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Delivery & Returns Policy
We offer FREE delivery for orders over £20 in the UK and Channel Islands. A charge of £1.95 applies for deliveries under £20.
Free deliveries should arrive in 3-7 working days; however, if you have a preferred delivery option, or would like to receive your order more quickly, then you can choose various options when you check-out on our website.
Guaranteed next day delivery for the UK is available at a cost of £5.99 on orders that are placed before 2.00pm on Monday – Friday. Orders that are placed on Friday before 2pm for next day delivery are guaranteed for Monday, but may arrive on Saturday.
For Guaranteed Saturday delivery, orders must be placed before 2pm on Friday. This service costs £9.99. Orders can be placed any day during the week.
Orders placed after 2pm on weekdays, on Bank Holidays or on weekends will be dispatched the next working day.
Collect from Clinic is available for local customers, orders can be placed online or by calling the store directly on 0800 050 2299. When your order is ready for collection you will receive an “order complete” email or text stating your order is now ready for collection.
Collect from Leicester Laser Clinic, 2 Little Avenue, Leicester, LE4 5EN.
International (inc Republic of Ireland) Delivery
International delivery will be charged according to the table below:
|Delivery Choice||Cost||Carrier Type||Delivery Description|
|Europe and ROI||£6.99||Royal Mail International Signed For||Usually within 5-7 working days. Will require a signature. (orders up to £100)|
|Europe and ROI||£11.99||Royal Mail International Signed For||Usually within 5-7 working days. Will require a signature. (orders over £100)|
|Rest of World Zone 1||£11.99||Royal Mail International Signed For||Usually within 5-10 working days. Will require a signature. (includes Middle East, Asia and North Africa)|
|Rest of World Zone 2||£12.99||Royal Mail International Signed For or Airsure||Usually within 5-10 working days. Will require a signature. (includes USA, Australia and Africa)|
We will arrange for the products to be delivered to the address for delivery indicated in your order. Changes to the delivery address can be made at any time up until the order has been dispatched; if the Delivery Address needs to be changed after the product has been dispatched then the order will need to be cancelled and new order placed.
We will use reasonable endeavours to deliver products on or before the date of delivery set out in our order confirmation or, if no date is set out in our order confirmation, within 5 days of the date of our order confirmation. However, we cannot guarantee delivery by the relevant date.
Many of our deliveries require a signature. If you are not available to sign for your order then a card will be left, informing you that your parcel has been taken to your local Post Office depot, or it may be left with your neighbour. You can arrange to collect it from there, or you can arrange a redelivery with your depot online.
As part of our efforts to maintain a “greener” environment, we try to recycle some packing materials where possible, such as bubble wrap, polystyrene peanut chips and cardboard boxes. Please be assured that your parcel will be properly packaged, even if some materials have been recycled. We hope that you won’t be offended or have any objections to this.
If any products are damaged or broken when they arrived please contact us on 07365 143111.
Undelivered & Refused Packages
If your parcel is returned to us as “not called for”, which means that nobody collected it from the local depot or arranged redelivery, then we will treat this as a cancelled order and we will make a charge of £5 administration fee plus delivery charges to cover costs we have incurred in processing and sending your order. We regret that we cannot be held responsible if the carrier has failed to notify you of an attempted delivery. Packages that are refused will also be treated as undelivered and will be subject to a £5 administration fee plus the delivery charges.
We want you to be happy with your purchase; if for any reason you are not, you can return your items within 14 days of the date you received your order.
Please package your unopened boxes in the original box and enclose a copy of your invoice.
Please contact us by email (email@example.com) or phone (0116 367 8184) and advise us of the reason for your return and we will arrange collection.
Due to the perishable nature of our product, we cannot offer refunds or exchanges on used or opened boxes of the product.
Refund/exchange on orders – If you require a refund, we will refund the purchase price of your order excluding the original delivery charge. We will also deduct an administration charge of £5 from your refund; please contact customer services for the exact amount that will be deducted from your refund.
Faulty or Missing Items
If you believe the goods to be faulty, please notify us within 48 hours of receipt of the item and we will issue you a full refund upon inspection of the goods and confirmation that there is a fault.
We ask that you contact us in writing to firstname.lastname@example.org. We refuse the right to cancel the contract if the seal for products have been broken by you beyond the capacity it may have been required to find the damage.
If an item is missing from the order, contact Online Skin in writing to email@example.com within 48 hours of receipt of the order.
Online Skin cannot accept responsibility for faulty or missing items from an order if contacted after 48 hours of receipt.