We offer a 100% Satisfaction Guarantee on all of their products when professionally recommended by a Trained (Dermalogica/Decleor) Skincare Specialist and we fully support and stand behind this promise.
If you are unhappy at all with your products and it has been less than 28 days since you placed your order, we would gladly accept return of the goods and will provide you with a full refund of the items.
It is critical that you can answer YES to these questions?
If the answer to any of these questions is NO then please call us our telephone number in our Contact Us section and we will do our utmost to help.
It is very important to follow the returns procedure. It will help us process your request faster and ensure that we can refund your money as soon as possible.
In order to avoid unessary delays and costs when processing your return you must notify us via email that you intend to return a product to us. We will then send you any necessary instructions via email.
You are able to print returns labels from the 'Order History' section of the account management pages. Login to your account and select 'Order History', find the order that contains the products you would like to return and click the 'Available' link. Select File - Print to print the page. Please ensure you complete the Mandate and return it back to us with the products.
Re-pack all of the items you want to return into the original box, pack with the filler provided to ensure that the items are protected in transit. Re-seal the box well with tape and stick the returns label with the Returns Number over the original postal address label on the box.
If you no longer have the original packaging please use an appropriate substitute and ensure that the items are packed with suitable filler to protect them.
The parcel must be sent back to us via Royal Mail 1st Class Recorded Delivery. We cannot be held responsible for items lost or delayed in the postal system. It is critical that you obtain Proof of Postage. Please email the Tracking Code issued to firstname.lastname@example.org along with your returns number.
As soon as we have received the items you will recieve an Order Update email letting you know your items have been received. We will then process the parcel and confirm that each of the items are in the same condition they were when dispatched. They must all comply to the following rules.
When all of the items are confirmed as being in the correct condition then we will gladly process your refund.
If you paid for the items by credit or debit card the refund will be applied to this card for the amount of the products returned. Refunds cannot be processed to any alternate cards and no cheque payments will be made for items paid for by cards.
If you have paid for the items by cheque or postal order then a cheque made payable to the account holder will be sent to your billing address for the amount of the products returned. Refunds cannot be processed to credit or debit cards for items paid for by cheque or postal order. Refunds cannot be made payable to anyone other than the account holder.
If you have requested a replacement for an unwanted or damaged product the replacement will be sent after we have received the return of the original product. We are unable to send out the replacement until we have received the original items.
If you need any further information email email@example.com and we'll be very happy to answer any further questions you may have.