DELIVERY AND RETURNS

Our customer services team are focused on providing you with the best possible service. If you have any questions they are available Monday – Friday 8.30am – 5pm on 0113 2247 999 or via [email protected]

Delivery

If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our delivery agent will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

We are not responsible for delays outside our control. Delivery will be undertaken by independent shipping companies. Goods which have left our premises are under the control of the independent shipping company. We may assist with tracking orders but you must be aware there may be delays due to weather, transportation issues and any other force majeure events and Nouveau HD Beauty Group Limited will not accept any liability in these instances.

Delivery Costs (consumer)

Standard UK shipping (3-5 working days) £3.50 inc VAT below £25.00
FREE Standard UK shipping (3-5 working days) over £25.00
Express UK shipping (up to 48 hours ): £7.00 inc VAT

For orders with an international* shipping address, a bespoke shipping quote will be provided when placing your order. Your shipping quote may vary according to the size and weight of your order, as well as the country of delivery. *Please note, we can only process international delivery for consumer products with a delivery address in the ROI, USA, and Australia. For trade orders please see our Pro Site T&Cs. International shipping quotes provided by Nouveau HD Beauty Group Limited do not include any additional customs costs, taxes, or duties – charges may vary according to the country of delivery, its applicable legislation, and general inflation. It is your responsibility to make prompt and full payment of these charges to receive delivery of your orders. If you fail to make payment of such charges, resulting in the products being returned to sender, you must pay any additional costs for re-delivery before your order will be re-sent to you. International deliveries are estimated to take between 3-5 working days, subject to custom checks, though this cannot be guaranteed and may be considerably longer.

Delivery Costs (pro)

Standard UK shipping (3-5 working days) on orders under £75 exc VAT: £5.40 Inc VAT
Standard UK shipping (3-5 working days) on orders £75 exc VAT: FREE
Express UK shipping (Up to 48 hours ) on orders under £200 exc VAT: £8.40 Inc VAT
Express UK shipping (Up to 48 hours ) on orders over £200 exc VAT: FREE

Returns

It is important to us that your order reaches you in perfect condition. Should any of your items arrive not in the condition advertised, we will happily arrange a return or exchange for you. If you have received a damaged item or if the product does not meet your expectations for whatever reason, please contact our Customer Services department within 14 days of receiving your order, clearly stating the problem with the order. Once the item has been returned to us, we will examine the product and notify you of your eligibility for a refund or exchange, within a reasonable period of time. We will not be able to accept returned items if it is determined that they have been used and in such circumstances no refund will be offered.

Should you wish to return an item to us, for any reason, it is your responsibility to ensure the safe return of this by packaging the products adequately and using a reputable delivery service that insures you to the value of the goods and offers a recorded service. The cost of returning the item to us is your responsibility unless it has been received in damaged condition. Should this be the case, postage will be reimbursed upon return delivery of the goods to Nouveau HD Beauty Group Limited. Please be aware that a parcel can take up to 7 working days (30 working days for international deliveries) to be returned and processed. *Please note, any items advertised and/or sold as ‘damaged’ are not eligible for exchange or refund. This returns policy does not affect your statutory rights.

Orders must be returned with the original dispatch note – if you return your items to us without the original dispatch note it may delay the returns process.

Returns: Clothing

Please see below the returns policy for any clothing or merchandise items.

Return period: You have 28 days from the date of receipt to return any clothing items for a refund or exchange.
Condition: Items must be returned unworn, unwashed, and in their original condition with all tags and packaging intact.
Faulty items: If the item is faulty, you are eligible for a full refund or replacement within 30 days of receipt.
Non-returnable items: Certain items are non-returnable for hygiene reasons, including underwear, swimwear, and earrings, unless faulty.
Refund method: Refunds will be issued to the original payment method within 14 days of receiving the returned item.
Return postage: You are responsible for the return postage costs unless the item is faulty or incorrect. Postage paid for the original order will not be refunded.
Return shipping: We recommend using a tracked service, as we are not responsible for returns lost in transit.
How to return: To initiate a return, contact our customer service team or follow the instructions included in your delivery.

International Delivery

Cancelling Orders

We are unable to change or cancel any orders once they have been processed, if you have any queries about your product order please call 01977 655620 or email [email protected].

Promotions and Master Discounts

Free delivery promotions and discounts exclude international delivery addresses and refers to UK Standard delivery only (Recorded Signed For 3-5 working days). Not applicable to UK areas which incur extra delivery charges (such as the Isle of Man and Scottish Highlands, this is a non-exhaustive list), instead a reduced delivery charge will be applied to these orders during such offers. Minimum order quantities may be applicable. Delivery times cannot be guaranteed. Furniture, Workstations and Brow Retail Units are exempt from all free delivery offers.