Delivery & Returns

White Rooms Aesthetics Delivery and Returns Information

IMPORTANT - DELIVERY SERVICE ANNOUNCEMENT: During these unprecedented times, our courier partners have advised that there can be delays in all types of service. Please allow extra time for our delivery services including, standard UK delivery, express international delivery and standard international delivery during this time.

For further information, please contact our customer services team. Please appreciate that the entire White Rooms Aesthetics team are working hard and doing everything we can to ensure you receive your orders as quickly as possible.

Delivery Information

UK Delivery

All UK orders over £80 receive FREE delivery! Delivery for UK orders valued at less than £80 is charged at £3.99.

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

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 have specific delivery instructions, please contact courier once you have received tracking instructions to inform them.

We do not currently offer EU or Worldwide Delivery

Further Delivery Information

Orders placed on Saturdays / Sundays or Bank holidays will be dispatched on the following working day (subject to 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 10 working days for delivery.

White Rooms Aesthetics cannot accept responsibility where delays are caused by unforeseen circumstances, such as busy holiday periods. In these instances, the original shipping costs cannot be refunded.

If a parcel is deemed lost we will not be able to offer a replacement until 10 - 25 working days after the shipping date subject to customers emailing info@whiteroomsasethetics.com and completing a non-receipt form. If a parcel is lost, we are not able to offer a straight refund, we will however send out a replacement. Any goods not received within the above timescales must be reported to White Rooms Aesthetics in writing 25 working days from the date of dispatch.

In the instance where tracking information shows a parcel has been delivered and the customer claims it has not been received, White Rooms Aesthetics must be notified in writing within 5 working days from the couriers delivery date. Please note we cannot accept responsibility after this time frame due to courier regulations regarding the compensation for lost parcels.

Please ensure the delivery address provided at checkout is correct. We cannot be held responsible for failed deliveries whereby the address provided by the customer is not accurate. If a delivery fails due to a customer supplying an address incorrectly, we will not re-send or refund the order until the original parcel has been returned to our premises.

The products you order will be delivered to the delivery address you give when you placed your order, however, if you are a new customer placing an order for the first time we reserve the right to post only to the billing address provided should this differ from the delivery address.

Upon receipt of your order you may be asked to sign for the parcel received in good condition. If a parcel appears to be damaged in any way DO NOT accept the delivery and notify us immediately.

Returns Information

Please see our returns information below, should you need to return an item(s) for any reason.

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 opened.
  • The product has been used.
  • The product was ordered from our discounted section. Items listed here are not eligible to be returned for a refund or exchange.
  • The goods are non-returnable for hygiene reasons.

You can return an item if…

  • It has not been opened or used.
  • It is in perfect resalable condition.
  • It is returned to us within 14 days of receipt of the order.

To return an item(s), please email info@whiteroomsaesthetics.com stating the invoice number and product you wish to return and reason. We will confirm receipt of your request within 48hrs and process the return in line with our terms and conditions.

Please note: If you believe you have a product with a faulty pump, please contact us on 07837 065152 or info@whiteroomsaesthetics.com with "faulty pump" in the subject line before returning an item. In many cases it will just be an airlock in the bottle.

White Rooms Aesthetics Returns Department
14 Newbury Drive
Nottingham
NG161RB

Standard Returns Terms and Information

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 customer will be contacted and informed. The customer can then determine whether they would wish for us to dispose of the item(s) or whether they wish, at their own cost, to have the item(s) returned to them. No refund will be given for items returned that are not in a resalable condition.

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. We will not be liable for any packages that are not received by us.

If a pre-paid returns form has been issued, please ensure you keep a copy of this until your return has been processed. If proof of postage of a return is requested, please ensure all details are sent through including postage date and time.

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

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.

All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. White Rooms Aesthetics cannot be held responsible for any charges at the point of processing a refund. This is the responsibility of your bank or credit card processing company.

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 Products
  • Faulty Products
  • Reactions to Products
  • Refused / Undeliverable Packages

Please note, in order to investigate any claims of faulty or damaged products, we will require the product and related packaging to be returned to White Rooms Aesthetics. Unfortunately, we are unable to accept these claims without the relevant packaging as they must be returned and logged with the manufacturer.

Damages / Shortages / Incorrect Products

Please inspect goods fully on receipt. Any damages / shortages / incorrect products must be reported to White Rooms Aesthetics in writing at info@whiteroomsaesthetics.com within 24 hours from receipt of goods, with full details of the issue, along with photographs of all packaging and contents.

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

White Rooms Aesthetics 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 to White Rooms Aesthetics at info@whiteroomsaesthetics.com

Depending on the issue with the item, you may be required to complete a Product Query Form, and any item(s) deemed faulty might be sent back to the manufacturer for thorough testing.

If a return / refund / replacement / exchange is required due to a fault, White Rooms Aesthetics 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 to White Rooms Aesthetics at info@whiteroomsaesthetics.com stating reaction in the subject line.

Depending on the issue with the item, you may be required to complete a comprehensive Product Reaction Authorisation Form, and any item(s) in question might be sent back to the manufacturer for thorough testing. This form must be fully completed within 48 hours, including photographs of the reaction.

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

Refused / Undeliverable Packages

In the case of a parcel being returned to White Rooms Aesthetics due to an incorrect delivery address being provided or the customer not collecting from their postal office / depot, a re-delivery cost will be charged. The costs for this are as follows; £3.99 for UK delivery,.

If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost covered by White Rooms Aesthetics will not be refunded (as per the costs above) and a processing fee of £10 will be charged.

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What our customers have to say

What can I say truly amazing company, results and so friendly, highly recommend.Simone
I have had three treatments with Kim. She is really professional and I have had great results.Phillipa Walker
I have been having botox with Kim for two years now and am very satisfied with her work and results.Jane White.

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