Subtotal: £29.00
Shipping, Returns and Collection from The Beauty Bistro Ltd
Online Orders:
Online orders are posted on a Royal Mail Tracked 24 with a signature service, which aims to arrive 1-3 days after posting, or a Royal Mail Tracked 48 with a signature service, which aims to arrive 2-4 days after posting. Neither service is a guaranteed next-day postal service. Postal choices can be made upon checkout.
Any Royal Mail delivery delays, including strike action, are out of The Beauty Bistro Ltd’s control. All deliveries shipped by The Beauty Bistro require a signature upon receipt. Please provide a delivery address where the order can be signed for during working hours.
Packing and carriage for orders of £50 and over are free of charge and will be shipped via Royal Mail Tracked 48 with a signature service, provided you have requested this service upon checkout. For orders over £400, these may be upgraded to a guaranteed next-day service free of charge by The Beauty Bistro Ltd, once the order is ready for dispatch.
Orders under £50, or if you wish a 24-hour service, either will incur a £7.95 packing and carriage charge for a Royal Mail Tracked 24 with signature service, and £6.95 for a Royal Mail Tracked 48 with signature service. Deliveries are restricted to the mainland United Kingdom only. (England, Scotland and Wales).
Orders that require posting that are placed after 10.30am, or orders placed over a weekend will be processed on the following working day. The Beauty Bistro Ltd working days are defined as Monday to Friday between 11am and 5pm. Public Bank Holidays and incidental industrial action may cause a delay (for whatever their duration) and should not be considered working days.
The Beauty Bistro Ltd may not always have every product of each brand listed on the website in stock. This also accounts for very short shelf-life products and/or products that are out of stock at the time of purchase. Upon consumer orders, there may be occasions where a product has to be ordered directly from the brand distributor, which is usually received at The Beauty Bistro Ltd within 24-48 hours. On occasions and where necessary, The Beauty Bistro Bistro may place orders directly with the UK brand distributors and instruct a direct delivery to the consumer.
In the event that a product is out of stock with the brand distributor and they have failed to provide The Beauty Bistro Ltd with a reasonable delivery date (within seven days), a full refund of the out-of-stock product will be refunded. The rest of the order will be dispatched as per above. An email advising the product refund and explanation will be emailed to you, the consumer.
All products are listed as advertised but are subject to change by the manufacturers without notice.
Refused and Undeliverable Packages:
Failed delivery attempts due to not providing a signature, not being available to receive your order at the address stated, not collecting after a delivery card has been left by the Royal Mail, providing an incorrect name, address or other required details, and refusal to receive the package may result in the order being returned to The Beauty Bistro Ltd by the Royal Mail. For the parcel to be redelivered, the cost of the postage will be at the consumer’s expense. If the parcel is no longer required a 50% restocking fee of the total order value will apply. There will be no refund of the postage. Refunds for returned parcels to The Beauty Bistro Ltd will not automatically be refunded.
Lost Packages:
If an unfortunate yet isolated incident arises where a delivery has not been received by the consumer, this must be reported to The Beauty Bistro within 28 days from the date of order placement. A claim will be opened with the Royal Mail which can only be completed 10 working days after the due date that the delivery was expected to the recipient. The Royal Mail will investigate the claim. It can take 30 days to receive a response. There will be no further deliveries made to the consumer within this time and payments may only be considered for refund after the response from the Royal Mail has been received by The Beauty Bistro Ltd.
Collection:
Self-collection in person can be obtained from The Beauty Bistro’s twenty-four-hour dedicated collection point free of charge. Upon checkout, a facility is available to request self-collection. Instructions about the dedicated collection point will be emailed post successful payment followed by a notification email to advise that the products are available for collection.
The Beauty Bistro Ltd endeavours to ensure all products are ready for collection the same day providing orders are placed between Monday to Friday. In some cases, depending on stock levels, products may be shipped directly to the consumer from the distributor, in this event a note will be added to your order to advise there will be no collection available, in these circumstances, delivery will be free of charge. In the event of bank holidays and weekends please allow three working days for collection.
Returns:
If you wish to return your purchase, please contact bev@thebeautybistro.co.uk within 14 days of receipt to advise the return of your item/s. All returned items must remain in their original packaging, unopened, undamaged and unused. The cost of the return by any method shall remain at the consumer’s own expense.
A 50% restocking charge to the value of each product shall be applied to all returned items that are not required, cancelled after payment has been made, ordered in error or returned to The Beauty Bistro as undeliverable for whatever reason and not reported within 28 days after delivery.
The remainder of the reimbursement, less the 50% restocking charge and postage expenses, will be refunded once The Beauty Bistro Ltd. has safely received and acknowledged the returned items.
Damaged or Faulty Products:
In the unlikely event of you receiving a faulty or damaged product, please contact The Beauty Bistro within 14 days of receiving your order. The damaged or faulty product must be safely returned to The Beauty Bistro for a thorough inspection to determine the fault, cause, and condition before the company considers any free replacement products or refunds. All postal charges will be refunded in this instance. In the event that the product is not deemed damaged or faulty, it will be safely returned to you.
Any damaged or faulty products that are returned should be received by The Beauty Bistro Ltd within 14 days of contacting The Beauty Bistro. It is your responsibility as the consumer to ensure the safe and responsible return of the parcel; a tracked postal service is strongly recommended to avoid loss.
The Beauty Bistro reserves the right to decline any reimbursement or replace any items in the event such returned items have been subjected to any degree of damage, misuse or opened, except where the product is disputed as faulty that can be subsequently proven, and the company is satisfied.
Please return to:
The Beauty Bistro Ltd
Trenholme
Heath House Gardens
Hedge End
Southampton
Hampshire
SO30 0LE
Notification of any damage, incorrect products or shortages in delivered goods must be made within twenty-four hours of receipt. Please contact The Beauty Bistro Ltd by telephone on 07734 295 194 or email bev@thebeautybistro.co.uk
Reactions to products:
It is the consumer’s responsibility to patch-test all products prior to use. Always check the compatibility of any purchased products with other material facts such as, but not limited to; medication, instructions of use, application methods, and suitability for use, as these can affect results and contribute to adverse skin reactions. The Beauty Bistro shall not reimburse a consumer should any adverse skin reaction occur by using any product sold by The Beauty Bistro Ltd, at any time.
If you have followed the above advice and have experienced a reaction to a product, please immediately report this in writing, including images to bev@thebeautybistro.co.uk within twenty-four hours of the reaction appearing. It may be deemed necessary to subsequently complete a manufacturer’s product reaction form depending on severity, The Beauty Bistro will advise at the time of receiving the report if this is a necessary requirement.
The Beauty Bistro Customer Complaints Policy Summary:
The Beauty Bistro is dedicated to providing excellent customer service and maintaining a healthy customer relationship. This Complaints Policy is in place to ensure any unfortunate dissatisfaction or complaint is handled as efficiently and effectively as possible. The following outlines the policy and procedures for the handling of verbal and written complaints.
The Beauty Bistro Responsibilities:
● To provide an efficient, fair and structured mechanism for handling complaints.
● To provide consumers with access to the complaints handling process, including those consumers with disabilities and special needs.
● To keep consumers informed as to the progress of their complaint and the expected timeframe for resolution.
● Quarterly review for any complaints so to improve the standard of customer service.
Handling Complaints:
● Upon receiving a complaint, The Beauty Bistro will acknowledge the matter via telephone or via email within three working business days.
● The Beauty Bistro will keep the consumer informed of the progress of any complaint, proposed actions and the expected timeframe for resolution.
● The Beauty Bistro aims to resolve complaints in a timely manner and generally resolve a matter within seven working calendar days.
● Complex complaints may take longer than seven working calendar days to resolve. In these instances, The Beauty Bistro will regularly update on the progress and likely timeframe for resolution.
● The Beauty Bistro will advise the consumer of the outcome of any complaint in writing or by telephone conversation.
If you have a complaint regarding any aspect of your account or dealings with The Beauty Bistro, you are urged to telephone or email in the first instance. The Beauty Bistro’s objective is to resolve enquiries or complaints during the consumer’s first contact.
Phone number: 07734 295 194
Email: bev@thebeautybistro.co.uk