Delivery & Returns
September 23- October 16 will be our annual holidays, please note through this period orders will be dispatched twice a week Monday – Thursday.
For all telephone orders, enquiries and advise on products please call: 0333-050-8675.
Monday-Friday 10am-2.00pm, Saturdays 10.30am–12 noon.
All orders received before 2.00pm are dispatched the same day (excluding Sundays/Bank Holidays).
Delivery & Returns
UK Delivery estimated times:
Free delivery: 2-3 working days
Royal Mail 24: 1 working day
Special Delivery: 1 working day before 1pm
All orders will be sent Royal Mail 48 Hour service or 2nd Class for letter size parcels.
Royal Mail 24 tracked – £4.95
S Ireland and Europe -Tracked only £8.50
S Ireland and Europe – £12.50 International Tracked and Signed for Rest of the World £14.50 International Recorded
DHL/UPS Worldwide is available £34.00 please select at checkout
Items over 2 kilos will be sent via UPS 1-3 Day Delivery.
Refunds are accepted for , faulty unused or damaged goods.
In the unlikely event your order is damaged in transit please contact us by email firstname.lastname@example.org.
If you suspect a fault with your product on receipt please email us at email@example.com within 14 days of receiving We will then either assess the possible fault ourselves or may direct you to the respective manufacturers helpline. This initial call may prevent any unnecessary return to us saving you, the customer the return delivery cost should the product be found in full working order. In such as case will reserve the right to return the goods to you with a £10 administration charge. However if there is an obvious defect and/or under the manufacturers recommendation it needs to be returned, please notify us firstname.lastname@example.org and a returns reference will be given to you.
If a customer’s order is returned to us undelivered, we will be happy to arrange re-delivery, however the return shipping costs and redelivery costs will be the buyer’s responsibility. If the customer wishes to cancel their order once it has been returned to us, we will be happy to issue a refund if the order is cancelled within 14 days of the order date, however the actual postage costs and any return postage costs will be deducted from the total.
If a customer fails to collect or fails to arrange a re-delivery date for a parcel which Royal Mail or a Courier has attempted to deliver within 14 days of the original delivery attempt, the parcel will be returned to us. Relax UK Ltd are happy to resend the order after it has been returned to us, however because Royal Mail have attempted delivery we are unfortunately unable to resend your parcel free of charge. Postage and packaging charges will apply and need to be paid in advance by the customer before a returned order can be resent.
If a customer has provided us with incorrect or incomplete delivery details during the checkout process and the order is delayed during transit or lost, Relax UK Ltd will not be held liable and no refund or replacement will be given.
Orders will normally be dispatched on the same day they are received, provided they have been placed – and have been received by us – before 2:00pm Monday-Friday excluding public holidays. Orders will only be processed and dispatched once we have received full payment for the goods. Standard Delivery orders are sent via Royal Mail 48 items over £12.50 will be sent via Recorded Delivery – orders sent via this service are normally delivered to the customer within 1-5 working days of posting (applies to UK customers only), not including weekends or public holidays, unless otherwise stated.
Once an order has been dispatched, we are unable to control the delivery time, for any special requests to receive an order by a certain date or left with neighbours must be emailed separately to email@example.com prior placing an order to avoid disappointment. Failure to do so will not be our responsibility in the event of loss.
We regret that we cannot be held liable for delays in shipping caused by the courier/carrier.
Only orders that have not been delivered within 15 working days of posting, can be declared as “missing” or “lost”. If your order is declared as “missing” or “lost” by Royal Mail, we will be re-sending your order as soon as we have received confirmation of this from Royal Mail. Orders cannot be re-sent until we have had confirmation from Royal Mail that your parcel is “missing” or “lost”. Refunds will not be issued until we have received confirmation or compensation from Royal Mail.
All orders, must be received by us before 2:00pm Mon-Fri in order to ensure same day dispatch.
European/International customers must choose the European/International shipping option during checkout. Failure to select & pay the correct postage will delay the processing and dispatch of your order.
Tax and Customs for orders outside the UK.
From 1 July 2021, the Low Value Consignment Relief (LCVR) will end and all items entering EU countries will become liable for VAT, regardless of value.
Prices on the website are shown inclusive of UK VAT at 20%. All orders are fulfilled and dispatched from the UK. If you enter a delivery address that is outside the UK at the point of checkout UK VAT will automatically be removed and charge locally on delivery.
If your delivery address is outside of the UK, you may be required to pay import duties and taxes when your order reaches your destination country. These and any additional charges for customs clearance are your responsibility. You may be asked to pay local import duties, customs and local sales tax by the shipping provider when your delivery arrives at your destination.
Orders weighing above 2 kilo’s must unless ordered before 10.30 am will receive their item the following day (+ one day), deliveries over 2 kilos will be dispatched via UPS. UPS do not deliver at weekends.
If an order has been signed for, it will be deemed as delivered and the customer will need to contact us in the first instance, we will then offer tracking numbers so as the customer can contact their local Royal Mail delivery office or UPS directly for any disputes.
Please note, we are unable to offer refunds on personal items due to hygiene such as bath products, eye masks where the product has direct contact with the skin, unless the items are returned unopened unused.
Within 30 days of purchase, if your goods are faulty we will offer a prompt replacement or refund of the relevant components. This does not apply to faults caused by accident, neglect or misuse. A replacement will only be issued when the faulty item provided is in ‘as new’ condition and undergone an initial technical examination. We must be notified of the fault within 30 days of purchase along with proof of purchase which MUST be provided.
If your purchase develops a fault after 30 days and within its 12 month guarantee we will ask you to either return the goods to ourselves or direct to the manufacturers. We generally recommend to return goods direct to the manufacturers as this will be quicker. Any goods that are faulty will be replaced or repaired free of charge.
PLEASE NOTE: Any repairs must be accompanied by your original purchase receipt. Any goods that have a more than 12 months warranty we may apply a small administration charge to cover administration costs after the first 12 months, usually £6.50.
PLEASE NOTE: It may take up to 4-6 weeks for repairs to be undertaken, depending on the manufacturer and the problem.
Please retain the original packaging for returning your order.
You have the right to cancel your order with us, in accordance with Consumer Protection (Distance Selling) Regulations 2000. The period in which you can exercise that right is 14 working days beginning the day after your goods are received. The goods must be returned, unused with all the original packaging present within the 14 days of the notice to cancel. Returns postage charges will not be paid by Relax UK Ltd. We reserve the right to have the goods inspected by a technician prior to replacement or refund.
Refunds are accepted for, faulty unused or damaged goods.
Prices shown are the price you pay, unless individually specified. On almost all our products, there is no postage, shipping, handling or other costs within the UK mainland. For the larger items we have to charge postage and the price will be clearly specified within that particular product’s description. We can accept payment in UK pounds, euros or US dollars. We aim to dispatch orders the same day, if your item has more than a 5 day delay we will notify you. You will always be emailed with confirmation of your order.
Overseas orders may incur Tax/Duties which we will not be responsible for and will aim to keep pricing accordingly.