Returning Items for a Refund
If you are not completely satisfied with your online purchase we will happily issue you a full refund for your order. You have 14 days from the date of receipt to return your item(s) back to us. All items must be returned in their original, unworn condition, complete with tags & labels. Please note returns will only be accepted if the returns tag remains attached. If this is adhered to we will issue a refund for your item(s) upon receipt. Buyer is responsible for return postal charges.
Refund processing times may vary so please allow up to 7 working days for the refund to appear on your credit card or bank statement. Some products are non-returnable for hygiene reasons unless faulty; these include underwear, swimwear, fragrances & earrings. However if express/next day delivery chosen (not basic delivery) we are only obliged to refund basic product costs.
* Any items purchased during the period November 1st and December 24th can be returned/exchanged up until January 8th.
Returning Items For An Exchange
If you wish to return an item for exchange or you have decided not to keep it, we will exchange or refund the cost of the item(s) where appropriate. All goods must be in a new and unused condition together with a copy of your original receipt. Buyer is responsible for return postal charges.
If you wish to return any item due to it being faulty, please leave details on the reverse side of your delivery note giving details of the fault and send it back to us together with the item in
its original packaging, where possible, within 14 days. We will exchange the item or refund the full cost including any delivery charges incurred where appropriate. If you are in any doubt, please contact us. We are here to help you. We recommend that all items returned to us should be sent recorded delivery with insurance paid as a minimum. Your local Post Office will be able to advise.
Order Cancellation
We are happy to cancel your order for a full refund. Please contact us as soon as possible via contact us form clearly stating your order number & your reason(s) for wanting to cancel your purchase. This only applies to orders that have not yet been dispatched.
If your order has already been dispatched you will need to return your order to us following our Returns Policy below. Some products are non-returnable for hygiene reasons; theseinclude underwear, swimwear, fragrances & earrings, unless the items are faulty or develop a fault within 30 days of the purchase.
Customer Returns Responsibility
Please be aware that you are responsible for the return of all items until we are in safe receipt. We recommend that you use an insured returns service for your protection. International orders must be clearly marked ‘RETURN TO SENDER’ as we are not liable for customs and
duties back into the UK. In circumstances where the parcel is not marked as ‘RETURN TO SENDER’ we will contact you to advise you of customs and duties amount and request it be deducted from your account or refund.
Receiving an Incorrect Item
If you have received an incorrect item please contact a member of our Customer Care Team via contact us form. Please mention your order number and your full name.
Vibrantz Customer Care Team will advise how you should proceed with the return of your item. Upon receipt of your goods we will then process a full refund or exchange. Please note, until we are in receipt of your items they are your responsibility.
If an item delivered is proven to be incorrect or faulty we will reimburse any returns costs that you incur.
Return address:
Vibrantz Cosmetics Ltd. 50 Salisbury Road, Vista Business Centre, Hounslow, TW4 6JQ, United Kingdom.
This Returns Policy does not affect your statutory rights and was updated on October 31st 2017.
DELIVERY INFORMATION
Dispatch Times
We aim to dispatched received orders within 1-2 working days.
UK Delivery Methods
We use Royal Mail & UPS as our primary postal service. If for whatever reason we require to send an order via a different courier, we will contact the customer to discuss the circumstance prior to dispatch.
UK Mainland Delivery Via UPS and Royal Mail
| Royal Mail UK Standard Delivery 5 Working days | Free |
| Express Royal Mail UK Delivery- 2 Working Days | £9.99 |
| Royal Mail 3-5 Day Tracked Delivery- 3 Working Days | £4.49 (FREE on Orders over £50) |
| UPS standard Tracked Delivery: 1-2 Working Days | £12.99 |
Delivery Info
Express orders placed before 2pm (Monday to Friday) will be dispatched next working day. All orders placed after 3pm will be sent out in 2 business days. We will send you an email to acknowledge your order.
Please Note: The above delivery periods are estimated only. Once an order has been dispatched we accept no liability in a delay of delivery. However if a longer period of time than the stated estimated delivery times then please do not hesitate to get in touch so that we can investigate the where abouts of your order and its current circumstances.
Please note that same day dispatch is not always possible during busy periods or the early days of a sale or promotion or should your order be delayed due to further security checks. Once your order has been dispatched we cannot be responsible for delivery days and times unless you have selected a guaranteed service.
In a small minority of cases for various reasons beyond our control your parcel may not arrive in the timescales published. We always do our utmost to escalate and resolve as quickly as possible on your behalf. We are unable to re-send items that are in transit. Undelivered items must be received back before we can resend or refund. Lost in transit parcels are escalated to our courier partners and refunds or replacements are processed oncethe case can be closed which is usually 15 working days for UK and 30 days for rest of world.
International Delivery Via Royal Mail Tracked & UPS International Priority
For International orders we use Royal Mail International Airsure and sometimes UPS. This service is tracked and traced throughout, and requires a signature on receipt.
| Europe | £11.99 |
| USA & Canada | From £16.99 |
| Rest of the World | From £20.99 |
Important Information
Please make sure that the shipping address that you provide is correct as we are unable to redirect orders once they are on their way to you. For security purposes we do not amend addresses once we have processed your order as your order is confirmed on the basis of the original information you provide us with at point of order. Before we can dispatch your purchase we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum. Please note this can take longer during our sale periods when it may take up to 72 hours (Mon- Fri) for shipments to be dispatched. We work closely with our shipping partners to minimise the potential impact of custom delays on our international customers.
Restrictions and Taxes
It is important to note that you may have to pay custom duties and taxes on the items you purchase and these local fees are not included. Please check the UPS website for more information about international charges if you are unsure. For US shipping if the value is under $200 USD you usually do not have to pay duties. Over this amount you will have to
pay import tax. If your parcel is held at your local UPS depot without you making the relevant customs clearance duties then after 30 days we reserve the right to instruct UPS to destroy your parcel. Please be aware that you will not be eligible for a refund under these circumstances.
Tax Free Shopping
If you are from outside the European Union you will receive a 20% VAT reduction on your order. This is automatically applied at the checkout once you have confirmed your delivery address.
BFPO Addresses
We can refund VAT on items sold and sent to BFPO addresses if the address is located outside the EU or meets the following requirements BFPO Addresses Based Outside the EU.Please e-mail us with your order number once you have placed your order. BFPO Addresses Based within the EU – before we can issue a VAT refund for an order dispatched to a BFPO address based within the EU, we must obtain a “certificate of entitlement” confirming that the items have been dispatched to and received by a qualifying body or person as set out in paragraph 14.2 of HM Revenue and Customs Notice 725.
Please note: We cannot accept VAT refund requests via fax or phone.
If you have any questions or need assistance, please contact us and we will be happy to help.
Thank you.
