This  Shipping and Returns Policy applies to all purchases you make from NCSKIN Limited of 1st Floor 87/89 High Street, Hoddesdon, Herts, England, EN11 8TL (hereinafter “NCSKIN”, “we”, “us”, or “our”) at www.ncskin.co.uk. It is your responsibility to familiarise yourself with this policy. 

 

By placing an order for any of our products, you represent that you have read this policy and that you agree to and fully accept the terms of this policy. If you do not agree with or fully accept the terms of this policy, please do not place an order with us.

 

If you have any questions or comments, please contact us using info@ncskin.co.uk. 

 

Delivery 

All orders will be processed and shipped as soon as possible with Royal Mail. Once we have handed your order over to the carrier, you will receive a shipping confirmation by email. 

 

Our parcels are usually delivered within 7 working days, for orders from abroad within 20 working days. Orders placed on a Saturday, Sunday or public holiday will not be dispatched until the next working day.  

 

Please note: If you require a time sensitive delivery, please contact us before placing your order and we will do our best to accommodate your request.

 

Delivery times

Standard shipping

Ships within 1-3 business days within 3 business days from dispatch.

 

Next Day Priority 

Same day shipping if order is placed before 12:00pm Monday to Thursday. 

 

Overseas Shipping 

Ships within 1-3 business days within 20 business days of dispatch.

 

Delivery Charges

Our delivery charges are calculated and displayed on your screen when you place the order. 

 

Delays

If we have a high volume of orders, shipping may be delayed by a few days. We try to ensure that orders are completed and delivered within the delivery time stated at the time of purchase. However, occasionally there are delays due to production or shipping issues beyond our control, or due to persistent delays or remaining bottlenecks. 

 

If there is a significant delay in the dispatch of your order, we will contact you by email or telephone to advise you of the new confirmed delivery date. However, this does not mean that you have the right to cancel your order if it exceeds the estimated time frame.

 

Please allow extra days for delivery during or just before the holidays. 

 

Import duties and taxes

If you order goods on our website for delivery overseas, additional import duties and taxes may apply and will be charged once the order reaches the specified destination. Any additional charges for customs clearance should be borne by you. We have no control over these charges and cannot predict what they will be. If these charges are not paid, your order may be returned to us, and we will not be able to refund the shipping charges.  

 

There may also be charges for returning your order to us, which will be deducted from any refund amount.  In certain situations, your order may be destroyed by customs if duties and taxes are not paid.  In this case, we will not be able to refund the product or shipping charges for these reasons.

 

Please note that there may be restrictions on shipping to you in relation to certain items and order value. You may also be required to provide certain documentation to clear your order when it arrives in your destination country. This may vary from country to country, and we encourage you to check with your local customs office for further information before placing your order. We cannot refund any shipping costs if your order is returned for any of these reasons.

 

Risk of loss

All items purchased are delivered under a shipping contract with our carriers. This means that the risk of loss and title for these items passes to you upon delivery of your order to our carriers. If you have not received your order within 25 working days of the dispatch date, please contact us. We ask that you contact us as soon as possible and within 45 days of placing your order. If you contact us outside of this time frame, we will not be able to track your order or issue a refund.  

 

My delivery is damaged, what can I do?

If you have received a damaged item, please email us within 48 hours of delivery and include pictures of the damaged item so that the damage can be verified. Please do not dispose of the item until you have heard back from us. A claim can only be considered if it can be clearly shown that the item(s) are faulty or damaged.

 

Wrong Item Policy

In the unlikely event that one or all of the item(s) you received is not what you ordered, please follow our return process. 

 

Changes and orders placed in error

Once your order has been dispatched, you will receive an email at the email address you provided. However, this also means that we cannot change or cancel your order if it has already been dispatched.

 

If you have placed an order in error or you have made a mistake when placing the order, you must contact our customer service team as soon as possible within one hour of placing the order so that we can amend or cancel the order before it is dispatched. 

 

If your order has already been dispatched, we cannot amend or cancel the order until you have returned it to us. 

 

You can check the status of your order in your account by viewing your current order. 

 

Change of address

We cannot change or update a shipping address once an order has been shipped. Please check your shipping details before submitting your order and email us before your order is dispatched if you wish to change your address.

 

Refuse delivery

If you have refused delivery or plan to refuse delivery of your order because you wish to cancel it, please contact us and a £3.99 return delivery fee applies. 

 

Orders returned to us

If your order is returned to us due to multiple failed delivery attempts, non-collection or an insufficient/wrong address, a £3.99 return delivery fee applies, and we cannot refund any delivery charges.

 

About returns

Before requesting or arranging a return, please read the following information carefully.

You can return any delivered products you have purchased for any reason within 14 working days of delivery. To do so, you should notify us in writing by email or post within 5 working days of delivery. If you are returning a product for any reason, other than damaged products, you should pay the cost of returning the product(s) to us. 

 

When we do not accept returns

We do not accept returns if the product(s):

 

•    has been opened, 

•    tags have been removed,

•    damaged, 

•    altered or 

•    adapted or treated as your property. 

 

While in your possession, you should keep the product(s) you wish to return to us unopened and in good condition. The product(s) should be returned in the same condition in which it was delivered.

 

How to return

Please ensure that returned products are well packed to avoid damage or loss of parts during transit. Refunds may be reduced for returned products that can no longer be sold as new because they have been opened, damaged or show signs of wear and tear. 

 

For returned products worth more than £50, it is advisable to use a trackable shipping service or take out shipping insurance. We cannot guarantee that we will receive your returned product.

 

Return policy

To receive a full refund, the product should be:

 

•    in its original packaging,

•    be in a resalable condition,

•    be complete and as purchased,

•    accompanied by a valid proof of purchase, and

•    be returned to us within 14 working days of purchase.

 

Refunds

Refunds will be processed within 14 days. For currency conversions, refunds will be made in the currency in which you paid for the order. NCSKIN accepts no responsibility for any loss or gain arising from changes in exchange rates between the time of order and the time of refund.

 

Late or missing refunds

If you have not received a refund within 14 days of us notifying you that your refund has been issued, please double check your bank account, and contact your bank or credit card company. If you have done all this and still have not received your refund, please contact us.

 

Changes 

We may update this policy from time to time. This policy was last updated on Wednesday, 15 February 2023.

 

Who can I contact for more information?

If you would like to contact us regarding our privacy practices for any reason, please use info@ncskin.co.uk.