Frequently Asked Questions

Professional Accounts & Verification

Products & Authenticity

Olune Aesthetic Supply supplies professional aesthetic, skincare and clinic products to appropriately trained practitioners, clinics and healthcare professionals. Certain products may only be available to customers who have completed our professional verification process.

A professional account is required to view practitioner pricing and purchase restricted professional products. It also allows us to verify your credentials, save your order history and make future ordering easier.

We may request your name, business or clinic details, professional role, training certificates, registration details or other evidence showing that you are appropriately qualified to purchase professional products.

We aim to review applications as quickly as possible during working days. Applications may take longer where additional documents or clarification are required.

Yes. We may refuse or restrict an account where we cannot verify the information provided or where the customer does not meet the purchasing requirements for certain products.

Yes. We source products from approved manufacturers, authorised distributors and trusted professional suppliers. Products are supplied in their original packaging with applicable batch and expiry information.

Olune Aesthetic Supply is not a pharmacy and does not supply prescription-only medicines unless this is clearly stated and legally permitted through an appropriate regulated process.

We can provide general product information, including ingredients, packaging and manufacturer guidance. The treating practitioner remains responsible for assessing the client, selecting an appropriate product and following the relevant clinical protocol.

Available information is displayed on individual product pages. Practitioners should also review the product packaging, instructions for use and manufacturer guidance before use.

Contact us at info@olune.co.uk with the product name and your question. We will provide available product information or refer the enquiry to the relevant supplier where necessary.

Ordering & Payment

Delivery

Create or sign in to your professional account, add the required products to your basket and complete checkout. Some products may not be available until your professional account has been approved.

Practitioner pricing may only be visible to signed-in and verified professional customers. Please create an account or sign in to view available prices.

Available payment methods are displayed during checkout. Payment must be authorised before an order can be processed.

Contact us as soon as possible after placing the order. We cannot guarantee changes or cancellations once an order has entered processing or has been dispatched.

Trade or volume pricing may be available for clinics and practitioners placing regular or larger orders. Contact us with the products and estimated quantities you require.

Orders are normally processed as quickly as possible during working days. Processing may depend on product availability, payment confirmation and completion of professional verification.

Estimated delivery times and available services are shown during checkout. Delivery times are estimates and may be affected by courier delays, weekends, bank holidays or address issues.

Where tracking is available, you will receive a dispatch confirmation containing the relevant delivery or tracking information.

Check the tracking information first. If the parcel is delayed beyond the expected delivery period, contact us with your order number so that we can investigate.

Contact us as soon as possible and provide your order number, photographs of the outer packaging and photographs of the affected product. Keep all packaging until our team has reviewed the issue.

Storage & Product Handling

Returns & Refunds

Storage requirements vary between products. Always follow the conditions stated on the packaging, product instructions or manufacturer guidance. Some products may require controlled temperatures or refrigeration.

Inspect the parcel promptly and store the product according to the manufacturer’s instructions. Contact us immediately if you believe the parcel arrived damaged or outside the expected delivery conditions.

No. Products should not be used after the expiry date shown on the packaging.

Do not use the product. Keep the product and packaging and contact us immediately with photographs and your order number.

Eligible unopened and unused products may be returned in accordance with our Delivery & Returns Policy. Some products cannot be returned after dispatch due to hygiene, safety, sterility or temperature-control requirements.

Temperature-sensitive products are normally non-returnable unless they are faulty, damaged or incorrectly supplied. This is because we cannot confirm that the required storage conditions were maintained after delivery.

Contact us immediately with your order number and photographs of the product received. Do not open or use the item while the issue is being reviewed.

Approved refunds are processed after the returned item has been received and inspected. The time taken for the refund to appear depends on your payment provider.

Please review our Delivery & Returns Policy before placing an order or requesting a return.

Contact & Support

Email us at info@olune.co.uk or use the contact form on our website. Include your order number when contacting us about an existing order.

Please provide your full name, order number, the product concerned and a clear description of the issue. Photographs may be required for damaged or incorrect products.

Olune Aesthetic Supply is operated by Olune Ltd from 24 Brigg Drive, Hessle, HU13 9HQ, United Kingdom.

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