Delivery & Refunds
Customer service is of premier importance to us at Pretty Minerals. Your confidence in us and the service we provide is our number one priority.
Delivery Policy
At PrettyMinerals we make every effort to ensure your purchase gets to you quickly, safely and in the most cost effective way possible.
UK delivery options and charges are per order:
1. Standard Delivery within three to five working days £2.50
2. Next day. Orders must be placed by 12 noon £5.00
We confirm all orders by email.
Delivery Rules and Restrictions
PrettyMinerals only delivers online orders to UK addresses.
An order can be delivered to one address only. If you require to send orders to multiple addresses you will need to place a separate order for each address.
UK mainland orders received by 12 noon, Monday to Friday, will be dispatched the same day for the next day delivery option and the following day for standard delivery.
Please allow one additional day for deliveries to off-shore islands, Scottish Highlands and Northern Ireland.
Orders are processed and delivered on working days only (Monday through Friday, excluding bank holidays).
Orders can be delivered to either valid business or valid residential addresses. We are unable to process orders to a P.O. Box address.
Please note that the delivery of your order may be restricted to a particular service depending on the size, weight and chosen destination of the package. We endeavour to dispatch all orders within 24 hours however we do ask for your patience during busy periods.
Returns Policy
We are committed to offering our Customers the finest cosmetic products available. If you feel the products you received from our Online Store do not meet this expectation, you may return any item in its original condition for a full refund within 14 working days from delivery provided that you tell us within 7 working days after the day on which you received the products that you intend to return the item.
Within the order packaging, you will find a dispatch note with details of your order together with details of our returns process. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by email at sales@prettyminerals.co.uk
The Returns Process:
STEP 1. Notifying Us Of Your Intention To Return Or Cancel Your Order
Notification of your intention to cancel your order and return any goods within the period of 7 working days after the day of delivery can be done by emailing us at sales@prettyminerals.co.uk with your order details. Please note that we cannot accept returned goods that we reasonably believe have been used.
STEP 2. Completing The Necessary Documentation
On notification of your intention to return, Customer Service will take note of your customer order number and the description of the goods which are being returned. This information can be found on your dispatch note. Customer Service will then issue you with an authorisation number and an e-mail confirmation. Please retain a note of your authorisation number for future reference with Customer Service with regards to this matter.
STEP 3. Returning The Product
Please send your return or exchange to:
Returns Department
IML
11c Stephenson Road
Gorse Lane Industrial Estate
Clacton on Sea
Essex
CO15 4XA
We recommend that you send all items insured and/or registered when sent through the mail as we cannot take responsibility for packages which we do not ship ourselves.
Please ensure that the returned parcel is properly sealed and that you have included within the returned parcel the original dispatch note and a copy of your email confirmation. We strongly recommend that the parcel be sent by a recorded delivery service (one that requires a signature upon receipt).
You should retain the recorded delivery receipt in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
STEP 4. Processing The Refund
If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your notification that you would like to return the products provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days. You will receive email notification of your refund.
If you have requested an exchange or replacement, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.
In the event of an exchange, items are subject to product availability and the customer will incur any shipping costs for returning items to be exchanged.
If you return items for reasons other than defects in the goods, or incomplete or incorrect delivery, you will be required to arrange and pay for the return of the items to us.
We cannot accept liability for returned goods lost in transit.
If you require a refund, we will refund the price paid by you for the goods (inclusive of the initial delivery charge) within thirty (30) days of receiving your notification that you would like to return the products provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days of delivery.
If you are returning the goods owing to defects or incomplete or incorrect delivery we will refund you the price you paid for your goods (inclusive of the initial delivery charge) and the recorded delivery costs for the return carriage from the original delivery point (provided that you enclose a valid till receipt indicating such costs).
Refunds will only be made against the original credit/debit card used.
Please note that we cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.
For hygienic purposes, returns/exchanges on any used cosmetics cannot be accepted. There is no return or exchange for sale items.
Your statutory rights remain unaffected.
