Delivery

DELIVERY

UK delivery charges include delivery to the Mainland of Great Britain and to Northern Ireland. All other postcodes in the British Isles will be charged at our international shipping rates.

We will endeavour to deliver Products to you as soon as possible. Orders are usually dispatched within 2 business days from the date of the order being placed. Please contact our Customer Service team (on customerservice@rhugwildbeauty.com) if your delivery has not been received within the dates notified to you in the dispatch confirmation.

We are not liable for events outside our control: in the event that we are unable to meet the delivery within the expected dates because of events outside of our control, we will be in touch to let you know a revised delivery date and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may exercise your rights to cancel this contact in accordance with these Terms. Where you elect to cancel the contract as a result of such delay, this does not affect your legal right to cancel under consumer legislation.

If you are not in when the Product is delivered: if the delivery service is unable to successfully deliver your order, a card will be left so that a re-delivery or collection from a local depot can be arranged. Deliveries can be made to a safe location at your property if requested in advance. We regret we cannot change the delivery address after the order has been placed.

If you need further assistance please e-mail customerservice@rhugwildbeauty.com or phone us on 01490 413000.

PROMOTIONAL DISCOUNTS

Discounts and promotional discount codes offered by Rhug Organic & Natural Limited are valid only for use as part of a purchase made through our website, unless otherwise stated. Such promotional discounts are not valid for use as part of a purchase of Rhug Organic & Natural Limited products at any of our retailers, or for telephone orders.

FAULTY PRODUCTS

Faulty products are considered faulty when damaged during shipment or where they do not conform to the requirements set out in ‘Your Rights’ section of these Terms, specifically where they are broken or damaged (‘not of satisfactory quality’), unusable (‘not fit for purpose’) or not what was advertised or do not meet the description.  When your order arrives please inspect it for any damage or defects and notify us promptly by email at customerservice@rhugwildbeauty.com if you believe there is a fault.

You have 30 days from when you received the Product to claim a full refund and up to six months for a replacement Product at no extra cost or a partial refund after the six month period. When possible, we will offer to replace faulty products free of charge to our customers. Please refer to the ‘Returns’ section for more information on how to return your faulty Product. Please visit the Citizens Advice Bureau website at www.adviceguide.org.uk for more detailed information about your rights as a customer.

PRICE AND PAYMENT

The price is displayed on this website and includes UK VAT where applicable. As you are purchasing from a UK website all orders delivered to UK addresses include VAT at the prevailing UK rate of 20%.

A separate postage charge may apply to Products and this will be displayed on the website prior to you confirming your order.

 
THE RETURNS PROCESS

To process the return please email customerservice@rhugwildbeauty.com and include your order number and the details of the product(s) you would like to return. A member of our Customer Service team will then issue you with a returns label via email to the email address attached to the original order, unless specified otherwise.  Returns without a label cannot be processed.

Please safely pack the Product/s to be returned in the original mail order box, unused and unopened with the seal intact, together with the original shipment document. Unfortunately, we cannot accept any return of Product/s where the seal has been broken, or the Product/s used, or damaged by you after receipt, and are not in a condition for resale.

Our Customer Service Team will arrange collection with you for a specific date and time (Collection from a safe place can also be arranged). Currently Covid restrictions are not permitting customers to drop items off at a depot but this will be an option as soon as restrictions are lifted.

Once the prepaid returns label arrives affix it to the box and the package will be collected, as arranged, by our courier company. We will notify you when we have received your returned products.

The returns label is for a specific collection and if that collection is missed another label will need to be issued. This does not apply to packages being dropped off at the depot.

POLICY ON INTERNATIONAL RETURNS

If you are an international customer and wish to return your purchase, you may do so in line with the Returns Process. However, we regret that we cannot reimburse postage costs for items returned from outside mainland UK.

EXCHANGE POLICY

Unfortunately, we do not offer exchanges on any items, however you can request a refund.  Please see Receiving a Refund.

WHAT IF THERE ARE PROBLEMS WITH YOUR ORDER?

If your order is incomplete or the Product(s) damaged, please contact our Customer Service team as soon as possible by email to customerservice@rhugwildbeauty.com.  For missing packages marked delivered to the address on the order, we require a minimum of 2 business days to file a claim with the carrier before sending a replacement. We are unable to assist with items that arrived broken, missing items, and missing packages outside of the 30-day return policy timeframe and without a photo of the broken items and/or package.

PRODUCT(S) PURCHASED THROUGH AN AUTHORISED RETAILER

If the Product(s) were not purchased directly through Rhug Organic & Natural Limited (website www.rhugwildbeauty.com), we are unfortunately not able to process a return.  However, if you have specific questions please email us at customerservice@rhugwildbeauty.com and we will do our utmost to assist.

RECEIVING A REFUND

Your refund will be credited to the original purchaser’s bank card.  Crediting refunds to this account should take no more than 14 working days from our receipt of the Product(s) or cancellation notification but may, in exceptional circumstances, take longer. All reimbursements of funds relating to returns will be processed through our Head Office. All Product(s) purchased during sale periods can be returned and refunded in accordance with these Terms.

We monitor return and refund activity and reserve the right to limit or refuse a return or charge a return processing fee if we find that our policies have been abused. 

WHAT HAPPENS TO REWARDS POINTS?

Where applicable, any Rewards points associated with returned items will be deducted from your points total and will no longer be available for redemption.

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