Dark and Lovely - Au Naturale Moisture Right Deep Nourishing Mask - 250ml

This is our Returns & Refund Policy, we hope it is pretty clear but if you have any questions please contact us here or call our freephone number (free for landlines only, mobiles will be charged) 0207 701 2444.

FAQ – Can I return an item?

We understand that on occasion you may need to return an item. Due to the nature of the products we sell, items cannot always be returned. Please see the below information on whether you can return an item (this does not effect your statutory rights).

You cannot return an item if…The product has been openedThe product has been used.

You can return an item if…It has not been opened or usedIt is in perfect resalable conditionIt is returned to us within 14 days of receipt of the order

Please note: If you believe you have a product with a fault, please contact us on 0207 701 2444 or makariuk@hotmail.com before returning an item. In many cases it will just be an airlock in the bottle, and we can explain how to release this and get the pump working as normal.

To return an item(s), please include your order number, full name, and shipping address on a piece of paper inside and ship to the address below:

Returns Product At:
255 Walworth Road,
London
SE17 1RL

Standard Returns Terms and Information

The below information is extracted from our standard terms and conditions, which customers agree to when placing an order:

If a purchased product has been used or opened (hologram no longer intact, manufacturer / factory seal no longer in place or packaging damaged), then it will not be eligible for a return, refund or exchange.

If an item(s) is returned to us and it has been used / opened / is not in a resalable condition or does not pass the UV light checking process, the item(s) will be returned to the customer without prior notice.

Returns postage is at your own cost and risk. We would recommend that you return your items via a tracked delivery service. Please clearly state on the returns form the reason for return and whether you require a refund or exchange. Please put a contact number on your returns form should you require an exchange.

Any delivery charges paid for on an initial order are not eligible for a refund.

Some goods are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.

Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back.

Refunds can only be made to the billing details provided when ordering.

We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item.

If you exercise your right of cancellation after 14 days of receipt of the order, any returned goods must be in perfect resalable condition (inner and outer packaging fully intact) and are subject to a 25% re-stocking charge.

Items ordered from our Outlet section are not eligible to be returned for a refund or exchange.

Further Returns Information

It may be that you need to return an item for another reason other than listed above. This section provides more information on returns for the following:

Damages / Shortages / Incorrect ProductsFaulty ProductsReactions to ProductsRefused / Undeliverable PackagesDamages / Shortages / Incorrect Products

Please inspect goods fully on receipt. Any damages / shortages / incorrect products must be reported in writing at makariuk@hotmail.com within 24 hours from receipt of goods, with full details of the issue.

If a return / refund / replacement / exchange is required, TJ Beauty Products will provide full details on this process during email correspondence. This process may involve you completing a Non Receipt of Goods Declaration Form.

TJ Beauty Products cannot accept responsibility for damages / shortages / incorrect products reported after the stated 24 hour period.

Faulty Products

If you feel that an item you have receive is faulty, please report this immediately in writing with detailed information on the issue at makariuk@hotmail.com.

If a return / refund / replacement / exchange is required due to a fault, TJ Beauty Products will provide full details on this process during email correspondence.

Reactions to Products

Please note: It is the customer’s responsibility to patch test any product prior to use. Always check compatibility of any purchased products with other material facts that can affect results described.

If you have followed the above process but feel that you have had a reaction to a product, please immediately report this in writing with photographs to makariuk@hotmail.com.

If a return / refund / replacement / exchange is required due to a reaction, TJ Beauty Products will provide full details on what to do during email correspondence.

Refused / Undeliverable Packages

In the case of a parcel being returned to TJ Beauty Products due to an incorrect delivery address being provided or the customer not collecting from their postal office / depot, a re-delivery cost of £4.99 will be charged to re-send the parcel.

If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost covered by TJ Beauty Products will not be refunded.

This is our Delivery Policy, we hope it is pretty clear but if you have any questions please contact us by email or call our freephone number (free for landlines only, mobiles will be charged) 0207 701 2444.

Delivery in UK

UK deliveries are dispatched by Royal Mail – typically delivery can be expected within 2 to 5 working days of placing an order.

Please note: For your peace of mind, all parcels are sent on a fully tracked service. To enable our designated couriers to successfully deliver your parcel a signature on delivery may be required. If you are not available to sign for your goods please specify an alternative delivery address (e.g. work) or specify delivery instructions (e.g. leave with neighbour) during the checkout process.

General Delivery Information

Orders placed on Saturdays / Sundays or Bank holidays will be dispatched on the following working day (subject to stock availability).

During the Christmas and New Year period it might take longer to dispatch your order (up to 7 working days).

In the event of delivery not being possible within 14 days (UK) of receiving the order, we will undertake to keep you informed of any changes and give you the option to cancel the order and receive full refund of monies paid.

If an item is out of stock we will aim to contact you within 5 working days of your order being placed. We may offer alternative items or inform you of the date that we expect the missing item(s) to be back in stock.

The majority of orders will arrive within the delivery times stated above, however, please allow at least 15 working days for delivery before contacting us, as we are unable to investigate with couriers until this time has passed.