Delivery & Returns
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We offer a wide range of flexible delivery options to have your products delivered when it suits you.
Track your delivery
To track the progress of your delivery, please click here.
Delivery:
You may be eligible to reclaim import taxes and duties. However, this requires a personal application to your local government or authority and we are unable to support this process.
In case you order a number of products, it may happen that your order arrives in several deliveries. This also applies to products that have to be pre-ordered. However, we will only charge you one shipping fee.
Order tracking:
You will receive an email with the tracking number and shipping confirmation once your order leaves our warehouse. You will be able to check your order on the website of the shipping service corresponding to the selected shipping method.
Gifts with purchase
All free or complimentary gifts with purchase are subject to availability and we cannot provide an alternative gift at the same RRP value.
Returns
Want to return your item? No problem, please start a return using the link below. Please note that we cannot be held responsible for loss or damage to your package during transit.
We understand you might need a little more time over the festive period to return items to us so from 1st November you can return any unopened and unused items to us for a refund until the 31st January.
We will also extend any money back guarantees purchased within this period by 30 days.
Warranty terms and conditions remain unchanged. For more information, please see our full returns policy
Please note that we cannot be held responsible for loss or damage to your package during transit.
Returns Policy
Changed Your Mind?
You have 30 days to return your item(s) for a full refund. Items must be new and unused, with all original accessories, free gifts, packaging, and seals intact. If any items are missing from your return package, their value will be deducted from your total refund amount.
You must cover the cost of return shipping. Where possible, a returns label will be provided for a fee. If we are unable to offer a return postage label, instructions will be provided on how to return your item to our warehouse. When self-posting, we strongly recommend using a tracked and insured shipping method in case of loss or damage in transit, as well as obtaining a receipt when you drop off your parcel. You must tell us you plan to return an item by submitting a request on our returns portal. Unauthorised returns won’t be processed. Please don’t send items to the address shown on your delivery label, as it can’t accept returns.
All returns are subject to inspection. Returns that are incomplete, unsaleable or don’t meet our conditions may be refused or refunded only in part. Our teams will assess each return based on the above criteria to determine any deductions.
For hygiene reasons, we can’t accept change-of-mind returns of products that have been opened or used, as they can’t be resold – our customers’ safety is very important to us. For the same reason, we also can’t accept returns of consumables such as cleansers, gels, patches, hydrogel masks and skincare products.
Cancellations and Amendments
Once your order is placed, we offer a 30-minute editing window to allow for amendments or cancellations. After 30 minutes, we will endeavour to assist with requests but can’t guarantee changes as orders are processed quickly. Please double-check your order details, discount codes, and shipping information before completing your order; we are not responsible for lost or delayed orders due to errors in the shipping information provided.
If we are unable to cancel your order, please accept the delivery and then submit a return request. If you refuse the delivery, it can take months for the parcel to be returned to us, and we won’t process a refund or exchange until it has been received by our warehouse team.
Faulty Products
If you believe your product has developed a fault, please submit a return request using our online returns portal. Submitting a request doesn’t guarantee approval of your return. Our team will review it and may contact you with relevant troubleshooting recommendations or to ask for further information. If a fault develops within 6 months of purchase, we’ll cover the return postage and provide a prepaid returns label. After 6 months, you’ll need to cover the postage cost.
If a fault is confirmed within 6 months of purchase, you can choose a refund or a like-for-like replacement. After 6 months, we’ll offer a like-for-like replacement or store credit. For limited edition models, we’ll try to replace the device with the same model, but where this isn’t possible, we’ll replace it with the standard model. If an item is discontinued during the warranty period and we’re unable to replace it, we may offer store credit as an alternative. You can also choose to upgrade to a newer model and pay the difference. If you do, your warranty will be extended by 12 months.
Devices will be tested upon receipt at our warehouse, and where they’re found to meet manufacturer specifications, they will be returned to you.
Please don’t send any consumable products or accessories with your faulty device. These won’t be replaced. Where one item from a bundle is faulty, you must return only the faulty item.
In the unlikely event of two devices becoming faulty within 12 months of purchase, you’re entitled to a refund or replacement. Your warranty period isn’t refreshed with replacement devices; it remains active from the original date of purchase.
Refunds
We aim to process returns within 14 working days of receipt, though this may take longer during busy periods like Black Friday and Christmas. You’ll receive an email once your return is processed.
Refunds take an average of 5 working days to be credited to your original payment method once issued. However, this depends on the payment provider and can take up to 14 working days to appear. Purchases made with a gift card will be refunded as a gift card. Gift cards can’t be exchanged for money.
Responsibility
If your parcel arrives damaged, contact Customer Care with clear photos of the item and packaging so we can raise it with the courier. Damaged packaging isn’t grounds for a refund, partial or complete, as the packaging is designed to protect your purchase in transit. If the actual product is damaged, we’ll arrange a replacement.
Returns are your responsibility until they reach us, so please pack them securely. If a returned parcel is lost, what happens next depends on how it was sent. If we provided the label, we’ll investigate, which can take up to 20 days. If you used a self-post method, it is your responsibility to raise an investigation and pursue compensation from the courier as you are the sender. Your return won’t be processed during an investigation.
If you mistakenly send us an item you didn’t buy from us, we’ll do our best to contact you and hold the item for a short period – usually 30 days – while we try to resolve this with you. You’ll need to cover the cost of sending it back to you. We can’t process a refund, exchange or replacement until the correct item is delivered to us. We’ll make every effort to return the incorrect item to you, but we can’t guarantee this will be possible and don’t accept liability if the item can’t be located and returned. If we can’t identify the sender or don’t hear back from you, the item may be disposed of. Please double-check the item you’re returning and the return details before posting anything to us.
Items purchased from third-party retailers are covered by the retailer’s own warranty conditions; we can’t assist with faulty products which were purchased elsewhere.
Warranty
All devices come with a 2-year warranty covering manufacturing defects. It’s valid from your original order date and isn’t extended with replacements. If you choose to upgrade to a newer model instead of a replacement, your warranty will be extended by 12 months.
The warranty doesn’t cover damage caused by negligence, misuse, or unauthorised modification. The warranty belongs to the original purchaser and can’t be transferred.
Fair Use
If we notice unusual returns activity, such as used devices being returned, frequent ordering and returning, or returned items not matching the order, we may deactivate your account and any linked accounts. If you think we’ve made a mistake, please contact Customer Care.
If your account has been deactivated and you need to make a valid return, Customer Care will send you a returns form, but you’ll need to cover the return postage.
