NON DELIVERY SUPPORT
Before contacting us regarding non delivery - please check your tracking (number is in eBay) as this is the quickest way to find out where your item is
Q: What if the incorrect items have been sent?
A: unfortunately, it is humans who pick, pack & dispatch items, and at times we get it wrong. It is therefore imperative that on receipt the customer notifies us on the error, that they do not use the item and return it to us using the free returns label that we will supply and in the original protective packaging for the correct item to be sent or a refund issued once we receive back.
Q: Can I get a full refund if I return the item as I no longer want to keep?
A: A full refund will only be applied if the item has been returned unused and in the same condition as received, including packaging and all accessories, if not returned in this condition a full refund will not be made.
Q: Are your products genuine
A: We have been trading online since 2012 and pride ourselves on only selling genuine products and we do get offended when we are asked the question.
Q: Why are your products cheaper than in the shops and salons
A: Over the years with selling platforms like eBay has brought in a lot of competition and sellers always want to be the cheapest to win the sale. This means the final selling price is driven down meaning very low profits per item.
Q: Can I return an item if I have a reaction?
A: Items are not sold on a trial basis but any unopened items can be returned at the customer cost for a refund.
Q: Can I return an item if I have changed my mind
A: Items can be returned if unopened and unused at the customer's expense. We do not pay return postage for these reasons.
Q: where is my item
A: please check the tracking first, as this will be the quickest way for you to see where your item is
Q: I am denying receipt of an item
A: you are required to complete an Denial of Receipt declaration, please advise within 7 days of the expected delivery date if you wish to deny receipt. The form will need to be physically signed & uploaded to the messaging service in order for us to raise a query with the logistics company (Hermes, APC, Royal Mail etc) and issue refunds.
returns must be returned as soon as possible after you have contacted us
Q: Can I amend delivery address
A: no, once the order has come through to us we must send to the address used in checkout, so please ensure you use the correct address on checkout
Q: I am allergic to an ingredient:
A: If you'd like to know the ingredients for any of our products, please send us a message, and we'll send you an image of the product ingredients shown. Manufacturers change their ingredients regularly, sometimes without letting us know. By sending an image, we ensure that you receive current & up to date information.
PLEASE NOTE We will communicate with you regarding any issues regarding returned items... we will only hold onto non faulty or customer damaged returns, which we cannot issue refunds for straight away, for one calendar month from our last communication with buyers. If buyers have not supplied the required information items will be disposed off after this one calendar month.
