Delivery & Returns Policy
Last updated: 3 August 2026
1. About this policy
This Delivery & Returns Policy applies to retail orders placed through www.medicobeauty.com. Our Squarespace marketing website directs customers to medicobeauty.com to complete purchases.
This policy forms part of our Website and Sales Terms. Nothing in it affects your statutory rights.
2. Contacting us about an order
For delivery, cancellation, return, refund or damaged-product enquiries, email order@medicobeauty.com and include your name, order number and the email address used to place the order.
Customer support is normally available from 9:30am to 4:30pm, Monday to Friday, excluding public holidays.
3. Order processing
Orders received before 2:30pm on a working day are normally prepared for dispatch that day, subject to stock availability, payment authorisation and fraud-prevention checks.
Orders received after the cut-off time, at weekends or on UK public holidays will normally be processed on the next working day. Processing may take longer during sales, launches, Christmas and other busy periods.
Working days are Monday to Friday and exclude public holidays in the relevant location.
4. Delivery options and charges
The delivery methods and charges below reflect our standard options. The current charge and estimated timeframe will always be displayed before you submit your order. Where checkout shows a different charge because of a temporary promotion, destination restriction or courier update, the amount shown at checkout will apply.
Destination
Service
Standard charge
Estimated delivery
England, Wales and Scotland (excluding Highlands)
DPD next-working-day courier
£6; free on orders of £45 or more
Normally 1 working day after dispatch
Scottish Highlands and Northern Ireland
Royal Mail Tracked48
£7; free on orders of £45 or more
Normally 2-3 working days after dispatch
Isle of Man
Royal Mail Tracked48
£8
Normally 2-4 working days after dispatch
Channel Islands
Royal Mail Tracked48
£15
Normally 3-5 working days after dispatch
Ireland
DHL Express
£10
Normally up to 3 working days after dispatch
Selected European destinations
DHL Express
From £15
Normally 3-5 working days after dispatch
United Arab Emirates
DHL Express
From £25
Normally 3-5 working days after dispatch
Bahrain, Kuwait, Qatar and Saudi Arabia
DHL Express
From £29
Normally 3-5 working days after dispatch
Saturday delivery may be available to selected UK destinations for an additional charge shown at checkout.
We may change delivery services and charges. Any change will be displayed before the order is submitted and will not affect an order already accepted.
5. Delivery estimates
Delivery times are estimates rather than guarantees unless a guaranteed service is expressly stated. Delays may occur because of severe weather, courier disruption, customs clearance, public holidays, an incorrect address or events outside our reasonable control.
Courier deliveries normally take place on working days. A mobile telephone number should be included with the order so the courier can send delivery updates.
Please use the tracking information supplied by the courier. If an order has not arrived within the expected timeframe, contact order@medicobeauty.com promptly so we can investigate.
6. Missed deliveries and safe places
If nobody is available to receive the parcel, the courier may attempt redelivery, leave it at an authorised safe place, deliver it to a neighbour or take it to a collection point, depending on the service and instructions associated with the address.
If you nominate a safe place, neighbour or collection option, delivery to that location may be treated as delivery to you. Ensure the nominated location is secure and suitable.
Where a parcel is returned to us because it was not collected or delivery could not be completed, we may deduct the reasonable cost of the failed delivery or redelivery from any refund where the failure was caused by the customer and where legally permitted.
7. Risk of loss or damage
For consumer orders, responsibility for the products remains with Medico Beauty until the parcel is delivered to you or to a person or location you have authorised to receive it.
If a parcel is lost or damaged before delivery, contact us and we will investigate with the delivery provider. Depending on the circumstances and your legal rights, we will arrange a replacement or refund.
8. International delivery, VAT and customs
International delivery availability, charges and tax treatment vary by destination and order value. The amount payable to Medico Beauty will be shown at checkout.
Where VAT, customs duties and courier handling charges are included, the order will be described or priced accordingly at checkout. Where these charges are not included, they may be collected from the recipient by the local authority or delivery provider before delivery.
Customers are responsible for checking any local import restrictions. Customs clearance may delay an order and is outside our reasonable control.
9. Cancelling a UK online order
If you are a UK consumer purchasing online, you will normally have a legal right to cancel without giving a reason. For most products, tell us that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the products.
After notifying us, return the products within a further 14 days. To cancel, email order@medicobeauty.com with your name, order number and the products being returned.
You do not have to use a particular form, but your cancellation must be clear and sent before the cancellation period expires.
10. Our 30-day UK goodwill return
In addition to statutory rights, we offer UK retail customers a 30-day goodwill return period for eligible unwanted products. The 30-day period runs from the date the order is delivered.
To qualify under this goodwill policy, the product must be unused, unopened, undamaged, in its original product packaging and suitable for resale. Proof of purchase is required.
This voluntary extension does not reduce your statutory rights during the legal cancellation period or where a product is faulty, damaged, unsafe or misdescribed.
Discounted or sale products may be excluded from the voluntary part of the 30-day goodwill policy after the statutory cancellation period has ended. Sale products remain protected by all applicable statutory rights.
11. Products that cannot be returned because you changed your mind
The legal or goodwill right to return may not apply to:
sealed goods that are not suitable for return for health protection or hygiene reasons after the protective seal has been broken;
opened or used cosmetics and skincare products where the hygiene exception applies;
products made or personalised to your specifications;
products liable to deteriorate or expire rapidly;
gift cards that have been used or partially used; and
other products excluded from cancellation by applicable law.
These exclusions do not affect your rights if a product is faulty, damaged, unsafe, incorrectly supplied or not as described.
12. How to return a product
Email order@medicobeauty.com with your order number, the product you wish to return and the reason for the return. If the product is faulty or damaged, include photographs and the batch number where available.
Wait for our customer services team to confirm the return instructions and whether a prepaid or paid returns label is available.
Pack the products securely, preferably using the original delivery packaging and protective insulation. Include the delivery note or a handwritten note with your order number, name and contact information.
Write the order number clearly on the outside of the parcel and send it using a tracked delivery service. Keep proof of postage until the return and refund have been confirmed.
Returns sent without sufficient identification may take longer to process. Do not send returns to our registered office.
13. Returns address
Medico Beauty c/o JAQ Fulfilment
Attention: Chloe
Unit 13 Craigstown Industrial Estate
Craigstown Road
Antrim
Northern Ireland
BT41 2PT
United Kingdom
14. Return delivery costs
For a UK change-of-mind return, you are responsible for the direct cost of returning the product unless we agree otherwise. Where available, you may use our Royal Mail Tracked48 returns service. A £5 return charge will be deducted from the refund if you select this service.
If you arrange your own return, use a tracked service and retain proof of postage. We are not responsible for a return parcel until it reaches our fulfilment centre, unless the return method was arranged and controlled by us.
We will cover reasonable return costs where a product is faulty, damaged in transit, incorrectly supplied or otherwise fails to comply with your statutory rights.
15. Inspecting returned products
Returned products will be inspected after arrival. You may handle a product only as much as would reasonably be permitted in a shop to establish its nature and characteristics.
We may reduce the refund to reflect a loss in value caused by unnecessary handling, damage, missing packaging or use beyond what was reasonably required to inspect the product, where legally permitted.
A product covered by the health or hygiene exception may not be eligible for a change-of-mind refund after its protective seal has been removed.
16. Refunds
For an eligible statutory cancellation, we will refund the price paid for the returned products and the cost of our least expensive standard outbound delivery option. If you selected a premium or expedited service, the additional amount above the standard delivery cost is not refundable.
For a return accepted only under our voluntary 30-day goodwill policy, the original delivery charge is not normally refunded unless we expressly agree otherwise.
We may withhold the refund until we receive the products or you provide satisfactory evidence that they have been returned, whichever happens first. Refunds will normally be processed within 14 days after that date.
Refunds are issued to the original payment method. Products purchased using a gift card will normally be refunded back to that gift card. Your bank or payment provider may take additional time to credit the refund.
17. Faulty, damaged, missing or incorrect products
If a product arrives damaged, leaking, faulty, missing or incorrect, email order@medicobeauty.com with:
your name and order number;
a description of the problem;
clear photographs of the parcel and product where helpful; and
the batch number printed or embossed on the product, where available.
Please report visible transit damage within 24 hours where possible because this helps us investigate with the courier. Failing to report within 24 hours does not remove your statutory rights.
Do not return a leaking or unsafe product unless we instruct you to do so. For eligible UK returns, we will provide a free return method where the product needs to be inspected.
Depending on the circumstances and your rights, we will arrange a replacement, refund or another appropriate remedy. We will not require you to pay the reasonable return cost of a confirmed faulty, damaged or incorrectly supplied product.
18. International returns
Our voluntary 30-day goodwill return policy applies to UK retail orders only. Customers outside the UK retain any mandatory cancellation, return and faulty-goods rights that apply in their country of residence.
Before sending an international return, contact order@medicobeauty.com for instructions. Do not send an international return without approval. Unless the product is faulty, damaged or incorrectly supplied, international change-of-mind return costs are the customer's responsibility.
We cannot refund customs duties, taxes or courier handling charges paid directly to a local authority or delivery provider. You may need to apply to that authority or provider for reimbursement.
19. Incorrect delivery addresses and undeliverable parcels
Check the delivery address carefully before placing an order. If the order has not yet been dispatched, contact order@medicobeauty.com immediately and we will try to update it.
Once a parcel has entered the delivery network, an address change may not be possible. If an order is returned because the address was incorrect, incomplete, refused or not collected, we may deduct reasonable delivery and return costs before refunding the product value where legally permitted.
If you ask us to resend an undeliverable order, an additional delivery charge may apply and will be confirmed before redelivery.
20. Out-of-stock products
If a product becomes unavailable after you order, we will contact you as soon as reasonably possible. You may choose to wait where a restock date is available, select an alternative where appropriate, or receive a refund for the unavailable product.
If we cannot dispatch the product within a reasonable period, we may cancel and refund the affected part of the order.
21. Complaints and further help
We aim to resolve delivery and return concerns fairly and promptly. Contact:
MEDICO BEAUTY LIMITED
Order and return enquiries: order@medicobeauty.com
General enquiries: enquiries@medicobeauty.com
Freephone: 0808 258 4000
Telephone hours: 9:30am to 4:30pm, Monday to Friday, excluding public holidays.
Please include your full name, contact details and order number so we can investigate efficiently.