Our customer services team are focused on providing you with the best possible service and are available Monday – Friday, 9.00am – 5.30pm on 0844 801 68 10 or via firstname.lastname@example.org
Should you wish to amend or cancel your order, we will do all that we can to assist you – we simply ask you to contact us as soon as possible after placing your order. In order for us to rapidly process your request, it would be helpful if you had the following information to hand:
- Customer name
- Order number
- Date of order
- Value of order
- Payment method
Orders must be returned with the original dispatch note – if you return your items to us without the original dispatch note it may delay the returns process.
Orders are normally processed swiftly, so we may have already packaged your order and made arrangements for it to be sent to you so in these circumstances, it may not be possible to amend or cancel your order at that point.
Free delivery promotions exclude international delivery addresses and refer to UK standard delivery only. UK Standard delivery is Recorded Signed For (3-5 working days). All furniture, Workstations and Brow Retail Units are exempt from free delivery offers.
For orders with an international* shipping address, a bespoke shipping quote will be provided when placing your order. Your shipping quote may vary according to the size and weight of your order, as well as the country of delivery. *Please note, we can only process international delivery for consumer products with a delivery address in the ROI, USA, and Australia. For trade orders please see our Pro Site T&Cs. International shipping quotes provided by High Definition Brows Limited do not include any additional customs costs, taxes, or duties – charges may vary according to the country of delivery, its applicable legislation, and general inflation. It is your responsibility to make prompt and full payment of these charges to receive delivery of your orders. If you fail to make payment of such charges, resulting in the products being returned to sender, you must pay any additional costs for re-delivery before your order will be re-sent to you. International deliveries are estimated to take between 3-5 working days, subject to custom checks, though this cannot be guaranteed and may be considerably longer.
It is important to us that your order reaches you in perfect condition. Should any of your items arrive not in the condition advertised, we will happily arrange a return or exchange for you. If you have received a damaged item, please contact our Customer Services department within 14 days of receiving your order, clearly stating the problem with the order. Once the item has been returned to us, we will examine the product and notify you of your eligibility for a refund or exchange, within a reasonable period of time. We will not be able to accept returned items if it is determined that they have been used and in such circumstances no refund will be offered. Should you wish to return an item to us, for any reason, it is your responsibility to ensure the safe return of this by packaging the products adequately and using a reputable delivery service that insures you to the value of the goods and offers a recorded service. The cost of returning the item to us is your responsibility unless it has been received in damaged condition. Should this be the case, postage will be reimbursed upon return delivery of the goods to High Definition Brows Limited. Please be aware that a parcel can take up to 7 working days (30 working days for international deliveries) to be returned and processed. This returns policy does not affect your statutory rights.