DELIVERY & RETURNS POLICY

DELIVERY

We currently deliver to addresses within the UK only.

Orders placed by 2:30pm Monday to Friday will be dispatched the same working day. Orders placed after 2:30pm, or on weekends or bank holidays, will be dispatched on the next working day.

During particularly busy periods, such as Black Friday and the run-up to Christmas, orders may take up to 48 hours to be processed and dispatched.

We do not process or dispatch orders on weekends or bank holidays.

Delivery Options

Our delivery services are provided by Royal Mail.

Express – Royal Mail Tracked 24 (aims to deliver within 1–2 working days after dispatch) – £4.99

Standard – Royal Mail Tracked 48 (aims to deliver within 2–3 working days after dispatch) – £3.99

Free Delivery – Royal Mail Tracked 48 (aims to deliver within 2–3 working days after dispatch) on orders over £50, after any discounts have been applied.

Signature on Delivery

  • First orders over £120 require a signature on delivery.
  • All orders over £150 require a signature on delivery.

Tracking

Once your order has been dispatched, you'll receive a dispatch confirmation email from Royal Mail containing your tracking information.

If you experience any issues with your delivery, please contact us within 7 days of the delivery date and we'll contact Royal Mail to investigate on your behalf.

If Royal Mail tracking shows your parcel as delivered, we will first need to allow Royal Mail to complete their investigation before we can determine the appropriate resolution. Delivery investigations can take up to 30 days to complete.

Where Royal Mail confirms a parcel has been delivered to your nominated Safeplace, responsibility for the parcel passes to you.

If your order has not arrived, please contact us as soon as possible. To enable us to investigate with Royal Mail, we ask that non-delivery is reported within 30 days of purchase.

Changing Your Delivery Address

If you need to update your delivery address after placing your order, please contact us as soon as possible and we'll 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 check your delivery address carefully before completing your order, as we cannot accept responsibility for non-delivery or missed delivery resulting from an incorrect or incomplete address being provided.

Returned To Sender

If your order is returned to us because the delivery address provided was incorrect, incomplete or could not be identified, we'll process a refund once the parcel has been returned to us.

Unfortunately, we're unable to amend the delivery address or resend an order while it is in transit. If you need 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 accordance with our Returns Policy and your statutory rights.

 

RETURNS

You have the right to cancel your order within 14 days of receiving your goods. Once you've notified us that you wish to cancel, you'll have a further 14 days to return the goods to us.

To be eligible for a refund, items must be:

  • Unopened
  • Unused
  • In their original packaging
  • Have all tamper-resistant seals intact
  • Be in a resaleable condition

For hygiene reasons, we cannot accept returns of accessories unless they are faulty.

This Returns Policy does not affect your statutory rights.

How to Arrange a Return

We hope you'll love your Curl Care purchase. However, if you'd like to arrange a return, please email us at info@curlcare.uk within 14 days of receiving your order.

Once you've notified us, you'll have a further 14 days to return your items.

Unless the return is due to a fault or our error, you are responsible for arranging the return and paying the return postage costs. Original delivery charges are non-refundable unless required by law.

Please package your return securely to ensure it reaches us in good condition.

If your return is worth more than £25, we recommend using a tracked delivery service or purchasing shipping insurance, as we cannot guarantee that returned items will reach us.

Once we've received and inspected your return, and confirmed that the items are unopened, unused, in their original packaging with all tamper-resistant seals intact and in a resaleable condition, we'll process your refund.

Faulty, Damaged, or Incorrect/Missing Goods

Please inspect your order as soon as it arrives.

If your item is faulty, damaged, incorrect, or if anything is missing from your order, please contact us within 14 days of the delivery date so we can investigate and resolve the issue as quickly as possible.

We have procedures in place to help ensure every order is carefully checked before it leaves us. However, if something isn't quite right, we'll be happy to look into it for you.

To help us investigate your claim, please email info@curlcare.uk with photographs of:

  • The outer packaging 
  • Any damaged or leaking products
  • The item(s) received, including any incorrect items

Photographs are required to enable us to investigate with Royal Mail and/or our suppliers and to determine the appropriate resolution. Once we've reviewed the information, we'll let you know the next steps as soon as possible.

Refunds

Once your return has been received and inspected, we'll notify you by email whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please allow up to 14 working days from the date your return is received for your refund to be processed.

Although we process refunds as quickly as possible, please note that it may take a few working days for your bank or card provider to process and display the refund in your account.