SHIPPING & RETURNS

Order Processing

All orders are processed within 1–3 business days (excluding weekends and holidays). Once your order has been processed, you will receive a confirmation email with tracking information.

1. DELIVERY

1.1. The Products will be delivered to you at the address you provided during the order process which may be an address other than the billing address, but please note that extra documentation may be needed to comply with such orders. We may where appropriate and at our option, deliver all or part of the services, to the email address you supplied on registration or such other email address that we agree to use to communicate with you.

1.2. We employ professional carriers. Nevertheless, you must examine the goods on arrival. If you are asked for your signature on delivery, you must examine the goods before signing for it.

1.3. All goods must be signed for by an adult aged 18 years or over on delivery.

1.4. Any dates quoted for delivering the goods and/or completing performance of the service are approximate only. If no date is specified then it will take place within 30 days or a reasonable time of the date of the Confirmation Notice, unless there are exceptional circumstances.

1.5. We shall not be liable for any delay in delivering the goods and/or completing performance of the service, however caused.

1.6. The Products may be sent to you in instalments.

1.7. For Christmas deliveries, we recommend that you check our Website for the last date of delivery. We will endeavour to dispatch all goods that are in stock within 24 hours. However, we cannot guarantee delivery by 24th December.

2. RISK AND TITLE

2.1. The goods will be at your risk from the time of delivery.

2.2. Ownership of the goods will only pass to you when we receive full payment of all sums due in respect of them including the cost of delivery (in the case of goods).

3. CANCELLING YOUR CONTRACT AND RETURNS

3.1. Cancelling before receiving a Confirmation Notice.

3.1.1. You may cancel your order for the Products at any time prior to your order being processed (orders are normally processed on the same day that they are made). Please contact us in writing to le Is know about the cancellation by sending an email to hello@insitu.me. Your cancellation notice must quote your name, address, the name or a description of the goods and photos of the damaged goods

3.2. Cancellation after receiving a Confirmation Notice.

3.2.1. Orders are made to your specification and/or personalised by you, consequently you may not cancel the order once the order has been processed unless it is found to be faulty. We do not offer refunds on any custom made or personalised items unless it is found to be faulty.

3.3. Damaged, faulty or wrongly delivered goods

3.3.1. We will offer you a refund of the full purchase price, including the cost of delivery for sending the goods to you, and the cost incurred by you in returning the goods to us, if it:

3.3.1.1. Has been damaged on delivery

3.3.1.2. Is in a faulty condition

3.3.1.3. Has been delivered to you in error

3.3.2. provided that you return the goods to us and we are reasonably satisfied that the goods have not suffered damage after delivery or have not been misused or used other than in accordance with the instructions or the problem is not due to normal wear and tear.

3.3.3. Alternatively, at your option, instead of a refund (and subject to returning the goods as required under this clause) we will replace the goods with the same or a similar product (subject to stock availability).

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3.3.4. In order to claim a refund or replacement item please send us a cancellation notice as soon as you become aware of a problem and no later than 7 days after receipt or the fault developing by email to info@insitu.me. Your cancellation notice must quote your name, address, the name or a description of the goods, a brief description of the problem, fault or damage and your order reference

3.4. Incorrectly priced or described goods and services

3.4.1. Whilst we try and ensure that all the information on our Website is accurate, errors may occur. In the unlikely event that the price and/or description of an item listed on the Website has been incorrectly advertised, we will not be under any obligation to sell or provide those goods and services to you.

3.4.2. If we discover the error before sending you a Confirmation Notice we will at our discretion, either reject your order and notify you of such rejection, or inform you as soon as possible and give you the option of cancelling your order or reconfirming it at the correct price and/or description. If we give you the option of cancelling your order or reconfirming it at the correct price and/or description but either cannot contact you or do not receive your response within 14 days of sending you notification (whether or not you receive it), we will reject your order.

3.4.3. If we discover the error after sending you a Confirmation Notice we may, at our discretion and without incurring any liability to you, cancel the Contract provided that the error is, in our reasonable opinion, obvious and unmistakable and could have reasonably been recognised by you. We will notify if we cancel the Contract.

3.4.4. If your order is cancelled or rejected and you have already paid for the Products, you will receive a full refund in accordance with clause 12.7. 12.5. Delivery by instalments

3.5.1. The Products may be sent to you in instalments. You may cancel the outstanding part of your order and receive a refund, if you have already paid, of the purchase price of the outstanding Products in accordance with clause 12.7. 3.6. Processing refunds for Goods

3.6.1. We will examine any returned goods and will notify you about your refund or replacement item via email within a reasonable period of time. We will usually process a refund or delivery of a replacement item as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you are entitled to it. Refunds will be made by crediting the payment card or electronic payment account you used to purchase the goods.

3.6.2. We reserve the right to refuse to issue a refund or replacement and to recover the cost of returning or collecting the goods in the event that the goods are found to have suffered damage after delivery or have been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear or if the goods have not been returned with its original packaging.

This does not affect your statutory rights.

4. COMPLAINTS

4.1. If you have a comment, concern or complaint about any Products you have purchased from us, please contact us via email at hello@insitu.me or by post at In Situ Cosmetics LTD 20 - 22 Wenlock Road, London N1 7GU.

Estimated delivery times:

Domestic orders: 3–7 business days after shipment

International orders: 7–21 business days after shipment

Please note that delivery times may vary due to carrier delays, customs processing, or high-demand periods.

Shipping Locations

Insitu Cosmetics currently ships to the UK, Europe and the US. International customers are responsible for any customs duties, taxes, or fees imposed by their country.

Lost or Delayed Packages

Insitu Cosmetics is not responsible for delays caused by the shipping carrier. If your package is marked as delivered but cannot be located, please contact the carrier directly. For further assistance, reach out to us at hello@insitu.me

Returns & Exchanges Policy

Due to the hygienic nature of cosmetic products, all sales are final. We do not accept returns or exchanges on opened or used items.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery with:

Your order number

A description of the issue

Clear photos of the product and packaging

Once reviewed, we will offer a replacement or refund if the issue is confirmed.

Non-Returnable Items

Opened or used products

Sale or promotional items

Gift cards (if applicable)

Refunds

Approved refunds will be processed back to the original payment method within 5–10 business days, depending on your bank or payment provider.

For any questions regarding shipping or returns, please contact us at:

Email: hello@insitu.me

Website: https://www.insitu.me