Returns & Refunds Policy
If for any reason you need to return any of your purchased goods, these will need to be returned in the original packing with all labels and tags attached along with the completed Returns Slip Form that you should have received in your order.
If you received an invoice / receipt with your order this also needs to be packaged up with the item.
If returning an item please email firstname.lastname@example.org within 24 hours of receiving your order.
Please quote your name and order number and the reason why you wish to return your item/items and allow 48 hours for your return to be accepted if your return request has been declined then we will send you an email to inform you of the reason.
Customers will have to cover the costs of returning the item, unless the items is damaged or it’s an issue on Thornton’s VIP Beauty side, We can then let you know what to do next.
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you as soon as possible please email us at email@example.com.
To help us get this fixed for you quickly, when you first contact us please include the following information in your email:
- Your name
- Order number
- Product name
- Picture of the fault
- Description of the fault
If you have contacted us through email then please make sure you have attached your image in the email.
PLEASE NOTE THAT RETURN REQUESTS ARE ONLY OPEN FOR 14 WORKING DAYS AFTER RECEIVING YOUR ORDER.
Hand Made to order & Personalised Items: Due to these being made specifically for you or personalised for you or the customer, we cannot accept returns or do refunds on these.
Please note some issues may happen during whilst in transit if the issues are very clearly a transit issue then unfortunately this is not covered in our damages policy but rest assured we quality check all of our packages before shipping.
Refunds: We will only authorize a refund if your order hasn't been dispatched within the time frame given, If it’s been later than 14 - 21 Working days or if your order is incorrect or damaged, this does not include damaged in transit/out for delivery or if there’s an issue on Thornton’s VIP Beauty side, then we can let you know what to do next.
Please see our shipping policy for details on what to do if your package is missing as after 20 days we are no longer liable for missing parcels.
All refunds will go back to the original payment method and legally this cannot be changed. Refunds normally take up to 10 working days depending on your bank.
We don’t authorize refunds or accept returns for personalised gifts and items or handmade to order gifts and items.
ALL CUSTOMERS: Please note that items may come separately and all refunds will only be refunded for the products, not for the shipping costs!
Refunded Items That Were In Stock When Ordered:
Please note that with only being a Small Company and high volume stock requests with Suppliers if one or more of your items become unavailable in the processing stage of your order this will be refunded to you immediately. We will always endeavour to try and get hold of your items elsewhere if they become unavailable during the order process but can’t always guarantee we will be able to get them therefore they will be refunded.
We will always email you with the reason as to why your item/items were refunded.
We understand this isn’t ideal and we sincerely apologise for this but to save disappointment of this when you order please add a note to your order for this to be prioritised however rest assured this is extremely rare to happen.