Delivery

Please read the information below regarding Cosmedic Online deliveries.

The majority of our skincare orders are tracked, although we are unable to investigate any lost deliveries until 10 working days after the due date of delivery.

Do not hesitate to contact us if you need any further help or information.

Delivery information

Royal Mail is our preferred delivery partner due to speed and reliability, however other couriers are sometimes used when there are issues with Royal Mail or if items are oversized.

Delivery Costs

Delivery Terms and Conditions

We will deliver the Products to you in accordance with the delivery option specified by you when you placed your order. It is the responsibility of the Customer to ensure that the delivery details are correct and that there will be someone there to receive delivery. Any specific delivery instructions will require confirmation at the time of placing an order. We cannot deliver items within the same order to multiple addresses. Deliveries will be made to your door. We are not responsible for any additional carrying or positioning of products ordered. Where an order is dispatched with more than one delivery, each delivery is considered a different Contract and will be dealt with individually and not as a whole in the case of any dispute or liability. In the event that the Customer fails or refuses to accept delivery of a Contract, We reserve the right to terminate the Contract and recover any costs from the Customer with regards delivery, disposal and any additional costs.

We offer free delivery on all orders in the UK over the value of £30.00. For orders below this value, there is a £3.99 postal charge. Standard delivery is via Royal Mail or Courier and orders should be received within 2-5 working days. Royal Mail aim to deliver a 2nd Class Signed for item within 2-3 working days and a 1st Class Signed For item from the next working day. Royal Mail allow 10 working days after the item due date before investigation on any undelivered parcels.

The majority of our deliveries are made using a tracked service and require a signature on delivery.

Next day delivery is available at a cost of £7.49 per order. Orders will need to be received before 1pm to guarantee next day delivery. Our guaranteed delivery for Special Delivery Guaranteed by 1.00pm the next working day.

Orders need to be received before 1pm to be processed on the same day otherwise they will be dealt with on the next working day. This includes orders scheduled for next day delivery. Orders made after 1pm on a Friday, during the weekend or on a Bank Holiday will normally be processed on the following working day.

The majority of orders are received within 48 hours if orders are placed before 1pm, not including Bank Holidays or weekends, however delivery may be made on a Saturday at the discretion of the courier. Occasionally orders may take significantly more time to arrive due to circumstances beyond our control such as the Christmas holiday period or industrial strike action. We are unable to investigate lost packages with Royal Mail until 12 working days have passed so recommend checking with your local Royal Mail depot in the first instance. For order made by courier, please contact us for further advice.

COVID-19 – Royal Mail Signed for delivery update.

Following the COVID-19 pandemic, it is still common for deliveries to be signed for by the postman or woman with customer consent. Even if the customer does not sign themselves, this is still considered to be proof of delivery.

For all customers where we need to deliver any parcel that won’t fit through your letterbox, we will place your item at your door. Having knocked on your door, we will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.

Click and collect is available from our clinic during our normal opening hours. Our clinic address is Cosmedic Skin Clinic, Prospect House, 13 Albert Road, Tamworth, Staffordshire, B79 7JN. Car parking is available at the rear of the clinic.

In the event that an item is out of stock, we will contact you by email or other means to inform you within 5 working days. If the item will be in stock the next working day, we will post the order out the following day. If the item will take longer to arrive, we will post out the rest of the order and then post the missing item as back order as soon as it arrives. You are entitled to cancel your order prior to dispatch and receive a full refund.

We regret that we do not offer a delivery service outside of the UK at this time.

Undeliverable items

If your order requires a signature and there is no-one to sign for it then Royal Mail will leave a card and the package will be taken to the local collection depot. You can either arrange re-delivery at a more convenient time or collect it yourself, however if it is not collected or re-delivered within 14 days, it will be returned to us. We will treat this as a cancelled order and refund your cost minus our postage and handling costs. We cannot be held responsible if you have not been notified of an attempted delivery and would recommend checking with your local Royal Mail collection depot if you feel you should have received your order. If your order does not require a signature, Royal Mail may leave your parcel with a neighbour under its delivery to neighbour scheme (http://www.royalmail.com/personal/receiving-mail/delivery-to-neighbour).

If your order is made via courier service, they will attempt to make delivery on 3 separate occasions and if delivery is still not possible, the order will be returned to us and we treat this as a cancelled order and refund your cost minus our postage and handling costs.

It is your responsibility to ensure that the delivery address is correct at the time of ordering and we cannot be held accountable for lost or undeliverable items due to incorrect address details. Undeliverable items due to incorrect address details will be treated as a cancelled order and we will refund your cost minus our postage and handling costs. We are unable to claim against a loss with Royal Mail or our courier service in the event of an incorrect address and therefore cannot refund or replace your order in these circumstances.

Cosmedic Online cannot be held responsible for any losses as a result of failure to deliver, delays in delivery time, no-one present to accept delivery or incorrect delivery details.  We will endeavour to ensure that orders are delivered within the time specified when ordering, however, time for delivery will not be enforceable in these Terms & Conditions and the Customer shall not try and do so by the service of any notice or legal action.

Cancellation Policy

It is your legal right to cancel within 14 days of receiving your order. In the event of a cancellation, you must notify us by telephone (0845 388 3808) during our normal business hours or by email and arrange return by a tracked delivery service with signature on receipt. We will only accept returns that are unopened, unused and undamaged and in a condition suitable for re-sale. It is your responsibility to ensure that return packaging is appropriate to prevent damage during transit. Returns must be received by us within 5 working days.

Refunds will be processed when the cancelled order has been received and the cost will only be refunded to the billing account used when placing the order and minus postage and handling costs.

The return address is Returns, Cosmedic Skin Clinic, Prospect House, 13 Albert Road, Tamworth, Staffordshire, B79 7JN.

Damaged/Missing Items

It is your responsibility to inspect your order on delivery and notify us within 24 hours if any items are damaged or missing. Notification can be by telephone (0845 388 3808) during our normal working hours or via email . We reserve the right to offer a refund or replace the damaged/missing product in accordance with your legal rights. We will not refund or replace any item that has been used by you when the damage could reasonably be detected prior to opening. Any damaged Products must be retained by the Customer along with any packaging as they may be required for inspection by the courier or by Us.

Returns

Products that have been delivered incorrectly must be returned un-used and unopened in their original packaging (except to the extent reasonably necessary to examine them). Returns are only accepted if agreed by us. Cosmedic Online will refund postage costs incurred for returning incorrect or faulty orders.

Our policy on cancellations, returns and refunds does not affect your statutory legal rights.