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TERMS & CONDITIONS

 

 Terms and Conditions

Return and Refund Policy

1. We will refund or replace, at no extra cost, any product which has been damaged in transit, providing you notify us by telephone within 7 days of the receipt of goods. Please do not return any goods until you have received a returns number from us, and please ensure that you retain proof of posting.

2. We will refund the value of your order for goods lost in transit  if it is established that the address details on the parcel were correctly entered at the time of placing the order. You must notify us by telephone within 14 days of placing your order with us, that you have not received your order.   

3. If, for any reason, you are unhappy with your purchase, please telephone us and we will arrange a full refund on the cost of the goods you have purchased from us. We do ask that you return the goods to us, in the original packing if possible, and obtain proof of posting or send by recorded delivery. Please note that we cannot refund postage, packing, insurance or delivery charges.   Items must be in perfect condition, unopened and suitable for re-sale.  We must be informed  by telephone of any wish to return a product within 14 days of the goods having been purchased from us.  This does affect your statutory rights.

4.  If, for any reason you are not in  to receive delivery of your parcel, and the parcel is returned to us because you have not checked with your local Post Office to see if they are holding it for you, we cannot be responsible for the cost of redelivering the item to you.  We are happy to resend the item but there will be an additional postage cost incurred.

5.  Returns with free gifts: If you take advantage of one of our free gift offers, and then decide to return a product to us from that order, we will charge you the retail price on our website of that gift, or you must return the gift with your return of the purchased product.

6.  FREE DELIVERY PROMOTIONS: (only available to addresses within the UK MAINLAND (ISLES via 2nd Class Royal Mail).

From time to time we offer FREE delivery promotions.  If you receive free delivery on items and decide to return any/all of those items, the free delivery will no longer be applicable to that order and we reserve the right to deduct the chosen cost of delivery from the refund value. As an example, if you choose the FREE NEXT DAY COURIER option for orders above £100 and return an item to us which brings the total ordered down to less than £100, then the current courier cost as per our website, may be deducted from the refund.  If your free delivery was on the basis of an order placed above a certain amount, (i.e. £40), and you return an item, the lowest delivery charged on our website will be deducted from the refund amount.

Free Delivery items are sent via 2nd Class Royal Mail unless otherwise stated.  However, our Courier Services and paid for Second Class Mail take priority at busy times, so please be aware that if you select free delivery your parcel make take a little longer to arrive.

100% Money Back Guarantee

If, for any reason, you are unhappy with your purchase, please telephone us on 01403 790913 and we will arrange a refund or exchange.   We do ask that you return the goods to us, in the original packing if possible, unopened and unused  and obtain proof of posting or send by recorded delivery.  Please note that we cannot refund postage & packing, insurance or delivery charges. 

Please note that our no strings attached 100% money back guarantee is applicable to our brand  Paul Penders (but not their colour cosmetics/makeup).  In this instance we are happy to accept returns if you have tried the products and do not like them, for whatever reason!  However, we will not accept back empty bottles/containers which have quite obviously been fully used, and operate a fairness policy whereby if you have tried the product and genuinely are unable to use it/don't like it then we would reasonably expect to receive the remainder of the product back with the container.  We cannot however accept used returns of the colour cosmetics and make up products but do offer a sampling service with free colour smudges.

Special Offers and Promotions

From time to time we offer voucher code promotions, special offers and other promotions.  Any voucher code discounts offered apply to a discount off the RETAIL prices applicable on our website, and not any current special offers, promotions that may be available at the time.  Discount voucher offers apply to products and not postage and packing charges.    Offers cannot be combined with other offers already available. 

Free Next Day Delivery Via Courier (orders above £100):  If you would like to use our free next day delivery service via courier , please ensure you select the FREE DELIVERY option at checkout.  If your order is £100 or more we will then send it via our Courier service which will require a signature.  We cannot offer free delivery or the free courier service retrospectively after you have placed your order. We only offer this courier service on orders shipped to UK Mainland addresses.

Catalogue Offers:  We offer special discounts and offers via our mail order catalogue.  All offers via our catalogue which do not have an expiry date will expire as soon as our next catalogue is published.  This applies to free delivery offers too.  Any offers with expiry dates will expire on that date regardless of whether the catalogue is still in circulation or not.

Discount Voucher Codes: We sometimes work with other businesses to offer special exclusive offers for their subscribers, as well as offers sent directly to our own newsletter subscribers.  Also occasionally we post information about a special promotion or offer on the home page of our website.  Any offers which require a voucher code to be entered during the checkout process cannot be actioned retrospectively if a customer does not see a particular offer or promotion.   If a customer wishes to cancel and re-order we will do our best to action any discounts, but if the order has been packed and/or despatched, we are unable to change that particular order.  Please always check our home page and offers section and to ensure that you receive notification of all our offers, you should sign up to our newsletter. 

Beauty Benefit Club: 
To join our Beauty Benefit Club you need to have placed an order after lst December, 2014, for £100 or over (excluding P & P).  If any items in this initial £100 order are returned to us, for whatever reason, and the value of your order decreases to below £100, you will not be eligible for the Beauty Club Membership or benefits.  The products eligible for discount under the Beauty Benefit Club membership may change from time to time, and we reserve the right to exclude brands/products from the discount benefits.    Occasionally, website offers will be allowed in addition to the discounts received in the Beauty Club.  *Beauty Benefit Club is available worldwide, however, the free delivery and courier options are only applicable to mainland UK.

To obtain the Beauty Benefit Club discount, you will need to place an initial order of £100 or above and all subsequent orders of £40 or above (ex. P&P) to obtain the offered discount.  Discounts are available by using a Coupon Code which is given to the member at the beginning of their membership term.  Membership term is 12 months from the date of their last £100 order.

The Coupon Code is strictly for that member only, and is personalised to that effect.  Goods can only be billed to the person who has joined the Beauty Benefit Club.

We reserve the right to cancel future memberships to the Beauty Benefit Club, or change these terms and conditions, without notice.  All existing members discounts will be honoured for any remaining period.

 


 Delivery and Shipping Policy

We believe that once you have placed your order you will want to receive your goods as soon as possible, so we endeavour to post them to you either on the date of order or the next working day.  You may experience slightly longer delivery times during Christmas, staff summer holidays and Bank Holidays.  Please also allow 7-14 days for delivery for 2nd Class Post before you contact us regarding non-delivery. Royal Mail requires us to wait 21 days before making a claim against missing items.

Please note that it is up to the customer to ensure that their delivery information on their order is correct.  Royal Mail will not compensate for any non-deliveries where the delivery information is incorrect and we would therefore be unable to refund the cost of your purchase if your order went missing.

UK Orders (UK Mainland only plus some outer islands)
We offer the option of sending items by Second Class Post or Courier/Special Delivery.  All courier deliveries require a signature, however, if you are not in, they will leave the parcel with a neighbour and put a note through your door.

Royal Mail advises that 2nd Class Post should arrive within 3-5 days of posting. Our courier service delivers the next working day after despatch. However, please note that we cannot be held accountable if on the rare occasion, delivery takes longer than these times. All  courier deliveries will take priority over 2nd Class deliveries and will be despatched first.   Special Delivery is received the day after despatch, before 1.00 pm and requires a signature and is a guaranteed delivery service.   

*UK Outer Islands - special case: Please note that we may have to add an additional delivery charge for some of the outer UK islands if the order is large and we have to send by courier.  You will be notified if this is the case and offered a quote. These terms also apply to Free Courier options and Beauty Benefit Members who reside outside mainland UK. 

International Orders
We will contact you by email before despatching your goods if the freight costs are higher than the amount quoted below. You will be directed to the appropriate additional freight payments.  You then just select the BUY button in order that your payment can be accepted. If you do not wish to proceed with your order, please let us know by email and we will cancel the order and your initial payment will be refunded. Beauty Benefit Club members outside the UK are not offered free delivery or courier options.

Please note that all currency is in pounds sterling and will be converted to your local currency by your credit card provider.  We cannot be held responsible for currency fluctuations.

DELIVERY/POSTAGE AND PACKING CHARGES

Deliveries within the UK

By 2nd Class Royal Mail:  £3.50 (aimed delivery time 2-5 days) - not guaranteed)

Courier/Special Delivery by 4pm next day:  £4.99  (Mainland Only)

 

We despatch via couriers on an overnight service (no deliveries weekends, bank holidays etc.), using Interlink or APC as our preferred couriers.  We AIM to send all Courier/Special Delivery orders the same day as we receive them.  However, if we are particularly busy, or during holiday times, stock taking etc., we may not be able to offer the despatch date until next day.  If it is crucial that you receive your order the day after you have made the order with us, you must inform us at the time of your order, that you need it the next day or call us on 01403 790913 to check if it is possible to send the same day.   If your order is urgent, please always telephone us and we will see what we can do for you.

 

Wholesale Orders
Most wholesale orders are shipped by courier at a charge of £8.50.  The exception to this is if you have a drop shipping account with us, in which case our standard consumer delivery charges apply.  Free Delivery options available depending on quantity ordered.  Please see your individual terms and conditions.

 

European Orders (NO FREE DELIVERY)
Variable - please check rates after adding products to cart.

International Orders   (NO FREE DELIVERY)
Variable - depends on country. Please check rates after adding products to cart

Postage charges may be altered at our discretion so please ensure that you understand the postage charges before finalising your order and ensure you select the correct postal charge from the choice available.

 


Security and Privacy

Security

The Natural Skincare Company ensures the security of all protected data transmitted to and from our site through the use of a server-based encryption technology called Secure Sockets Layer (SSL). As you enter personal information (such as your password, address and phone number, or your credit card number), SSL encodes it so that it is available only to you and The Natural Skincare Company. This security protects you from impostors, eavesdroppers and vandals that might otherwise access your information as it travels from one computer to another.

To increase the level of security further, we have now partnered with SagePay(Protx) Payment Gateway which is a division of 'Sage' and offers the latest technology and security available online. When you click 'Pay by Credit/Debit Card' you will enter the SagePay Secure Payment System to enter your card details. If you have signed up to 3D Secure (Verified by Visa and Mastercard)you will be asked for your password which will then be verified by your bank. 3D Secure is a new system which is being introduced online and eventually will be available for every purchase made using Mastercard and Visa. This will help to prevent fraud and is used in addition to other checks made on your billing address and postcode. These are the images you will see when entering the SagePay Gateway:

 

mastercardsecurecode.gif vbvisa.gif

sagepay-logo.gif 


Privacy Statement
The Natural Skincare Company are committed to protecting your privacy. Your details are on our computer, in line with the Data Protection Act 1998, and will not be disclosed to any third party. We do not send random marketing emails to personal or business email addresses (spam) and we do not collect any information which may be considered 'sensitive personal data' under the Data Protection Act 1998.

Cookies
These are pieces of text created by websites and stored on your computer. Our shopping cart system uses cookies to help maintain your shopping cart whilst you browse our website. You do not have to use cookies but we cannot guarantee that our shopping cart will work for you if you have cookies disabled in your browser. No other information is stored in cookies, and cookies are not used for any other purpose.

Emails and Newsletters
When you place an order or send an email to us, your email address is entered into a database and may be used to send our monthly newsletters and any periodic information which we think you will find useful. If you do not wish to receive any emails or newsletters from us, please use the unsubscribe link at the bottom of the email.  This does not apply to our transaction emails, and if you do not want to receive these from us, you will need to telephone our customer services on 01403 588050 in order that your email is manually removed.

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