Our return policy is strictly 14 days for sealed, unused items.
FOR HYGIENE REASONS OUR TOOLS ARE STRICTLY NON RETURNABLE
To be eligible for our 14 return, the item must be unused and in the original sealed condition that you received it in. All items must remain in the original packaging and include all registration documents.
Please note due to hygiene many of our goods including balms are exempt from being returned unless they have a manufacturing defect* or are deemed faulty*.
Sale items are strictly non-returnable .
Additional non-returnable items:
- Gift cards
To complete a return, we kindly ask that you contact us before posting your return. All returns must be sent at your own cost (unless faulty) we recommend that you send the item back as a tracked service as we hold no responsibility until it reaches us.
We also may require proof of purchase and warranty documents.
When you purchase a pre-order item/s, these will be sent within 2- 4 weeks of the order being placed, this is due to the extremely high demand for our tools. We manufacture the tools in batches and as each batch arrives they are allocated based on when the orders were placed. We have no queue jumps or priority services.
The date given when purchasing is only a guide and may be subject to change.
We sadly cannot give exact dates of arrival but can assure you are doing our utmost to get each item out. Where possible we will cover additional postage costs and send items out in separate batches to avoid any delays but please note international orders will not be sent until every item is ready to be dispatched.
Refunds (if applicable)
Once your return/exchange is received, we will send you an email to notify you that we have received your returned item. Shipping costs will not be refunded for any orders which have been dispatched.
Any refunds will be refunded to your credit/debit card or original method of payment within 5-7 working days.
Please note any charge fees will be deducted from the final refund balance. if you wish to discuss any refund claims you can do this by contacting firstname.lastname@example.org
Late or missing refunds
If you haven’t received a notification of refund within 2-5 working days please first check your junk mailbox and bank account again before contacting us.
We also advise you to contact your bank as it may be pending.
If you’ve done all of this and you still have not received your refund, please contact us at email@example.com
Delayed delivery/pre-order items
If you have purchased a 'pre-order' item it may take up to 12 weeks for delivery, please take into consideration that all of our tools are hand finished and this takes time, due to high demand we are unable to hold on to stock. As soon as the tools arrive at our dispatch HQ they are inspected, wrapped and sent out via Royal Mail 48 service unless you have paid for a priority postal service.
If you change your mind about wanting the item, we require notice as soon as possible of any cancellations of orders, once we have received an email confirmation we will issue you with a full refund and will cancel the order.
Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded or exchanged unless faulty.
If you need to exchange any defective/faulty item, please send us an email in the first instance to firstname.lastname@example.org where we will arrange for a replacement to be sent out and the faulty item to be returned to us.
We do not cover return postage outside of the UK.
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 credit to your account will be made.
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/she will be made aware of the return.
We use two services to send out orders; Royal Mail 24 and Royal Mail 48, both services are tracked and barcoded services and should arrive with your normal postman/woman.
Royal Mail Tracked 24 - your item should arrive with you within 24 hours of us dispatching it from our HQ - This service is not a guaranteed service.
Royal Mail Tracked 48 - your item should arrive with you within 48 hours of us dispatching it from our HQ. - This service is not a guaranteed service.
Please note once the item has been marked as 'DELIVERED' and is showing to have been delivered to the account address by the shipping provider we sadly cannot hold any responsibility for the parcel. We request contacting the service provider for further investigations to be made.
Please ensure your address is correct as we will not be held responsible for any lost parcels due to incorrect information or third-party company details being given.
If the courier leaves your parcel in a 'safe place', with a neighbour or with a third party postal service by your request we hold no responsibility if it is lost or misplaced.
When returning any items we recommend you use a trackable shipping service or purchase shipping insurance. We sadly cannot be responsible for any returned items until they arrive with us at our HQ, this includes any SAE we send out.
Change of Address - All changes of addresses must be sent in writing at least 7 days prior to the dispatch of the order. We cannot guarantee a change of address will be applied before the item is dispatched.
Any FREE confectionary sweets or edible consumables within our parcels are eaten at the recipient's own risk & MAY CONTAIN NUTS, GLUTEN, EGGS AND ALL OTHER ALLERGENS.
*Manufactering defects are premature breakages/fractures all warranty claims for fratures are independently checked prior to warranty claims being accepted.
*Tools deemed as faulty would ve defined by a tool that does not function as required. Faults must be raised within 7 days of receiving.