Online Ordering Terms and Conditions

All sales are inclusive of 20% VAT. Please see our 'Returns Policy' for more information on returns.

All orders are sent via Royal Mail and dispatched within 3 working days of order being placed. In the event of an item not received, a claim will be made through Royal Mail's relevant policy.

Royal Mail Compensation for Loss for UK Services

Orders sent via Royal Mail are considered lost after 10 working days from the expected delivery date for standard services, or 5 working days for Special Delivery services. Claims for lost parcels may require proof of postage and photographic evidence where applicable.

Returns Policy

Here at Utopia we hope you are happy with your purchase, but we know that occasionally you may want to return items.

Due to the nature of the items we sell, we regret that we cannot accept returns on all products sold. Please read on for more information on which items we can accept returns and issue refunds for. If you are unsure, please contact us first on 01235 521 555 or at reception@utopiabeautysalon.com.

Our returns policy forms part of our Terms and Conditions and must be read in conjunction with this. We reserve the right to change our returns policy at any time.

It is important that you check your item(s) carefully upon delivery. If any errors occur you must inform us immediately so we can look into it and rectify the problem. Any errors not brought up with us within 24hours of receipt may mean we are unable to accept a return.

Statutory Rights

Our returns policy does not affect your statutory rights.

Incorrect Items Received

In the unlikely event of the incorrect item being sent out to you, we will despatch the correct item, providing it is in stock, upon return of the item delivered in error. If the correct item is currently out of stock, you will have the option of waiting for it to return to stock, or be issued a full refund.

Any postage fees incurred to you on returning an incorrect item will be refunded upon return of such item.

Which Products Can I Return?

Due to the nature of the items we sell, we are unable to accept returns for the majority of our products and make-up, due to health and safety.

Items we are able to accept returns for are gifts and accessories and Dermalogica face and body products (Dermalogica only - see below re Dermalogica Money Back Guarantee).

We are unable to accept returns on any nail varnishes, earrings, face, hand or body products (excluding Dermalogica - see below re Dermalogica Money Back Guarantee) or make-up.

Dermalogica Money Back Guarantee

Dermalogica offer a Money Back Guarantee on pre-approved items.  If you are unhappy with your product, it is faulty or your skin does not agree with it, simply return it to Utopia, along with the original receipt, and you will receive your money back in full once your return has been approved by customer service.  Dermalogica reserve the right to change this at any time.

Should you experience a Skin Response, please contact us to discuss.

Returning Items

Any items returned to us must be returned in the original packaging, and in pristine condition. If any product has been opened or used, we will not accept a return (excluding Dermalogica).

We will not be able to issue your refund if the returned item has been damaged or opened, and is in such condition that we are unable to re-sell (excluding Dermalogica).

When returning items to us, we recommend you obtain a proof of postage to enable us to issue your refund in the unlikely event that your item is lost in transit. Proof of postage is free to obtain, and without it we will not be able to issue your refund.

Any item you have accepted and then returned is your responsibility until it reaches us at Utopia. We therefore recommend you send your item back to us using a delivery service that insures you for the value of your goods.

Refunding Of Postage Costs

We are happy to refund postage costs to return an item where the return is required due to our error - for instance, the incorrect item sent or the item is damaged or faulty.

In order for us to be able to refund your postage costs where an item has been received damaged, we will require photographic evidence of the condition it was received in, along with the original packaging it was sent in. If preferred, you can bring the item into Utopia with the original packaging. In the event of this happening, Utopia will make a claim with Royal Mail in which they may need to contact you directly.

We will not refund any postage costs to return an item that is unwanted or no longer required. These costs will need to be covered by you.

Complaints

If you are unhappy with the way your return of replacement has been handled, please let us know straight away so we can resolve the issue with you. We pride ourselves on our great customer service, and ask that you let us know either by email, at reception@utopiabeautysalon.com or by telephone on 01235 521 555.