Delivery and Returns Policy

This website is operated by Purely Skincare Limited, Cherry Cottage, Ryeflatts Lane, Hatton, Derbyshire, DE65 5ET, United Kingdom. Throughout the Site, the terms “we”, “us” and “our” refer to Purely Skincare Limited. If you need to contact us, please email info@purelyskincare.co.uk with your query.

Shipping Charges

We use different carriers according to the contents and destination of your order and your requirements. We currently use Royal Mail, Parcelforce and ipost.

Larger orders may be carried by either Royal Mail or ipost (UKMail/DHL), depending upon the order contents and destination. For large mixed orders, we may split your products into two parcels; non-oil products (carried by ipost) and oil products (Royal Mail/Parcelforce). Where we have done this, we will email you and let you know.

We offer standard (2nd class), and priority (1st class and special delivery) for UK and International shipping addresses. The prices will be shown at checkout when you have completed your shipping address details, and you can choose which option you prefer. The prices are automatically updated when the carriers update their prices.

IMPORTANT: If your order is eligible for free standard shipping, for example, it is over £35.00, it will be shown as an option at checkout. If you would like to take advantage of this offer, please ensure you check the free standard shipping button! If you would prefer to choose a priority shipping option, please select this instead. Please note that selecting a priority shipping option instead of the free standard shipping option means that you forfeit the free standard shipping offer and will be charged the full relevant priority shipping fee.

International restrictions and sanctions

Some countries and international organisations, including the United Kingdom and the European Union, impose certain restrictions, also known as sanctions, on what you can send to certain individuals, organisations or countries.

If you are sending mail from the UK, the UK Government’s dedicated sanctions website https://www.gov.uk/sanctions-embargoes-and-restrictions provides useful information, including links to relevant information, published by the United Nations (UN) and the European Union (EU).

Countries that are subject to sanctions

Over recent years these countries have included those listed below. However, the list changes and we may amend the list accordingly.

Afghanistan, Azerbaijan, Armenia, Belarus, Burma (Myanmar), China, Democratic Republic of Congo, Egypt, Eritrea, Republic of Guinea (Conakry), Guinea- Bissau, Haiti, Iran, Iraq, Ivory Coast, North Korea, Lebanon, Liberia, Libya, Sierra Leone, Somalia, South Sudan, Sudan, Syria, Tunisia, Ukraine (Crimea/Sebastopol), and Zimbabwe.

Please note that we will not post goods to these countries.

Customs & Import Duty

IMPORTANT: Please note that if you order products from the Site that will be delivered outside of the UK, import duties and taxes may be due when the delivery arrives at its destination. We have no control over these charges and cannot inform you of any costs that may be due. Any payment due remains your responsibility.

Please check with your local customs before importing anything into your country that may be stopped or have charges applied at customs. Please note that Purely Skincare Limited will not be liable for charges in the case of your shipment being stopped, charged for, or disposed of at customs.

What happens next?

Once you have placed an order through our Site, we will send you an e-mail acknowledging that we have received your order. When your order has been dispatched, we will send you an e-mail confirming that your order has been dispatched (the “Dispatch Confirmation”).

Refund Policy

We have developed our Refund Policy in accordance with The Consumer Rights Act 2015, and hope the ‘how to’ instructions help you to know what to do in the event that you would like to cancel an order, or exchange or return a product(s).

I have changed my mind – can I cancel my order?

If you’ve changed your mind about a product(s) and it’s within 28 days of when you received your order, we are happy to cancel your order and refund the full cost of the product (but not the shipping), subject to the Returns Policy Conditions below.

Please note that we cannot cancel the order before we have dispatched it to you, so please wait until you have received the products and then return them to us.

To return the product(s), please follow these instructions:

  1. Complete and submit the Returns Form >;
  2. Repackage the products in their original packaging, ensuring they are securely packaged, with any oils in their leak-proof wrapping;
  3. Place your Dispatch Note (found in the original order package) in the package and seal securely with tape;
  4. Remove the original address label or cover with the return label address;
  5. Take to your local Post Office and post to us. Please request proof of posting for your records. Please note that you will need to pay the cost of posting.
  6. Return Address: Returns, Purely Skincare Limited, Cherry Cottage, Ryeflatts Lane, Hatton, UK, DE65 5ET

Once we have received the returned products, Dispatch Note and completed Returns Form, we will send you an email confirming receipt. We will then authorise the refund via PayPal, (or whatever other payment method you originally used to purchase the goods), within 14 days.

I have changed my mind – can I have a refund?

If you’ve changed your mind about a product(s) and it’s within 28 days of when you received your order, we are happy to refund the full cost of the product (but not the shipping), subject to the Returns Policy Conditions.

To return the product(s), please follow these instructions:

  1. Complete and submit the Returns Form >;
  2. Repackage the products in their original packaging, ensuring they are securely packaged, with any oils in their leak-proof wrapping;
  3. Place your Dispatch Note (found in the original order package) in the package and seal securely with tape;
  4. Remove the original address label or cover with the return label address;
  5. Take to your local Post Office and post to us. Please request proof of posting for your records. Please note that you will need to pay the cost of posting.
  6. Return Address: Returns, Purely Skincare Limited, Cherry Cottage, Ryeflatts Lane, Hatton, UK, DE65 5ET

Once we have received the returned products, Dispatch Note and completed Returns Form, we will send you an email confirming receipt. We will then authorise the refund via PayPal, (or whatever other payment method you originally used to purchase the goods), within 14 days.

My product is damaged or missing, what should I do?

We want you to be pleased with our goods and services and are happy to replace any faulty goods or redress any errors that we have made in connection with an order. Please carefully check your goods and report any shortages, damages, or problems within 7 days of receiving your order.

Please contact us in the first instance via email at orders@purelyskincare.co.uk. We will reply to you within 3 working days to discuss how we can address the issue.

If you need to return damaged goods, we will ask you to follow these directions:

  1. Complete the Returns Form >. Please select the appropriate option on the returns form to let us know if you would like a full refund (including shipping costs) or a like-for-like replacement product, with free shipping;
  2. Repackage the products in their original packaging, ensuring they are securely packaged, with any oils in their leak-proof wrapping. Please take care if there is any broken glass. Do not return the broken item if the container is glass, but email a photograph to  orders@purelyskincare.co.ukbefore disposing of it safely;
  3. Place your Dispatch Note (found in the original order package) in the package and seal securely with tape.
  4. Remove the original address label or cover with the return label address;
  5. Take to your local Post Office and post to us via 2nd class post. Please request proof of posting for your records. Please note that you will need to pay the cost of posting.
  6. Return Address: Returns, Purely Skincare Limited, Cherry Cottage, Ryeflatts Lane, Hatton, UK, DE65 5ET

Once we have received the returned products, Dispatch Note and completed  Returns Form, we will send you an email confirming receipt.

If you have chosen a full refund (including original and 2nd class return shipping costs), we will then authorise the refund via PayPal, (or whatever other payment method you originally used to purchase the goods), within 14 days.

If you have chosen a like-for-like replacement product, with free standard shipping, we will then dispatch your replacement order and refund the 2nd class return shipping cost.

I don't have my dispatch note, what should I do?

If you can’t find your dispatch note, please contact us at orders@purelyskincare.co.uk

Returns Policy Conditions

If you change your mind and would like to cancel your purchase, exchange your products or receive a refund, we ask that you have taken reasonable care of the products whilst they are in your possession, and they are unopened and unused.

IMPORTANT: Please note that opened products cannot be exchanged unless deemed faulty after testing.

Please note that you will need to also send the dispatch note enclosed with your order. If you cannot find the dispatch note, please contact us at orders@purelyskincare.co.uk

We may decline to accept an order in circumstances including but not limited to:
(a) Your payment not being authorised;
(c) Product(s) ordered not being available from stock and/or suppliers; or
(d) Where a pricing or product description error has occurred.