Delivery And Returns
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LIVE DESPATCH TIMES
The majority of our orders are shipped within 3.7 hours on weekdays, for orders placed before 4pm. Please note: this is an average time, stock availability can affect despatch times. United Kingdom And Channel Island Delivery Costs At John and Ginger, we aim to dispatch all orders quickly, usually on the same or next working day. Deliveries are carried out by Royal Mail, Monday to Saturday, excluding Sundays and Bank Holidays. If you anticipate not being at home during delivery hours, you may provide an alternative address where someone will be available to receive your parcel. Please Note: Delivery times provided below begin from the date your order has been shipped. While most orders are dispatched on the same working day, please allow extra time during busy periods for our warehouse team to carefully pack and ship your parcel. ROYAL MAIL TRACKED 48
ROYAL MAIL TRACKED 24
ROYAL MAIL SPECIAL DELIVERY
ROYAL MAIL SPECIAL DELIVERY SATURDAY
Rest of World ROW SIGNED, TRACKED OR TRACKED AND SIGNED AIRMAIL
Europe EU SIGNED, TRACKED OR TRACKED AND SIGNED AIR MAIL
Please note: International orders are shipped without import taxes and customs charges being prepaid, unless we state otherwise at checkout. Your destination country may charge import VAT, customs duties or handling fees before delivery. These charges are not included in our product prices or delivery charges and are normally payable by the recipient. We cannot calculate or guarantee the amount charged by customs authorities in another country. We recommend checking with your local customs authority before placing an order. International deliveries refused because of customs charges: If you choose not to pay import charges and the parcel is returned to us, please contact our Customer Care team. Once the parcel is returned, we will assess its condition and any applicable refund in line with your legal rights and our returns terms. For returns accepted under our additional voluntary policy, where statutory cancellation rights do not apply, the delivery charge paid at checkout is non-refundable and we may deduct a £1 administration fee. We may also recover reasonable, evidenced additional carrier return charges directly resulting from the refused delivery where legally permitted, without charging twice for the same cost. If a valid statutory cancellation applies, we will process the refund in accordance with those rights and will not apply administration or payment-processing deductions. We will not charge you for a return caused by an error on our part, and any mandatory consumer rights that apply in the destination country remain unaffected. Flammable products such as batteries, nail polish, perfumes, aftershaves and aerosols can no longer be shipped outside of the UK. Delivery Times Orders are processed Monday to Friday, excluding Bank and Public Holidays. We aim to despatch most orders on the same or next working day, subject to stock availability and order volumes. The live despatch time displayed above is an average and is not a guaranteed despatch deadline. Very occasionally, an item may be temporarily out of stock or discontinued by our supplier. If this affects your order, we will email you with the options available, including waiting for stock, changing the product or receiving a refund. Where possible, we may send the available items first and despatch any remaining items after stock arrives. Dermalogica Outside EU We cannot ship Dermalogica products outside of the EU. Any Dermalogica order placed to be delivered outside EU will be cancelled and refunded. Returns At John And Ginger, we hope you will be delighted with your order. In addition to your statutory cancellation rights, we offer an additional 30-day returns policy on eligible products. If you change your mind, please contact us to arrange a return and ensure that the products are returned within 30 days of the invoice date. For returns under this additional policy, products must be unused, unopened and in their original, resaleable condition, with all packaging, cellophane and tamper-resistant seals fully intact. Certain exclusions apply, as explained below. These conditions do not restrict statutory cancellation rights or your rights if a product is faulty, damaged or incorrectly supplied. Delivery Costs and Refund Deductions For a change-of-mind return accepted under our additional 30-day policy where statutory cancellation rights do not apply, the original delivery charge paid at checkout is non-refundable, and a £1 administration fee will be deducted from the refund. If your order qualified for free UK standard delivery, we may instead deduct the actual outbound postage cost incurred by us, capped at our published Royal Mail Tracked 48 delivery charge of £3.99, plus the £1 administration fee. We will not deduct more than once for the same delivery cost. Customers are responsible for the cost of returning unwanted goods, unless otherwise required by law. These deductions do not apply to valid statutory cancellations. Where a statutory cancellation applies, we will refund the relevant product cost and any applicable standard outbound delivery charge without administration or payment-processing fees, in accordance with the Consumer Contracts Regulations 2013. If an enhanced delivery service was selected, we are only required to refund up to the cost of our least expensive qualifying standard delivery service. Where legally permitted, a deduction may be made for a reduction in the value of goods caused by handling beyond what would normally be allowed when examining goods in a shop. Products Excluded from Our Additional 30-Day Returns Policy Our additional voluntary returns policy does not cover special-offer items, nail polishes, cosmetics, brushes, deodorants, electrical goods or intimate products, unless we agree otherwise. These categories are not automatically excluded from statutory cancellation rights. Where an item is supplied sealed and cannot be returned for health protection or hygiene reasons, the statutory cancellation right may be lost if the seal is broken after delivery. Your statutory rights concerning faulty goods and other legally required remedies are unaffected. Faulty, Damaged or Incorrect Items If your item arrives damaged, is incorrectly supplied, is not as described or you believe it is faulty, please contact us as soon as reasonably possible with your order number and details of the issue. A photograph is helpful where available. We will consider the appropriate remedy under the Consumer Rights Act 2015 and, where required by law, cover reasonable return postage costs. No administration fee will be charged where an issue is our responsibility or the goods do not conform to the contract. How to Return an Item Before returning an item, please email our Customer Care team, quoting your order or invoice number and stating whether you would prefer a refund, exchange or replacement. For statutory cancellations, you may exercise your right by sending us a clear statement of your decision to cancel; prior approval is not required. Please include your name, address and order reference inside the parcel. Pack the products securely and obtain proof of postage, so you have a record of the return. Returns Address John And Ginger Ltd Refund Timescales We aim to process approved voluntary returns within 10 working days of receiving the goods. For statutory cancellations, reimbursement will be made without undue delay and within the legally required timescale, generally no later than 14 days after we receive the goods back or receive evidence that they have been sent back, whichever is earlier. Where required, refunds will be made using the original payment method. Promotional Free Gifts If you cancel your full order, please return any promotional free gifts supplied with it. If a partial return means the order no longer qualifies for a promotional gift, please contact us so that we can explain the applicable promotion terms and any lawful adjustment. Returning Dermalogica Products For returns under our additional Dermalogica returns arrangements, please contact our Customer Care team within 30 days of the purchase date. Discontinued products are excluded from this additional policy. Please return any promotional free gift where required under the terms of the promotion. Delivery charges are non-refundable only where permitted under our voluntary returns arrangements. If you experience a skin response to a Dermalogica product, please contact our Customer Care team as soon as possible. These additional arrangements do not affect your statutory cancellation rights or rights relating to faulty or incorrectly supplied products. Cancellation Rights Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers generally have the right to cancel an eligible online order without giving a reason until 14 days after receiving the goods. Where an order is delivered in separate parcels, the period generally runs from receipt of the last parcel. You can notify us of your decision to cancel by emailing customercare@johnandginger.co.uk, or by sending another clear cancellation statement. You then have a further 14 days to send the goods back. Where customers have been informed in advance, they are normally responsible for the direct cost of returning goods under a statutory change-of-mind cancellation. We will refund the applicable standard outbound delivery cost, where relevant, and no administration or payment-processing fees will be deducted. Certain legal exceptions apply, including qualifying sealed goods that are unsuitable for return for hygiene or health protection reasons once unsealed. Your rights concerning faulty, damaged or incorrectly described goods are not affected. For additional information about cancellation rights and exclusions, please see our Terms and Conditions. Our additional 30-day returns policy is separate from statutory cancellation rights. Optional Cancellation Form You may use the details below to notify us that you are cancelling your purchase. Use of this form is optional; an email or another clear statement of cancellation is sufficient. To: John And Ginger Ltd, Unit D, 132-134 Albion Street, Southwick, West Sussex, BN42 4DP, United Kingdom Email: customercare@johnandginger.co.uk |