Once you have placed your order, we will send to you an email acknowledgement providing you with the details and value of your order. This email includes your order number, the details of products, prices, quantities, promotional information, your shipping and billing addresses.
We may cancel your order, if we are unable to obtain authorisation for your payment, we suspect fraudulent activity or violation of our Terms and Conditions (including our Privacy Policy) or we identify a product or pricing error.
If you require any information regarding your order(s) please use our contact form or email us at info@colorescienceuk.com
Orders are processed and dispatched on business days only (Monday to Friday, excluding bank holidays). Orders received after 12 noon will be processed on the next business day. Orders placed between 12 noon Friday – Sunday, will be processed on the following Monday (excluding bank holidays). Please be aware that the time-scale to process your order may take as long as 3-4 business days before being sent out for delivery.
UK orders over £80 are eligible for FREE delivery.
All orders are shipped with Signed For DHL Overnight Service. For orders under £80 there will be a postage charge. Please make sure to provide accurate address and postcode information to prevent errors or delays in delivery.
You will be able to track your order with the code included in your dispatch confirmation email. If you are not home to sign for your parcel, please contact your courier directly to divert the parcel e.g. leave with neighbour or at a safe place or rearrange delivery times. If you have agreed to divert your parcel, it will be deemed delivered. We are not responsible, and shall not be held liable, for any loss or damage to any products diverted. Please note that we cannot accept any responsibility or issue refunds for any loss or damage of parcels after two failed attempts to deliver.
We will not be responsible for delivering the products to the wrong address if this is caused by an error in the information provided by you. Please check all delivery details carefully before you confirm your order.
Although we endeavour to process all orders within 48 hours, at busy times this may not be possible. By placing an order, you confirm that time is not of the essence with regards to delivery. All orders will be delivered within 30 days after the day on which we accept your order.
Delivery times stated at checkout are estimates and cannot be guaranteed at busier periods.
If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
The products will be your responsibility from the time we deliver the product to the address you gave us.
For most of our products bought online you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below: you must notify us within 14 days of receipt of your order that you have changed your mind, and you must pay the costs of returns.
However, you cannot change your mind about an order for products sealed for health protection and hygiene reasons, that is, we cannot accept returns for any product that is opened and/or used, unless they are faulty. This means that we will not accept the return of any product where the protective seal has been removed.
To make a return, please fill out the online Returns Form. Ensure you provide accurate information about your return reason. All items (including any free gifts provided with it) should be returned, unopened, in their original packaging, within 28 days of delivery. You must return the product in suitable packaging to ensure it reaches us in good condition; we recommend you use the original packaging you received the product in to return it.
Products should be sent to:
COLORESCIENCE UK
Wigmore Medical Ltd
23 Wigmore Street
W1U 1PL
London
United Kingdom
Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit. If the above conditions are met, you will receive a refund for the returned products, as well as the delivery costs originally incurred (except in the case of a partial return).
Please note that unless faulty, postage costs for returned items are non-refundable. Where a delivery cost is refunded, the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer; we will not refund any extras you have paid for express delivery or delivery at a particular time.
Your refund will be issues within 14 days of the product being return being received (or receiving evidence that you have sent it to us). We refund you by the method you used for payment, and we do not charge a fee for the refund.
ADVERSE REACTIONS
If you experience an adverse reaction to any of our products, please follow the instructions in the Returns Portal here and complete the Adverse Reaction form. We will offer you an exchange or refund your payment. Please note we cannot process refunds or exchanges without the Adverse Reaction form returned to us completed in full.
In the unlikely event that you have received the wrong product, or an item is missing, please contact info@colorescienceuk.com with a photo of the wrong item / telling us what is missing. Please contact us within 14 days of delivery for us to investigate and send replacement items where appropriate.
In the unlikely event that your order has not been delivered within 30 days of placing your order, please contact us to request a refund.
Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.