Returns and Refund Policy
At a glance
- 14 day returns from the day your order arrives.
- Items must be unused and unopened, in their original packaging (hygiene rules apply to cosmetics).
- Faulty or damaged? We cover the return and replace or refund in full.
- Refunds go back to your original Viva.com payment within 5 to 10 days of us receiving the return.
Our 14 day promise
If something is not right, you have 14 days from delivery to start a return. Because we sell cosmetics, returned items must be unused and unopened, with any seals intact, for hygiene and safety reasons.
How to return
- Email info@standbrook.com with your order number and which items you would like to return.
- We reply with simple return instructions (and a prepaid label for faulty items).
- Post the items back to us in their original packaging.
- Once we receive and check them, we refund your original payment method.
Refunds
Refunds are issued to your original Viva.com payment, normally within 5 to 10 days of us receiving your return, depending on your bank. We will email you the moment your refund is processed.
Faulty, damaged or wrong items
If an item arrives faulty, damaged or not what you ordered, contact us within 14 days and we will put it right at no cost to you, with a free return and a replacement or full refund including any delivery you paid.
Non returnable items
For hygiene reasons we cannot accept the return of cosmetics that have been opened or used, unless they are faulty. This does not affect your statutory rights.
Exchanges
The fastest way to exchange is to return your item for a refund and place a new order. Email us if you would like help choosing.
Contact
Standbrook, registered in England and Wales. Registered office: Office 2478, 3 Piccadilly Place, Manchester, Greater Manchester, M1 3BN, United Kingdom. Email info@standbrook.com.