Delivery & Returns
Delivery and Returns
Which countries do you deliver to?
We currently deliver to countries within the UK. Shipping to the EU will resume in February 2021 once courier systems are full functioning again. In the UK, you can select from the following options at check out: *FREE standard service for UK customers for delivery in 3-5 working days, Monday to Saturday.
Delivery Costs & Times
Please note, due to new practices implemented by all couriers services to ensure employee safety during the pandemic, at times delivery may take longer than estimated. Since Brexit, we have temporarily stopped delivering to the EU. We hope to resume this service in future. Should you wish to ship your order outside of the UK, we recommend purchasing from cultbeauty.co.uk who are able to offer global delivery.
Delivery Costs & Times
|UK||Standard||My Hermes||FREE||3-5 working days||Delivery Monday to Saturday|
|Next Day||Service on hold temporarily|
|EU countries||Standard||Service on hold temporarily|
|Rest of World||Currently unavailable.|
What happens if the product I order is out of stock?
In the event you order an item that is out of stock, we will email you immediately. If you would like a full refund, we will be happy to offer one, including the price of shipping. If you would like to wait until an item is back in stock, your order will be prioritised when our next batch is produced, and we'll let you know as soon as it ships. Our Peri-Boost powder is currently out of stock due to a combination of greater customer demand than anticipated since Christmas, and a longer production time on our re-order as a result of Brexit. We expect to ship all pre-orders from May 4th as advertised.
What shall I do if I am unavailable at the time of my delivery?
* Our delivery partners will give you the option to approve for your parcel to be left in a safe place or with a neighbour. We do recommend that you take personal receipt of your order whenever possible, as we are unable to accept responsibility for lost or damaged deliveries when this has not been the case.
How can I change my delivery address?
Our priority is to deliver Boosts to our customers as soon as possible, which means we are unable to make any changes to orders after they have been placed. This includes changes to delivery address, the item ordered or payment methods. Therefore, please take care to ensure that your delivery address details are correct at the time of placing your order. * If you realise your address is incorrect, please get in touch with us to arrange cancellation of your order as soon as possible. Should your Boost have already been dispatched with our courier, we will arrange for this to be refunded to you as soon as your package has been returned to us. In the meantime, we recommend you re-place your order with the new delivery address.
Unfortunately we are unable to change your delivery address, redirect or recall your package whilst it is in transit.
When will I receive my order?
As soon as your order has been dispatched, you will be notified by email with a tracking link from My Hermes, so that you can monitor the progress of your delivery.
Most UK orders using the standard delivery service will be delivered within 3 working days, but some remoter areas may take up to 5.
Should you have any concerns on the whereabouts of your order, please contact email@example.com with your order number and we'll be happy to help. Should you have any concerns on the whereabouts of your order, please contact firstname.lastname@example.org with your order number and we'll be happy to help.
What is the cut off time for next day delivery?
In normal times, orders placed before 1pm will usually be dispatched the same day for next day delivery. If it is after 1pm they will be dispatched the following day. During the pandemic, we're seeing delays across all delivery options and have paused our express delivery service to avoid disappointment.
What is your Returns Policy
We are happy to accept returns on all unopened products that are returned to us in a re-saleable condition, within 14 days of reciept. To be eligible for a refund, you must return the product in the same condition as you recieved it - unopened, with all original packaging and seals intact. We recommend that pouches are returned in the box that they were delivered in, to provide adequate protection during transit back to us. We may not be able to refund your money if the returned pouch is damaged upon receipt, due to inadequate outer packaging. Please note, due to EU Hygiene Regulations we are unable to offer a refund, exchange or replacement on items returned to us in a non-saleable condition.
How do I cancel my order?
* Should you change your mind after placing your order, please notify us as soon as possible. If your Boost is already on it's way to you, you will need.
What shall I do if I have received a damaged or faulty order?
Please send a photograph of your order to us at email@example.com so that we can resolve the issue as quickly as possible. We will send you a replacement product or arrange a refund accordingly.
What if I receive the product and I don't like the taste?
We want to help you have the best experience of our products and love them as much as we do. But your tastebuds are as individual as you are. If you're having any issues with taste or flavour, please get in touch contact us at firstname.lastname@example.org so we can support you with suggestions to help you find the right recipe. We've got lots of tips and recommendations from our experts and MPowder community that we'd love to share with you.
Please note that we are unfortunately unable to accept returns on the basis of flavour.
How do I return my order?
1 Send an email to email@example.com with your order number and the reason for returning your pouch. We will reply with a returns note and address label for you to use on your return.
2 Please re-pack your unopened pouches into the box they were delivered in, together with any additional packing. Per our returns policy, it is important that your return is received by us in a resaleable condition, otherwise we will unfortunately not be able to honour your refund.
3 Include the returns note inside the parcel (this helps us to identify your order easily upon receipt and process your refund as quickly as possible) and securely attach the address label to provided to the outside of the box.
4 Return your order to us using your carrier of choice. We recommend using a service such as My Hermes and UPS who offer a trackable servie that is less costly than Royal Mail. Please always retain proof of postage / delivery.
5 We will confirm both receipt of your return and completion of your refund (excluding outbound delivery costs) by email.
How much will I be refunded?
* You will be refunded for the cost of your order, excluding costs of delivery.
How long will it take for my refund to be processed?
* We will process your refund as soon as we have recieved confirmation of reciept of your goods by our warehouse team. Please note that it can take up to 14 days for funds to be credited to your account.
Do I pay for the return postage?
Unless the Products are faulty or not as described, you will be responsible for the cost of returning the Products to us.
What should I expect if I request a refund on my order?
Once we have received your returned order you will receive an email from our team confirming your refund. Any qualified returns will receive refunds in the amount of the original product price less any applicable return label fees. The refund will be made to the original payment method used and can take up to 14 working days to go through. If your card has expired since your purchase please contact us on firstname.lastname@example.org to advise. Please note this may delay the refund process.