Delivery & Returns

Delivery

• Where we ship: we currently deliver to addresses within the United Kingdom only.
• Cost: tracked UK delivery is £3.49 per order, or free on orders over £65.
• Dispatch: orders are usually dispatched within 1 to 2 working days and sent by tracked UK courier.
• Transit time: a tracked service is used and your parcel usually arrives within 2 to 4 working days of dispatch. You will receive tracking by email once your order is on its way.
• We are not responsible for delays caused by the courier or by incorrect delivery details supplied at checkout. If your order has not arrived within 10 working days, please contact us and we will help trace it.

Your right to cancel (14 days)

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order and return unopened items for any reason within 14 days of receiving them. You do not need to give a reason.

• To cancel, tell us within the 14-day period by email at hello@melatoneskinclinic.co.uk or by WhatsApp. A clear statement that you wish to cancel is enough.
• After telling us, return the goods to us within 14 days. You are responsible for the cost of return postage unless the item is faulty (see below).
• We recommend using a tracked service and keeping proof of postage, as the goods remain your responsibility until they reach us.

Hygiene exception for opened skincare

Skincare is a sealed hygiene product. As permitted under the Consumer Contracts Regulations 2013 (regulation 28), we cannot accept the return of any skincare item once its seal has been broken or the product has been opened or used, unless the item is faulty. Sealed, unopened items in a resaleable condition can be returned within the 14-day window described above.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, if an item is faulty, damaged in transit, or not what you ordered, you are entitled to a full refund or a replacement. Please contact us within 30 days of receiving your order, with your order number and, where possible, a photo of the issue. For faulty, damaged or incorrect items we cover the cost of return postage.

Refunds

• Refunds are made to your original payment method within 14 days of us receiving the returned goods, or from the day you provide proof that they have been sent back, whichever is sooner.
• For a full order cancellation we also refund the standard delivery charge you paid. Where you chose a more expensive delivery option than our standard service, we refund the standard cost only.
• We may reduce a refund to reflect any loss in value if items have been handled more than was necessary to check them.

How to return an item

Please contact us first at hello@melatoneskinclinic.co.uk so we can confirm the return address and note your order. Returns are sent to Melatone Skin Clinic at the address below.

Who you are buying from

Orders through this website are sold and fulfilled by Melatone Skin Clinic Ltd, an authorised stockist of ESK (Evidence Skincare) and Skinade. Registered in England & Wales, Company No. 16794829.

Melatone Skin Clinic Ltd
Unit 13A, Battersea Business Centre
99-109 Lavender Hill, London SW11 5QL
hello@melatoneskinclinic.co.uk · 020 3576 7373

Contact

Questions about delivery, a return or a refund: hello@melatoneskinclinic.co.uk or message us on WhatsApp. This policy does not affect your statutory rights.