IMPORTANT – DELIVERY SERVICE ANNOUNCEMENT: During these unprecedented times, our courier partners have advised that there can be delays in all types of service. Please allow extra time for our delivery services during this time.
For further information, please contact our customer services team at [email protected]. Please appreciate that the entire team are working hard and doing everything we can to ensure you receive your orders as quickly as possible.
UK Delivery
All UK orders over £50 receive FREE delivery! Delivery for UK orders valued at £50 or less is charged at £3.00.
UK deliveries are dispatched by DX Courier Service or Royal Mail – typically delivery can be expected within 2 to 5 working days of placing an order. The same time scales also apply to collections from the clinic.
Please note: For your peace of mind, all parcels are sent on a fully tracked service. To enable our designated couriers to successfully deliver your parcel a signature on delivery may be required. If you are not available to sign for your goods please specify an alternative delivery address (e.g. work) during the checkout process.
Our clinic address is: The Exeter Beauty Clinic Ltd, The Grange, Stoke Hill , Exeter, EX4 7JH.
Further Delivery Information
Orders placed on Saturdays / Sundays or Bank holidays will be processed on the following working day (subject to stock availability).
During the Christmas and New Year period it might take longer to dispatch your order (up to 7 working days).
In the event of delivery not being possible within 14 days (UK) of receiving the order, we will undertake to keep you informed of any changes and give you the option to cancel the order and receive full refund of monies paid.
If an item is 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.
The majority of orders will arrive within the delivery times stated above, however, please allow at least 10 working days for UK delivery & 25 working days for international delivery before contacting us, as we are unable to investigate with couriers until this time has passed.
The Exeter Beauty Clinic Ltd cannot accept responsibility on all orders including express international orders for delays caused by unforeseen circumstances, such as customs clearance or busy holiday periods. In these instances, the original shipping costs cannot be refunded.
If a parcel is deemed lost we will not be able to offer a replacement until 10 – 25 working days after the shipping date depending on the country posted to, subject to customers completing a non-receipt form. If a parcel is lost, we are not able to offer a straight refund, we will however send out a replacement. Any goods not received within the above timescales must be reported to The Exeter Beauty Clinic Ltd in writing 25 working days from the date of dispatch.
In the instance where tracking information shows a parcel has been delivered, however the customer claims it has not been received, The Exeter Beauty Clinic Ltd must be notified in writing within 10 working days from the couriers delivery date. Please note we cannot accept responsibility after this time frame due to courier regulations regarding the compensation for lost parcels.
Please ensure the delivery address provided at checkout is correct. We cannot be held responsible for failed deliveries whereby the address provided by the customer is not accurate. If a delivery fails due to a customer supplying an address incorrectly, we will not re-send or refund the order until the original parcel has been returned to our premises.
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.
Upon receipt of your order you may be asked to sign for the parcel received in good condition. If a parcel appears to be damaged in any way DO NOT accept the delivery and notify us immediately.
* The Exeter Beauty Clinic Ltd FREE delivery applies to UK customers on orders over £50.
Returns Information
Further returns information can be found in our Online Store Terms and Conditions.
Standard Returns Terms and Information
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 on the returns form the reason for return and whether you require a refund or exchange. Please put a contact number on your returns form should you require an exchange. We will not be liable for any packages that are not received by us.
If a pre-paid returns form has been issued, please ensure you keep a copy of this until your return has been processed. If proof of postage of a return is requested, please ensure all details are sent through including postage date and time.
Any delivery charges paid for on an initial order are not eligible for a refund.
Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back.
Refunds can only be made to the billing details provided when ordering.
If you exercise your right of cancellation after 14 days of receipt of the order, any returned goods must be in perfect resalable condition (inner and outer packaging fully intact) and are subject to a 25% re-stocking charge.
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 The Exeter Beauty Clinic Ltd at team@exeterbeautyclinic.
Depending on the issue with the item, you may be required to complete a comprehensive Product Reaction Authorisation Form, and any item(s) in question might be sent back to the manufacturer for thorough testing. This form must be fully completed within 48 hours, including photographs of the reaction.
If a return / refund / replacement / exchange is required due to a reaction, The Exeter Beauty Clinic Ltd will provide full details on what to do during email correspondence.
Refused / Undeliverable Packages
In the case of a parcel being returned to The Exeter Beauty Clinic Ltd 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. The costs for this are as follows; £4.99 for UK delivery. 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 covered by The Exeter Beauty Clinic Ltd will not be refunded (as per the costs above) and a processing fee of £10 will be charged.