FAQ – frequently asked questions

 

Coronavirus (COVID-19) Update

We will continue normal business hours and will endeavour to maintain good stock levels and deliver orders on time, but please be aware that some delays may occur over the coming weeks.

Holistique are a small online only store, with minimal contact except postal services and stock deliveries, rest assured we are following all recommended guidelines.

Please be advised our cut-off time for orders is now 14:00 daily, subject to change in response to crisis, by request of our Royal Mail office, thank you for understanding.

Due to current COVID crisis, there may be delivery delays beyond our control, we are unable to refund or resend parcels delayed until a minimum of 14 days has passed beyond the original due date.

FAQ: Can customers catch coronavirus from the mail?
Public Health England has advised that there is no perceived increase in risk of contracting the new coronavirus for handling post or freight from specified areas. From experience with other coronaviruses, Royal Mail know these types of viruses don’t survive long on objects, such as letters or parcels. Find up-to-date information on the Royal Mail website.

FAQ: Coronavirus: changes to Royal Mail Delivery service

For health information and advice, read pages on coronavirus. Learn about the government response to coronavirus on GOV.UK.

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Contact Holistique
Should you have any queries or requests please drop us a line at hair(at)holistique.co.uk or use our contact form. We try to respond as quickly as possible within normal business hours Monday to Friday.

Discrete Packaging
Your privacy is our priority. We ship all orders anonymously, the only reference to Holistique on outer packaging are postal/return address labels, which must be applied for security.

Normal UK Delivery
Orders are processed and scheduled 7 days a week. Orders received week days (Mon-Fri) before 14:00 and Saturday before 9:00 will be despatched same day, and should be delivered within 12-48hrs via Royal Mail First or Second Class. UK shipping is via Royal Mail either First, Second or via Special Delivery, please choose your preferred delivery method at checkout. Delivery costs are per item/per package at current UK rates plus handling and packaging.

UK Guaranteed Next Day Delivery
Guaranteed Next Day deliveries are sent via Royal Mail Special Delivery Before 1pm. Available on orders received week days (Mon-Thur) before 14:00, please choose your preferred delivery method at checkout. Delivery costs are per item/per package at current UK rates plus handling and packaging.

EU/International Delivery
Orders are processed and scheduled 7 days a week. Orders received week days (Mon-Fri) before 14:00 and Saturday before 9:00 will be despatched same day, and should be delivered within 3-7 working days. EU/International shipping is via Royal Mail, prices are calculated at checkout based on your postal/zip code. Delivery costs are per item/per package at current Royal Mail rates plus handling and packaging.

Tracking your Order
Once your has been dispatched a tracking reference number will be supplied on your order confirmation, along with a web link to automatically track.
Please Note: Tracking numbers will become live after 17:00 on day of posting.

Returns
At Holistique we want you to be delighted every time you shop with us. If for any reason you are unhappy with your product purchase, you can return it to us in its original condition within 7 days of the date you received the item on the condition that it is unopened. All seals and packaging must be intact and we will then issue a full refund for the price you paid for the item. We do not charge restocking fees, but are unable to refund postage costs for cancelled, ordered in error or unwanted items. For your own protection we recommend that you use a recorded delivery service when returning an item. For details you can contact us on help(at)holistique.co.uk

Your Responsibilities

Correct shipping address provision.
It is your responsibility to ensure the shipping address supplied with your order is correct and will be able to accept receipt signature during normal postal working hours. If an instruction for safe place is requested, we will include your instruction on outer packaging, but unfortunately cannot guarantee Royal Mail will honour the request. Please note that Holistique accepts no responsibility for missing packages, where Royal Mail tracking shows and confirms receipt signature at the shipping address provided on your order.

On receipt of order.
Please check delivered Products within 7 days of receipt, as we will not cover any subsequent loss or destruction.

Correct usage of product/s.
Holistique accepts no responsibility for incorrect use of any product sold, or damage caused to skin or hair systems through incorrect use. If using a product for the first time, please always ensure a test patch is performed. Please read any documentation that comes with your Products carefully. It is your responsibility to use the Products in accordance with the purpose for which they were supplied.

Price
The price for each Product is quoted in pounds sterling (GBP£) and includes VAT at the prevailing rate at the date of purchase.  Every effort is made to ensure that prices are accurate. Please note that prices may alter frequently due to current US and EU exchange rate instability post-Brexit, though we aim to reduce impact of cost increases as best we can.

Payment
We must receive an authorised payment by credit card, debit card or BACS before we can process and despatch your Order. Orders are processed securely online via Stripe Credit Card or PayPal using a valid credit or debit card (currently VISA, MasterCard, Delta and Switch/Solo). We aim to debit money from your account within one working day after receiving your Order. Your credit card company may also do security checks to confirm it is you making the Order.

Special Offers and Discount Coupons
Unless stated, special offers or discount coupons issued can only be used once per checkout session, and can not be used in conjunction with any other offers. Valid coupon codes should be entered into the Coupon Code field at View Cart page, when making your purchase.

 

Holistique
The owner of this web site is Holistique Limited our registered address is 7 Hemmant Way, Gillingham, Beccles, Suffolk NR34 0LF. Registered in England and Wales No. 04470574.

Privacy &  Data Policy
Holistique will not share any personal information with third parties and will always treat any personal data that we collect in line with the 2018 General Data Protection Regulation (GDPR) guidelines. View our full Privacy Policy

Holistique is a secure website protected by SSL. Credit card payment is provided and processed by PayPal to ensure security, Holistique does not store any debit or credit card details.

Marketing Communications
All new Holistique customers will be given the choice whether or not you want us to contact you about future offers, events and new Products or related activities that you may find useful.  If you are already an existing customer and you have submitted information that you dont wish us to store, is incorrect or have an enquiry relating to Privacy please email us help(at)holistique.co.uk

View our full Terms and Conditions