The costs of delivery will be as indicated to you on Our Website.
We currently deliver to mainland UK customers only. We do not deliver to P.O. Boxes or BFPO. We use Royal Mail and couriers to deliver goods. We choose the most appropriate courier depending on the size and weight of your order. It is not possible to pick up orders from our warehouse.
We offer the following delivery options:
UK Standard: £3.95 . Usually 2 – 5 working days to any UK address including Channel Islands and Isle of Man. Allow up to 14 working days for delivery.
UK Standard: Free. All orders over £30. Usually 2 – 5 working days to any UK address including Channel Islands and Isle of Man. Allow up to 14 working days for delivery.
We will deliver products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. If we are unable to deliver them with 30 days after the day on which we accept your order we will contact you with an estimated delivery date.
For security reasons, parcels may require a signature on receipt. If you are unable to be at home to receive your delivery, please provide a secondary delivery address where someone will be available to sign for your parcel. Anyone at the specified delivery address may sign for the parcel.
If no one is available at your address to take delivery and the products cannot be posted through your letterbox, a note informing you of how to rearrange delivery or collect the products from a local depot will be left. If after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions. We may charge you for storage costs and costs incurred in re-sending the parcel will be met by you and will have to be paid in full before delivery can be scheduled.
If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
We may need certain information from you so that we can supply the products to you, for example, name and address. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
Changes or corrections to addresses cannot be made once the order has been placed. If the address provided for delivery is incorrect, we are not responsible for the non-delivery or loss of your order. All our deliveries have a return address label and any parcels that are undelivered and returned to us due to incorrect address, might incur a charge from our courier. This charge will be added to your order cost. Please note that this charge includes free delivery offer. All costs incurred for re-delivering the parcel to a corrected address must be paid by you.
We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
We use Royal Mail and couriers all of whom use a tracking service which allows us to locate your parcel at all times. In the unlikelihood that a parcel goes astray, a claim cannot be made for 7 working days (excluding Bank Holidays). A refund will not be paid out until this time has elapsed and all efforts to find your parcel have been unsuccessful. We are not responsible for any damage incurred by a customer due to delayed or lack of delivery of goods regardless of the method of delivery.
If you would like any additional information about deliveries to the UK, please, contact our customer service team via ‘Contact Us’.
We will offer you a refund on unopened items returned to us within 14 days of receipt provided they are in their original re-saleable condition. Simply return the item/s to Pure Skin Lab in their original condition within 14 days of receipt following the steps below. To return any items to Pure Skin Lab, please, follow these steps:
1 – Request a Return Information Form. Contact our customer service team to obtain your Return Information Form (RIF). When requesting your RIF, provide your order reference number and which items you wish to return. Returns cannot be processed without a RIF. To request your RIF, please, contact our customer service team via our ‘Contact Us’ form.
2 – Return items. Send the items you wish to return to Pure Skin Lab following the instructions you would have received from us, including your unique RIF. Wrap items securely in the same or similar packaging in which you received them. The item is your responsibility until it reaches us. We recommend you return your package by Recorded Delivery or using a special delivery service that insures you for the value of the goods as we are not liable for lost returned parcels. We are not liable for the cost of returning any goods. The address for returns is:
Pure Skin Lab Returns
Unit 7, Mill Hurst Business Park
3 – Inspection and Refund. All returned goods will be examined upon receipt. For reasons of hygiene we are unable to offer refunds or replacements on any opened or used goods unless they are faulty. We will process your return as quickly as possible and will notify you by email once your refund has been processed. Your refund will be made by the original or agreed payment method, we will refund you the price your paid for the products including delivery costs. However, we may make deductions from the price, as described below no later than 14 working days after we have received the goods.
If you are exercising your right to change your mind:-
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you.
Your statutory rights are not affected.