Shipping Policy

Pure Derma Ltd ("we" and "us") is the operator of Pure Derma and trading as Pure Derma London ("Website").

By placing an order through this website, you will be agreeing to our terms of service (term and conditions) and the terms below. 

These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1.Shipping Options and Shipping Costs

• We offer FREE Royal Mail Standard Tracked delivery throughout the United Kingdom for our customers for purchases over £20. For orders of £20 or less a Standard Tracked Delivery charge of £2.95 is applied at checkout.  We use Royal Mail tracked for all UK orders.
• We offer FREE Royal Mail Next Day Tracked delivery throughout the United Kingdom for our customers for purchases over £200. For orders of £200 or less were Next Day Tracked delivery is required, a Next Day Tracked delivery charge of £4.95 is charged at checkout. We use Royal Mail tracked for all UK orders.

• We offer free DHL Worldwide Express, delivered duty paid (DDP) for all international orders. 

2.Delivery Terms

2.1.1 Shipping, Processing & Delivery Time for UK orders

• UK Standard Tracked delivery - Royal Mail Standard Tracked delivery service aim is 2-3 business days after dispatch.  During peak periods some delivery services may be longer.
• UK Next Day Tracked Delivery - Royal Mail Next Day Tracked delivery service aim is next working day from date of order for orders placed before 4pm (Mon - Fri). During peak periods some delivery services may be longer.

2.1.2 Shipping, Processing & Delivery Time for International orders

Express International Tracked Shipping  - DHL Worldwide Express shipping generally takes generally, takes 2-3 business days after dispatch.

2.2 Dispatch Time

• Orders before 4pm Monday - Friday and orders before 11am on Saturday, excluding national holidays, are usually packed and dispatched same day, following receipt of payment of the order. Orders after 4pm Monday - Friday are dispatched the following day. Orders after 11am on Saturday are dispatched the following working day.
• Our warehouse operates on Monday - Saturday during standard business hours (8am - 9pm) and Sunday (8am - 8pm), except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

2.3 Change Of Delivery Address

• For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

2.4 P.O. Box Shipping

• We will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations. 

2.5 Items Out Of Stock

• If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.

2.6 Delivery Time Exceeded

• If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

3.Tracking Notifications

• Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. 
• Note: to receive tracking updates a customer needs to ensure either an email address or mobile number is listed at the time of ordering.

4.Parcels Damaged In Transit, Lost or Stolen

4.1 Parcel damaged in transit - if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.

4.1.1 Process for parcel damaged in transit

• We will process a refund or replacement as soon as the courier has completed their investigation into the claim or as soon as the courier has confirmed that the item was damaged in transit.

4.2 Parcel lost in transit - please inform us if you parcel has not been delivered within 10 days of order. If we find that your parcel has not been delivered within 10 days of dispatch, we will contact you to inform you that your parcel may have been lost.

4.2.2 Process for parcel lost in transit

• We will process a refund or replacement as soon as the courier has completed their investigation into the claim or as soon as the courier confirms that parcel has been lost.

4.3. Parcel stolen from after delivery to a safe place - if your parcel was stolen form a designated safe place then please note that the responsibility for the loss falls with the customer receiving the parcel.

We cannot not refund or replace items / orders that have been stolen when delivered to a customer's designated safe place.

Important: If a parcel was stolen from a customers designated safe place then this falls with the responsibility of the customer and cannot be claimed for as the parcel / order is classified as delivered (also listed on Royal Mail's terms and conditions of service / claims).

If a parcel was stolen from a safe that was designated by the customer, then contact our customer services.

5.Duties & Taxes

5.1 Sales Tax

5.1.1 For UK orders - Sales tax if applicable, has already been applied to the price of the goods as displayed on the website.

5.1.2 For all International orders - our products are delivered duty paid (DDP).

• This means that the seller has paid all sales tax and duty, were applicable.
• Were applicable, we do not charge VAT on International Orders.
• The duty calculation is normally handled by the parcel shipping company and is included in the product international selling price.
• Pure Derma Ltd does not pay or refund any additional charges above those required as listed as included as part of the DDP service provided by DHL.

6.Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our Returns, Refunds and Warranty Policy.

7.Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

8.Customer service

For all customer service inquiries, please email us at help@purederma.co.uk