Refund policy
Online Returns
Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Returns by post must be notified within 14 days of receiving your item and returned within 30 days from the date of purchase.
To be eligible for a return, the item must be unused and unopened and in the same condition that you received it. It must also be in the original packaging with all seals intact. You cannot cancel your order or demand a refund once you have opened the product containers or packaging, or if you have used the product.
Gift cards are non-returnable.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, debit card, PayPal account or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@curelondon.com.
Order cancellations
You may cancel your order by contacting our customer services department on 01923 824 853 within 12 hours of placing the order.
If you cancel your order after we have dispatched the products, you must return the products in accordance with the returns policies above, unopened and in their complete packaging, to our store (see contact us).
Wrong item received
If you have received the wrong item by mistake, we will aim to resolve this for you as quickly as possible.
Please contact us as soon as you receive the wrong item and we will arrange for the wrong items to be sent back to us and a replacement/correct item to be sent back to you.
To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.
Missing item
Sometimes, items may have been accidentally missed out of the order or may have been out of stock in our store.
If you do not receive a notification that remaining items are to follow in a subsequent delivery, contact us within 7 working days of receipt to report your missing item. We will investigate the matter and resolve the problem.
If you do not receive your delivery within 10 working days, contact our customer service team to raise an investigation with Royal Mail. If you notify us after 10 working days, it may be difficult for Royal Mail to obtain any information as their data is destroyed after a certain amount of time. Deliveries should not take longer than 4 working days following dispatch confirmation. Please contact us as soon as possible to ensure a timely resolution.
Damaged or faulty items
If the item you have received was damaged during delivery to you, we may need you to fill in a Lost Parcel or Damaged Items declaration form.
For faulty items, please contact our Customer Service department on support@curelondon.com or 01923 824 853 and we will advise you on the next steps to receive a refund or replacement product.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@curelondon.com and send your item to: 80 Joel Street, Northwood Hills, HA61LL, United Kingdom.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: 80 Joel Street, Northwood Hills, HA61LL, United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We do not guarantee that we will receive your returned item. In addition, we do not take any responsibility for items lost or damaged when being returned to us. To avoid problems, ensure you pack the items securely, keep a proof of postage receipt from the post office or send the items back to us via a tracked/recorded service which insures the value of the goods.
Store returns
For any undamaged item, simply return it along with the original receipt within 28 days of the date you receive the product. We will either exchange it or offer a refund based upon a credit note, which can be used to purchase products in our store.
Opened items cannot be returned.
Refunds and credit notes will only be given where proof of purchase (receipt, credit card statement, etc) is provided. To qualify for a refund or replacement, products need to be complete with all components and original packaging.