DELIVERY & RETURNS POLICY
DELIVERY
Shipping
We only deliver to addresses in the UK.
Orders placed by 2.30pm Monday-Friday will be dispatched on the same day. Orders placed after 2.30pm will be dispatched within 24 hours or the next working day.
During busy periods, such as Black Friday weekend and in the run up to Christmas, orders will be processed and dispatched within 48 hours.
We do not process orders on a weekend or on a bank holiday. Orders placed over a weekend (Saturday & Sunday) or during a bank holiday will be dispatched on the next working day.
Our standard delivery option is Royal Mail's Tracked 48 service, which aims to deliver 2-3 working days after dispatch.
Our express delivery option is Royal Mail's Tracked 24 Service, which aims to deliver 1-2 working days after dispatch.
First orders over £120.00 require a signature on delivery.
All orders over £150.00 require a signature on delivery.
Delivery Costs
Express- Royal Mail Tracked 24 Service (1-2 working days after dispatch) - £4.99.
Standard- Royal Mail Tracked 48 Service (2-3 working days after dispatch)- £3.99.
Free Delivery (2-3 working days after dispatch) is available on orders over £50.00. This applies to the total order value, including any discount applied.
Tracking
Once your order has been dispatched you will receive email confirmation from Royal Mail. Please track your order using the link provided.
If you experience any issues with your delivery then please contact us within 7 days of the date of delivery. We will then contact the delivery company to investigate this for you.
We cannot be held accountable for packages where the tracking information states that the package has been delivered. We will not be able to issue a refund until an investigation has been completed by the delivery company which can take up to 30 days.
We cannot be held accountable for packages and their contents where tracking information states that the package has been delivered to a customer's Royal Mail safeplace.
In cases of non-delivery, please report this to us within 30 days of purchase and we will investigate this further for you.
Changing Your Delivery Address
If you need to update your delivery address after placing your order, please contact us as soon as possible. We will do our best to help.
If this is your first order with us, we're unfortunately unable to manually amend the delivery address due to our fraud prevention measures.
If your order has already been dispatched, we're unable to make any changes to the delivery address.
Please ensure your delivery address is entered correctly when placing your order, as we cannot accept responsibility for non-delivery or missed delivery resulting from an incorrect address being provided.
Returned To Sender
If your order is returned to us by the courier because the delivery address provided was incorrect, incomplete, or could not be identified, we will process a refund once the parcel has been returned to us.
Unfortunately, we are unable to amend the delivery address or resend an order while it is in transit. If you require your items urgently, we recommend placing a new order using the correct delivery address.
If your parcel is returned for any other reason, we'll review the circumstances and resolve the issue in line with our Returns Policy and your statutory rights.
RETURNS
You have the right to cancel your order within 14 days, after the date on which you received the goods. Following this, you then have a further 14 days after you've notified us to return the goods.
Items can only be returned for a refund if they are unopened, unused, in original packaging with all tamper-resistant seals intact, in a re-saleable condition.
We are unable to offer a refund on accessories due to hygiene reasons.
If you would like to arrange a return you have 14 days after the date on which you received your goods to notify us of a return. Please email us at info@curlcare.uk to notify us. Following this, you then have a further 14 days after you've notified us to return the goods.
Once we've received your return and provided the items are unopened, unused, in original packaging with all tamper-resistant seals intact, and in a re-saleable condition, we will issue you a refund for the cost of the items.
How to Arrange a Return
We hope you will be happy with your Curl Care purchase; however, if you would like to start a return, please contact us at info@curlcare.uk.
You will be responsible for arranging your return and paying for return postage. Please note that postage on returned items is non-refundable.
Please return the product in suitable packaging to ensure it reaches us in good condition.
If item(s) exceed £25 in value, you should consider using a trackable shipping service or purchase shipping insurance, as we can’t guarantee that we will receive your returned item.
Faulty, Damaged, or Incorrect/Missing Goods
Please inspect your order on delivery and contact us immediately and within 7 days of the date of delivery if the item is defective, damaged or if you receive the wrong item.
We have procedures in place to prevent incorrect/missing items, and we will investigate this further.
Please take pictures of the condition the parcel arrived in, as well as of the damage and leaks. Without pictures of the package, we are unable to investigate. Please forward them to info@curlcare.uk, and we will advise you of the next step.
Refunds
Once we have reviewed your return and confirmed that the items are unopened, unused, in original packaging with all tamper-resistant seals intact, and in a re-saleable condition, we will notify you by email of your refund.
When your refund is processed, a credit will automatically be applied to your original method of payment. Please remember it can take some time for your bank or credit card company to process and post the refund.