Delivery Terms & Conditions


Delivery Times

Shipping times are quoted on the basis that the product is in stock.
Orders are processed between Monday and Friday 09:00 - 14.00 GMT, excluding Bank and Public Holidays. Orders placed after 14:00 GMT, during a weekend or Bank Holiday will be processed on the next working day.


All prices on our site are quoted in UK Pounds Sterling (£).

Delays - Part Shipment

On rare occasions certain items will go temporarily out of stock or may be discontinued at short notice by our suppliers. We will notify you via email if this is the case and will offer you the opportunity to keep your items on back order, arrange alternative products or offer a full refund. In the event that we cannot send all your items in one shipment we will part ship your order so that you receive the majority of your selected items as quickly as possible. The remainder of your order will be dispatched within 24 hours of receipt of the goods from our supplier.

Busy Periods

During busier times (for example Christmas) there may be a slight delay in processing your order.
Most UK orders are sent via our couriers within standard delivery times. We cannot be held responsible for items delayed in the postal system, or any industrial action taken by our nominated couriers as this beyond our control.

Lost in Transit

We must allow up to 14 working days (UK Deliveries) from despatch before a parcel is deemed lost in transit. For further assistance please contact our customer service team on +44 (0) 3330 142 444 or

Weather Disruption

Unfortunately, severe weather conditions can disrupt our couriers from time to time. This can affect the services we offer and will affect the usual guarantee of service levels that are offered by our couriers. Naturally, couriers will always put the safety of its drivers and ancillary staff first over performance targets. Couriers do make every effort to put in place contingency plans when there is adverse weather. However, delays and back logs do occur from time to time.
These circumstances are beyond the control of both Laboratoire Biosthetique UK Ltd and its courier partners. When selecting shipping methods please be aware that no refunds will be given on Express Delivery (usually next working day) or other timed delivery services if the courier is unable to operate its normal services due to bad weather. Express Delivery Services will always take priority and are still the fastest way to receive items.

Errors on Receipt of your Order

Any errors or missing items must be notified to us within 7 days of receipt of your order. We will be unable to redress any errors after this time has elapsed.

Proof of Delivery

UK Saver Delivery, UK Priority and Express Delivery (UK Mainland), Standard and Priority Delivery (UK Exceptions) will require a signature to release the parcel. Someone must be at your nominated delivery address to sign for your parcel between 8am and 8pm, so please provide a Delivery Address where the parcel can be reliably signed for, such as your place of work or a neighbours’ residence.

Billing Information

To help us process your order we require that you complete your full billing address details during the registration/checkout process matching the exact address and postcode details held by your bank. If these details are not correct we may put the order on hold until our verification is completed. (This applies even if the transaction is completed and an order number is sent out to you).

Alternative Delivery Address

We will ship to another specified Delivery Address only when we have confirmed that the card holders billing address details are correct and verified. We are unable to make changes to delivery addresses once an order has been confirmed at checkout.

Order and delivery Confirmation E-mails

When your order is received, we'll send you an e-mail confirming your order. Then, when your order is despatched, we'll send you a despatch confirmation. It will include the following information:

  • Items purchased
  • Payment information
  • Delivery method
  • Tracking Details

Orders not Received

If you have received confirmation of shipping but your goods have not arrived, please ensure that you have allowed sufficient time according to the estimated delivery times shown for your area.
Please be advised that the delivery times are based on an estimated date of delivery and on occasion delivery can take longer than specified. If your parcel contains an aerosol or perfume please be advised that shipping is via surface mail and can take up to 28 working days.
If after this time your goods have still not arrived, in the first instance please check with your local mail delivery office to see that they are not holding your parcel. If they confirm that they do not have your goods, please contact us and we will do our best to assist you after the period set below. Please note that these times have been set to us by our postal service and are based on the guidelines regarding the processing and delivery of parcels; we are unable to re-ship, cancel or refund your order until after these time constraints have passed. For UK deliveries please allow 14 working days to pass from date of dispatch before contacting us our Customer Services team.

Re-Shipping of Orders / Orders Returned by Our Couriers

If your parcel has not been delivered it may be sitting at your local Royal Mail/Courier depot. If you fail to retrieve the parcel, your parcel fails to be delivered on more than one occasion, no safe place option has been specified or your parcel is refused at the delivery address it will then be returned to us and there will be one of three courses of action. In the first instance we will attempt to contact you when your order is returned, however on occasion you may contact us before we have the opportunity to contact you, in both instances the following options will be available to you:

  • We can issue a refund minus the initial postage costs. – If your delivery was free, as per our terms & conditions on promotional postage, a fee will be deducted from your refund to cover return postage and admin costs. This will be based on the original shipping method used for UK delivery.
  • We can re-dispatch the parcel to you, however please note this will incur a further fee to cover admin and postage costs.
  • If we have contacted you and have not received a response after 7 calendar days we will automatically issue a refund minus the initial postage costs.