15% OFF WHEN YOU SPEND £40 OR MORE Use promotional code 'MAYHOLIDAY' Add code at checkout to apply discount. Ends Monday. Shop

15% OFF WHEN YOU SPEND £40 OR MORE Use promotional code 'MAYHOLIDAY' Add code at checkout to apply discount. Ends Monday. Shop

FREE LUXURY SAMPLES on all orders over £50

FAQ's

Delivery

Can I track delivery?

Yes, delivery is tracked, details will be on your despatched email. If there are no tracking details on the order dispatch email then there is no tracking number available.

Has my order been dispatched?

Yes, we will email you to let your know when your order has left Sulis & Thermae HQ. You can also check the status and estimated delivery of your existing order at any time by using the ‘My Account’ page.

Do I have to be at home when my parcel is delivered?

Your order will be dispatched by either Royal Mail or DPD. You will find this information on your dispatch email. If the parcel is too big for your letterbox then someone will have to be present to leave the parcel with. If this is not possible, then Royal Mail will put a card through your door advising that your parcel is awaiting collection from your local depot.

If your order has been dispatched with DPD, then your parcel will require a signature. DPD will email and text you (if you supply your number) on the morning your order is dispatched, with a specific one hour delivery window. If that time is not convenient, you can use email or text to simply change the delivery date.

When will I receive my order?

Royal Mail delivers the majority of our parcels within the UK standard 3-5 working days. For quicker express delivery DPD 24hr is used. International orders in Europe take between 5-10 days. International orders outside of Europe take between 7-12 days.

What are the delivery costs and options?

All orders are normally dispatched within one/two working days of placing your order.

FREE UK DELIVERY FOR ORDERS OVER £50 (Mon-Fri, 3-5 working days)

Pricing for orders in the UK

UK Standard on Orders over £40 £3.95 Once despatched 3 – 7 business days
UK 1st Class £5.95 Once despatched 1 – 3 business days (includes Saturday but excludes Bank Holidays)
DPD Next Day Delivery £7.95 Dedicated delivery, between the hours of 9am and 5pm, provided your order is made by 2pm the preceding day.

 

Royal Mail delivers the majority of our parcels within the UK. We use both First and Second Class services depending on the weight, delivery service selected and cost. In doing so we keep costs low and in turn pass these savings on to you. For quicker express delivery DPD 24hr is used.

DPD will email and text you (if you supply your number) on the morning that your order is dispatched with a specific one hour delivery window. If you decide it is not convenient, you can email or text to change the delivery date.

Rest of the World

FREE EUROPE/WORLDWIDE DELIVERY FOR ORDERS OVER £100 (Europe 5-10 days. Outside of Europe 7-12 days)

All items are normally despatched within one working day of placing your order.

All estimated delivery times could be affected should your parcel be very heavy or if delayed by customs entry procedures.

Depending on where you live, there may be a customs charge upon entry to the country. Additional charges for customs clearance must be borne by the recipient.

Europe Standard on Orders over £90 £5.95 Once despatched 5 –10 business days
Worldwide Standard Delivery on Orders over £90 £16.00 Once despatched 7 – 12 business days (includes Saturday but excludes Bank Holidays)

Returns

How do I arrange a return or exchange?

Our returns policy

 

Items can be returned to us only if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and unopened and must be returned within 14 days of receipt. 

Please be aware that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.

For all UK returns, please send via our Royal Mail Tracked Returns service:

We regret that we cannot reimburse postage costs, for items returned from outside the UK.
We will refund your product as quickly as possible by sending the money back to your original payment method. If your card has expired in the mean time you need to call us on 0330 223 3148 (UK) from 9am to 5.30pm GMT, Monday to Friday to arrange.

 

What do I do if I am unhappy with my purchase?

We are sorry that you are unhappy with your purchase. The quickest way for us to help you is by contacting our customer service department by emailing;

customerservice@sulisandthermae.com

If you would like to return something then please see returns.

Have we received your returned goods?

Sulis & Thermae – London will notify you via email once we have received your return. It can take upto 10 working days to process the return. If your return is an exchange, then we will send via email a new order confirmation for your reference and to confirm dispatch and delivery information.

How long does it take to process a return?

It can take upto 10 working days to process the return. If your return is an exchange, then we will send via email a new order confirmation for your reference and to confirm dispatch and delivery information.

My Order/Account

What is the status of my order?

To check your status and estimated order delivery date of your existing order, please login to ‘My account’. If the order has been dispatched then the goods will be with the courier or Royal Mail.

How do I change or cancel my order?

If you would like to change or cancel your order that you have placed then please contact us as soon as possible – contact us link

I have received the wrong product, what do I do?

We are sorry you have received the wrong goods in your order. Sometimes, mistakes occasionally occur and we will resolve this as quickly as we can for you. If you find yourself in this situation please contact us by emailing;

customerservice@sulisandthermae.com

My order has arrived damaged, what do I do?

We are sorry your goods have arrived and are damaged. Please contact our customer service department emailing us about the condition you have received your goods and we will be happy to help resolve for you;

customerservice@sulisandthermae.com

My order is delayed due to an item on pre-order, what can I do?

Sometimes products are on sale before we have them in stock to meet growing demand. If this is the case you will be notified via email. Where possible the estimated delivery date will be displayed on the product details page and additionally on the delivery choice page during the checkout process.

 

Customers Outside The UK

Will I be charged duty or import tax at customs?

All countries outside the EU have additional customs charges which may be applied to your order upon it reaching its country of destination. It is your responsibility as the customer to inform the recipient of these charges. For further details please contact your local customs authority.

Unless otherwise stated, your order will be sent using Royal Mail, who will pass the package to the standard International Postal Service in your country. We will put the value of your goods on the outside of your parcel, using the internationally recognised CN22 form, which should result in quick customs clearance.

We regret to inform that we do not refund any customs/import duty paid.

Do you delivery internationally?

Yes, we do delivery internationally. All items are normally despatched within one working day of placing your order.

All estimated delivery times could be affected should your parcel be very heavy or if delayed by customs entry procedures.

Depending on where you live, there may be a customs charge upon entry to the country. Additional charges for customs clearance must be borne by the recipient.

FREE EUROPE/WORLDWIDE DELIVERY FOR ORDERS OVER £100 (Europe 5-10 days. Outside of Europe 7-12 days)

Delivery Type

Cost

Service

Service Description (Normal Delivery Times)

Europe Standard Delivery on orders under £90

£11.00

International Post

Europe Mon-Fri 5-10 working days 

Worldwide Standard Delivery on orders under £90

£16.00

International Post

Outside of Europe Mon-Fri 7-12 working days

 
 

Do you charge VAT on international orders?

All prices shown on the website are inclusive of any applicable UK VAT. This means that the total price you pay us for products is always the same, regardless of whether or not UK VAT is chargeable on the sale. Therefore we are not unable to refund any VAT if you are outside the UK.

Where you have requested delivery to a EU address, the price paid for the product and the delivery service will usually include UK VAT, which will be shown on the VAT receipt that will arrive with your order.

If you are not a UK resident and you have ordered products for delivery to a non- EU address, both the products and the delivery service will normally be zero-rated, with no UK VAT chargeable on either. However, the price paid by you for the products and delivery services will remain the same as shown on the website.

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