FAQs
Online Order proceedure
Orders placed online can be paid by PayPal or credit card.
Our general business hours for order processing are Monday to Friday 9am to 7pm - so if you place an order on a Friday night for example, it will not be posted until the following Monday. We are also closed bank holidays. If an order is placed over a bank holiday period, it will be processed once we resume normal business hours.
Orders can only be sent out for delivery Monday to Friday - excluding bank holidays (hence our operating hours) We use Royal Mail and a DPD courier service, so depending on which option you choose, will depend on how quickly your order arrives. On extremely rare occasions there may be a delay on your order beyond our control (courier delay due to snow, staff issues with covid or road clolsures for example) Please also expect a slight delay with your order if you place an order during a promotional period - this is because promotions / sales can generate up to 10 times our normal volume of orders and unfortunately we do not then have 10 times the number of staff to deal with them all. Whilst we can only apologise if this ever happens, we cannot refund delivery charges in any way.
If you need to AMEND an order - please text or Whatsapp us immediately on 07735 902910 with your name and order number - we are able to manually amend or add items to orders as long as they haven't already been picked and packed.
You can also chat to us on our website with facebook messenger - if you do contact us about an order using messenger, please make sure you tell us your name and the order number.
An orders placed online will default to 'processing' stage - once payment has been taken and the order is packed, it will update to 'completed' - that means your order will be sent out that day - if you have chosen our DPD courier service, you will also receive a text from them with an idea of time of delivery (usually next working day)
Returns... In the rare event you may wish to return an item - Gels are classed as cosmetic items and cannot be returned - other items may be returned, but will be refunded less shipping charges, subject to a restocking fee of 20% of the value and a sale reversal fee of a further 5% of the value - you will also be responsible for the cost of return. Please email, text or Whatsapp us for further information on returning items. This does not affect your statutory rights.
The return fees are to cover the cost of packing, the cost we incurred picking and packing the order and then unpacking, checking, restocking, payment and refund processing fees and admin fees