FASTTRACK FULLY TRACKED SERVICE:
With fast and efficient dispatch of your orders being a key priority for us, most clients select our FREE standard delivery service of Daily Dispatch (Monday to Friday excluding Bank Holidays) of parcels by Royal Mail First Class.
However, Our Fasttrack Fully Tracked Priority Service by Royal Mail (or by DHL if circumstances dictate) is offered for people in very urgent need of their order or want complete piece of mind with full tracking. This option for £6 can be selected at checkout.
Your Fasttrack order is Priority Picked and Dispatched with Next Day Delivery by 1pm for orders made before 1pm the previous day (Friday orders by Midday are now delivered on the Saturday).
Fasttrack orders placed at the weekend are delivered on the Tuesday except in the case of Monday being a Bank Holiday, in which case delivery will be on the Wednesday.
If in the unlikely event we are unable to meet this delivery target we will notify you and provide you with alternative options.
(NOTE: If there is Royal Mail strike action we then send our Fasttrack service by DHL).
ORDERS LOST IN THE POST / NOT DELIVERED / ITEMS MISSING:
Please ensure when you order online or over the phone that you immediately check that the email confirmation from Serenity Beauty Ltd confirms the correct products ordered and the correct addressee and address. It is the customers responsibility to check order details.
If there is a discrepancy please email us immediately and also call 01202 946003 to advise us so we can try and correct before a dispatch. This though is not always possible.
If an order has already been dispatched we will of course try to help rectify the matter but we cannot accept responsibility for a clients error.
Please notify Serenity Beauty by email and telephone within 35 days of ordering if a parcel has not been received.
First check that the address on your Dispatch Email confirmation is correct, that no Delivery Card has been left by the Royal Mail or that the parcel has not been left in a safe place, with a neighbouring flat, house or business.
Unfortunately very occasionally an order is lost in the Postal system. In this case Serenity Beauty will need to claim on the Royal Mail insurance. In completing our claim form, we will provide the name and contact details of the intended recipient.
Before we send a replacement, we will require a formal signed letter from the client confirming non receipt. This letter may be sent to the Royal Mail as part of the claim procedure.
In the case of a client receiving their order but believing an item is missing they should immediately contact Serenity Beauty and send a photo of the envelope/box the products were sent in. We can tell from the weights logged whether a product was in the package when dispatched and picked up by the Royal Mail.
We will require a formal signed letter from the client confirming non receipt of a particular item. This letter may be sent to the Royal Mail as part of the claim procedure. The client will need to await the decision of the Royal Mail claim before Serenity Beauty will consider replacing an item.
ORDERS FROM THE CHANNEL ISLANDS:
We are happy to accept orders from the Channel Islands but regret that we do not provide VAT refunds since the administrative cost which would be passed on to the client to action this would exceed the refunded amount.
TERMS AND CONDITIONS:
For our full terms and conditions click here.