Is it safe to order online?
We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it.
Do I have to order online?
Ordering over the internet with Pure Skin Lab Ltd is the safest and most secure method of paying and therefore we only accept orders placed online.
Can I change my order?
Once your order has been placed, we usually start processing it immediately so it’s not currently possible for us to change it or cancel it prior to dispatch. Please, enter your details carefully at checkout to ensure all details are correct. If you wish to cancel your order, we will be happy to assist you return your order once you have received it.
Do you sell gift vouchers or gift wrapping service?
We offer gift vouchers for any denomination in £15, £25 & £50 or over from our Gift section. Simply enter the amount of vouchers you wish to purchase in the quantity box.
Can I add a message to my gift order?
This service is available during checkout. Simply select the option to add Gift at checkout and you will be able to enter your personalised message (up to 250 characters). Your recipient will receive your message in a hand-written card attached to your gift order
I forgot to use my Voucher or it did not work.
Unfortunately, we are unable to amend your order if a discount or gift voucher code was not originally applied at checkout. Only one Voucher Code is permitted per order and it must be entered correctly in the Voucher Code box provided at the checkout page. When a Voucher Code requires a minimum spend, the minimum spend excludes delivery fees, VAT, samples, testers and trial size products. If you are experiencing problems when trying to use a voucher code contact us before placing your order as we cannot apply a voucher code after an order has been placed.
Where is my order?
When your order is dispatched you should receive a confirmation email of dispatch. However, if you do not receive an email, it may have gone into the spam folder or may have been rejected by your security systems if our email was not added to your contacts.
We dispatch orders Monday through Friday. Orders are usually dispatched within 24 to 48 hours, though it can take longer in certain circumstances. Orders received on a non-working day will be dispatched the next working day. Note: Delivery to rural addresses may take an additional day or two.
If you place multiple orders within a short period of time, your orders may be consolidated. If your order is made up of multiple items, some items may be dispatched separately. If this does happen, you will only pay once and we will send you a confirmation e-mail to advise there is more than one parcel.
Please see our Delivery section for more information on how long it should take to receive your order.
You have not answered my query
It is our policy to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc…), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer service team within 2 working days, contact us again stating a secondary email address or a family member’s or trusted friend’s email address. Please include your name, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.