Popular Questions

Delivery

Returns

My Order/Account

Shopping With Us

Everything Else

Customers outside the UK

Do I need to be home when my order is delivered?

Your order will be dispatched via Royal Mail or DPD. You will find this information on your dispatch email.

If your order is being dispatched via Royal Mail, although a signature is not usually required the parcels are sometimes too large to fit through the letterbox so someone will need to be present to take your order. If this is not possible, Royal Mail will put a card through your door advising that your parcel is awaiting collection from your local depot. Unfortunately, we are not able to pass delivery instructions to Royal Mail if you wish your parcel to be left in a safe location or with a neighbour. 

Royal Mail are currently trialling a 'delivery to neighbour' service where if you are not home to accept delivery, your parcel will be left with a neighbour and you will receive a card through your letterbox. For more information on this service please visit http://www.royalmail.com/delivery-to-neighbour.

If your order is being dispatched via DPD your parcel will require a signature. In order to stop you waiting in all day for your order, DPD will email and text you (if you supply your mobile number) on the morning your order is dispatched with a specific one hour delivery window. If you decide that this time is not convenient, you can use email or text to simply change the delivery date. 

If DPD attempt delivery and no one is present, a card will be left at the delivery address and the item will be taken to the nearest DPD depot. Using the details on the card you can contact the courier and request a second delivery attempt or collect the item from the depot. You can do this via the DPD website or by contacting them on 08445 560  560. For security reasons, they will not be able to leave the parcel without obtaining a signature. DPD provides easy tracking with proof of delivery for your peace of mind.

If your delivery address is outside the UK, please see our 'Overseas customers' FAQ section.

Can I track my delivery?

If your order has tracking details, you will find this information on your order dispatch email. If this information is not on your dispatch email, there is no tracking number available. However, if you advise your local delivery office of your name and delivery address they will be able to confirm if your parcel is being held.

How are my goods packaged?

We take great pride in the way we package your order. For the majority of our orders we use a simple, yet strong, external box with the gaps around the product filled with environmentally friendly recycled craft paper.
 
Robust and small products are sent in jiffy bags to reduce waste and costs.

Do you offer a nominated day or guaranteed Saturday service?

We understand how important it is to receive your order quickly, especially if you have purchased your luxuries for a gift or special occasion.
 
Currently we do not offer a nominated delivery or Saturday service. However, we do offer a next working day delivery service using DPD couriers, who will deliver orders placed before 14:00 to any UK location by 18.30 the next working day - perfect for those last minute purchases.
 
When you use the 24 hour service with us you will receive an email of the morning of your delivery with an estimated hourly window to let you know when to expect your order to arrive.

Has my order been dispatched?

We will always email you to let you know when your order has left Percy & Reed HQ, giving you peace of mind that your essential luxuries are on the way.
 
Of course if your email has been lost in cyber space (or you delete it by mistake) you can check the status and estimated delivery of your existing order at any time, by using the My Account page.
 
Please login to My Account and click on view my order to see the latest information we have.

When will I receive my order?

Most of our UK orders arrive within 3-5 working days, or even sooner if you have opted for express or next working day delivery. Please note that orders are occasionally delayed due to bank and public holidays, and it is recommended to allow extra time for your order to arrive during these periods.
 
The time scales for international orders can be seen here.
 
To check the status and estimated arrival date of your order, please login to My Account and view My Recent Orders for the most up to date information available.
 
If your order has been dispatched and you haven't received it, and it is past its estimated delivery date see I haven't received my order?.

Why haven't I received my order?

We do, on the odd occasion, experience delays with the service provided by Royal Mail and orders arrive later than intended. We understand how frustrating this can be, and for this we sincerely apologise.
 
Royal Mail
If you have experienced a delay with your order, please follow our step-by-step guide:
 
 
Step 1:
Login to your account and determine when your order was dispatched and how it was dispatched. Royal Mail advise the following timescales for delivery after dispatch:
  • Express: Estimated 1-3 working days 
  • Standard: Estimated 3-5 working days 
  • European Airmail: Estimated 3-5 working days
  • Rest of World Airmail: Estimated 5-7 working days.
Step 2:
If your order has not arrived by the due date calculated in Step 1 above, before contacting us, please contact your local Royal Mail Collection Depot as calling cards are not always left.

If a calling card has been left you can arrange a redelivery here.

Step 3:
If your local Royal Mail Collection Depot are unable to advise you of the location of your parcel, we need to allow a defined period before we can consider the order lost. Orders are delayed within Royal Mail for many reasons.
  • For Express Delivery Orders - We will need to allow a further 3 working days past the last estimated arrival date before we can consider the order lost.
  • For Standard Delivery Orders - We will need to allow a further 5 working days past the last estimated arrival date before we can consider the order lost.
  • For Europe Orders - We will need to allow a further 10 working days past the last estimated arrival date before we can consider the order lost.
  • For International Orders - We will need to allow a further 15 working days past the last estimated arrival date before we can consider the order lost.
Step 4:
If your item still hasn't arrived by this date then please get in contact with us again so we can help locate your order. Please have your order number ready to assist us with your enquiry. 99.7% of all our orders get delivered within the timescales we specify, however we will do our very best to resolve any problems as swiftly as possible.
 
DPD
If DPD are delivering your order then you can see up-to-date information on your order in the My Account area. If you need to contact DPD to arrange a redelivery or collection from a depot their contact details can be found here. You will need your order tracking number which is located in My Account.

Do you offer next day UK delivery?

Yes, we offer a next working day delivery service on orders placed before 14:00. Our only exception is Friday, when our next day service will not arrive until the following Monday. The courier we use for this signed-for service is DPD and requires someone present to receive the delivery.

The benefits of our 24 hour delivery service are:

  • We will email you on the morning of your delivery with a 1 hour estimated delivery slot so you don't have to wait in all day.
  • We offer a full track and trace service so you can see the location of your order at any point.
  • Our 24 hour service provides proof of delivery as standard.
If nobody is present to take delivery of your parcel on the agreed delivery date then DPD will take the parcel back to their depot. DPD will automatically make a second attempt to redeliver your parcel on the following working day. After this you will be asked to nominate a convenient day on which you would like the goods redelivered or you may choose to collect the goods from the depot.
 
If you do not give us or the courier any notice of what you would like to do with the parcel after the second delivery attempt and the goods are returned to us you will incur a £5 charge.
 
Unfortunately, Saturday is not a guaranteed delivery day, and we cannot offer a guaranteed delivery for next day orders placed on a Friday.

Can I send to BFPO addresses?

We are happy to send products to shoppers in the services; however orders of this nature must abide by strict security measures.

As advised by Royal Mail, please list the destination country as the UK, not the actual country destination.

Example of a BFPO address:

Address line 1: 12345678 LCPL B Jones
Address line 2: B Company
Town/City: 1 Loamshire Regt
County: The Postal Rifles
Postcode: BFPO 123
Country: United Kingdom

I am unhappy with the quality of my purchase. What do I do?

We really hope you never need to read this question but understand that sometimes this may be the case. We are sorry you are unhappy with the quality of one of our products and we'd like to help you resolve the problem quickly. The fastest way for us to help you is to contact us.

If you would like to return your beauty essentials then see returns.

Have you received my returned goods?

Percy & Reed HQ will notify you via email once we have received your return, and will process a refund within 1-3 working days. If your return is for an exchange, we will send you a new order confirmation for your reference, and confirm a date for dispatch and delivery.

I've returned my order, how long does it take for a refund?

Once Percy & Reed HQ have received your returned products you will be notified by email. Refunds are processed on the same day, and will be credited to your account within 1-3 working days. The credit in your bank account will appear as 'Koan UK Beauty'.

What is the status of my order?

To check the status and estimated delivery date of your existing order, please login to My Account and select the order to see the full status. If your order has been dispatched then the goods are with the courier or Royal Mail. If there is tracking available on your order then this will be displayed in My Account and you will be able to see where your order is in the postal system.
 
If your order is overdue then see Why haven't I received my order?.

How do I change or cancel my order?

If you would like to change your order after you have placed it then please contact us as soon as possible and we will do our best to meet your request. However if your products have already been packed it may not always be possible to cancel or change an order; in this case please see our returns information.

How do I update my personal details?

If you want to change your personal details such as address or telephone number then sign in to My Account.  If you wish to update your email address, please email the new address to customer services and they will update this for you.

What happens after I've ordered?

As soon as you have paid for your order you will receive a confirmation email detailing the delivery address and the products you have ordered. If you spot a mistake, please contact us as soon as possible.

Once your beauty essentials have been picked and carefully packed, the order will be passed to our delivery partners and sent on their way to you. As soon as we pass your order to them we will send you an email to let you know it is on its way.

I've received the wrong product, what do I do?

We're sorry you have received the wrong item in your order. At Percy & Reed HQ we pack all our products with care, and barcode scan every item as it is packed. We have also appointed two members of the team to independently check every order. However, mistakes occasionally happen and we strive to resolve any problem as quickly as possible.

 

If you find yourself in this situation, please contact  Customer Services who will do their best to resolve this for you.

My order has arrived damaged, what do I do?

We're sorry your beauty essentials have been damaged. We know lots of companies say it, but we really do take a lot of care to ensure that your order reaches you in the condition you expect. Therefore if you contact us we may ask you a few questions on how you believe the damage occurred so we can prevent it from happening in the future. Please contact our customer service team who will be happy to help resolve the problem for you.

 

Please ensure you have your order number to hand when you contact us.

My order is delayed due to an item on pre-order, what can I do?

We sometimes offer items for sale before they are in stock to meet growing demand. If we do this then you will be clearly notified before you place your order. You may place an order for one of these items in the same way as you would order other products on our site. Where possible, the estimated delivery date will be displayed on the product details page and additionally on the delivery choice page during the checkout process.
 
If you place an order that contains both pre-order and currently available items, you won't receive the order until all the items are in stock and ready, unless you choose the "Dispatch as items become available" option in the order form which will mean you will get the items that are in stock sooner. However, you will be charged a delivery charge for each additional delivery. You get to choose how you want your items delivered before you enter your card details to pay.
 

Your credit or debit card will be charged at the time of placing your order.

Can I send a gift with a message?

Yes, we do offer a complimentary gift message service with every order. To use this service you can enter a message to your lucky recipient when you go through the checkout by selecting that your order is a gift. This will allow you to enter a message.
 
When the order is selected as a gift, the cost of the products will never be shown to the recipient and is replaced with a personal gift message from you.

Are my personal details secure?

We automatically use a government strength 256 bit secure connection that cannot be decrypted by hackers. When you shop with us online nobody ever gets to see your card details as they are passed directly to your bank for authorisation and are not stored on our servers at all.

Your personal details (such as your name and address) are held on our highly secure servers and we will never give your details out to any third party.

What payment options do you have?

We take all major debit/credit cards including Switch, Discover, Solo, Visa, Visa Debit, Visa Electron, Mastercard and we now accept payment using Paypal.

We do offer the option to see prices displayed in many different currencies, however payment for our products and delivery services are always taken in pounds sterling. The currencies conversion rate is updated daily using the mid market-rates and should be used as an indicator of the price you will be charged by your bank or credit card company for paying in pounds sterling. The typical cost of transaction imposed by your bank is 1 or 2% of the price that we display.

Why can you not send aerosol items overseas?

Aerosols are classed as prohibited items with Royal Mail and most other carriers, so we are not able to ship them outside of the UK.

Can you change the invoice amount so I can avoid tax charges?

The value of the goods will be displayed on the outside of your parcel, using the internationally recognised CN22 form. We are not able to change this amount to avoid tax charges as it is illegal to do so.
 
The CN22 being clearly displayed should result in quick customs clearance.

How do I arrange a return or exchange?

We want you to be happy with your purchase so as long as we receive the returned item unopened and in a re-sellable condition within 30 days we can offer you a full refund.
 
Before you post it, please write your reason for returning on your invoice and wrap the product well in protective packaging (good old fashioned bubble wrap does the trick). Then send it to the the following address: 
 
Percy & Reed HQ Returns
Brew House
Jacob Street, Tower Hill
Bristol
BS2 0EQ
 
If you are making a return from outside of the EU it is important to mark all returns as RETURNED GOODS – FAILED SALE. This must be clearly marked on the customs information document (CN22 or CN23 which is supplied by your local post office) on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the UK and so being returned to the sender.
 
If you have paid import duty for goods received, and subsequently return the goods to us, it should be possible for you to claim a refund of duties from your local customs authority. To do this, you will need to show them proof of duty paid and proof of export (such as certificate of posting) when claiming your refund.

Should you have any further queries on duties payable/refundable, please contact your local customs authority.
 
We will refund your purchase within 1-3 working days of receiving the goods.
 
It is a good idea to obtain proof of postage when you send your item - just in case.