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Delivery & Returns
Deliveries within Mainland UK
A standard delivery charge will be added at checkout for all orders regardless of the quantity of items ordered. Items are usually despatched within 48-hours of receipt of your order and delivery usually takes 3 to 5 working days from processing.
Deliveries outside of Mainland UK
If you would like products delivered outside of mainland UK additional delivery charges and duties may be applicable. For purchases outside mainland UK please contact us to discuss your requirements.
In the unlikely event that you are not completely satisfied with your purchase, please contact us within 14 days of receipt of your order to arrange the return of your item. Email us and you will be provided with a returns reference number and returns instructions.
Please remember to include your full name & order number so that we can service your request as quickly as possible.
All items returned must be in saleable condition, must be in its original packaging with seals in-tact, unopened, undamaged and unused. We do not offer a free returns service so the item(s) will be returned at your own expense. Once the item(s) have been received & checked we will refund the cost of the item(s) excluding any shipping fees paid. Please note we will be unable to offer a refund for any items returned in an unsaleable condition. They will be disposed of or re-despatched at our standard rate shipping if you would prefer. Returns must be received within 30 days of receipt of your order being delivered. It is your responsibility as the customer to ensure the safe return of the parcel, we recommend to use a tracked service. This does not affect your statutory rights.
Sensitivity or Reactions
If you are experiencing any sensitivity with the products purchased from Vital Energy, we would initially advise to pause using the product and get in touch with our Skincare Specialists. In most cases we will be able to advise you how to integrate the product back into your skincare regime. In the unlikely event that we are unable to find a resolution we may advise to discontinue use of the product temporarily or permanently. Vital Energy is unable to accept the return of any used or partially used items.
Faulty, Damaged & Missing Items
We do our very best to check all items before despatch to make sure that they are of the highest quality however in some cases due to security seals we are unable to confirm that the item is going to function correctly. If upon receipt of your order you notice any damage or have received a faulty product, please contact us within 14 days to arrange a replacement.
Once we have received the faulty / damaged item, a refund or replacement will be issued as quickly as possible. The shipping fees for this replacement will be free of charge. If you opt for a refund for faulty / damaged goods, we will refund the cost of the product, excluding any shipping fees paid.
If you have received your parcel and there are items missing, please check inside all packaging as some very small make-up products may be wrapped in brown paper that is the same that often used to fill the package. Notification of any shortages in delivered goods must be made within 14 days of their receipt, after this time we will be unable to process your request.
Refused & Undeliverable Packages
All undeliverable packages due to incorrect name, address, not present or failure to collect (after failed delivery) may be returned to our warehouse by the shipping provider. This is usually around 2 to 3 weeks after delivery has failed. If you wish for the parcel to be resent there will be an additional postage cost of £5. Alternatively a refund will be offered minus any picking, packaging & shipping costs incurred, regardless of if a free shipping option offered upon initial purchase.
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