Please see our comprehensive returns information below, should you need to return an item(s) for any reason.
FAQ – Can I return an item?
We understand that on occasion you may need to return an item. Due to the nature of the products we sell, items cannot always be returned. Please see the below information on whether you can return an item (this does not effect your statutory rights).You cannot return an item if…The product has been opened The product has been used You can return an item if
It has not been opened or used It is in perfect resalable condition It is returned to us within 14 days of receipt of the order To return an item(s), please email our customer service team at m for a return form, complete it and return it with your invoice and goods to the following address. Any returns sent without the returns form cannot be accepted.
Please note: If you believe you have a product with a faulty pump, please contact us on 01223 311777 or Skin@salonatnumber5.co.uk
before returning an item. In many cases it will just be an airlock in the bottle, and we can explain how to release this and get the pump working as normal.
Returns Department Returns Terms and InformationIf a purchased product has been used or opened (hologram no longer intact, manufacturer / factory seal no longer in place or packaging damaged), then it will not be eligible for a return, refund or exchange.If an item(s) is returned to us and it has been used / opened / is not in a resalable condition or does not pass the UV light checking process, the item(s) will be returned to the customer without prior notice.Returns postage is at your own cost and risk. We would recommend that you return your items via a tracked delivery service.
Please clearly state on the returns form the reason for return and whether you require a refund or exchange. Please put a contact number on your returns form should you require an exchange.If a pre-paid returns form has been issued, please ensure you keep a copy of this until your return has been processed. If proof of postage of a return is requested, please ensure all details are sent through including postage date and time.
Any delivery charges paid for on an initial order are not eligible for a refund.Some goods are non-returnable for hygiene reasons.
Please note that this does not affect your statutory rights.Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back.
Refunds can only be made to the billing details provided when ordering.
We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item.