Delivery and returns policy
Ash Cosmetics Online Returns Policy & Procedure
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied or you otherwise wish to cancel your order, you may return any item in its original condition for a refund within 14 working days from delivery.
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.
If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within fourteen (14) days of receiving your returned goods.
Refunds will only be made against the original credit/debit/gift card used.
If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.
We will not provide a refund if goods have been used, due to the products being used for cosmetics for hygiene reasons these items cannot be sold on.
The Returns Process
Returning the Product
Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us within 14 working days of delivery to you or your notifying us of cancellation. Please ensure that the returned parcel is properly sealed.
However you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
Processing the Refund
If you have chosen a refund for your returned product, we will process the calculated refund within fourteen (14) days of receiving your returned goods provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days from delivery to you or your notifying us of cancellation. You will receive email notification of your refund from our Customer Service Team.
If you have requested an exchange or replacement on your Returns note, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.
Damaged / Faulty / Incorrect Items
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.
This policy is only applicable to purchases made online, and does not affect your rights under law as a consumer, which apply in addition.
Ash Cosmetics Delivery Policy
If any products you order are not in stock, rest assure that we are doing all we can to restock in the earliest time possible.
Delivery conditions apply from the date that we confirm we have posted your order successfully.
*Free Delivery on all orders over £50 is not valid if the cost of your order that exceeds £50 is made up of either of our products that are classed as Specialist Large Items.
*If purchasing either of our Specialist Large Items, the delivery option “UK Delivery (Salon Equipment)” must be selected at checkout or your order will not be processed.
Please note: We are unable to deliver to a PO box address as it will require a signature. Please contact us directly if you need an order delivered to a PO Box address to check options, please email firstname.lastname@example.org
Important Information Regarding Foreign Orders:
Any additional country regulations, extra charges, permissions, licenses etc. on importing products are the responsibility of the recipient.
Orders being posted outside of the EU will pass through customs and may be subject to duties & taxes which are decided by the receiving country’s customs- these charges are the sole responsibility of the recipient.
Packages may be stopped and opened by customs on entry to the receiving country, please allow extra time if this happens as it can hold up the delivery times.
We cannot be responsible for any customs restrictions, tariffs, or other regulations that may apply in countries outside the United Kingdom. If you have any questions, we encourage you to speak with your customs office, although we will ship any products you order to the address you provide.
The laws are different in every country, they change often, and we cannot keep up with them all. The responsibility is yours to check with your country’s customs office to see if your country allows the shipment of products you ordered (or wish to order) to your country.
We will do our part and follow the exact directions in your order. We will ship the products that you pick to the address that you provide. We will give you the best service and ship it very quick at the rates that we have agreed to on our site. If for whatever reason the package is seized by Customs Officials, we will not issue you a refund unless all products are returned to us in their original condition. Most orders make it through customs fine; however, most orders that are stopped are returned to us. Also, if the package is returned to us by Customs Officials, you are still responsible for any shipping charges. You pay actual shipping charges based on the weight of the package.
Any duties or taxes that may apply are your responsibility.
By ordering from our site you are stating that you agree to the above terms.
Signed For UK
We use the Royal Mail 1st class recorded (requires a signature on delivery) service for orders weighing up to 2000gms being posted within the UK. The aim to deliver the next working day but this is not a guaranteed service so you need to allow up to 21 working days after posting before contacting us.
On occasions we Parcelforce Express 48 service for orders weighing over 2000gms being posted within the UK, guaranteed by close of business (6pm) in two working days for most areas, this is extended to 2-4 working days for some very remote areas in the UK. Requires a signature on delivery.
Next Day Guaranteed UK
Please contact us if you require this service and we will let you know if this is possible and quote you the cost for this accordingly.
Standard Signed For Europe Zone 1&2
We use Royal Mail signed-for service for orders weighing up to 2000gms being posted to Europe, this service is tracked along the way and generally arrives faster than standard airmail. Aim to deliver from 2 working days for Western Europe & from 3 working days for Eastern Europe. This is not a guaranteed service so you need to allow up to 21 working days.
Standard Signed For Worldwide Zone 1&2
We use Royal Mail signed-for service for orders weighing up to 2000gms being posted to the rest of the world, this service is tracked along the way and generally arrives faster than standard airmail. Aim to deliver within 4-5 working days however this is not a guaranteed service so you need to allow up to 21 working days.
Ash Cosmetics Online, understand how important security is to you. When you place an order at Ash Cosmetics Online we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software. In order for encryption to take place, your browser must have the SSL protocol.