Question 1

Delivery Costs

Accepted Answer

Royal Mail Standard Delivery (2-5 Working Days)
£4.45 (or FREE on orders over £50)

Royal Mail Priority Delivery (1-4 Working Days)
£5.99

Royal Mail Special Delivery (1-2 Working Days)
£7.99 (or FREE on orders over £300)

Channel Islands & Isle of Man
Priority Mail Delivery (2-5 Working Days) - £19.99
Royal Mail Delivery (2-10 Working Days) - £5.99 (FREE on orders over £100

Question 2

Delivery Terms & Policy

Accepted Answer

Orders placed after 12pm Friday, on a Saturday, Sunday or on a Public Bank Holiday will be dispatched on the following working day at the earliest (subject to stock availability).

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.
Zoe Skin London cannot accept responsibility on all orders, for delays caused by unforeseen circumstances, such as busy holiday periods. In these instances, the original shipping costs cannot be refunded.

If a parcel is deemed lost in transit, we will not be able to offer a replacement until 10 - 25 working days after the shipping date, 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 once we had confirmed that the parcel is lost in transit. Any goods not received within the above timescales must be reported to Zoe Skin London via email 5 working day from dispatch for UK deliveries.
If a parcel has been logged as delivered but you are unable to locate the parcel, please contact us within 48 hours of the parcel being logged as delivered. We will then start our non-receipt process. 
 We will not be able to offer a replacement until a non-receipt form has been fully completed and returned to us within 5 working days of the non-receipt from being sent to you and an investigation has taken place. This could take up to 25 working days, depending upon the courier.

Failure to adhere to either of the above timescales will result in us being unable to investigate non receipt with the courier and we will therefore deem that the parcel has been successfully delivered.

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. If you choose to receive a refund, the cost of delivery, even if you qualified for free delivery, will be deducted from the refund amount.  If you choose to have the products re-sent, you will need to pay for the redelivery, even if you have already paid a delivery fee on the original order.

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 agreeing that it has been received in good condition. If a parcel appears to be damaged in any way DO NOT accept the delivery and notify us immediately.

Question 3

Returns

Accepted Answer

Please see our comprehensive returns information, should you need to return an item(s) for any reason. The easiest way to return an item is via Royal Mail, however, further returns information can below found below.

Delivery charges paid on an order are not eligible for a refund and if you qualified for free delivery, the original postage and packaging cost covered by Zoe Skin London will be deducted from the refund amount as per the table below.

UK Returns Courier - Return Fee
Royal Mail	Standard Delivery £3.99
Priority Delivery £5.99
Premium Delivery £7.99
 
Channel Island & Isle of Man - Courier	Delivery Cost
Royal Mail	Standard Delivery £5.99
Priority Delivery £19.99

Question 4

Returns Terms & Policy

Accepted Answer

STANDARD RETURNS TERMS
If a purchased product has been used or opened (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. We will not be held responsible for any return that is in transit and has not been physically received on our premises and we will not be responsible for any damage that occurs whilst your return is in transit to 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.  If your order qualified for free delivery, the delivery costs incurred by Zoe Skin London when your order was shipped will be deducted from the refund amount as per our return fees.

If your order qualified for a free gift, this must also be returned before your refund or replacement can be processed. 
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.
We aim to process all returns as quickly as possible and you should receive confirmation of this within 5 working days of us receiving the return.  
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.
All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. Zoe Skin London cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company.

FURTHER RETURNS TERMS
It may be that you need to return an item for another reason other than listed above. The sections below provides more information on returns for the following:
 • Damages / Shortages / Incorrect Products
 • Faulty Products
 • Reactions to Products
 • Refused / Undeliverable Packages

Please note, in order to investigate any claims of faulty or damaged products, we will require the product and related packaging to be returned to Zoe Skin London. Unfortunately, we are unable to accept these claims without the relevant packaging as they must be returned and logged with the manufacturer.
If a parcel is short of an item, we are not able to offer a straight refund, we will however send out a replacement.

Question 5

Damages, Shortages And Incorrect Products

Accepted Answer

Please inspect goods fully on receipt. Any damages / shortages / incorrect products must be reported to Zoe Skin London in writing within 24 hours from receipt of goods, with full details of the issue, along with photographs of all packaging and contents.
If a return / refund / replacement / exchange is required, Zoe Skin London will provide full details on this process during email correspondence. This process may involve you completing a Non-Receipt of Goods Declaration Form.

Zoe Skin London cannot accept responsibility for damages / shortages / incorrect products reported after the stated 24-hour period.

Question 6

Faulty Products

Accepted Answer

If you feel that an item you have receive is faulty, please report this immediately in writing with detailed information on the issue to Zoe Skin London.

Returns for faulty products are reviewed on a case-by-case basis and the outcome of the return eligibility is at the discretion of the Zoe Skin London team.

Depending on the issue with the item, you may be required to complete a Product Query Form, and any item(s) deemed faulty might be sent back to the manufacturer for thorough testing.

If a return / refund / replacement / exchange is required due to a fault, Zoe Skin London will provide full details on this process during email correspondence.

Question 7

Reactions To Products

Accepted Answer

If you have had a reaction to a product, please immediately report this in writing to Zoe Skin London. Customers must notify us of any product reactions within 28 days of receipt of the order.

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 of the form being sent from us to you and must be accompanied with photographs of the reaction.  Photographs of the reaction must be taken within 24 hours of the reaction taking place.

Question 8

Refused Or Undeliverable Packages

Accepted Answer

In the case of a parcel being returned to Zoe Skin London 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 detailed on our returns page.  Customers will be contacted via email should a parcel be returned to us. If we don’t hear back from the customer within 5 working days, the order will be cancelled and refund in line with our return charges and a processing fee of £10 will be charged.  
If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost covered by Zoe Skin London, even if you qualified for free delivery, will be deducted from the refund amount in line with our return charges and a processing fee of £10 will be charged.

Question 9

Payment Options

Accepted Answer

Zoe Skin London is proud to offer a range of payment options for our customers. Simply add your desired items to basket and head to check out, then select your preferred payment provider on the payment page. Please note, you may be redirected to the chosen site to complete your order.

Question 10

Payment Methods

Accepted Answer

Paypal Pay in 3. Helping you stay in control of your budget. Split your purchase into three interest-free payments, no set up fees or charges.
Zoe Skin London also offer the following forms of payment:
•	Amazon Pay
•	Apple Pay
•	Google Pay
•	PayPal Express Payments
•	Visa
•	Mastercard
•	Visa Electron
•	Maestro
•	American Express
•	Discover
•	CartesBancaires
•	Diners
•	JCB
•	ChinaUnionPay
Terms & Conditions apply to each payment provider.

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