Delivery & Returns / Shipping
Standard 1st or 2nd Class UK Delivery
Orders are sent to any residential destination in the UK by Royal Mail using either their 1st or 2nd class standard service, dependant on order size and value. We aim to deliver all goods to UK addresses within 5 working days.
We aim to dispatch all orders received before 3pm GMT the same day. Orders delivered after this time will be dispatched at 9am the following morning.
If there should be a problem with your order then we will inform you by email or telephone. Deliveries may occasionally be required to have a signature, so if possible please give a delivery address where the order can be signed for during working hours.
We also offer a guaranteed next working day delivery service within the UK. This is a chargeable service and is shown on the checkout stage of your order. Orders placed before 3pm will be guaranteed for delivery on the next working day. Orders placed after 3pm will be dispatched at 9am the following morning and the next day guarantee will only start from that point in time. Note orders placed in time on Friday’s will more than likely be delivered on Monday although delivery may be attempted on the Saturday morning (this is at the discretion of Royal Mail or any courier that we may use). Orders placed over a weekend will be processed and dispatched on the following Monday for delivery on Tuesday. Bank Holidays and strikes will cause a delay (for whatever their duration) and should not be considered working days.
These timings assume that the item(s) you order are in stock, which they should be if displayed on our website. However, sometimes stock discrepancies occur and an item may be accidentally on display but unavailable. If this should be the case then we will inform you by email as soon as we find out (and we will of course refund you the next day delivery surcharge unless you chose an alternative item in time for us to substitute it and still dispatch that day) for peace of mind we highly recommend you contact us to check if an item is in stock.
All International Orders
The Skin Clinic Direct Limited accepts payments from Visa, MasterCard and most major credit cards and Paypal.
Delivery to any address outside of the UK will in all cases be sent via Track and sign service as this is more secure and allows both us and you to keep up to date with its journey.
International customers are responsible for all applicable duties and taxes. Please check with your local customs office for detailed information.
Customs, import duties (if any) and local taxes are assessed when the package arrives in your country. These additional fees are the responsibility of the recipient.
Your payment will be billed in UK Pounds and your credit card company will bill you with your home currency at the current exchange rate.
Due to high risk and/or shipping costs, The Skin Clinic Direct Limited may not ship to some countries.
We will contact you by e-mail if we are unable to ship to your country.
How much does shipping international cost?
International shipping varies due to the weight of the product. When purchasing from an international destination the website will automatically work out the cost of the postage prior to purchase. If you have any problems with this service then please feel free to contact us via the email address or contact form on the website.
VAT & Import Duty
VAT is automatically removed for orders delivered to the Channel Islands and outside of the European Community. VAT cannot be removed for deliveries within the European Community.
Some countries may charge you import tax for certain items. If you have any queries regarding this then please contact your local tax office who should be able to assist you further. Unfortunately The Skin Clinic Direct Limited cannot advise on import tax and duty enquiries.
If you are not happy with your purchase for any reason, you can return it to us as long as the products is unopened and the security seal is not broken. We will then refund you with the price you paid for that item.
All we ask is that you inform us by email or post and return the product within 30 working days from the receipt of goods. We will send you a return code and the return address. Write the return code on the outside of the packaging, and then return the products to us, at your expense and in an unopened and unused condition and in the original undamaged packaging, for a full refund less carriage charges. We recommend using an insured delivery service.
Returns must be made within 30 working days of delivery. Returns for outside of this timeframe will not be considered
You should allow up to 21 days from receipt by us of your returned goods for your refund to be processed. We will normally refund you using the same payment method that you used to purchase the goods. Postage and packaging charges will not be refunded. This does not affect your statutory rights.
Please note that you are entitled to cancel any contract completed with us within 7 working days of receipt of the goods or services.
If you do cancel a contract, then you must notify us in writing by sending a letter to The Skin Clinic Direct Limited. 84 Kiln Lane, Eccleston. St.Helens, Merseyside, WA10 4RJ, by using the contact form on the website or finally by calling us on 01744 736170 (Lines open Monday to Friday from 10am – 5pm and Saturday 9.30am – 3pm GMT). You must retain possession of all goods you wish to cancel until agreement is reach between both parties and ensure that the products are kept in the same condition as sent. All items must be sent back to us at your expense, unopened and with the security seal unbroken.
A refund will be raised once the goods have been returned, checked and processed. Please allow up to 21 days for this process to be completed.
You also have the right to cancel your order prior to dispatch, however no order can be cancelled during transportation.
Damaged or Faulty Goods
We employ professional carriers. Nevertheless, you must examine goods on arrival before signing for it. We will refund the full purchase price including postage and packing of an item which is delivered in a damaged or faulty condition or which develops a fault within 3 months from delivery (other than due to normal wear and tear, failure to follow instructions or misuse).
Alternatively, at your option, we will replace the item with the same or a similar product (subject to stock availability).
If a product is damaged or faulty, please contact us at once and no later than 14 working days of receipt, or of the fault developing, and we will arrange a refund or replacement as you request.
Sometimes the product specifications from the manufacturer may change, in which case, if you request a replacement, we will do our best to offer you a substitute of the same or better quality at the same price. If you are not happy with the replacement, you can return it in accordance with our returns policy as outlined above under RETURNS section.
Please allow 30 days from receipt by us of your item for your refund to be processed or replacement item dispatched.
We reserve the right to refuse to issue a refund/replacement item and to recover the cost of the returns delivery from you in the event that the item is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear. This does not affect your statutory rights.
Should you have any questions about our shipping and delivery process, please contact us here.