Returns & Refunds

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 if you have removed any tags or labels we are sorry but we will be unable to accept your return. 

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 investigated once investigated we will then let you know if we can accept your return or not, if your return request has been declined then we will send you an email to inform you of this reason.

All Customers will have to cover the costs of returning the item, we recommend you send this as recorded delivery as we are not liable for any returns going missing in the post. 

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 our contact form via the website please make sure you send a follow up email to us attaching your images in the email thread.

PLEASE NOTE THAT RETURN REQUESTS ARE ONLY OPEN FOR 14 WORKING DAYS AFTER RECEIVING YOUR ORDER, WE CAN NOT ACCEPT ANY RETURN REQUESTS PAST THIS TIME PERIOD.

HANDMADE/PERSONALISED: Due to these items being made specifically for you we cannot accept returns or refunds on these items. Please make sure when you are sending your personalisation details to us that they are correct and we are not responsible for any misspelt words, abbreviations or symbols. We will print your personalisation exactly how you send it to us so please make sure you double check this before submitting the details to us. 

 

REFUNDS: We will only authorize a refund if your Order hasn't been dispatched or received within our time frame stated or if your Order happens to be incorrect or damaged (this does not include damaged in transit/out for delivery.) Please remember there are absolutely no refunds on any Handmade or Personalised items under any circumstances due to the nature of the items, we would be unable to sell on something that has been personally tailored for you and this is why we are unable to refund these kind of items. 

All refunds will only be refunded for the products, you will not be refunded for the shipping costs! You will be given the option to receive your refund as a gift voucher or to your original payment method, please note we will be unable to send the refund to new banking details the refund legally has to go back to the card payment that you originally paid with. 

ITEMS THAT HAVE BEEN REFUNDED BUT WERE IN STOCK WHEN YOU 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 then be sent a refund notification email containing more information regarding the item/s were refunded. We will always endeavour to try and get hold of your items elsewhere from another one of our Suppliers first however this isn’t always possible. We understand this isn’t ideal and we sincerely apologise if this happens but rest assured this is very rare to happen.

PLEASE NOTE THAT REFUND REQUESTS ARE ONLY OPEN FOR 14 WORKING DAYS AFTER RECEIVING YOUR ORDER, WE CAN NOT ACCEPT ANY REFUND REQUESTS PAST THIS TIME PERIOD.

NEED YOUR ORDER FOR A CERTAIN DATE: Are you buying a Gift for a special occasion? If you are ordering for a special occasion ie a Birthday and need your order by a certain date to save any kind of disappointment when you order please add a note to your order for this to be prioritised and we recommend you choose a faster delivery option and not standard.

IMPORTANT INFORMATION REGARDING DELIVERY: Please note some issues may happen whilst in transit, upon receiving your order if there happens to be any issues that are very clearly a transit issue then unfortunately this is not covered in our damages or refunds policy and therefore we will not refund or accept any returns for this as we are not liable for Courier faults but in the rare occasion that this may happen we can advise you on how to claim back from the Courier. Rest assured we quality check all of our orders and package with care and protection before packaging and shipping your pretty pink parcel. 


MISSING PACKAGES: Once your order has been shipped please keep an eye on your tracking details to make sure that your pretty pink parcel is on the correct route as we are not responsible for any packages going missing. If you happen to notice that something doesn’t quite look right please contact us immediately so we can advise you on how to contact the Courier to find the whereabouts of your parcel. 

ALL CUSTOMERS: Please note that items may come separately due to having different Suppliers and not every stock delivery will be received at the same time, If your order is shipped in partial packages you will not be charged any extra for delivery. 

All we ask from you is that you kindly respect our policy and rules, we really do 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!

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