SHIPPING AND RETURNS
If you have any queries regarding delivery, please email email@example.com and a member of our team will respond to you as soon as possible. Please appreciate that the entire team are working hard and doing everything we can to ensure you receive your order as quickly as possible.
UK DELIVERY, INCLUDING NORTHERN IRELAND
Standard UK Delivery (2-10 Working Days) - £3.95
CHANNEL ISLANDS, ISLE OF MAN & REPUBLIC OF IRELAND
Standard Delivery (2 - 10 Working Days) - £4.95
COLLECT FROM STORE
Free. Customers will be advised when their order is ready to collect (2-3 working days).
Orders placed after 2pm or on a Saturday, Sunday or Public Bank Holiday will usually be dispatched on the following working day. During the Christmas and New Year period it may take slightly longer to dispatch your order. Please note, some items may be dispatched directly from our supplier.
Our system is updated to show all out of stock items. However, if an item ordered is subsequently found to be out of stock, we will aim to contact you within 5 working days of your order being placed. We may offer alternative items or inform you of the date that we expect the missing item(s) to be back in stock, or offer you a full refund of all monies paid.
Most orders will arrive within the delivery times stated above, however, please allow at least an additional 5 working days before contacting us.
The Sugaring Salon cannot accept responsibility for delivery days caused by unforeseen circumstances, such as customs clearance or busy holiday periods. In these instances, the original shipping costs cannot be refunded.
Any orders that have not been received within the guidance timescales as shown above must be officially reported to The Sugaring Salon. After 21 working days from the date of order has passed, and if a parcel is proven as lost, we will send a replacement as quickly as possible. We are not able to offer a straight refund.
In the instance where tracking information shows a parcel has been delivered, however the customer claims it has not been received, The Sugaring Salon must be notified in writing within 10 working days from the documented delivery date. Please note we cannot accept responsibility after this time frame due to regulations regarding compensation for lost parcels.
Please ensure the delivery address provided at checkout is correct. We cannot be held responsible for any failed deliveries whereby the address provided by the customer is not accurate, or on the occasion that the package has been rejected at an address. If a delivery fails, we will not re-send or refund the order until the original parcel has been returned to our premises. An additional charge for re-delivery will be levied.
The products you order will be delivered to the delivery address you give when you placed your order, however, if you are a new customer placing an order for the first time, we reserve the right to post only to the billing address provided should this differ from the delivery address.
DAMAGED PARCELS IN TRANSIT
Upon receipt of your order, you may be asked to sign for the outer parcel as being received in good condition. If a parcel appears to be damaged in any way DO NOT accept the delivery and notify us immediately. We cannot accept responsibility for damaged items which have been signed for and accepted by you.
Please see our comprehensive returns information below, should you need to return an item(s) for any reason.
We understand that on occasion you may need to return an item. Due to the nature of the products we sell, items cannot always be returned (this does not affect your statutory rights).
You cannot return an item if:
The product has been opened.
The product has been used.
The goods are non-returnable for hygiene reasons.
To return an item(s), please contact firstname.lastname@example.org. Items for return must be in perfect resalable condition and must be notified to us first, and returned to us with 21 working days of the date of order.
Please note: If you believe you have a faulty product please contact email@example.com within 48 hours of receipt.
STANDARD RETURNS TERMS AND CONDITIONS
If a purchased product has been used or opened (hologram no longer intact, manufacturer / factory seal no longer in place or packaging damaged), then it will not be eligible for a return, refund or exchange.
If an item(s) is returned to us and it has been used / opened / is not in a resalable condition or does not pass the UV light checking process, the customer will be contacted and informed. The customer can then determine whether they would wish for us to dispose of the item(s) or whether they wish, at their own cost, to have the item(s) returned to them. No refund will be given for items returned that are not in a resalable condition.
Returns postage is at your own cost and risk. We would recommend that you return your items via a tracked delivery service. Please clearly state upon contacting us whether you require a refund or exchange. Please put a contact number on your email in order than we may contact you to discuss if needed. We will not be liable for any packages that are not received by us.
Please send us a copy of your proof of postage of return, including postage date and time.
Any delivery charges paid for on an initial order are not eligible for a refund.
Refunds can only be made to the billing details provided when ordering.
We aim to process all returns as quickly as possible.
All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. We cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company.
FURTHER RETURNS INFORMATION
Please note, to investigate any claims of faulty or damaged products, we will require the product and related packaging to be returned to The Sugaring Salon. Unfortunately, we are unable to accept these claims without the relevant packaging as they must be returned and logged.
DAMAGES OR INCORRECT PRODUCTS
Please inspect goods fully on receipt. Any damages / shortages / incorrect products must be reported to The Sugaring Salon in writing at firstname.lastname@example.org within 48 hours from receipt of goods, with full details of the issue, along with photographs of all packaging and contents.
If a return / refund / replacement / exchange is required, The Sugaring Salon will provide full details on this process during email correspondence.
The Sugaring Salon cannot accept responsibility for damages / shortages / incorrect products reported after the stated 48-hour period.
If you feel that an item you have received is faulty, please report this immediately in writing with detailed information on the issue to email@example.com.
If a return / refund / replacement / exchange is required due to a fault, The Sugaring Salon will provide full details on this process during email correspondence.
REACTIONS TO PRODUCTS
Please note: It is the customer’s responsibility to patch test any product prior to use. Always check compatibility of any purchased products with other material facts that can affect results described.
If you have followed the above process but feel that you have had a reaction to a product, please immediately report this in writing to firstname.lastname@example.org and include photographs of the reaction. Any item(s) in question might need to be sent back to the manufacturer for thorough testing.
If a return / refund / replacement / exchange is required due to a reaction, The Sugaring Salon will provide full details on what to do during email correspondence.
REFUSED / UNDELIVERABLE PACKAGES
In the case of a parcel being returned to The Sugaring Salon due to an incorrect delivery address being provided or the customer not collecting from their postal office / depot, a re-delivery cost will be charged.
Customers will be contacted via email should a parcel be returned to us.
If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost will not be refunded and a processing fee of £10 will be charged.