For The Safety & Reassurance Of Our Customers We Have Ensured Extra Hygiene Regulations In Place When Handling Your Orders. We Take Pride & Care In What We Do Here At Thornton’s VIP Beauty X TVB’s Princess Boutique. Please Do Not Enquire About Your Order Unless It Has Been Over The Time Frame Period Stated, We Work As Fast & Efficiently As We Can So Please Respect Our Working Time Frame.
For The Safety & Reassurance Of Our Customers We Have Ensured Extra Hygiene Regulations In Place When Handling Your Orders. We Take Pride & Care In What We Do Here At Thornton’s VIP Beauty X TVB’s Princess Boutique. Please Do Not Enquire About Your Order Unless It Has Been Over The Time Frame Period Stated, We Work As Fast & Efficiently As We Can So Please Respect Our Working Time Frame.
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Returns & Refunds Policy

Returns & Refunds Policy 


RETURNS: If for any reason you need to return any of your purchased goods, these will need to be returned in the original packing with all labels and tags attached along with the completed Returns Slip Form that you should have received in your order.

If you received an invoice / receipt with your order this also needs to be packaged up with the item.

If returning an item for the Beauty side of the Company please email thorntonsvipbeautycontact@gmail.com or if you are returning an item for the Boutique side of the Company please email @tvbsprincessboutiquehelp@gmail.com This must be within 48 hours of receiving your Order.

Please quote your Name and Order Number in your email and the reason why you wish to return your item/items. Please allow 48 Business hours for your return request to be accepted, if your return request has been declined then we will send you an email to inform you of this reason.

Customers will have to cover the costs of returning the item, unless it was a Company fault then we can inform you of what to do next.

FAULTY GOODS:

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you as soon as possible please email us at @thorntonsvipbeautycontact@gmail.com if it’s regarding the Beauty side of the Company or @tvbsprincessboutiquehelp@gmail.com if it’s regarding the Boutique side of the Company.

To help us get this fixed for you quickly, when you first contact us please include the following information in your email:

- Your Full Name
- Order Number
- Product Name 
- Picture/s Of The Fault
- Description Of The Fault

These details must be clear, precise and factual!

If you have contacted us through email then please make sure you have attached your images in the email thread.

PLEASE NOTE THAT RETURN REQUESTS ARE ONLY OPEN FOR 14 WORKING DAYS AFTER RECEIVING YOUR ORDER.

Hand Made to order & Personalised Items: Due to these items being made specifically for you or personalised for you or the customer, we cannot accept returns or do refunds on these.

IMPORTANT: Please note some issues may happen during whilst in transit if the issues are very clearly a transit issue then unfortunately this is not covered in our damages policy and therefore we will not refund or accept any returns, but rest assured we quality check all of our packages before packaging and shipping.

REFUNDS: We will only authorize a refund if your Order hasn't been dispatched within the time frame stated, If it’s been later than 14 - 21 Working days and you still have not received your Order (this does not include if it’s out for delivery) or if your Order is incorrect or damaged (this does not include damaged in transit/out for delivery). However if it is a Company fault then we can inform you of what to do next.


MISSING PACKAGES:

Please see our Shipping Policy for details on what to do if your package is missing, as after 20 days we are no longer liable for missing parcels.

All refunds will go back to the original payment method and legally this cannot be changed. Refunds normally take up to 10 working days depending on your bank.

We don’t authorize refunds or accept returns for personalised gifts and items or handmade to order gifts and items, Please see more information above regarding this.
 

ALL CUSTOMERS: Please note that items may come separately and all refunds will only be refunded for the products, you will not be refunded for the shipping costs!

Refunded Items That Were In Stock When Ordered:

Please note that with only being a Small Company and high volume stock requests with Suppliers if one or more of your items become unavailable in the processing stage of your order this will be refunded to you immediately and you will be sent a refund notification email containing more information regarding the refunded item/s and a reason why. We will always endeavour to try and get hold of your items elsewhere if they become unavailable during the order process but can’t always guarantee we will be able to get them therefore they will be refunded.

We will always email you with the reason as to why your item/items were refunded.

We understand this isn’t ideal and we sincerely apologise for this but to save disappointment of this when you order please add a note to your order for this to be prioritised however rest assured this is extremely rare to happen.

Any questions please contact us and a member of the Team will be happy to help. 

Please respect our Time Frames and Working hours, we strive to provide the best customer service so that all of our customers are happy but please also remember we are a Small Business and are human too thank you!🥰 


Any questions/ enquiries please email thorntonsvipbeautycontact@gmail.com or @tvbsprincessboutiquehelp@gmail.com Thankyou for your correspondence and Custom …The VIP Team💕