TERMS & CONDITIONS
ONLINE ORDERS
Eligibility to order
You must be over 18 years of age and:
- provide us with your real name, contact information and payment details when creating an order;
- provide us with a delivery address;
- possess a valid payment method that works on our website.
Order Acceptance
All orders placed on the website are subject to acceptance in accordance with the following:
- You will be given the opportunity to confirm the details of your order, including your address and payment details, prior to completing your order.
- When you place an order, we will send you an acknowledgement email to let you know that we have received your order. This is not an order confirmation or acceptance.
- We will send you a confirmation email to confirm that your order has been dispatched for delivery. This is confirmation and acceptance of your order.
- Unless otherwise agreed, your order will be delivered within 30 days of confirmation of your order. Where we are unable to deliver your order within this period, we reserve the right to cancel your order.
- Once you press the ‘Pay Now’ button, you have given us permission to process your order as requested.
We may be unable, or refuse, to accept your order because:
- one or more products in your order are unavailable;
- we are unable to process payment for your order, or your chosen payment method has been refused;
- we have identified a pricing or product description error;
- your order fails to meet the requirements of local import restrictions or requirements at your delivery destination.
- you fail to meet our order eligibility criteria or have failed to comply with our terms.
If we are unable to accept your order, our team will be in touch with you as soon as possible.
Prices, Payment and Charges
- We take care to ensure products are priced correctly on our website, but occasionally pricing errors may occur. If we have made an error in the price of a product that you have ordered, our team will contact you. You will have the option to reconfirm your order at the correct price or cancel it.
- Please note: prices for products on our website may change and offers may be withdrawn at any time. Offers and promotions may be available online only or in-store only. Please check the terms of the relevant offer.
- Depending on your delivery address, different taxation rules and additional charges may apply. If you are shipping items internationally, you may need to pay import duties upon receipt of the products. We will notify you during the checkout process if import duties are included or if you need to pay them separately. If they are not included, we do not have any control over these charges and we cannot advise on their amount. You will be responsible for payment of any such import duties and taxes that are not included. Please contact your local Customs office for further information and a ‘landed cost estimate’ before placing your order.
- All credit and debit cards are subject to validation checks and authorisation by your card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment, we will not be liable for any delay or non-delivery.
- Should you choose to cancel or return products purchased in a promotion or at a discounted price, you will be refunded for the goods at the price charged at the Checkout. Please note: you are subject to our Returns Policy when returning products purchased in a promotion or at a discounted price.
Product Descriptions, Ingredients and Restrictions
- We do not guarantee that the product images you see on our website are an accurate representation; occasionally, colours may differ from the images shown on the website due to your computer/device screen resolution or settings. For further information on products prior to making a purchase with us, please contact our team.
- All products are subject to availability at the point of purchase. Once a product is sold out, it will be taken off the website and may not be available again. If any products you order are out of stock, we will contact you so that you can cancel the whole or part of your order.
DELIVERY
Delivery Options
Our delivery options vary by shipping destination, product and service. Please visit our shipping and returns pages for further details.
Delivery Carriers and Time
Deliveries will be carried out by third-party couriers. By placing an order on the website, you agree to the conditions of carriage of our delivery partners. The estimated delivery date of the products will be stated in your order confirmation email. If you do not receive an estimated delivery date from us, we will deliver the order within 30 days after the date of dispatch. We will try to ensure that your order is delivered by the estimated delivery date; however, there may be circumstances where delivery is delayed because of events beyond our reasonable control. If this happens, we will try and arrange for your products to be delivered as soon as possible; however, we will not be liable for any losses caused as a result of such delay.
Delivery Taxes & Duties
Depending on your delivery address, different taxation rules and additional charges may apply. If you are shipping items internationally, you may need to pay import duties upon receipt of the products. We will notify you during the check-out process if import duties are included. Unfortunately, we have no control over these charges and we cannot advise on their amount. The payment of any such import duties or taxes is your responsibility. Before placing your order, please contact your local Customs office for further information and a ‘landed cost estimate’. We are not responsible for items confiscated or delayed by local Customs authorities.
For US customers, we do not collect sales or use tax in all states. Your purchase may be subject to sales or use tax, unless your state is exempt from taxation. Many states require a sales/use tax return filing at the end of the year for taxable purchases that were not taxed (including internet purchases) and payment of use tax on those purchases. For more details, please contact your local customs office/respective tax authority.
It is your responsibility to comply with all requirements imposed by the local Customs authority in relation to your order. This may include the provision of identification information in order to receive your order. Before placing an order, we recommend that you make yourself aware of local import duties or other requirements. We will not be liable or responsible if you breach any such laws.
Certain countries may also require other certification or information for your order to be delivered, which may delay your delivery (by approximately seven days on top of the destination’s standard delivery time). Please note: if we are unable to obtain the relevant documentation required for your delivery, we may need to cancel your order.
RETURNS
Online Returns and Cancellations
Please see our Returns Policy below for information on returns and exchanges.
Returns Process
We offer a full refund on any items returned to us within 14 days of the delivery date.
Order Cancellation
Once the products are returned to us, you will receive a full refund. You will be liable to arrange and cover the full cost of returning the order to us.
To exercise this right, please contact our team. Please ensure that you state clearly that you wish to cancel, providing your order number, your contact details and details of the products you wish to cancel.
Returns Policy
Unwanted products may be returned for a refund or exchange if they are returned unused and in their original condition. Please note: the removal of item tags or security tags will be taken as evidence of a product’s use by you; the product cannot be returned in these circumstances. Products bought online cannot be exchanged and may only be returned for a refund.
If through your handling the products have decreased in value, we may deduct the amount of such loss from the amount reimbursed to you. If you are returning your product by post, please include your personal details and the best way for us to get in touch with you; otherwise we will be unable to process your refund.
Refunds and exchanges on purchases made on an event day or with other promotional discount will be calculated at the reduced price. Where a complimentary gift has been issued with a purchase, the gift must also be returned.
If you believe your products are faulty, please contact our team.
This policy may be changed from time to time at our discretion.
PAYMENT METHODS
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Credit / Debit Cards
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FPS and PayMe (Hong Kong customers only)
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Bank transfer (Hong Kong or UK customers only)