Delivery Information and Returns
Please note: For your peace of mind, all parcels are sent on a fully tracked service. To enable our designated couriers to successfully deliver your parcel a signature on delivery may be required. If you are not available to sign for your goods please specify an alternative delivery address (e.g. work) during the checkout process.
Collect from clinic is available for local customers. When your order is ready for collection your order status will be changed to “Ready to Collect” you will receive an email from one of our advisors updating you that your order is now ready for collection. Please do not attempt to collect your parcel until you receive this notification.
Our clinic address is: The Sanctaury 18 Main Street Eglinton Northern Ireland BT47 3PQ.
Ireland Delivery
Ireland Deliveries will be charged at €4.99 and will be dispatched with Fastway Couriers UK and typically delivery can be expected within 2 to 3 working days of placing an order.
Northern Ireland Delivery
Northern Ireland and UK Deliveries will be charged at £3.99 and are normally delivered within 1-2 days
UK Delivery
UK deliveries are dispatched by Royal Mail and typically delivery can be expected within 2 to 5 working days of placing an order.
European Delivery (countries within the EU)
European Delivery is available on selected brands. Delivery for European orders is £7.99.
European orders generally take between 3 – 10 working days to be delivered, depending on the country and location that the order is being dispatched to.
Worldwide Delivery (countries outside the EU)
Worldwide Delivery is available on selected brands. Delivery for worldwide orders is £9.99.
Worldwide orders can take from 3 – 12 working days to be delivered, depending on the country and location that the order is being dispatched to.
Please note: We always aim to ensure European / Worldwide and express orders are delivered within the above time scales, however we cannot accept responsibility for delays caused by unforeseen circumstances, such as remote locations (e.g. offshore islands), customs clearance or busy holiday periods. In these instances, the original shipping costs cannot be refunded.
Orders delivered to countries outside of the UK & EU may be subject to import duties and taxes (including VAT). Sanctuary Skin has no control over these charges and these are the responsibility of the customer. If you have any queries on this, please email sanctuaryskinenquiry@gmail.com prior to placing your order. For full details on this please click here to read our terms and conditions.
Further Delivery Information
Orders placed on Saturdays / Sundays or Bank holidays will be dispatched on the following working day (subject to stock availability).
During the Christmas and New Year period it might take longer to dispatch your order (up to 7 working days).
In the event of delivery not being possible within 14 days (UK) of receiving the order, we will undertake to keep you informed of any changes and give you the option to cancel the order and receive full refund of monies paid.
If an item is out of stock we will aim to contact you within 5 working days of your order being placed. We may offer alternative items or inform you of the date that we expect the missing item(s) to be back in stock.
The majority of orders will arrive within the delivery times stated above, however, please allow at least 5 working days for UK delivery & 10 working days for international delivery before contacting us, as we are unable to investigate with couriers until this time has passed.
Sanctuary Skin cannot accept responsibility on all orders including express international orders for delays caused by unforeseen circumstances, such as customs clearance or busy holiday periods. In these instances, the original shipping costs cannot be refunded.
If a parcel is deemed lost we will not be able to offer a replacement until 10 – 25 working days after the shipping date depending on the country posted to, subject to customers completing a non-receipt form. If a parcel is lost, we are not able to offer a straight refund, we will however send out a replacement. Any goods not received within the above timescales must be reported to Sanctuary Skin in writing 25 working days from the date of dispatch.
In the instance where tracking information shows a parcel has been delivered, however the customer claims it has not been received, Sanctuary Skin must be notified in writing within 10 working days from the couriers delivery date. Please note we cannot accept responsibility after this time frame due to courier regulations regarding the compensation for lost parcels.
Please ensure the delivery address provided at checkout is correct. We cannot be held responsible for failed deliveries whereby the address provided by the customer is not accurate. If a delivery fails due to a customer supplying an address incorrectly, we will not re-send or refund the order until the original parcel has been returned to our premises.
The products you order will be delivered to the delivery address you give when you placed your order, however, if you are a new customer placing an order for the first time we reserve the right to post only to the billing address provided should this differ from the delivery address.
Upon receipt of your order you may be asked to sign for the parcel received in good condition. If a parcel appears to be damaged in any way DO NOT accept the delivery and notify us immediately.
RETURNS INFORMATION
Please see our comprehensive returns information below, should you need to return an item(s) for any reason.
FAQ – Can I return an item?
We understand that on occasion you may need to return an item. Due to the nature of the products we sell, items cannot always be returned. Please see the below information on whether you can return an item (this does not effect your statutory rights).
You cannot return an item if…
- The product has been opened
- The product has been used
You can return an item if…
- It has not been opened or used
- It is in perfect resalable condition
- It is returned to us within 14 days of receipt of the order
To return an item(s), please email our customer service team at sanctuaryenquiry@gmail.com for a return form, complete it and return it with your invoice and goods to the following address. Any returns sent without the returns form cannot be accepted.
Please note: If you believe you have a product with a faulty pump, please contact us on 02871814658 or sanctuaryenquiry@gmail.com before returning an item. In many cases it will just be an airlock in the bottle, and we can explain how to release this and get the pump working as normal.
Sanctuary Skin Returns Department
18 Main Street Eglinton
Northern Ireland BT47 3PQ
Standard Returns Terms and Information
If a purchased product has been used or opened (hologram no longer intact, manufacturer / factory seal no longer in place or packaging damaged), then it will not be eligible for a return, refund or exchange.
If an item(s) is returned to us and it has been used / opened / is not in a resalable condition or does not pass the UV light checking process, the item(s) will be returned to the customer without prior notice.
Returns postage is at your own cost and risk. We would recommend that you return your items via a tracked delivery service. Please clearly state on the returns form the reason for return and whether you require a refund or exchange. Please put a contact number on your returns form should you require an exchange.
If a pre-paid returns form has been issued, please ensure you keep a copy of this until your return has been processed. If proof of postage of a return is requested, please ensure all details are sent through including postage date and time.
Any delivery charges paid for on an initial order are not eligible for a refund.
Some goods are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.
Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back.
Refunds can only be made to the billing details provided when ordering.
We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item.
If you exercise your right of cancellation after 14 days of receipt of the order, any returned goods must be in perfect resalable condition (inner and outer packaging fully intact) and are subject to a 25% re-stocking charge.
All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. Sanctuary Skin cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company.
Further Returns Information
It may be that you need to return an item for another reason other than listed above. This section provides more information on returns for the following:
- Damages / Shortages / Incorrect Products
- Faulty Products
- Reactions to Products
- Refused / Undeliverable Packages
Please note, in order to investigate any claims of faulty or damaged products, we will require the product and related packaging to be returned to Sanctuary Skin. Unfortunately, we are unable to accept these claims without the relevant packaging as they must be returned and logged with the manufacturer.
Damages / Shortages / Incorrect Products
Please inspect goods fully on receipt. Any damages / shortages / incorrect products must be reported to Sanctuary Skin in writing at sanctuaryskinenquiry@gmail.com within 24 hours from receipt of goods, with full details of the issue, along with photographs of all packaging and contents.
If a return / refund / replacement / exchange is required, Sanctuary Skin will provide full details on this process during email correspondence. This process may involve you completing a Non Receipt of Goods Declaration Form.
Sanctuary Skin cannot accept responsibility for damages / shortages / incorrect products reported after the stated 24 hour period.
Faulty Products
If you feel that an item you have receive is faulty, please report this immediately in writing with detailed information on the issue to Sanctuary Skin at sanctuaryskinenquiry@gmail.com.
Depending on the issue with the item, you may be required to complete a Product Query Form, and any item(s) deemed faulty might be sent back to the manufacturer for thorough testing.
If a return / refund / replacement / exchange is required due to a fault, Sanctuary Skin will provide full details on this process during email correspondence.
Reactions to Products
Please note: It is the customer’s responsibility to patch test any product prior to use. Always check compatibility of any purchased products with other material facts that can affect results described.
If you have followed the above process but feel that you have had a reaction to a product, please immediately report this in writing to Sanctuary Skin at sanctuaryskinenquiry@gmail.com.
Depending on the issue with the item, you may be required to complete a comprehensive Product Reaction Authorisation Form, and any item(s) in question might be sent back to the manufacturer for thorough testing. This form must be fully completed within 48 hours, including photographs of the reaction.
If a return / refund / replacement / exchange is required due to a reaction, Sanctuary Skin will provide full details on what to do during email correspondence.
Refused / Undeliverable Packages
In the case of a parcel being returned to Sanctuary Skin due to an incorrect delivery address being provided or the customer not collecting from their postal office / depot, a re-delivery cost will be charged. The costs for this are as follows; £3 for UK delivery, £8 for European delivery (within the EU) or £10 for Worldwide delivery. Customers will be contacted via email should a parcel be returned to us.
If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost covered by Sanctuary Skin will not be refunded.
