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Returns, Refunds & Cancellations

Returns, Refunds & Order Cancellation

The goods must be returned unused and unopened - in the same condition as they were originally despatched from the British Curlies Shop.
If a product has been damaged in transit please inform us within 7 working days of order receipt to arrange a replacement or a refund and return of item by second class post. In such cases we will refund the postage cost of returning the item and any replacement will be sent with no further shipping charges. For all other refunds you have 7 days from receipt of order to request a refund.

We do not offer refunds/returns on Hair Accessories, Combs, Brushes, Towels, Curlformers or any product of a hygienic nature or sample size products. No refunds on clearance or sale items.

Only authorised returns will be accepted. Please log into your store account and follow our Returns procedure.

Items returned to us due to incorrect delivery address supplied by the customer or failure by customer to collect parcel will be issued a refund for the cost of products only. Customers who paid no delivery charge will have a restocking fee charge. You will be notified via email should this happen.

 

ONLINE ORDER PROCESSING AND OFFICE OPENING HOURS

Please note: We are open Tuesday to Friday 9:30 to 17:00. Closed Mondays & Weekends. For any order related queries please email customercare@britishcurlies.co.uk or call during our opening hours. All queries over the weekend will be answered on the Tuesday. 

 

WHAT SHOULD I DO IF MY ITEM IS DAMAGED

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

Please contact us at customercare@britishcurlies.co.uk to notify us of the incident.  Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

Courier

When you select courier as your delivery option before noon you will get your order delivered the very next working day! Tuesday-Thursday (excluding bank holidays).

We do not process orders on the weekends or on Mondays. If you place an order selecting courier method on the these days please do not expect your order to arrive on the Monday or Tuesday. We need time to carefully pack your order.

Please use a work address where possible as a signature will be required.

If you provide a mobile number our courier will send you a text with your 1 hour delivery slot so you don't need to wait in all day!

All orders automatically get email alerts as well from our courier company notifying you of your delivery slot in advance.

Please monitor your email account including your junk mail to make sure you don't miss your parcel. If your tracking number has letters in it example AH or LY your order was shipped by Royal Mail.

We use DPD to safely deliver your parcels. You can see your tracking number in your store account. To track go here simply copy and paste your number into the Track Number box


Cancellation of Orders

If you wish to cancel BEFORE we have sent goods, you must do so by email. If your order has not been sent, it will be cancelled and there will be no charge.

If you change your mind and cancel AFTER your order has been sent to you or after receiving the goods the following procedures apply :-

When you receive your order, as per the EU Distance Selling Directive, you have a “cooling off period” of 7 days to return the ordered products if you have changed your mind and wish to cancel or exchange. The goods must be returned unused and unopened - in the same condition as they were originally despatched from British Curlies. For reasons of hygiene we will not accept for exchange or refund any item which has been opened or used or is not in the exact condition in which it was despatched by us. We do not accept returns on sample sized products, sale or clearance items.

The British Curlies Shop is not responsible for returned goods lost or damaged in transit. We strongly advise that customers use recorded delivery or a similar tracked service and obtain the necessary insurance which will cover the value of the items should they be lost in transit. There will be no refund of the cost of returning the goods. Refunds will be made to the original charged account within 7 days of receipt of the returned goods.

Complaints

If we do not resolve your complaint internally to your satisfaction, you can refer it to your local Citizens Advice or an alternative complaints body (such as The Retail Ombudsman (www.theretailombudsman.org.uk) which is competent to deal with consumer complaints, should you wish to use such a scheme. Please note, whilst British Curlies is prepared to engage with The Retail Ombudsman, we will not be bound by any recommendation which The Retail Ombudsman may make.

 

SALES & Promotion Events

Only one promotional coupon code can used per order. Simultaneous promotions cannot be used in conjunction with each other.   

During sales events please note we will need an additional 4-7 working days to process orders due to the large volume of orders we receive. Please be patient and allow us to get your products shipped safely to you.

These conditions do not affect your statutory rights.

Sales on this web site are governed by English law and you agree to submit any dispute to the exclusive jurisdiction of the English courts. All orders are subject to these terms and conditions, and no amendments will be accepted by us.

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