Delivery Policy
1. Dispatch & Processing
All orders are processed and dispatched with efficiency to ensure you receive your products as quickly as possible. Once your order has been dispatched from our distribution centre, you will receive a confirmation email containing your unique tracking number to monitor the progress of your shipment.
2. Delivery Timescales
Standard delivery typically takes between 5 to 7 working days. Please note that while we endeavour to meet these timescales, delivery windows are estimates and may vary depending on the destination and external logistical factors.
3. International Shipping & Customs
We ship to the majority of countries worldwide. For international orders, please be aware that shipping costs and delivery times will vary by location. Furthermore, Alyra Skin acts as the exporter of the goods; therefore, the customer is responsible for any import duties, taxes, or customs clearance fees that may be applied by the destination country.
Returns & Refunds Policy
1. Our Guarantee
Our returns policy is designed to ensure complete peace of mind for our customers. All Alyra Skin goods carry a guarantee against manufacturing faults. We also facilitate the exchange of items that differ from the customer's original order specification.
2. Reporting Faults or Incorrect Items
Should you receive an item with a manufacturing fault or one that differs from your order, please adhere to the following procedure to arrange an exchange:
- Notification: Please contact our support team via email. You must provide your Order Number, details of the item to be returned, and a description of the fault.
- Assessment Period: Upon receipt of your request, we will forward the details to our Quality Assurance Team. We aim to review your claim within a maximum of 7 working days.
- Authorisation: Formal authorisation from the Quality Assurance department is required before any exchange or refund can be processed.
Warranty Window: The deadline for requesting an exchange on the grounds of manufacturing defects is 90 days from the date of receipt.
3. Resolution Options
Once the issue is verified and confirmed by our team, we will contact you via email regarding the outcome. You may then select one of the following remedies:
- Receive a full refund of the amount paid;
- Receive a replacement item identical to the one ordered;
- Receive a product of similar value;
- Receive a voucher/store credit for the value of the product to use on future purchases.
4. Shipping Costs for Returns
Important Notice: Please note that Alyra Skin is not responsible for shipping or postage costs regarding returns for refunds, chargebacks, or voluntary product exchanges. Unless explicitly confirmed otherwise by our support team, these logistical costs are the responsibility of the customer.
