Placing Your Order
DPD only collect orders from us Mon-Fri and do not collect at weekends or Bank Holidays.
Orders placed BEFORE 3pm Monday - Friday (excluding Bank Holidays) will be sent out that day, depending upon item availability and payment verification.
Orders placed AFTER 3pm Monday - Friday (excluding Bank Holidays) will be sent out the following business day.
Orders placed on Saturdays and Sundays will sent out on the Monday (excluding Bank Holidays).
Orders placed on UK Bank Holidays will be sent out the following business day.
We can't be held responsible if DPD do not arrive to collect the orders.
Delivery
DPD only deliver orders from us Mon-Fri (excluding Bank Holidays)
We use a signed for and tracked delivery business service with DPD.
They only deliver Mon – Fri (excluding Bank Holidays).
Although delivery is usually within 24hrs Mon-Fri, we can't guarantee that, so please allow 24 -48 hour delivery in mainland UK before contacting us.
Please note that this option is only available for the UK only (EXCLUDING Northern Ireland, Channel Isles, Scottish Islands/Highlands, Isle of Man, Isle of Wight, Scilly Isles)
UK offshore 2 - 3 day delivery up to 28kg (Jersey, Guernsey, Northern Ireland, Scottish Islands/Highlands, Isle of Man).
IMPORTANT: If you haven't received your order within the usual delivery time or within a maximum of week of ordering, please contact us immediately.
Delivery Costs
DPD are not cheap, but they're the best. We don’t make a profit on the delivery charges, in fact we run at a loss, even when customers pay for their own delivery.
Receiving Your Delivery
We send your delivery to the address that you entered or chose when placing your order, so it's your responsibility to enter or choose the correct full address and postcode.
If you have more than one address registered on your account, please make sure that you've chosen the correct address as we can't take responsibility if you re-direct a parcel with DPD.
If you request that your parcel is left in a ‘Safe Place’ and it goes missing, we do not take responsibility for that, and we won’t replace the items or refund.
IMPORTANT: DPD make only one attempt to deliver and they notify you via text/email beforehand, so please keep an eye out for that.
If you miss or ignore the text/email from DPD and the attempt to deliver fails, DPD will return your order to us and charge us (The Wax Queen Ltd) £12, plus vat for a 'Returned Delivery Charge'.
In this instance, you will be refunded for your products only, minus the original delivery charge, the packing cost and the £12 plus vat 'Returned Delivery Charge'. This also applies to customers that were eligible for free delivery.
In the unlikely event that you haven't received your order within one week of ordering, you must contact us within that first week.
Returns
For all queries relating to the matters below, email us at wax@kimlawless.com
Defective Items: Kim personally tests wax from each batch to ensure that our products perform to the highest standard, however, if you feel that your wax is defective, contact us within 24hrs of using it. This must be a maximum of 30 days from purchase.
Important: Please do not use more than one bag or one tin of wax before notifying us of any defects or problem. Do not continue to use the rest of your order if you feel the wax is defective.
What to do: Email us the following info to wax@kimlawless.com
The batch number (a little white label stuck on the bag).
Your order number.
As much info as possible about why you feel the wax is defective.
We'll then collect the wax and send it to our manufacturers for testing. This may take up to 30 days, and if the product is found to be defective, we will issue you with a full refund or replace the items.
Items ordered in error: Products are not offered on a sale or return basis.
If products were ordered in error and we receive them back within 5 days in perfect and re-saleable condition, we will happily refund you the cost of the products only.Please note that we won't refund your original delivery charge or the return postage.
Products damaged in transit: You must email us within 48hrs of receipt of your delivery if your items are damaged in transit. We will replace the damaged items once we have assessed the damage.
For example, if you open your delivery box and find that a bag of wax has split, email us photos of the spilt wax beads that are still inside the delivery box, and a photo of the remaining beads still in the split bag. Also, send us photos of the damage to the delivery box. DPD will request this and without it, we can't make our own claim against DPD.
If your tin of strip wax has dented, this won't damage the wax in any way and you won't see the dented tin once it's inside the heater.
Missing items: If any of your items are missing from your order please contact us straight away. Always check around the room first and re-count as it's easy to make mistakes when unpacking.
Note: When the items are packed by us, we weigh the box before it leaves us and when the box reaches the depot, DPD weigh the box again and record it on their records. That way, it’s clear for us and DPD to identify if any items were missing. If they were, we’ll send them out to you asap.