Delivery & Returns

• We deliver to addresses in mainland UK. Delivery costs are calculated at checkout before you pay.
• Click & collect from 17 Queen Street, Southwell, Nottinghamshire NG25 0AA is free.
• You can cancel and return unused, unopened products within 14 days of delivery.
• Sealed skincare and cosmetics can’t be returned once opened, unless they are faulty.
• Gift vouchers are sent by email.

We deliver to addresses in mainland UK using Royal Mail or a tracked courier. Delivery to the Scottish Highlands and islands, Northern Ireland, the Isle of Man and the Channel Islands.[to confirm]

• Delivery costs are calculated at checkout based on your order and the delivery option you choose, and shown before you pay. Free standard delivery on orders over £[amount].[to confirm]
• Dispatch: we aim to dispatch orders within 1–2 working days[to confirm] of payment. Orders placed at weekends or on bank holidays are dispatched on the next working day.
• Delivery times quoted by Royal Mail or our courier are estimates and not guaranteed; we will email you when your order is dispatched, with tracking where available.

If your parcel hasn’t arrived within the expected time, or arrives damaged or with something missing, please contact us within 48 hours[to confirm] of delivery (or of the expected delivery date) with your order number and, for damage, a photograph. We will arrange a replacement or refund.

Choose click & collect at checkout to pick up your order from the clinic free of charge.

• Please wait for our email telling you your order is ready before you visit.
• Collect from 17 Queen Street, Southwell, Nottinghamshire NG25 0AA. We work by appointment, so please call ahead if you can: Monday – Friday: 9am – 6pm; Saturday: 9am – 3pm; Sunday: Closed.
• Bring your order confirmation. If someone is collecting for you, let us know their name in advance.
• You can pay online at checkout, or pay when you collect where that option is offered.
• We will keep your order for 14 days[to confirm]. If it isn’t collected, we will contact you and may cancel the order and refund any payment.

If you need to change or cancel an order, contact us as soon as possible — if it hasn’t been dispatched we can usually update or cancel it straight away. You also have a legal right to cancel, which lasts until 14 days after you receive your order (see below).

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel your order for any reason within 14 days of the day you, or someone you nominate, receive the goods — or collect them from the clinic.

• Tell us you want to cancel within the 14 days (see “How to start a return”).
• Send or bring the items back within 14 days of telling us.
• Items should be unused and, where possible, in their original packaging.
• Unless the item is faulty or we sent the wrong item, you pay the cost of returning it. Confirm return postage policy.[to confirm]
• We refund you within 14 days of receiving the items back (or evidence that you have sent them), to your original payment method. The refund includes the standard delivery charge you paid, but not any extra you paid for a faster delivery option.
• We may reduce a refund if an item has been handled or used more than was necessary to inspect it.

Hygiene exception: the right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery. This includes skincare and cosmetic products whose seal, shrink-wrap or tamper-evident packaging has been opened. It does not affect your rights if an item is faulty.

Under the Consumer Rights Act 2015, products must be as described, fit for purpose and of satisfactory quality. If something is faulty or not as described:

• within 30 days of delivery you can reject it for a full refund;
• after 30 days you can ask for a repair or replacement, and if that isn’t possible or doesn’t fix the problem, a price reduction or refund;
• if a fault appears within six months of delivery, it is assumed to have been there at delivery unless we can show otherwise.

We cover the cost of returning faulty or incorrect items. A reaction to a product that is not faulty is not a fault — but please stop using it, seek advice if needed, and let us know so we can help.

1. Email info@skin-anatomy.co.uk or call 07777 711 277 with your name, order number, the items you want to return and — if the item is faulty or damaged — a short description and photograph. You don’t have to give a reason for a change-of-mind return.
2. We will confirm your return and give you the return address and instructions. You can also bring items back to the clinic.
3. Pack items securely and keep your proof of postage.
4. We will email you when your refund has been processed.

If you prefer, you can tell us you are cancelling using the model form published by the government — for example: “I hereby give notice that I cancel my contract for the sale of the following goods: [items], ordered on [date] / received on [date], name, address, signature (if on paper), date.”

• Gift vouchers are sent by email with a unique code. There is no delivery charge.
• Vouchers are valid for 12 months[to confirm] from the date of purchase; the expiry date is shown on the voucher.
• Vouchers can be used towards treatments and skincare at Skin Anatomy in the clinic and online[to confirm]. Any unused balance remains on the voucher until it expires[to confirm].
• A treatment paid for with a voucher still requires a consultation and must be suitable for the recipient, who must be 18 or over. If a treatment isn’t suitable, the voucher can be used for another treatment or products.
• Vouchers cannot be exchanged for cash and are non-refundable, except where the law requires — for example, you can cancel an unused voucher bought online within 14 days of purchase for a full refund.
• Please keep your code safe. If a voucher is lost, contact us — we can reissue it if we can verify the purchase and it hasn’t been used.

If you have an account, sign in to see your orders. For anything else, contact us on 07777 711 277 or info@skin-anatomy.co.uk with your order number. Our full terms of sale apply to every order, and independent consumer advice is available from Citizens Advice on 0808 223 1133.