantee delivery times, which are given as estimates. We neither assume responsibility for transit delays, nor refund or replace orders that are currently in transit.
By default, you agree to the conditions outlined in this FAQ, our Terms of Service and Refund Policy at checkout by checking the box prior to purchasing. This confirms your acknowledgement of the fact that delivery issues including unexpected delays, courier issues, missed or abandoned deliveries, and other external factors outside of our control may occur, for which we do not assume responsibility.
You also accept that we do not replace or refund late deliveries prior to a successfully concluded investigation. Investigations can only be initiated if an order is delayed by 7 working days or more in addition to its estimated delivery time. Only if an investigation is concluded successfully can we proceed with any action. For full details, visit the ‘Missing Orders’ section of our Refund Policy.
We cannot be held responsible for loss of income arising from delivery delays of any kind, or any other factors.
In placing an order with us, customers acknowledge that we take no responsibility for loss of income or client re-bookings relating to transit delays, parcel losses, suspected thefts or in-transit damage. We strongly advise that appointments are arranged after orders are delivered, as there is always a small chance that orders may arrive later than expected.
During busy seasonal and holiday periods, we recommend making an allowance of at least 2 extra working days due to inevitable delivery service delays.
We cannot be held responsible for loss of income arising from delivery delays of any kind, or any other factors relating to your order.
Claims concerning items missing from orders or damaged items must be submitted by email to our customer service team (no other forms of communication will be accepted) within a 3 working day period, starting from the date of order receipt.
Missing item claims
All missing item claims must be submitted to our team with accompanying photographic or video documentation, alongside a full written explanation so that we can fully investigate the matter.
We operate in-house order fulfilment and use close-range CCTV to record order packing, sealing and labelling. As a first step, we will review the recording of any packed parcel against the itemised order invoice. Replacements for missing items will only be issued if our CCTV recording confirms that the item(s) in question were not enclosed prior to sealing.
For item(s) stolen in transit, we will escalate our investigation to the delivery provider in order to obtain the required evidence that parcel tampering has taken place after despatch from our warehouse:
– Proof of delivery photos from the courier handling the delivery will be reviewed. Significant parcel damage is usually evident and would be necessary in order to gain access to its contents after sealing.
– We will open a formal investigation with the delivery provider, whereby the recorded parcel weight taken in advance of its despatch will be compared to the courier’s recorded parcel weight at the point of parcel delivery. If item(s) have been removed during transit, a discrepancy in recorded parcel weight will be identified.
It may take several days or more to conclude an investigation, although we aim to do so as quickly as possible. If successful, we will issue a replacement for missing item(s). Alternatively, if insufficient or contrary information is provided, claims will be refused.
Replacements will be provided for approved missing item claims. Refunds will not be provided for missing items unless they are out of stock and/or the delivery is accompanied by a significant in-transit delay of at least 7 days from the order’s estimated delivery time provided by us.
Missing or damaged item claims will not be considered for orders instructed to be left in a ‘safe place’ or ‘with a neighbour’ in line with our Delivery Policies, to which customers’ agreement is provided upon placing an order with us via the checkbox at checkout.
If you have received fewer items than expected, please check whether your order included pre-order items alongside in-stock items. Pre-order items are sent separately on or around their estimated despatch dates. For more information, visit this FAQ’s Deliveries section for details on ‘Will pre-ordered items be included in my parcel?’
Additionally, please check that you have not accidentally disposed of any items. Smaller and unboxed items may be individually wrapped in protective bubble wrap and may be mistakenly identified as packaging filling.
Replacements, or either full or partial refunds may be issued for items that have been significantly damaged to the extent they are not useable. This includes items that have sustained breakages in transit.
All damaged item claims must be submitted to our team with accompanying photographic or video documentation, alongside a full written explanation, within a 3 working day period, starting from the point of order receipt (subject to circumstances).
A partial refund may be issued for an item that has been damaged in part. For example: in a box of 5 serums, 1 is broken. A partial refund will equate to one fifth of the item’s total value. Alternatively, if single items are available in store, the broken item may be replaced by us.
Cosmetically damaged packaging is not considered a valid claim.
As with missing item claims, it may take several days or more to conclude an investigation into damaged item claims. On occasion, we may investigate later-stage claims for faulty products.
For more details, please visit the ‘Damaged/Faulty Products’ section of our Refund Policy.
For items that are found to be mechanically defective upon opening, we provide a 14-day window beginning the day after order receipt to bring the issue to our team’s attention by email, alongside photographic or video evidence.
If an approval is issued, you will be issued a return label and will be required to send it for inspection at our warehouse. In these instances, we cover return delivery costs and will issue you with a printable delivery label. Unauthorised returns will not be accepted.
Replacement and exchange send outs for (or refunds, if requested) are initiated within 1-2 working days of receipt at our warehouse.
Should any item not meet our inspection criteria, it will be returned at the customer’s own cost or disposed of.
Please note: Minor variations in manufacture do not indicate product inauthenticity.
For more details, please visit the ‘Damaged/Faulty Products’ section of our Refund Policy page.
We do not offer refunds based on treatment outcomes, complications, suspected reactions, unmet expectations or otherwise. We are not liable for any adverse instances that may occur in relation to our products’ performance on or by individuals such as our customers, clients and/or any other third-parties.
For more details, please visit our Terms of Service and Refund Policy pages.
We cannot guarantee exactly how long it will take from our initiation of the refund process for you to receive your funds. Processing times vary between payment providers and banks. Please see the ‘Processing Times’ section of our Refund Policy for more information.
If a refund relates to the return of unwanted goods to our warehouse, this will be initiated within 1-2 working days of receiving your items at our warehouse, subject to pre-approval and checks. Otherwise, refunds are initiated on the day of approval.
If your initial order was placed by card, it can take approximately 7 working days for your funds to arrive from the point of refund initiation.
If you initially paid via Laybuy, a refund will be credited to your Laybuy account. This also applies to PayPal payments.
Under normal circumstances, we cannot refund payments to an alternative card or different bank account to the one used to complete the original transaction. The exception to this rule is if your refund is rejected by your payment method or card issuer. If so, we will get in touch and ask for an alternative payment method. The sooner this is provided, the sooner we can process refunds.
We offer professional K Beauty, Asian and European cosmetic products. Our inventory is obtained directly from manufacturers and approved distributors. We retail Korean and European-made products from established sources, alongside high-quality consumables from Korea, Asia and Europe.
The origin and traceability of our products is link directly to their manufacturers and/or their official representatives.
All items are dispatched from our UK warehouse in central England.
You can find information about a product’s certifications in the ‘Specifications’ section of each product’s page on this website.
Cosmetic fillers retailed on this site are labelled accordingly and, where applicable, marked as MFDS-approved, CE marked, KGMP and/or KFDA-approved. Occasionally, products carry unique lot numbers, QR codes and/or seals to certify their compliance and origin.
In sourcing products from their manufacturers and their authorised distributors, we ensure that they retain their quality and integrity, supported by appropriate transportation and storage procedures throughout the supply and logistics process.
We conduct a full inspection of incoming items to our warehouse and store items in accordance with manufacturer recommendations. They arrive at our warehouses via expedited international delivery from equivalent facilities.
We use suitable packaging to ensure items arrive without damage to your premises.
The products retailed on our website carry a minimum of 4 months remaining shelf life. If there are exceptions to this rule, we will note this on the product page. If, on rare occasion, a product is found to have a <4 month expiry date before its shipment from our warehouse, we will notify the customer before send-out.
When applicable, expiry dates are shown on the product’s exterior packaging and/or interior contents. Please note: the date format for some products (US and Korean) may be in reverse to the format commonly used in the UK.
Should you require any guidance on matters relating to product usage, we recommend reviewing the manufacturer’s guidelines. These may be in the form of a leaflet enclosed within the product itself or printed guidelines on a product’s exterior packaging. Guidelines from the manufacturer may also be included on individual product pages.
Any information given via this website originates from the manufacturer and acts as a guide only; individual suitability and usage frequency must be pre-assessed.
We cannot offer individual usage advice or evaluate the suitability of any product listed on this website, including comparisons against products we do not retail. We also cannot advise on how to use products beyond the scope of official manufacturer guidelines. Treatment-specific feedback is also not permitted.
If you have a question relating to a product’s individual characteristics, our customer service team will be happy to help. We are also available to answer order and delivery-related questions during our support hours.
If a certain type of product is requested, we may be able to help you identify a similar product in store.
If something isn’t available in our store or you have a specific request, we may recommend you visit an alternative store that carries the types of products you may be seeking.
In some cases we can order in products. For items that are either out of stock or aren’t listed on our website, feel free to get in touch with us as we may be able to backorder these items for you.
Yes! Subscribe to our mailing list and be the first to know about flash sales and special offers. If you register for an account, you can subscribe to our newsletter at the same time. We email a 10% discount code to new subscribers.
Please note: Our limited-time flash sales and expiring coupon codes are aligned with Greenwich Mean Time (GMT). We cannot alter these to correspond with visitors’ local time zones.
If you are a manufacturer or distributor of high-quality products, we would be happy to learn more about your products. Please feel free to get in touch with us.
Please get in touch with us or email email@example.com. We’ll let you know if any opportunities in this venue are currently available and how to apply if so.
If you’re interested in ordering a larger than average quantity of any item(s) listed on our website, please let us know.
Additionally, if you wish to order a significant quantity, please contact our customer service team for information about bulk ordering and wholesale prices.