Refund policy

Thank you for shopping at Sheffield Skincare Company. We ensure our products are to the highest of standards and we will do everything we can to make sure you have a positive experience with us. If you’re not happy with your purchase, we’re more than happy to help you.

General Returns

Any damages or discrepancies must be addressed within 7 days or receiving your items. You have 30 days to return an item from the date that you purchase it. To be eligible for a return here at Sheffield Skincare, the product that you purchased must be unused, still in its original packaging, and in the same condition as when you purchased it. If you have used the product and there is a problem or a fault with your product, The team will inspect the product and get back to you on a decision on a refund. We are only able to refund those items that are purchased from our online store. If you have purchased from another of our stockists you will need to return the item to where you bought it.

Returning your items to us using our returns portal

You can use our returns portal when returning items which can be found here please log in with your registered email and input the 6 digit code we send to you.

Returning full product(s)

  • If you are returning full product(s) to us. Please ensure you wrap the product(s) as they arrived.
  • ensure returns are unused (unless there is a problem with your product)
  • Returns must be in a strong box, we recommend you use the box they arrived in.
  • If you use you own box please ensure that it is no bigger than 45cm/35cm/16cm L/W/D
  • Please ensure each item is wrapped safely, either use the packaging your item came in or wrap in paper to ensure the packaging is kept snug and safe
  • Please do not use a parcel bag or jiffy bag as this will lead to damaged returns
  • We will then send you a shipping label to attach to your box, if you don’t have access to a printer simply take the label on your phone and the post office will scan the QR code and print your label for you

Condition of Returns

  • All returned items must be securely packaged to prevent damage or loss in transit.

  • We cannot accept responsibility for items that are missing due to poor or insufficient packaging by the sender.

Proof of Return

  • Customers must obtain proof of postage that clearly shows the parcel weight at the time of sending. With out this we will not be able to refund you

  • We may request this information in the event of a missing item or damaged return.

  • We may ask for a photo of the item as you sent it so please have this available.

Tampered/Incomplete Returns

  • If a return parcel arrives resealed, poorly taped, or with missing items, we reserve the right to investigate before issuing a refund. Please note Royal mail does record any damaged items in transit and will place Royal mail logo tape to the parcel and add a sticker to say it was damaged in transit. 

  • Refunds will only be processed once the returned items are confirmed to be in their original condition and complete.

Refunds

Incomplete, missing, or tampered returns may not be eligible for a full refund.

Returning you empties

If you are returning empties, please gather a few items together before posting, posting grouped items means less journeys and less Co2 emissions. Please keep your pump tops and spray tops so next time you only need to purchase our capped items with out a pump or spray.

Items we don't accept back

  1. soap boxes (all recyclable, paper and card can go in to your paper bin
  2. biodegradable bags for truffles and bath melts (these can go in to your normal bin or compost they will degrade with in 10 weeks
  3. biodegradable refill pouches (these again can go in to normal waste or your compost bin and will degrade within 10 weeks)
  4. cardboard lotion stick tubes (made of card with paper label so place in paper bin)

Please login to the returns hub here Select any item on the list to start a return (even if its not the item being returned) follow the instructions and we will do the rest.

Please note when you book a return the label will expire in 7 days so please only book when you are ready to take your items to the post office.

  • Please ensure that you have given you items a wash (hang on to your pump and spray tops)
  • Select any item you have previously purchased from the list 
  • Returns must be in a strong box, we recommend you use the box they arrived in.
  • If you use you own box please ensure that it is no bigger than 45cm/35cm/16cm L/W/D and no heavier than 2kg
  • Please ensure each item is wrapped safely, either use the packaging your item came in or wrap in paper to ensure the packaging is kept snug and safe
  • Please do not use a parcel bag or jiffy bag as this will lead to damaged returns
  • We will then send you a shipping label to attach to your box, if you don’t have access to a printer simply take the email we sent from Royal mail on your phone and the post office will scan the QR code and print your label for you. (Please check your spam folders if this doesn't appear in your inbox)
  • Each time you send us back your empties, we will send you a 20% off discount code as soon as the items arrive back with us. This can then be used for your next purchase.

Items which are lost or damaged in their return will need to be assessed by the team. We may need to make a claim with royal mail, this can hold up your refund for possibly up to 28 days while we process the return , so please ensure the items are packed well.

Refunds
Once we have received your item, we will let you know that we’ve received it and that we are in the process of evaluating, if it’s in the same condition as when it was delivered to you. We will let you know the status of your refund as soon as we have finished inspecting your item. If we approve your refund, we will refund it to the original method of payment for the product only. Depending on your card issuer’s policies, you will receive the refund within 3-5 days.