Returns Information

We want you to love your Beard and Bones. If something's not right, email help@beardandbones.com with your order number and the email address you ordered with. Tell us what happened and we'll sort it.

If something went wrong with your order

  • Damaged in the post or lost: send us a photo of any damage, or we'll check the tracking. Then you choose a refund or a replacement. If it's just running late, we'll keep you updated until it arrives or is confirmed lost.
  • Returned to us undelivered: if Royal Mail brings your parcel back to us, we'll refund the products and any standard delivery you paid, in full. No fees, no deductions.
  • Wrong item, missing item or incomplete kit: send us a photo of what arrived and choose a refund or a replacement. There's no need to send the wrong item back.
  • A product that fails in use (like a pump that stops working or a leaking cap): that's on us, whenever it happens. Send a photo and choose a refund or a replacement.
  • Out of stock after you ordered: we'll offer you an alternative or a refund. If it was the only item in your order, we'll cancel the order and refund it in full.
  • Damage you only spot after 35 days: tell us anyway. We'll add store credit for the item's value to your account.

If a product isn't right for you

Tried something and it doesn't suit you, whether it's a skin reaction or it just isn't working for you? Let us know what happened. We'll refund that product and you won't need to send it back; keep it or dispose of it safely. If you've had a reaction, stop using it, and if it's serious, get medical advice and tell us straight away. Our team personally reviews repeat claims (a third within 12 months) and claims of £100 or more before refunding. If it's still in its seal and simply not for you, you can return it at your own cost and we'll refund it once it arrives.

If you've changed your mind

  • You have 35 days from delivery to return products that are still in their original shrink-wrap seal (gift sets and sample kits are sealed as a set). That's longer than the 14 days the law requires.
  • Return postage is at your cost.
  • Tell us within 14 days of delivery and we'll also refund the standard delivery you paid. From day 15 to day 35, we refund the products.
  • For hygiene reasons, once the shrink-wrap seal has been broken we can't take a product back because of a change of mind.
  • We don't do direct swaps. Return the item for a refund and place a new order for the one you'd like.

How to send a return

  1. Email help@beardandbones.com first with your order number and what you're sending back. We'll confirm your return.
  2. Pack it securely and add a note with your name and order number.
  3. Send it by a tracked service to:
    Beard and Bones Returns
    c/o Fulfilment 4you
    Unit 11 Bartlett Court
    Sea King Road, Lynx Trading Estate
    Yeovil, Somerset
    BA20 2NZ
    United Kingdom
  4. Reply with your return tracking link so we can look out for it.

Your refund

We refund to your original payment method once our warehouse confirms your return has arrived, usually within 3–5 working days, and always within 14 days. After that, card, Apple Pay and Google Pay refunds usually show in 3–5 working days (up to 10, depending on your bank). PayPal refunds reach a PayPal balance the same day, or a card or bank account within about 5 working days. With Klarna, your payment plan is updated and any instalments you've already paid are refunded by Klarna. With Shop Pay Installments, your instalment plan is updated and any instalments you've already paid are refunded.

Gifts

Returns for gifts go through the person who placed the order, and any refund goes back to their payment method.

Cancelling your order (your 14-day legal right)

You can cancel your order within 14 days of receiving it, without giving a reason. Just tell us clearly, for example by emailing help@beardandbones.com. You can use the form below, but you don't have to. For hygiene reasons, this right doesn't apply to a product whose shrink-wrap seal has been broken after delivery. What we refund, and who pays return postage, is set out under "If you've changed your mind" above.

Model cancellation form (complete and return this form only if you wish to cancel)

To: Beard and Bones Cosmetics Limited, 3 Buckland House, William Prance Road, Derriford, Plymouth PL6 5WR. Email: help@beardandbones.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

Please send any products back to our returns address above, not to this address.

Your legal rights

This policy is in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. It doesn't affect them.

Beard and Bones Cosmetics Limited (company no. 14104285), registered office: 3 Buckland House, William Prance Road, Derriford, Plymouth PL6 5WR. Please don't send returns to this address.