Delivery & Returns
We want your experience shopping with Soni Skincare to be as easy as possible. Here you will find everything you need to know about how we deliver your order and how to return it if needed.
◯
Free Delivery
On orders over £200
◆
Standard Delivery
3–5 working days
✦
Europe Delivery
7–10 working days
◯
Free Returns
Within 30 days
All orders are dispatched from our UK fulfilment centre. We aim to process and dispatch orders placed before 2pm on the same working day. Orders placed after 2pm or at weekends will be dispatched the next working day.
| Delivery Option |
Estimated Timeframe |
Cost |
| Standard UK Delivery |
3–5 working days |
£6.00 |
| Free Standard UK Delivery |
3–5 working days |
FREE on orders over £200 |
| Europe Standard Delivery |
7–10 working days |
£12.99 |
| Free Europe Delivery |
7–10 working days |
FREE on orders over £100 |
Please note: Delivery timeframes are estimates and not guaranteed. During busy periods such as sale events or Bank Holidays, orders may take slightly longer to arrive. You will receive a dispatch confirmation email with tracking information once your order has been sent.
Tracking your order: Once your order has been dispatched, you will receive an email with a tracking number. You can use this to follow your parcel’s progress directly on the courier’s website.
We want you to be completely happy with your purchase. If for any reason you are not satisfied, we offer a straightforward 30-day returns policy on all unopened products.
Our returns policy: You have 30 days from the date of delivery to return any product to us, provided it is in its original, unopened and undamaged condition. We are unable to accept returns of products that have been opened, used or are not in their original packaging for hygiene reasons.
Opened products: Due to the nature of skincare products and for hygiene reasons, we are unable to accept returns of opened or used items unless they are faulty or damaged upon arrival. If you have received a damaged or incorrect item, please contact us within 48 hours of delivery.
How to Return an Item
2
Pack your item securely
Re-pack the item in its original packaging where possible, ensuring it is well protected for transit. Include a note inside with your name, order number and reason for return.
3
Send it back to us
Return your parcel to the address we provide. We recommend using a tracked service and keeping your proof of postage, as we cannot be held responsible for items lost in transit.
4
Receive your refund
Once we have received and inspected your return, we will process your refund within 5–7 working days back to your original payment method. You will receive a confirmation email when your refund has been issued.
Refunds are processed back to the original payment method used at checkout. Please allow the following timeframes after we have confirmed your refund:
| Payment Method |
Refund Timeframe |
| Credit / Debit Card |
5–7 working days |
| PayPal |
3–5 working days |
| Apple Pay / Google Pay |
5–7 working days |
| Bank Transfer |
5–10 working days |
Original delivery charges: Original delivery charges are non-refundable unless the return is due to a fault on our part (wrong item sent, damaged product, etc.).
We take great care in packaging every order but occasionally products can be damaged in transit. If you receive a faulty, damaged or incorrect item, please follow these steps:
- Contact us within 48 hours of delivery at info@soniskincareclinic.com
- Include your order number, a description of the issue and clear photographs of the damaged item and packaging
- Do not discard any packaging as this may be required for a courier claim
- We will arrange a free collection and either send a replacement or issue a full refund — whichever you prefer
Your rights: Your statutory rights under the Consumer Rights Act 2015 are not affected by our returns policy. If a product is faulty, you are entitled to a repair, replacement or full refund regardless of whether the product has been opened.
If you need to cancel an order, please contact us as soon as possible. Once an order has been dispatched it cannot be cancelled — you will need to wait to receive it and then follow our standard returns process.
- Orders can be cancelled free of charge before they have been dispatched
- Contact us immediately by phone on 0116 366 6007 for the fastest response
- You also have the right to cancel within 14 days of receiving your order under the Consumer Contracts Regulations 2013 (the UK’s distance selling rules)
How will I know when my order has been dispatched?
You will receive an automated dispatch confirmation email as soon as your order leaves our warehouse. This email will include your tracking number and a link to track your parcel with the courier.
Can I change my delivery address after placing an order?
If your order has not yet been dispatched, we may be able to update the delivery address. Please contact us immediately on
0116 366 6007. Once an order has been dispatched we are unable to change the delivery address.
What happens if I miss my delivery?
If no one is available to receive your parcel, the courier will usually leave a card and either attempt re-delivery, leave the parcel with a neighbour, or take it to a local collection point. Details will be on the card left by the courier. Check your tracking link for the latest update.
Do you offer free returns?
We do not currently cover the cost of return postage unless the item is faulty, damaged or incorrect. We recommend using a tracked, signed-for service and retaining proof of postage. Return postage costs will be deducted from your refund unless the return is due to our error.
Can I exchange a product for a different one?
We do not offer direct exchanges at this time. If you would like a different product, please return the original item (if eligible) and place a new order for the item you would like. Contact us and we will do our best to help.
What if my product causes a skin reaction?
We strongly recommend patch-testing any new skincare product before full application. If you experience a reaction, stop using the product immediately. Unfortunately, we cannot accept returns of opened products for safety and hygiene reasons. Please consult a medical professional if the reaction is severe. Our clinicians at
Soni Skin Care Clinic are also available for advice.
I have not received my refund yet — what should I do?
If more than 10 working days have passed since you received your refund confirmation email and you have not seen the funds, please first check with your bank or card provider as processing times can vary. If you are still having issues, contact us at
info@soniskincareclinic.com and we will investigate.
