SHIPPING, RETURNS AND COLLECTION POLICY
THE BEAUTY BISTRO LTD
ONLINE ORDERS AND DELIVERY
All online orders are dispatched using Royal Mail’s tracked delivery services, with the following options available at checkout:
- Royal Mail Tracked 24 with Signature: Estimated delivery within 1–3 days of dispatch.
- Royal Mail Tracked 48 with Signature: Estimated delivery within 2–4 days of dispatch.
Royal Mail Tracked 24 and Tracked 48 are NOT guaranteed next-day delivery services. The numbers 24 and 48 refer to Royal Mail’s delivery targets, not guaranteed delivery times.
Royal Mail Tracked 24 aims to deliver within 1–3 days of dispatch, while Royal Mail Tracked 48 aims to deliver within 2–4 days of dispatch.
Customers should not select either service on the assumption that their order will arrive the following day.
All parcels dispatched by The Beauty Bistro Ltd require a signature upon receipt. Customers should provide a delivery address where someone will be available to accept and sign for their order.
DELIVERY CHARGES
Orders of £50 or more qualify for FREE Royal Mail Tracked 48 with Signature.
For orders below £50, or where an upgraded delivery service is requested, the following charges apply:
- Royal Mail Tracked 48 with Signature: £6.95
- Royal Mail Tracked 24 with Signature: £7.95
Customers may select their preferred delivery service at checkout.
Orders exceeding £400 may be upgraded to a guaranteed next-day delivery service at no additional charge, at the discretion of The Beauty Bistro Ltd and once the order is ready for dispatch.
Delivery is available exclusively within the United Kingdom, Jersey and Guernsey.
ORDER PROCESSING AND DISPATCH
Orders placed after 10:30am, during weekends or on public bank holidays will normally be processed on the following working day.
The Beauty Bistro Ltd operates Monday to Friday, between 11am and 5pm. Weekends and public bank holidays are not considered working days.
Every effort is made to process and dispatch orders promptly. However, The Beauty Bistro Ltd may not always hold every advertised product in stock, particularly products with shorter shelf lives or those awaiting replenishment from authorised UK distributors.
Where a product needs to be ordered directly from a distributor, delivery to The Beauty Bistro Ltd is normally expected within 24–48 hours, subject to availability. Where appropriate, The Beauty Bistro Ltd may arrange for products to be dispatched directly to customers by authorised UK distributors.
If a product is unavailable and the distributor cannot provide a reasonable delivery date, normally within seven days, the customer will be notified. A refund for the unavailable product will be arranged, and the remaining items will be dispatched where applicable.
Product packaging, product images, presentation, ingredients and specifications may occasionally be changed by manufacturers without prior notice. Such changes remain subject to applicable consumer rights.
DELAYS OUTSIDE THE BEAUTY BISTRO’S CONTROL
The Beauty Bistro Ltd is not responsible for delays arising from circumstances beyond its reasonable control, including postal or courier disruptions, late delivery, adverse weather conditions, industrial action, transport difficulties, supplier delays or other unforeseen events.
All dispatch and delivery times are estimates.
Once an order has been dispatched, delivery times are subject to the operational arrangements of the relevant postal or courier service.
Where delays occur, The Beauty Bistro Ltd will make reasonable efforts to obtain updates, communicate relevant information and assist in resolving delivery difficulties.
Nothing in this section excludes or restricts the customer’s statutory rights concerning the delivery of goods.
REFUSED, UNDELIVERABLE AND UNCOLLECTED PARCELS
Customers are responsible for providing accurate delivery information and making reasonable arrangements to receive their orders.
Parcels may be returned to The Beauty Bistro Ltd in the following circumstances:
- Incorrect or incomplete delivery details.
- Repeated unsuccessful delivery attempts.
- Failure to collect a parcel from Royal Mail following notification.
- Refusal to accept delivery.
- Failure to provide a signature where required.
Where a parcel is returned due to circumstances attributable to the customer, any subsequent redelivery will be subject to an additional postage charge.
If the customer no longer requires the order, the matter will be handled in accordance with the Returns and Cancellations Policy below.
For discretionary cancellations or returns outside statutory cancellation rights, The Beauty Bistro Ltd reserves the right to apply its stated restocking and administration charges where contractually agreed and legally enforceable.
Any additional postage or return charges may also be deducted where permitted by law.
Parcels returned to The Beauty Bistro Ltd will not automatically be treated as cancelled orders or refunded. Customers should contact The Beauty Bistro Ltd to confirm whether they require redelivery or wish to request cancellation.
LOST OR MISSING PARCELS
If an order has not arrived within the expected delivery period, customers should contact The Beauty Bistro Ltd as soon as possible, preferably within 14 days of placing the order.
Where necessary, The Beauty Bistro Ltd will initiate an investigation with Royal Mail.
Royal Mail may require a period of 10 working days following the expected delivery date before accepting a lost parcel claim. Investigations may take up to 30 days to conclude.
During this period, The Beauty Bistro Ltd will make reasonable efforts to establish the parcel’s whereabouts and provide updates where available.
Where goods are confirmed as lost or remain undelivered, an appropriate replacement or refund will be arranged in accordance with applicable consumer legislation. Royal Mail’s investigation process does not override statutory delivery obligations or refund deadlines.
COLLECTION FROM THE BEAUTY BISTRO
Customers may collect online purchases free of charge from The Beauty Bistro’s dedicated 24-hour collection point.
The collection option can be selected during checkout.
Following successful payment, customers will receive collection instructions and a further notification when their order is ready.
Where products are available in stock, The Beauty Bistro Ltd aims to prepare orders for collection on the same working day, provided the order is placed Monday to Friday.
During weekends and public bank holidays, please allow up to three working days for collection.
In certain circumstances, products may be dispatched directly from an authorised distributor rather than made available for collection. Where this occurs, customers will be notified and delivery will be provided free of charge.
Customers must wait until they receive confirmation that their order is ready before attempting collection.
RETURNS AND CANCELLATIONS
Customers wishing to cancel or return an online purchase should contact The Beauty Bistro Ltd at bev@thebeautybistro.co.uk.
For most online purchases, customers have a statutory right to cancel within 14 days of receiving their goods, followed by a further 14 days to return them.
Certain products are excluded from these cancellation rights, including qualifying sealed goods that are unsuitable for return for health protection or hygiene reasons once their seals have been broken.
Customers are responsible for return postage costs when returning eligible goods because they have changed their mind, ordered incorrectly or no longer require the products, unless otherwise agreed.
A tracked postal service is strongly recommended.
RETURNS OF SKINCARE, COSMETICS, MAKEUP, SUPPLEMENTS AND HOME TREATMENT DEVICES
For health, safety and hygiene reasons, products supplied with qualifying protective hygiene seals, including seals on outer packaging, security seals, tamper-evident seals and internal product seals, cannot be returned for a change-of-mind refund once those seals have been broken, removed or tampered with.
Home treatment devices with intact seals must be returned with all original components, accessories and instructions. Missing items, damage or evidence of excessive use may result in deductions from any refund, where legally permitted.
Returns accepted at the discretion of The Beauty Bistro Ltd outside statutory cancellation rights are subject to the company’s agreed returns conditions.
These provisions do not affect statutory rights relating to faulty, damaged or incorrectly supplied products.
RESTOCKING AND ADMINISTRATION CHARGES
Where an order is cancelled or returned outside statutory cancellation rights, and no other statutory right to a refund applies, The Beauty Bistro Ltd reserves the right to apply a 50% restocking and administration charge, where expressly agreed and legally enforceable.
This may include discretionary returns, refused deliveries or orders returned as undeliverable.
Any applicable delivery, return or additional handling costs may also be deducted where legally permitted.
The 50% restocking charge does not apply where a customer validly exercises their statutory cancellation rights.
REFUNDS
Refunds will be processed using the original payment method.
Where a valid statutory cancellation is exercised, reimbursement will be made in accordance with the applicable legal requirements, including relevant refund deadlines and delivery charge provisions.
For discretionary returns accepted outside statutory cancellation rights, any agreed restocking charges or additional expenses will be deducted before reimbursement.
Where permitted by law, The Beauty Bistro Ltd may withhold reimbursement until returned goods have been received or satisfactory evidence of their return has been provided.
DAMAGED, FAULTY OR INCORRECT PRODUCTS
The Beauty Bistro Ltd takes care to ensure that all orders are packed securely and accurately.
If a product arrives damaged, faulty or incorrect, customers should contact bev@thebeautybistro.co.uk as soon as possible, preferably within 14 days of receipt.
Photographs of the product, packaging and any visible damage may be requested to assist with assessing the issue.
Where a return is necessary, The Beauty Bistro Ltd will provide appropriate instructions.
Products may be inspected to establish the nature of a reported fault or damage. Where a fault is confirmed, the appropriate remedy will be provided in accordance with the Consumer Rights Act 2015.
Reasonable return postage costs will be covered where goods are faulty or do not conform to the contract.
Customers’ statutory rights are not affected by these procedures or by any requested notification period.
RETURN ADDRESS
The Beauty Bistro Ltd
Trenholme
Heath House Gardens
Hedge End
Southampton
Hampshire
SO30 0LE
Telephone: 07734 295 194
Email: bev@thebeautybistro.co.uk
Customers are encouraged to report any delivery shortages, incorrect products or visible damage within 24 hours of receipt so that the matter can be investigated promptly.
PRODUCT SUITABILITY AND SKIN REACTIONS
Customers are responsible for reviewing product information, ingredients, application instructions and suitability before use.
Where recommended by the manufacturer, a patch test should be performed before applying a new skincare or cosmetic product.
Particular care should be taken when introducing active ingredients or combining products with existing skincare routines, medication or professional skin treatments. Individual skin responses can vary, and a reaction does not necessarily indicate that a product is defective.
If an adverse reaction occurs, customers should discontinue use and contact The Beauty Bistro Ltd at bev@thebeautybistro.co.uk, preferably within 24 hours of the reaction appearing.
Customers may be asked to provide photographs and details of the products used, their application and any relevant circumstances.
Where appropriate, a manufacturer’s adverse reaction report may be completed.
The Beauty Bistro Ltd cannot guarantee that every product will be suitable for every individual or that adverse reactions will never occur.
However, nothing in this policy excludes liability or restricts statutory rights where a product is faulty, unsafe or otherwise fails to meet applicable legal requirements.
CUSTOMER COMPLAINTS POLICY
The Beauty Bistro Ltd is committed to maintaining high standards of customer service and addressing complaints fairly, professionally and efficiently.
Customers are encouraged to contact The Beauty Bistro Ltd directly if they are dissatisfied with any aspect of their purchase, delivery or customer experience.
COMPLAINTS PROCEDURE
- Complaints will normally be acknowledged within three working days.
- Customers will be kept informed of relevant developments and proposed resolutions.
- The Beauty Bistro Ltd aims to resolve straightforward complaints within seven working days.
- More complex matters may require additional investigation, in which case customers will be advised of any anticipated delays.
- The outcome of a complaint will be communicated by email or telephone, as appropriate.
All complaints are reviewed to identify opportunities to improve customer service and operational procedures.
CONTACT DETAILS
The Beauty Bistro Ltd
Telephone: 07734 295 194
Email: bev@thebeautybistro.co.uk
The Beauty Bistro Ltd aims to resolve concerns promptly and, wherever possible, during the customer’s initial contact.
STATUTORY RIGHTS
Nothing within this Shipping, Returns and Collection Policy is intended to exclude, restrict or override any rights or remedies available to consumers under applicable legislation.