SHIPPING AND RETURNS
Due to the current global COVID-19 situation, shipments may experience some delays, but please rest assured your order will still be delivered to you. We appreciate your patience in these difficult times.
We are closely following official regulations to ensure we are prioritising the well being of our customers, as this is of utmost importance to us. Where possible, we are working from home and legally secured registered converted facilities in the United Kingdom and at offices in Kenya, Sri Lanka, Nigeria, Jamaica, Bangladesh and Pakistan. Our internal operations are following strict safety protocols that are implemented to protect the well being of those involved in our cosmetic handcrafting and packaging. These precautions may result in a slightly longer dispatch time than we usually deliver, but we will do our utmost to ensure that all orders get to you as soon as possible.
We recommend monitoring your local postal service for up-to-date information on deliveries in your local area, as these vary from region to region. Please feel free to reach out to us if there are any concerns about any order in transit.
1. All orders are processed and dispatched within 24 hours of receiving them. Where there is a delay in the supply of product orders, we will inform you as soon as possible.
2. Orders will be sent to the delivery address provided on your order form. We cannot be held responsible if that delivery address is incorrect.
Flat Rate fee of £ 4.00
DHL Express (2-3 working days)
Flat Rate fee of £ 9.00
Tracked International Service with DHL Express (5-7 working days)
Rest of World delivery
Flat Rate fee of £17.80
Tracked International Service with DHL Express (5 -10 working days)
Orders are processed for delivery on working days only (Monday to Friday, excluding UK Bank Holidays). All orders placed before midday are processed that day, if your order is placed after midday, they will be processed the next working day.
Delivery times and services vary from country to country.
UK (excluding the Scottish Highlands, Northern Island, offshore & Channel Islands): 2-5 working days via DHL Express
EUROPE: All other European Countries 5-7 working days via DHL Express.
ALL OTHER COUNTRIES: We dispatch via DHL Express and delivery usually takes 3-5 working days but please allow up to 10 days due to COVID-19 related delays.
Please note that Midnight Roots is not able to provide a refund or offer a new order within 14 days for European orders and 21 working days for All Other Countries orders from the dispatch date.
CUSTOM CHARGES & VAT
If your order is being shipped outside the European Union, your purchases may be liable for charges and taxes that you will need to pay directly. If you do not pay this will delay your delivery.
We aim to deliver world-class value with your order. However, if for any reason you are not happy with our products we will offer you a refund, exchange or replacement on all goods returned to us within 30 days of your receipt of goods provided they are in their original, unopened, unused and undamaged condition. We will consider the condition of the goods being returned when making a refund. If after placing an order you change your mind, you are entitled to cancel that order within 4 hours of it being placed, subject to the goods not having already left the Midnight Roots warehouse. To cancel an order you need to contact us by email at firstname.lastname@example.org
We highly recommend that your parcel is returned with a proof of posting. We regret we cannot reimburse the cost of postage unless the items are faulty or delivered in error. We will refund or exchange your purchase instantly when received by us. Refunds will only be made to the Pay Pal credit or debit card on which the purchase was made. Your statutory rights are not affected.
Midnight Roots gives no warranty of any kind, express or implied, including but not limited to the implied warranties as to merchantability, fitness for a particular purpose and non-infringement, nor shall Midnight Roots be liable for any damages, including consequential damages of any kind that may result from the use of Midnight Roots Cosmetic products.
In the event that goods are damaged in transit please retain the goods (where damaged) and contact us immediately by email at email@example.com. We will require a photographic evidence for damaged goods within 24 hours of your receipt. We will resolve all issues within 7 working days from the date of contacting us regarding damaged items.
SENDING A RETURN
Please first notify us in writing at firstname.lastname@example.org within 14 working days of receiving your order. Please give us your customer order ID and the reasons for cancellation and or for a return. If the goods are damaged please provide photographic evidence.
Once you have received confirmation from our Midnight Roots Customer Care Team please arrange a return to the following address:
125 Holloway Head,
We highly advise you that you send your return items to us by recorded delivery, as we cannot be held responsible for returned goods that do not reach our Returns/Cancellations Facility.