1. Home
  2. Customer Service
  3. Delivery & Returns

Delivery & Returns

9. DELIVERY (from Conditions of Sale)

9.1 Orders are prepared by the logistics centre located at L’Oréal (UK) Limited, Unit 2, Fraser Place, Trafford Park, Manchester, M17 1ED, United Kingdom and then dispatched by the carrier nominated by SKINCEUTICALS (DPD). The estimated delivery time will be included in the Order Acknowledgement and Dispatch Confirmation sent to you. The estimated delivery times set out in the table below are from the date on which you place your order with us. Please note that the delivery time quoted is an estimate only.

Estimated Delivery

Delivery Option*** Estimated Delivery Time

Standard Delivery 3-5 working days*

* If order is placed before 11am on a working day. If order is placed after 11am or on any non-working day then estimated delivery will be on the second working day.

*** Delivery costs will be displayed on the checkout page of the Website.

† Please note that for delivery to Northern Ireland, Scottish Highlands, islands, Aberdeen and other rural areas an extra working day needs to be taken into account of for these delivery options.

 

9.2. The Products ordered by you will be delivered to the delivery address stated by you when completing your order on our Website and you will need to sign for the delivery (regardless of the Delivery Method selected). You undertake to supply the exact delivery address when placing your order for the Products, which can be different to the billing address you provide.

9.3. If no one is available at your address to take delivery, we will leave you a note to advise that the Products have either been left with a neighbour who has signed for the delivery or to advise that the Products have been returned to our premises. In the latter case, to rearrange delivery please contact our SKINCEUTICALS Customer Care Department by email at ukconsumeradvice@loreal.com or by telephone on 0800 028 2331 (Monday to Friday 9am to 5pm).

9.4. Delivery of an order shall be completed when we deliver the Products to the address you give to us when completing your order on our Website and the Products will be your responsibility from that time.

9.5. You own the Products once we have received payment in full, including all applicable delivery charges.

9.6. Delivery problems:

SKINCEUTICALS will not be liable or responsible if your delivery is affected by an Event Outside Our Control (see Clause 13) including in the event of overly long delivery time caused by the transportation services, and in the event of the loss of the Products ordered. If a delivery is late, you must inform our SKINCEUTICALS Customer Care Department as soon as possible, by email sent to ukconsumeradvice@loreal.com or by telephone on 0800 028 2331 (Monday to Friday 9am to 5pm). SKINCEUTICALS shall then contact its chosen carrier in order to initiate an enquiry. Enquiries may take some time.

Orders should in any event be delivered at the latest thirty (30) days after the date on which you receive a Dispatch Confirmation email from us.

9.7. Upon receipt of the Products ordered, you must check that the Products are as per your order completed on our Website. Any delivery anomalies (missing or broken Products, parcel damaged, etc.) must be noted by you on the delivery note including the returns form presented to you when the parcel is delivered and must imperatively be notified to our SKINCEUTICALS Customer Care Department, by email sent to ukconsumeradvice@loreal.com or by telephone on 0800 028 2331 (Monday to Friday 9am to 5pm) specifying which product does not match the order.

9.8. If we miss the Estimated Delivery Time for any Product(s) then you may cancel your order immediately if any of the following apply:

a) we have refused to deliver the Product(s); or

b) delivery within the Estimated Delivery Time was essential (taking into account all the relevant circumstances) and you specifically communicated this to us before we accepted your order.

9.9. If we miss the Estimated Delivery Time for any Products and you do not wish to cancel your order immediately, or do not have the right to do so under Clause 9.8, you can give us a new time for delivery, which must be reasonable, and you can cancel your order if we do not meet the new time.

9.10. If you do choose to cancel your order for late delivery under Clause 9.8 or 9.9, you can do so for just some of the Products or all of them, unless splitting them up would significantly reduce their value. If the Products have been delivered to you, you will have to return them to us, and we will pay the reasonable costs of this subject to inclusion of an applicable returns delivery receipt. After you cancel your order we will refund any sums you have paid to us for the cancelled Products and their delivery.

9.11. Last orders for Christmas:

Ordering for Christmas? Please see our Website for last order dates for delivery before 25th December.

 

RETURNS & EXCHANGES

In light of the current circumstances, we have extended our returns policy from 28 days to 100 days until further notice. This applies to all purchases made on our website.

If you wish to return your purchase for any reason, please contact us using our online Contact Us Form, stating your order number, reasons for return and the date the order was returned. Please note that because of the Covid-19 pandemic, there may be delay in processing returns.

All other terms and conditions related to returns and refunds applies.

 

You can give notice of cancellation for products ordered on www.skinceuticals.co.uk from the date of receiving the ordered goods until 14 days after the day on which you receive your products.

 

You may cancel by contacting our Customer Care Department by telephone on 0800 028 2331 or via email to ukconsumeradvice@loreal.com.

 

Our customer care team will provide you with a free DPD return to store label to return your products.

 

If the DPD return to store service is not available in your area our customer care team will provide a returns address and we request that you return products to us to Returns Department,  L’Oréal UK Ltd, Unit 2, Fraser Place, Trafford Park, Manchester, M17 1ED  via the Post Office ‘Royal Mail Signed For’ delivery method. We will pay the reasonable delivery costs you incur in returning the product to us provided that you include a returns proof of postage receipt when returning the product.

 

We will email you to confirm we have received your cancellation. You may also contact our Customer Care Department by telephone on 0800 028 2331.

 

Your right of cancellation does not apply in the case of a contract for the supply of sealed goods which are not suitable for return due to health protection and hygiene reasons, if they become unsealed after delivery. Certain products are cellophane wrapped and/or contain a seal to be removed before use and fall within the category of ‘sealed goods’.

 

If the product(s) received are not those you have ordered or of they have been damaged or are faulty, then return such product(s) in their original form and packaging. In this case, if the non-compliant nature of the product is confirmed by us, we will refund the price of the product in full and where the full order is returned will refund any delivery costs you have paid, although as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer.  For example, if we offer standard delivery of a Product within a certain timeframe at one cost but you select express delivery of a Product within a shorter timeframe at a higher cost, then we will only refund what you would have paid if you had selected the cheapest delivery method we offer. For the avoidance of doubt, if the Standard Delivery method we offer is free then you will not be refunded any delivery costs even if you opted for another delivery method which was not free.

 

Note that only in these specified circumstances (faulty, damaged, non-compliant product) will we pay any reasonable delivery costs you incur in returning the product to us (where the DPD return to store service is not available) provided that you include a returns proof of postage receipt when returning the product. We request that you return such products to us via the Post Office ‘Royal Mail Signed For’ delivery method.

 

It is not possible to exchange or obtain reimbursement for any products ordered from this website at pharmacies or retailers. It is also not possible to exchange or obtain reimbursement for any products ordered from another online store.

Orientation message
For the best experience, please turn your device