terms & conditions 

How long will my order take to arrive?

Express Delivery (£5.95) or free on orders over £70
Delivery within 1-2 working days 

Standard Delivery (£3.95) or free with orders over £50 

Delivery within 3-5 working days.​

Returns Policy

We want you to enjoy our products, but if you are not satisfied with your purchase, you can return any item within 14 days of receipt, as long as it is unused and in its original packaging.

We are happy to either send you a refund via the same payment method which was used when you purchased your item, or exchange the item for a replacement. Unfortunately, we are unable to refund postage, but we will send any exchanges free of postage costs.

How do I return my parcel?

Please send us an email and we will respond with the address you need to send the parcel back to. Please let us know whether you are returning the item for a replacement or a refund. Unfortunately, we are currently unable to pay for your parcel to be returned to us, so this will need to be paid by you. We recommend using a "signed for" service to guarantee proof of delivery back to us. We will not refund any items lost in the post or not delivered back to us.

Please make sure your items are securely wrapped - it is your responsibility to ensure that items returned to us are suitable for re-sale.

What if my parcel/item arrives damaged?

This makes us very sad! However, it does happen.

 

We make every effort to ensure that your item is packaged well and arrives in tip top shape. However, sometimes in transit, these things do happen. If an item is damaged in transit, we will ask for photographic proof of the item to be emailed to info@innoscentslondon.com. Once we see the damage and assess the picture, we will send out a replacement. If the item is out of stock, a replacement of the same value and type will be issued (we will ask you for preferences) or a full refund processed.

What if the item is faulty?

If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for an exchange or refund. Make sure you let us know about the fault in advance of sending the items back, we may be able to help before you return it. We will refund any postage paid on a faulty item.

If a fault develops outside of the 30 day return period, or you are unable to return the item, contact us on 07799909578  (Monday - Friday 9am to 5pm) or by email at info@innoscentslondon.com before you return the item so we can discuss the fault with you. Please take extra care to read any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product instructions have not been followed and the damage caused to the product is clearly due to misuse.

I have received the wrong order what should I do?

Oops! Please accept our apologies and contact us by email: info@innoscentslondon.com or phone us on 07799909578 (Monday - Friday 9am to 5pm). We'll refund the cost of sending the order back to us, and we will re-post the correct order out to you. We strongly recommend that you obtain proof of postage for any returned item as any returns lost in transit will not be refunded or exchanged. Once we receive the incorrect order back, we'll then dispatch the correct order to you.

Can I return an item I received as a gift?

An item that was originally bought from us and received as a gift can be returned for an exchange, although we will need the order number or email address from the initial order. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit/debit card or PayPal address on which the gift was purchased.

How long will it take to deal with my return?

Once we have received your parcel, it can take us up to 5 days to fulfil your request. 

Please remember that it can take three to four working days after we have processed a refund payment, for it to appear on your credit card statement.