At The Formulary, we aim to dispatch orders quickly, securely and with reliable tracking. If you need to return an order, we also want the process to be straightforward.

UK Delivery

We endeavour to dispatch all orders within one working day of receiving your order.

Smaller parcels are normally sent using Royal Mail Tracked 48, while larger or heavier consignments are normally sent by Parcelforce. Tracking information will be provided once your order has been dispatched.

Please note that our one-working-day target relates to dispatch, rather than guaranteed delivery. Delivery times after dispatch are determined by the carrier and may occasionally be affected by circumstances outside our control.

Delivery Charges

Delivery charges are calculated according to the size and weight of your order and are shown during checkout before payment.

Incorrect Delivery Addresses

Please check your delivery address carefully before placing your order. Orders will be dispatched to the delivery address supplied by the customer at checkout.

If you provide an incorrect or incomplete delivery address, please contact us as soon as possible. If the order has not yet been dispatched, we will endeavour to correct the address.

Once an order has been dispatched, we may be unable to change or redirect it. Where an order cannot be delivered because an incorrect or incomplete address was supplied by the customer, the customer may be responsible for any additional delivery or return charges reasonably incurred.

If the parcel is returned to us, we will contact you to arrange redelivery or, where appropriate, a refund. Any refund or deduction will be made in accordance with your statutory rights.

Damaged, Missing or Incorrect Orders

We take care when packing orders, but if something is wrong when your parcel arrives, please contact us as soon as possible.

If an item is:

• damaged
• defective
• leaking
• incorrectly supplied
• not as described

please retain the product and its packaging and contact us with your order details.

Photographs of the goods and packaging may help us resolve the matter more quickly.

If your parcel appears to have been lost in transit, please contact us so that we can investigate the delivery with the carrier.

Your statutory rights are unaffected.

Your Right to Cancel

If you are purchasing as a consumer online, you normally have the right to cancel your order without giving a reason.

You have 14 days from the day after you receive your goods to tell us that you wish to cancel.

Once you have notified us of your decision to cancel, you then have a further 14 days to return the goods.

The statutory cancellation period for goods is set out in the Consumer Contracts Regulations 2013. Legislation.gov.uk

You can notify us by contacting us through our Contact Us page, by email, or by using the Model Cancellation Form at the bottom of this page.

You do not have to use the form, provided you clearly tell us that you wish to cancel the order.

Condition of Returned Goods

Because many of our products are cosmetic raw materials, we need to protect the integrity and safety of returned ingredients.

Where you are returning goods because you have changed your mind, products should wherever possible be:

unused, unopened, in their original packaging and with any seal intact.

You are entitled to inspect goods in much the same way as you reasonably could in a shop.

However, where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics or functioning, and this has reduced their value, we may be entitled to make an appropriate deduction from the refund.

Opened or Unsealed Products

Some products may not be suitable for return once their packaging or seal has been opened, particularly where the product is sealed for health protection or hygiene reasons.

This is especially relevant to cosmetic raw materials where opening the package may compromise product integrity or make the ingredient unsuitable for resale.

This restriction does not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.

Returning Your Order

Please contact us before returning your order and provide your:

order number, name and details of the products being returned.

We will provide return instructions.

Where you are returning goods because you have changed your mind, you are normally responsible for the cost of returning them.

We recommend using a suitable tracked service or obtaining proof of postage.

Please package goods securely. Returned ingredients should be protected from leakage, contamination and damage during transit.

Refunds

Once returned goods have been received and checked, we will process any refund due using the original payment method.

For a valid statutory cancellation, refunds will be made within the applicable legal time limits.

Where required by law, we will also refund the cost of our standard delivery service.

If you selected a more expensive delivery option than our standard service, we are not required to refund the additional cost of that upgraded service.

Faulty or Damaged Goods

The cancellation provisions above do not limit your rights where goods are faulty, damaged, incorrectly supplied or not as described.

If there is a problem with a product, please contact us before disposing of it. The law does not provide for a customer to receive a refund and keep or dispose of the goods.

We may ask for photographs or other information so that we can investigate the problem properly.

Your statutory consumer rights remain unaffected.

Business Customers

Statutory consumer cancellation rights generally apply to individuals purchasing as consumers.

Orders placed wholly or mainly for business purposes may be subject to different rights and contractual terms.