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FREE UK shipping on orders over £45 (£250 to EU)
FREE UK shipping on orders over £45 (£250 to EU)

Frequently asked questions

Your popular questions answered

Shipping

Is shipping free?

99% of UK orders are shipped for free. The percentage of free shipments to EU countries is approximately 90%.

The minimum spend needed for free shipping is currently £45 for the UK and £250 for EU.

In reality no shipping is free, we absorb our overheads and shipping costs into our final price.

Small value orders make it impossible for us to cover our handling and shipping costs, which is why we charge for small orders.

You can still purchase from us below these levels but we will need to recover our shipping costs. Prices will appear at Checkout.

Can I request an Urgent delivery?

Yes, you can request a quicker shipment at Checkout. We currently only offer this to UK shipping addresses.

Our normal shipments in the UK are Royal Mail 48 (the equivalent of second class post). For an extra charge we can ship Royal Mail 24 (the equivalent of first class post).

We do not offer a 'next day service' or guarantee delivery by a certain date/time.

We will always endeavour to ship your urgent order as quickly as possible.

Do you ship outside the European Union?

No. Our focus is on the UK and EU countries. We do occasionally have customers from outside these territories, but orders are always registered and shipped to EU addresses.

When will I receive my order?

In the UK you should receive your parcel 3 to 5 working days after placing your order. In Mainland Europe it should take 5 to 7 working days, dependent upon the carrier we use.

Lafantine.com customers want us to keep costs to a minimum, therefore we mainly use Royal Mail 48 for the UK and Royal Mail International or ParcelForce for overseas.

Lafantine.com is not a 'next-day' shipper.

You will receive a tracking number with each shipment.

Can I track my order?

As soon as your order is despatched, you will receive a tracking number and link by email. Most of our parcels are sent by Royal Mail and they offer basic information on your shipment status.

Most importantly, you will be able to establish if the courier has attempted delivery to your property and if so, how to recover your parcel.

When the parcel is in transit there is no detailed information on the physical location of your order.

The parcel is damaged or an item is missing

Please contact us straight away at enquiries@lafantine.com

If the parcel is damaged it would be very helpful if you attach photographs of the damage.

There is no security tag on the Dermalogica box / bottle

Many Dermalogica products do not have security tags. Security tags on Dermalogica products are mainly symbolic. You may notice that there is one on the top of the box, but not on the bottom. Tags also occasionally fall off bottle necks as they are not designed to prevent opening.

We are an authorised Dermalogica retailer and all our products are guaranteed genuine, unopened and unused.

Whilst we are happy to replace if you feel uncomfortable about a missing security tag, we will need to recover our shipping costs.

Feel free to call us first to discuss any concerns you may have.

Why the chopped up cardboard filler?

We try very hard to keep our environmental 'footprint' to a minimum and operate as a 'sustainability' responsible company.

Whenever possible we re-use packaging that we have received (rather than hand it over to the council waste system) regardless of whether it is paper or plastic.

Repeated use of all packaging has a 100% impact on preventing the need to manufacture new materials.

We have also found that using shredded packaging materials helps minimise damage to your order.

Samples & free gifts

Do you send free samples and gifts?

Yes, we send you at least 3 samples with every order.

We also ship free gifts during certain promotions.

Because of the high value of these free gifts, they are sometimes conditional on a minimum order size. These vary from time to time and details will appear on our home page or in our subscription newsletter.

Can I specify which samples I get?

We do not offer a formal sample request service.

You can request certain samples in the Shopping Cart and we will endeavour to match your request, but will not always be able to offer everything you ask for.

Our free sample approach is aimed at giving customers the opportunity of trying out products that they would not normally think of. Sometimes, we send samples that do not match your skin or hair type, this is to encourage you to share these with friends or family.

We avoid offering multiples of the same product unless as part of a specific promotion.

Can you give me advanced warning of your promotions?

As with many retailers, we do not give prior notice of any promotions. We do not backdate promotions and the end date may be brought forward should our gift stock run out.

You can get advanced notifications by subscribing to our newsletter or following us on Facebook

Returns

How do I return an item or an order? I am a UK based customer.

Firstly, can we say how sorry we are to hear that something has gone wrong.

We will exchange or refund your purchase price and basic shipping cost (If any, as most of our orders are shipped for free. We are unable to refund any additional payments made for urgent shipment) of any product that is faulty, has been received damaged or simply if you change your mind.

You have 14 days from the date of receipt to notify us of your return request and a further 14 days to effect the return (although we would ask you to help us and return the item as soon as possible).

All return requests need to be pre-approved by us so please click on the link below to begin the returns process

UK RETURNS LINK

How do I return an item or an order? I am NOT a UK based customer.

Firstly, can we say how sorry we are to hear that something has gone wrong.

We will exchange or refund the purchase price of any product that is faulty, has been received damaged or simply if you change your mind. You are responsible for the cost of shipping back to us.

You have 14 days from the date of receipt to notify us of your return request and a further 14 days to effect the return (although we would ask you to help us and return the item as soon as possible).

All return requests need to be pre-approved by us so first please contact us at enquiries@lafantine.com with the details of your return request.