Shipping & returns
Returns & Refunds Policy
At Claire’s Skin & Beauty, we want you to be happy with your purchase. If you have purchased a product from our online shop and wish to return it, please read the following information carefully.
1. Your Right to Cancel an Online Order
Under UK consumer law, when you purchase products online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
After notifying us that you wish to cancel, you must return the goods to us within 14 days.
This cancellation right does not apply to certain products, including goods that are made to your specifications or personalised, and products that are sealed for health protection or hygiene reasons where the seal has been broken after delivery.
Your statutory consumer rights are not affected by this policy.
2. Our 30-Day Returns Policy
In addition to your statutory rights, we offer a 30-day returns period for eligible products.
To be eligible for a return:
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The product must be unused and unopened.
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The product must be in its original packaging.
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Any security or hygiene seal must remain intact.
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The product must be in a condition suitable for resale.
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You must provide proof of purchase, such as your order confirmation or receipt.
We cannot accept returns where a product has been used, opened or damaged after delivery, unless the product is faulty, damaged on arrival or does not correspond with your order.
3. Faulty, Damaged or Incorrect Items
If your order arrives damaged, is faulty, or you have received an incorrect product, please contact us as soon as possible at info@clairesbeautysalon.co.uk.
Please provide your order number and, where appropriate, photographs of the product and packaging. We will assess the issue and arrange an appropriate solution in accordance with your statutory consumer rights.
Where an item is confirmed to be faulty, damaged on arrival or sent incorrectly, we will cover the reasonable cost of returning the item.
4. How to Return an Item
Before sending a return, please contact us at:
Please include:
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Your name
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Order number
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The product(s) you wish to return
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The reason for the return, where applicable
We will provide you with the appropriate return instructions.
Please do not send your purchase directly to the manufacturer unless we specifically instruct you to do so.
We recommend using a tracked postal service when returning an item, as we cannot be responsible for products that are lost in transit before they reach us.
5. Return Postage
If you are returning an unwanted item under your statutory cancellation rights, you are generally responsible for the cost of returning the goods, unless the item is faulty, damaged, incorrect, or we have agreed otherwise.
If an item is faulty, damaged on arrival or incorrect, we will cover the reasonable cost of returning it.
6. Refunds
Once we receive your returned item, we will inspect it and confirm whether the return has been accepted.
If your refund is approved, we will refund the payment to your original method of payment.
For cancellations made under your statutory 14-day cancellation rights, we will refund the price paid for the goods and the applicable standard delivery charge. Where permitted by law, we may withhold reimbursement until we have received the goods back or you have provided evidence that they have been returned.
Please allow several working days for the refund to appear in your account, depending on your bank or payment provider.
7. Late Returns
Please contact us if you believe there are exceptional circumstances affecting your return.
Returns received outside the applicable statutory cancellation period or our additional 30-day returns period may not be accepted unless the product is faulty or you have another statutory right to a remedy.
8. Products That Cannot Be Returned
For health, hygiene and safety reasons, we cannot accept the return of certain products where the seal has been opened or the product has been used.
This may include skincare, cosmetics and other products where the hygiene seal has been broken.
This does not affect your statutory rights if a product is faulty, damaged, incorrectly supplied or otherwise does not conform to your legal rights.
9. Exchanges
We do not routinely offer direct exchanges for online orders.
If you would like a different product, you can return the original item where eligible and place a new order for the product you require.
10. Missing or Delayed Refunds
If you have been notified that your refund has been processed but it has not yet appeared in your account, please first check your original payment account.
If you still cannot locate the refund, please contact your bank or payment provider, as processing times can vary.
If you have still not received your refund, please contact us at:
11. Contact Us
If you have any questions about returning an item, please contact us before sending it back:
Claire’s Skin & Beauty
Edinburgh
Email: info@clairesbeautysalon.co.uk
We are always happy to help and will do our best to resolve any issue as quickly as possible.
Your Statutory Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law. Where a product is faulty, not as described, not fit for purpose, or otherwise does not meet your legal rights, you may have additional rights and remedies.