FAQs

SHIPPING

Once your order has been processed by our warehouse, you will receive a confirmation of despatch via the carrier which allows you to track your parcel and its delivery time.

We currently ship worldwide, but there are some exclusions so please do check out our shipping policy to ensure your country is listed.

You can see the countries we ship to here.

BILLINGS

The way we're taking VAT from customers in EU countries is changing. On orders equal to or under €150, VAT will be charged at checkout and not on arrival into your chosen country. The VAT rate is dependent on the EU member state you are residing in, we encourage you to check this via the European Commission website.
If your order exceeds the value of €150, VAT and import duties will be charged upon importation into your country, by your chosen carrier. These charges are subject to the EU member state where the goods are being imported and out of our control.

The country in the billing and delivery address can be different but please note this is ultimately your bank’s decision to determine if the transaction is successful. Please expect delays and possible limitation when using a third-party money management platform. If your billing country charges VAT but shipping country is exempt, VAT cannot be removed. 

RETURNS

For the kits, please contact store@carolinehirons.com so that we can talk you through our returns policy.

We have a 14-day return policy. Which means you have 14 days after receiving your item to request a return. To be eligible for a return your item must be in the same condition that you received it, unused, sealed and fit for resale.

Read more about our refund policy here.

When applicable, we will refund your payment for the goods as soon as possible by the original payment method, no later than 5 working days after we have received the goods. Please note refunds can take up to 7 working days to process. We are unable to refund any costs incurred from returning the goods.

ORDERS

UK orders will ship first with EU and International orders following later in the week. If you haven’t received a shipping notification, please allow at least 2 full weeks from placing your order before you check in with us. You will receive a notification once your order is on its way with tracking so that you can follow your order’s journey.

If you have created an account with us, please do log in to check the status of your order.

We’re so sorry to hear that! If you anticipate your order has been lost by your courier, please contact us immediately, there is a maximum 14 day window from the advised delivery date to make a claim. Anything which falls out of this timeframe will not be eligible.

We will need confirmation from the courier, where possible that there has been an issue delivering your order.

Please contact us directly via the form below and we will work to resolve the issue as quickly as possible.

If you received a product different from the one that you ordered or an incorrect product in your kit, sorry about that!

Please contact us via the form below and we will get that sorted for you as quickly as possible.

We know how excitable it can get on Kit-day, so we don’t want you to purchase a kit if you are not absolutely sure you want one. If you’ve changed your mind, get in touch with us as soon as possible as once your order has been despatched we are unable to cancel this. 

If you have received your order and you still wish to return this, email us at store@carolinehirons.com to request our returns procedure. Please note that returns are at a cost to you and refunds will be made once the return has been received and confirmed as fit for resale.

Please contact us via the form below as soon as possible and we will get that sorted for you.

POPULAR FAQS

This is entirely at the brand's discretion. If you're unsure, look for the symbol on each product that resembles an opened tub, this number highlights how many months once opened, it can be used for.

You may have previously created an account with us prior to the Winter Kit 2021 launch, if this is the case, please re-create a brand new account. Your data was lost in our site crash and is no longer accessible, if you have any concerns over your privacy please contact us via the contact form below.

We're very sorry for any inconvenience this has caused, but rest assured your new account will allow you to track orders and personal information with ease.

Yes, you can purchase as a guest but you will not be able to access your purchasing history and track transactions.

Purchase of any product via our site is for personal use only. By purchasing our products, you agree not to resell or distribute via a third-party platform in any way.

We may reject or cancel your order if we have been advised via our warehouse and have reason to believe your order is not for personal use. Legal action will be taken, should we discover Kits are being re-sold.

Sorry you missed out this time, once the Kits are gone they are gone!

Occasionally, we receive a return (inspected and in perfect brand-new unopened condition) which we will return to stock and if you are lucky enough to spot this on the site you can snap this up!

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