Delivery and Returns
DELIVERY:
Customers will receive email alerts throughout the order process to update them on their order status. It is recommended to check the spam folder if these emails are not received.
Recorded delivery service is used for all parcels to ensure their safe delivery.
A signature is required upon delivery, so it’s important to ensure someone is available at the address to sign for the package. Delivery drivers may leave the parcel with a neighbour if the recipient is unavailable.
In case of non-delivery, a calling card may be left. However, re-attempts or parcel collection cannot be guaranteed as it depends on the individual driver’s discretion.
The delivery charges are set at or below cost due to negotiated rates with couriers based on high order volumes.
Processing time for orders is 48 hours, but during the Christmas season, delays may occur due to increased order volume.
Couriers used include Royal Mail, DPD, and ParcelForce.
There are two types of delivery services offered: UK Standard Delivery (3-5 business days) and delivery to certain locations that require different couriers due to restrictions.
UK STANDARD DELIVERY:
UK Standard Delivery applies to England, Scotland (excluding Highlands and Islands), and Wales. It has a delivery time frame of 3-5 business days.
Certain locations, such as Northern Ireland, Isle of Man, Scottish Highlands and Islands, Jersey, and Guernsey, have different delivery times and postage costs due to the need for different couriers.
The details for these excluded locations can be found under “Locations Excluded from Standard UK Delivery.”
1. STANDARD DELIVERY:
Estimated delivery time is 3-5 working days once dispatched (allow 48 hours processing time).
Free on orders over £45 (exceptions apply).
£4.95 charge applies to orders below £45 (exceptions apply).
2. NEXT DAY DELIVERY:
Delivery takes place on the next working day (Monday to Thursday) if ordered before 12:00 PM (UK Time).
No deliveries take place on weekends or bank holidays.
Time of delivery cannot be guaranteed.
Next day service is not available for Saturday delivery.
Orders placed before 12:00 PM (UK Time) will be processed and dispatched the same working day.
Orders placed after 12:00 PM (UK Time) will be processed the next working day (excluding bank holidays).
Orders placed during the weekend will be processed on the next working day.
Available only for selected UK locations (exceptions apply).
Cost for next day delivery is £7.99.
EXCLUSIONS TO £4.95 OR FREE STANDARD UK DELIVERY CHARGE:
Due to dangerous goods regulations, orders containing fragrances or sprays larger than 151ml, more than 8 fragrances/sprays, more than 4 nail polishes, and more than 2 aerosols cannot be dispatched via Royal Mail.
For these orders, DPD or ParcelForce couriers are used, and a standard shipping charge of £6.99 applies.
This information helps customers understand the specific requirements for ordering certain fragrance products and ensures compliance with the regulations.
LOCATIONS EXCLUDED FROM STANDARD UK DELIVERY:
- The Highlands
- Scottish Off-Shore Islands
- Isle of Wight
- Jersey
- Guernsey
- Scilly Isles
To ensure compliance with dangerous goods regulations, orders containing fragrances or sprays larger than 151ml, more than 8 fragrances/sprays, more than 4 nail polishes, and more than 2 aerosols cannot be dispatched via Royal Mail.
Instead, a different courier, ParcelForce, is used for delivering these orders. Please note that using ParcelForce incurs an additional charge of £6.99.
The standard delivery charge is £6.99, and there is no free delivery option regardless of the order value.
Next day delivery is not available.
After dispatch, please allow up to 7 working days for the delivery to arrive.
Orders are dispatched via Royal Mail Courier Signature Tracked System.
Delivery typically takes 2-3 working days from dispatch.
A signature is required upon delivery. If you are not available to sign, the courier may ask a neighbour to sign on your behalf.
If a signature cannot be obtained, a calling card will be left, allowing you to arrange redelivery or collect the parcel from your local depot within 18 days. Proof of ID will be required.
If you contact Royal Mail directly to arrange a redelivery, The Alternative Beautywill no longer be liable for any lost items.
Royal Mail may deliver the item to a neighbour if you are not at home. Neighbours are defined as individuals who live near your address.
Royal Mail post people use their discretion when determining which neighbour to approach for delivery.
Delivery to a neighbour is applicable to residential customers only, and not to businesses.
If the estimated delivery day has passed and you have not received your order, please contact the Customer Service Team at info@thealternativebeauty.co.uk
MISSING ORDER (Royal Mail):
Royal Mail considers orders as missing only after 10 working days have passed from the time of delivery.
Claims for missing parcels cannot be submitted before the 10 working days have elapsed, as Royal Mail will not accept them.
If your order is classified as missing, you may receive a form from Royal Mail that needs to be completed and returned within the specified deadline.
Royal Mail will not proceed with the investigation unless they receive the completed form.
Once the claim is submitted, it may take up to 30 business days for a resolution to be reached after their investigation.
Refunds will be processed after the investigation is completed and the specified time period has passed.
To track your Royal Mail dispatched item, you can use the following link: Royal Mail Tracking
ORDERS DISPATCHED VIA DPD COURIER:
- All DPD deliveries require a signature.
- If you are not available to sign for the parcel, you can indicate during the order placement whether you would like it to be left with a neighbour.
- For deliveries to business addresses, ensure someone is available to sign for the parcel.
- Provide a valid mobile number and email address to receive tracking information.
- If you are unavailable during delivery, a calling card will be left, and you may also receive a text message.
- If you need to rearrange delivery, you can contact The Alternative Beauty at info@thealternativebeauty.co.uk
- DPD will make a maximum of three delivery attempts for home delivery.
To track your DPD dispatched item, you can use the following link: DPD Tracking
RETURNS AND REFUNDS
Our policy on returns, refunds and cancelations does not affect your statutory legal rights
Contact The Alternative Beauty immediately via email info@thealternativebeauty.co.uk upon receiving the order.
Await authorization and instructions for the return. Ensure the items are returned within 14 days from receiving the return authorization.
If the items are not received within 14 days, The Alternative Beautywill close the query and consider the order satisfactory, requiring no further action.
The items must be unused and in their original sale condition as received.
Please note that you are responsible for the postage cost of returning the items.
Once The Alternative Beauty receives the returned item and confirms it matches the batch code and is in the same condition as dispatched, a refund for the cost of the goods will be processed.
The refund will be processed immediately, but it may take 3-5 business days to clear with your bank.
- Items must be returned in the condition they were received, including keeping any hygiene seals intact. Unsealing a product that needs to be sealed for health or hygiene reasons may void your right to return the item.
- According to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, the refund amount may be reduced if non-faulty items being returned are damaged or used. The reduction in refund will depend on the decrease in value due to your use of the item. If your use makes the items unsellable, the reduction may be 100%.
- Contact The Alternative Beautywithin 48 hours via email at info@thealternativebeauty.co.uk upon receiving the order. Provide any necessary photographic evidence of the faulty or damaged item and its outer packaging.
- Await instructions from The Alternative Beautyfor the return or exchange process. They may require evidence for claim purposes with the courier.
- Once authorized, The Alternative Beautywill provide a returns label. They will refund the cost of return for the value of the standard delivery service.
- Ensure the items are returned within 14 days from receiving the return authorization.
- If the items are not received within 14 days, The Alternative Beautywill close the query and consider the order satisfactory, requiring no further action.
- Upon receiving the returned item and confirming it matches the batch code and is in the same condition as dispatched (except to the extent reasonably necessary to examine them), The Alternative Beautywill process the refund.
- The refund will be processed immediately, but it may take 3-5 business days to clear with your bank.
- The value of the original transaction will be refunded. Return postage costs will be applied as a credit to your The Alternative Beautyaccount or sent as a check.
REFUNDS:
- Unwanted Items: Full refund will be provided upon receipt of the items. However, customers are responsible for the postage cost to return the parcel.
- Faulty Items: Full refund will be provided upon receipt of the faulty items.
- Notification: Refund notifications will be sent via email within a reasonable time period.
- Refund Method: Refunds will be issued using the same method used for the original payment.
- Refunds for Gift Purchases: Refunds for items purchased as gifts will be given to the credit/debit card of the person who placed the order. The aim is to process the refund as soon as possible, and within 30 days of cancelling the order.
CLAIMS/SIGNATURE DENIALS (PARCEL NOT RECEIVED/DENIAL OF SIGNATURE):
- Claim Filing Customers must contact The Alternative Beauty via email at info@thealternativebeauty.co.uk within 30 days of receiving the order dispatch confirmation email to file a claim with Royal Mail or ParcelForce. For DPD, the claim must be submitted via email within 10 days.
- Time Limit: Failure to notifyThe Alternative Beautywithin the specified timeframes will disqualify customers from qualifying for a refund.
- Signature Denial Claims: Customers must fill out the claim form and return it to Royal Mail / ParcelForce to confirm non-receipt of the parcel.
- Return Letter: If customers fail to return the letter to Royal Mail / ParcelForce within 15 working days, The Alternative Beauty will not be able to provide further assistance.
- Refund Eligibility: Failure to return the letter may result in the closure of the claim by Royal Mail / ParcelForce, and customers will not qualify for a refund from The Alternative Beauty.
- DPD Claims: Claims with DPD will require 28 working days from the date of submission for a full investigation and acceptance confirmation.
CANCELLATIONS:
Cancel BEFORE Dispatch:
- Orders can be cancelled before the products are delivered or up to 14 days afterward.
- To cancel, customers should immediately email info@thealternativebeauty.co.uk
- Refund Processing: The Alternative Beauty will process the refund immediately, and it may take 3-5 business days to clear in the customer’s bank account.
Cancel AFTER Dispatch:
- If customers decide to cancel the order after dispatch, they are responsible for returning the items.
- Products should be returned within 14 days, unused, in their original sale condition, and with the original packaging.
- Recorded delivery service is recommended for returning the items.
- After receiving the returned items, The Alternative Beauty will refund the full amount debited to the customer’s credit/debit card. Allow 3-5 business days for the refund to clear in the bank account.
CONTACT INFORMATION:
For any issues with ordering or questions about an order, customers can contact The Alternative Beauty via email at info@thealternativebeauty.co.uk
