Refund policy
Damaged or Faulty Items
If your order arrives damaged, faulty or not as described, please contact us as soon as possible.
Include your order number, photographs showing the issue, and details of the affected product or products.
We will review the issue promptly and arrange an appropriate replacement or refund at no additional cost to you. In most cases, we will not ask you to return a damaged or faulty skincare product.
Your statutory rights are not affected.
Unwanted Items and Change of Mind
Unwanted Items and Change of Mind
If you change your mind about an online purchase, you have the right to cancel your order within 14 days of receiving it. Please contact us within this period to tell us that you wish to return your order. You then have a further 14 days to return the products to us.
You may inspect the products as you reasonably would before purchasing them in a shop. However, skincare products should not be dispensed, applied or otherwise used if you intend to return them.
If a product has been handled or used beyond what is reasonably necessary to establish its nature and characteristics, and this has reduced its value, we reserve the right to make an appropriate deduction from your refund. Where use means that a skincare product can no longer be resold, the reduction in value may be substantial and could be up to the full price of that product.
You are responsible for the cost of returning unwanted products. We recommend using a tracked postal service.
This policy does not affect your statutory rights if a product is faulty, damaged or not as described.
If you are unsure which product or Elemental System is right for your skin, please use our Find Your Skin Protocol tool or contact us before ordering.
Customs, Duties and VAT
For orders delivered to the UK, any VAT collected by Ash & Alchemy will be shown as part of your order at checkout.
Depending on the value and origin of your order, additional import VAT, customs duties or carrier charges may be payable before delivery. Where these charges apply, they are normally collected directly by the courier or relevant customs authority.
Any applicable charges will be determined in accordance with UK customs and VAT rules.
If you receive a customs or import charge that you believe is incorrect, please contact us and we will help you investigate it.
Contact
For any issue with your order, please contact us directly.
We aim to respond to all order-related queries within one working day.