Delivery & Returns

Delivery information

Delivery services

Olune Aesthetics uses DPD Local for most UK deliveries. Alternative courier providers may be used depending on the product, delivery location, parcel size and service availability.

Most deliveries require a signature. Please ensure that an appropriate person is available to receive the parcel.

Order cut-off times

Orders placed before 3:30 pm Monday to Thursday will normally be dispatched using our next-working-day delivery service, subject to:

• Product availability
• Successful payment authorisation
• Completion of any required practitioner or account verification
• Courier availability
• Temperature-control requirements
• Bank holidays, severe weather and other circumstances outside our control

Orders placed after 3:30 pm may be processed on the following working day.

Orders placed between 3:30 pm on Thursday and 3:30 pm on Friday will normally be dispatched for delivery on the next available working day, unless an eligible Saturday delivery service has been selected.

Orders placed on weekends or bank holidays will be processed on the next working day.

Timed delivery services

Depending on your postcode, the following delivery upgrades may be available for an additional charge:

• Next working day before 10:30 am
• Next working day before 12:00 pm
• Saturday delivery

Timed services are subject to location and may not be available in Scotland, Northern Ireland, remote areas or offshore locations.

Delivery details

Customers are responsible for providing the correct delivery address, postcode, email address and mobile telephone number when placing an order.

We may be unable to change the delivery address once an order has been processed or dispatched.

If you change the delivery address or delivery instructions through the courier’s app, this may delay delivery. We cannot guarantee that the parcel will arrive on the original expected delivery date after a diversion has been requested.

Receiving and checking your order

Please inspect your parcel as soon as it arrives. Any visible damage, breakage, missing products, picking errors or incorrectly supplied items must be reported to us by email within 24 hours of delivery.

Please provide:

• Your order number
• The product name and quantity
• A description of the issue
• Clear photographs of the product
• Photographs of the internal and external packaging
• A photograph of the delivery label where requested

Please retain the product, delivery box and all protective packaging until we confirm that they are no longer required for inspection.

Missed deliveries

If nobody is available to receive the parcel, the courier may attempt delivery again, take the parcel to a collection point or return it to Olune Aesthetics.

If an order is returned because delivery could not be completed, an additional delivery fee may be charged before the order is dispatched again.

Cold-chain products returned following an unsuccessful delivery may no longer be suitable for resale or redelivery. We cannot normally offer a refund or replacement where delivery failed because nobody was available to receive the parcel.

Safe places, neighbours and parcel lockers

The courier may allow you to request that a parcel is left in a safe place, with a neighbour, in a lockbox or in a parcel locker.

A parcel delivered in accordance with delivery instructions provided by the customer may be treated as successfully delivered.

Parcels marked as delivered but not received

If the courier’s tracking states that your parcel has been delivered but you cannot locate it, please:

1. Check the courier’s delivery photograph and tracking details.
2. Check entrances, outbuildings and nominated safe places.
3. Ask household members, neighbours and building reception staff.
4. Contact Olune Aesthetics promptly if the parcel remains missing.

Where appropriate, we will open an investigation with the courier. Courier investigations may take up to seven working days.

We cannot normally issue a refund or replacement until the courier has completed its investigation.

Lost or stolen parcels

Missing-parcel claims will be reviewed individually and in line with the courier’s findings and applicable consumer law.

We may be unable to approve a refund or replacement where:

• An incorrect or incomplete delivery address was provided
• The parcel was delivered under customer-selected safe-place instructions
• The parcel was redirected by the customer
• The parcel was left with a neighbour or in a locker at the customer’s request
• The parcel was not collected within the courier’s stated collection period

Courier delays

Delivery dates and times are estimates unless expressly confirmed otherwise. Olune Aesthetics is not responsible for delivery delays caused by circumstances outside our reasonable control, including:

• Courier-network disruption
• Severe weather
• Road closures or transport disruption
• Incorrect delivery information
• Failed delivery attempts
• Public holidays
• Seasonal demand
• Security or regulatory checks

Delivery charges are not normally refunded solely because a delivery arrives later than the estimated delivery date.

Appointments and loss of income

Customers should not arrange appointments solely in reliance on an estimated delivery date. Please order products sufficiently in advance of any planned treatment.

To the extent permitted by law, Olune Aesthetics is not responsible for indirect losses, cancelled appointments, loss of income or loss of business resulting from a delayed or unsuccessful delivery.

Cold-chain and temperature-controlled products

Cold-chain and refrigerated products require specialist handling to protect product quality, safety and integrity.

Customers must:

• Be available to receive and sign for the delivery
• Open the parcel promptly after delivery
• Store the product immediately according to its labelled requirements
• Avoid redirecting the parcel to a neighbour, safe place or parcel locker
• Contact us immediately if the parcel is delayed, damaged or appears incorrectly stored

Olune Aesthetics cannot accept responsibility for a loss of product integrity caused by:

• Nobody being available to receive the parcel
• A customer-requested delivery diversion
• The parcel being left unattended at the customer’s request
• Failure to refrigerate the product promptly after delivery
• An incorrect or incomplete delivery address

Failed cold-chain delivery

Where delivery of a cold-chain order is unsuccessful, redelivery or collection should be arranged as soon as possible and, where instructed, within 72 hours of dispatch.

This does not guarantee that a product has remained within its required temperature range. Each case will be assessed according to the product, packaging, elapsed time and available temperature-control information.

Refunds or replacements cannot normally be provided where a cold-chain delivery failed because the customer was unavailable or changed the delivery instructions after dispatch.

Hot-weather deliveries

During periods of unusually high temperature, we may take additional precautions to protect temperature-sensitive products. These measures may include:

• Temporarily removing certain delivery options
• Delaying dispatch until safe transport can be arranged
• Using alternative insulated packaging or delivery services
• Sending refrigerated and non-refrigerated products separately
• Contacting you to arrange a more appropriate delivery date

Customers should order sufficiently in advance of appointments, weekends, bank holidays and forecast periods of hot weather.

Split deliveries

Orders containing both temperature-controlled and non-temperature-controlled items may be dispatched separately. You may therefore receive more than one parcel and more than one tracking notification.

Returns policy

For reasons of hygiene, product integrity, temperature control and patient safety, Olune Aesthetics can only normally accept a return where a product is:

• Faulty
• Incorrectly supplied
• Not fit for purpose

Once a professional aesthetic product has left our supply chain, we cannot confirm that it has been stored or handled in accordance with the manufacturer’s instructions. Returned products therefore cannot normally be placed back into sale.

Faulty, damaged or incorrect products

Faults, damage, breakages, picking errors and incorrectly supplied items must be reported by email within 24 hours of receiving the order.

Our Customer Service team will review the information provided and advise you of the next steps. Products must not be returned without prior authorisation.

Incorrect non-cold-chain products

An incorrectly supplied product that does not require refrigerated storage must be returned:

• Unopened and unused
• In its original and undamaged packaging
• Within five days of receiving the order
• Following authorisation from our Customer Service team

Cold-chain returns

Due to temperature-control and patient-safety requirements, cold-chain products cannot normally be returned.

A cold-chain return may only be considered where:

• There has been a courier-related temperature-control issue
• Olune Aesthetics supplied the incorrect product
• The product is confirmed as faulty or not fit for purpose

The issue must be reported within 24 hours of delivery. The product must remain unopened and continue to be stored according to the manufacturer’s instructions while the issue is reviewed.

Breakages

Damaged products, outer packaging and all protective materials must be retained. These may be needed for inspection by Olune Aesthetics or the courier.

Please do not dispose of any damaged item until we confirm that the investigation has been completed.

Return postage

Products must not be returned until you have received return instructions from us.

Unless the return results from a confirmed fault or an error made by Olune Aesthetics, the customer is responsible for the return-delivery cost. Original delivery charges and return-postage costs are normally non-refundable.

Where applicable, return-shipping charges may be deducted from an approved refund.

Refunds and replacements

All claims are reviewed individually. Once the product, photographs, packaging and supporting information have been assessed, we will confirm whether a refund, replacement or alternative resolution has been approved.

Approved refunds will normally be returned to the original payment method. Processing times may vary depending on your payment provider.

Nothing in this policy limits any statutory rights that cannot legally be excluded.