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Shipping

We offer free shipping for a product or a total order value of more than £40.
The standard cost of shipping is £3.95 per shipment.
All shipping is tracked.

Lost Shipment

Please notify us immediately by emailing shop@primeaesthetics.co.uk to be considered for a replacement quoting your order and or shipping number. We will open an investigation with our carrier to attempt to recover the package, which will take a minimum of 48 hours to resolve. If the package cannot be recovered, we will file a claim with our carrier. Full or partial refunds will only be given to orders for which the carrier has approved our claim. This process may take some time before it is completed. In the majority of cases, if our carrier determines that your package has been delivered, we are unable to ship a replacement. In the event this occurs, please contact us immediately so we may evaluate your request for a re ship.

Right To Cancel

We at Prime Aesthetics understand you may change your mind from time to time therefore, we are happy to accept any items you may wish to return to us within the following conditions:

  • You must notify us by e-mail shop@primeaesthetics.co.uk quoting your order number no more than 14 days after you have received the parcel containing the products, stating that you wish to exercise this right;
  • If you return a product without informing us, it may result in us being unable to process your return.
  • After having sent the notification, you must without undue delay and in any event no later than 14 days, return, at your cost, the parcel to the address as indicated by us in the instructions you have received from us by e-mail after your notification is processed;
  • After we have received the cancellation notice, Prime Aesthetics will refund within 30 days the purchase price, less the cost of the original shipping and packaging.
  • All products must be returned unopened, within their original packaging including vacuum packaging and in a saleable condition. We reserve the right to validate the refund if, any of these conditions are not met.
  • You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
  • If you had received a free gift/product upon ordering during one of our promotional offers and would like to return your whole order, then you would also need to return the free gift/product back to us with the rest of your order for us to process your refund. Should you return your whole order, but keep the free gift/product, then the value price of the free gift/product will be deducted from the refund of the rest of your order.
  • Please allow 3-5 business days for inspection upon receipt of your return. Following inspection, we’ll notify you as to whether or not the criteria for a full or partial refund have been met. Please allow 5-7 business days for your refund to post to your account once it has been approved. Although please note it could take up to 30 days. Refunds are processed to the card/method of payment that was used in the original order.
  • Regretfully, we cannot accept a cancellation of a product or an item that is less than £40 in value.

Faulty or products delivered or bought incorrectly.

We at Prime Aesthetics will do the upmost to fulfil your order(s.) On the rare occasion, we have gotten something wrong, we are happy to exchange free of charge any products supplied incorrectly or products that may be faulty under the following conditions:

  • Faulty (damaged) products due to shipping; please inspect it for any damage that may have occurred during shipment. If you determine you have received damaged or unusable items, please retain the box, the packing materials and the items inside. Please contact us immediately at shop@primeaesthetics.co.uk quoting your order number. Please provide us with your order number and photos of all damaged items, so our team can assess the claim and take the proper steps to help find a satisfactory solution. Please note, this may take some time to resolve as we notify the carrier accordingly.
  • For products that may have been sent to you incorrectly, you notify us by email shop@primeaesthetics.co.uk within 7 days of receipt of the item(s) stating the order number and clearly you believe it is either the wrong product.
  • If you return a product without informing us, it may result in us being unable to process your return.
  • We will then send you confirmation including a returns label (shipping free) and instructions.
  • For products that may deemed as faulty, we will need to undertake a quality inspection first and ahead of replacing the item.
  • For good under a certain value, we may (at our discretion) supply you with a free replacement.
  • We are happy to exchange products purchased incorrectly (cost of shipping by the customer) if, the conditions of last two paragraphs of the previous section is met.
  • You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
  • If you had received a free gift/product upon ordering during one of our promotional offers and would like to return your whole order, then you would also need to return the free gift/product back to us with the rest of your order for us to process your refund. Should you return your whole order, but keep the free gift/product, then the value price of the free gift/product will be deducted from the refund of the rest of your order.
  • Please allow 3-5 business days for inspection upon receipt of your return. Following inspection, we’ll notify you as to whether or not the criteria for a full or partial refund have been met. Please allow 5-7 business days for your refund to post to your account once it has been approved. Although please note it could take up to 30 days. Refunds are processed to the card/method of payment that was used in the original order.