Delivery and returns
Delivery and returns, made simple
Fast, tracked delivery across the UK and beyond, and a straightforward process if you need to send something back. Here's everything you need to know.
Delivery rates
Delivery charges are worked out at checkout from your order total and destination. Choose a region to see the options.
UK mainlandFree over £50
Standard tracked
- Orders up to £9.99£6.95
- Orders £10 to £49.99£4.95
- Orders £50 and overFree
Usually delivered within 1 to 3 working days of despatch.
Premium
- Next working day£8.95
- Next working day by 12pm£12.50
- Next working day by 10:30am£18.95
- Saturday or Sunday£9.95
- Saturday or Sunday by 12pm£13.95
Order by 3pm on a weekday for same day despatch, subject to stock.
UK offshoreFree over £85
Northern Ireland and Scottish Highlands
- Orders up to £54.99£8.95
- Orders £55 to £84.99£5.95
- Orders £85 and overFree
Usually delivered within 2 to 4 working days of despatch.
Postcodes: AB31 to AB38, AB41 to AB56, BT, IV, KA27 to KA28, KW, PA20 to PA38, PA41 to PA49, PA60 to PA78, PA80, PH15 to PH50, TR21 to TR25.
Channel Islands, Isle of Man and Scottish Islands
- Orders up to £64.99£9.95
- Orders £65 to £99.99£7.50
- Orders £100 and overFree
Usually delivered within 2 to 4 working days of despatch.
Postcodes: GY, HS, IM, JE, ZE.
Republic of IrelandFree over £120
DPD tracked
- Orders up to £119.99£12.00
- Orders £120 and overFree
Usually delivered within 2 to 4 working days. Import VAT at 23% plus a clearance fee of around €6.15 is collected by DPD before delivery. For example, an order worth £100 excluding VAT would have around €29 to pay.
Europe2 to 10 working days
DPD tracked
- Delivery chargeShown at checkout
Usually delivered within 2 to 10 working days. Import VAT at your local rate plus a clearance fee of around £5.50 (€7.50) is collected by the courier before delivery.
Rest of the world8 to 30 working days
DPD tracked
- Delivery chargeShown at checkout
Usually delivered within 8 to 30 working days. Any import duties, taxes and clearance fees are collected by the courier before delivery.
Ordering from outside the UK? Import duties, taxes and clearance fees may be charged by the destination country. They aren't included in our prices or delivery charges and are payable by the recipient before delivery. If they're refused or left unpaid, the parcel will come back to us and we'll refund your order minus the outbound and return delivery costs.
How delivery works
We send most orders with DPD, one of the UK's leading carbon neutral couriers.
Tracking your parcel
Once your order is packed you'll receive a despatch email with your DPD tracking link, followed by live updates by email or text. DPD collect late in the afternoon, so the first tracking update can take up to 12 hours to appear.
Missed your delivery?
DPD will try again or leave a card with your options, and you can usually reschedule or divert to a Pickup shop from your tracking link. UK parcels get two delivery attempts before they're returned to us.
Leaving it in a safe place
You're welcome to choose a safe place for your parcel. Once it has been delivered there, we can't accept responsibility for loss or damage, and it may affect a claim for missing items.
Orders in more than one parcel
We always try to send everything together. If an item is delayed, your order may arrive in more than one parcel, each with its own tracking link.
Pre-order items
If your basket includes a pre-order item, we'll hold the whole order until it's ready. If you need the other items sooner, place them as a separate order.
Not arrived yet?
Your tracking link is the quickest way to check where your parcel is. If a UK or Ireland order hasn't arrived within 10 working days, get in touch and we'll investigate with DPD. For Europe allow 20 working days, and 30 for the rest of the world.
Returns
Changed your mind? You can return unopened items within 14 days of receiving your order.
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01
Request a return
Sign in to your account, open your order and choose Request return within 14 days of receiving it. Prefer to talk to us? Just get in touch with your name and order number.
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02
Pack and send
Once approved, we'll email you a prepaid Royal Mail Tracked 48 label. Pack the items in their original packaging with your order number inside, then drop it off at any Post Office.
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03
Receive your refund
We'll check your return and confirm within 2 working days of it arriving. Change of mind returns have £3.95 taken from the refund to cover the label. Faulty, damaged or incorrect items are refunded in full.
We can accept
- Unopened and unused products
- Items in their original, undamaged packaging
- Products with any factory seals intact
- Any gift with purchase that came with the order
We can't accept
- Opened or used products
- Items with damaged packaging or broken seals
- Returns requested more than 14 days after delivery
- Gift cards
Any gift with purchase must be returned too, otherwise its value will be deducted from your refund. Refunds are made in pounds sterling. This doesn't affect your statutory rights. Read our full refund policy.
Something not right?
We check every order before it leaves us, but if there's a problem we'll put it right as quickly as we can.
Damaged, missing or incorrect items
Please check everything on arrival, including the packing paper, as small items are sometimes wrapped inside. Some of our products have very similar names, so it's worth checking your invoice too.
If something is damaged, missing or incorrect, get in touch within 14 days of receipt with your order number and photos of the outer packaging (including the shipping label) and the contents. We'll arrange a collection or a freepost label, and send a replacement with no delivery charge. If you'd prefer a refund, we'll refund the cost of the item.
Faulty products
Let us know within 14 days of receipt and tell us what's happening. Faulty items are reviewed case by case by our customer care team.
Airless pump not dispensing? It may have an airlock, which you can usually fix at home:
- Cover the nozzle with your finger and pump around 20 times.
- If that doesn't work, look for one or two tiny holes on the base of the bottle.
- Gently push an opened paperclip 1 to 2cm into the hole to release the disc inside, then pump again.
Still not working? Get in touch and we'll arrange a replacement.
Sensitivity or a reaction
If a product doesn't agree with your skin, stop using it and get in touch. We can often suggest how to reintroduce it gently into your routine.
We usually can't accept used items back, but some brands offer a reaction process. If a return is agreed, the item must reach us within 7 days, and photos of the reaction will help us investigate. We always recommend patch testing a new product before you use it.
Refused or undeliverable parcels
If a parcel comes back to us because of an incorrect address or failed delivery attempts, there's a redelivery fee of £5 for UK mainland, £10 for UK offshore and £15 for Ireland. For other destinations, it's the original delivery charge.
We'll contact you within 2 working days to ask how you'd like to proceed. If you'd rather cancel, we'll refund the items minus the original delivery charge and a £10 processing fee.
Shipping restrictions
Some brands can only be sent to certain destinations because of brand agreements, and items such as aerosols can't travel everywhere.
UK, Ireland and Channel Islands only
Advanced Nutrition Programme, Dermalogica, Environ, Medik8 and any products containing aerosols
UK only
RevitaLash and Skinade
Frequently asked questions
Delivery questions
When will my order be despatched?
How do I track my order?
How long will delivery take?
What happens if I miss my delivery?
Can I change my delivery address after ordering?
Can my parcel be left in a safe place?
Can you deliver to my work address?
Will everything arrive together?
Which countries do you deliver to?
For the full details, read our shipping policy and refund policy.
Still have a question?
Our team is happy to help with anything delivery or returns related.
Free UK Mainland Delivery Over £50
Because looking after your skin should be simple.
14-Day Returns Policy
Changed your mind? No problem, send it back unused within 14 days.
Express Delivery
Order before 3pm for next day delivery on hundreds of items.