MAYBE THESE FREQUENTLY ASKED QUESTIONS COULD HELP?
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!
We will not be holding orders for a period of time post launch, therefore if your order has shipped, we are unable to cancel it at this time. Should you wish to still return it, please check out our refund policy to see if you are eligible for a return.
*We can't be responsible for the regret you may feel after cancelling it though* 😬
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 ship internationally, unfortunately we cannot ship to every corner of the earth, we wish we could. This is due to shipping restrictions with Brexit and our warehouse's best guidance.
You can see the countries we ship to here.
For orders shipped outside of the UK, customs duties may apply and may be charged upon arrival in your country, direct by the courier. This is dependent on numerous factors and outside of our control.
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.
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 process the refund as soon as possible by the original payment method, no later than 7 days after we have received the goods back into our warehouse.
We are unable to take responsibility for shipping costs and lost packages. Please keep a record of your tracking number when shipping your return package. Shipping costs are non-refundable.
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.
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.