Service Terms and Conditions

Cancellation Policy

In the event you need to cancel your appointment, we respectfully request at least 24hrs notice for your appointment and 72hrs for packages/groups.  Any cancellation or reschedule made less than this could result in a cancellation fee. Bookings can be amended or cancelled online up to 24hrs in advance of your appointment.  In the event of a true, unavoidable emergency, all or part of your cancellation fee may be applied to future bookings.  Deposits may be required for selected treatments, parties, packages or group bookings.

In the event you are going to be late for your appointment, we respectfully ask you to contact our customer service team at your earliest opportunity who can assist

Queries

For any queries or questions, please have your order number ready (available from your order confirmation email). If you do not have this, we will require your full name, email address and order date to investigate further.

Gift Cards

Our e-Gift Cards are processed automatically and you can expect them in your inbox within 1 hour of placing your order. If you are having trouble locating your e-gift card please remember to check your junk folder. If you have any further issues with this please feel free to contact our customer service team on customerservices@purespauk.com who will be happy to help. 

If you wish to purchase a physical gift card rather an e-gift card please be aware that this is not an automated service and requires our dedicated team to manually process each gift card. Gift Cards are processed Monday to Friday 9:00 AM to 5:30 PM. Hence, those placed on a Saturday and Sunday will not be processed until Monday. 

Please note: Limited-time special offers are only available as e-Gift Cards (i.e. our Top to Toe Spa Experience). 

Order Confirmation

Upon making a transaction, you will receive a receipt of your purchase. Please note: This is not your e-Gift Card. This also acts as a valid VAT receipt for businesses. 

If we are unable to fulfil your order following this acknowledgement (i.e. out of stock), we will contact you by email or telephone advising you of this.

Deliveries

Deliveries can be made within the UK and to rest of the world. We will deliver the merchandise in accordance with the delivery option selected by you. Whenever referred to, working days exclude Saturday, Sunday and Bank Holidays. Any delivery timescales are indicative only based on Royal Mail's guidelines.

Upon delivery of the merchandise to you, we will provide you with sufficient information to enable you to exercise your statutory right of cancellation or to return or exchange your merchandise. For further information please see the returns and the cancellation right sections within the general terms and conditions. 

Online Returns Policy

You are able to correct errors on your order up to the point at which you click on 'confirm order' on the final page of our ordering process. If you do discover any errors, please contact us as soon as possible.

Retail returns must be made within 14 days for unwanted goods and 30 days for faulty/damaged good for a full refund, without citing the reason for the return. The item must be returned unopened, unused and in good conditionIf the item was incorrect or faulty, we will refund your shipping/return costs too. 

We do not refund gift cards.