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 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.
ORDERS TO THE REPUBLIC OF IRELAND and other EU Countries:
Delivery is via Royal Mail’s International Registered Post and a signature may be required upon delivery. The delivery cost is £6.00. VAT is charged on all deliveries.
Note that from 2021 you may be charged fees by your postal service on delivery.
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 of parcels by Royal Mail First Class.
(For clients in The Republic of Ireland one is charged for International Registered Post)
However, Our Fasttrack Priority Service is offered for people in very urgent need of their order and can be selected at checkout.
Your order is Priority Picked and Dispatched with Next Day Delivery by 1pm for orders made before 11am the previous day (Friday orders by 11am are delivered on the following Monday excluding Bank Holidays).
If in the unlikely event we are unable to meet this delivery target we will notify you and provide you with alternative options.
TERMS AND CONDITIONS:
For our full terms and conditions click here.