Returns & refunds policy
We want you to love your Avance Esthetique products. If something isn’t right, here is how we will put it right.
1. Changing your mind – 14 days to cancel
You can cancel your order for any reason within 14 days of the day you receive it. To cancel, email info@avancesthetiqueskincare.com with your name and order number, stating that you wish to cancel. You then have a further 14 days to send the products back to us.
Products must be unopened and still sealed. For health and hygiene reasons, skincare products that have been opened or had their seal broken after delivery cannot be returned for a change of mind. This does not affect your rights if a product is faulty.
Unless the item is faulty or we sent you the wrong product, you will need to pay the cost of returning it. We recommend using a tracked service, as returns remain your responsibility until they reach us.
2. Your refund
Once we receive your return (or you provide proof that you have sent it), we will refund you within 14 days, to the original payment method. If you cancel your whole order, we will also refund the standard delivery charge you paid. If a returned product shows signs of use or has been opened, we may reduce or refuse the refund.
3. Faulty, damaged or incorrect items
If your product arrives damaged, leaking or faulty, or we send you the wrong item, please email info@avancesthetiqueskincare.com with your order number and a photo – ideally within 48 hours of delivery, so we can resolve it quickly. We will offer you a replacement or a full refund, including delivery costs, and we will cover the cost of any return.
Your statutory rights under the Consumer Rights Act 2015 are not affected: you are entitled to a full refund for faulty goods reported within 30 days of delivery, and to a repair, replacement or refund after that.
4. If a product doesn’t suit your skin
Everyone’s skin is different. We recommend patch testing every new product behind the ear for 24 hours before first use, and introducing one new product at a time. If you experience a reaction, stop using the product straight away and seek medical advice if needed. Please also let us know – we would like to help you find a better product for your skin, and we look at every case individually.
5. Lost parcels
If your order has not arrived within 5 working days of dispatch, please see our shipping policy. We will track your parcel and arrange a replacement if it has been lost.
6. Where to send returns
Please email us before sending anything back, and we will confirm the return address and your returns reference.
7. Contact us
Email info@avancesthetiqueskincare.com, call +44 203 488 9718 or WhatsApp +44 7977 442 042.
Avance Esthetique Skincare is a trading name of East London Beauty Academy Ltd, registered in England & Wales, company no. 06552082, 124–128 City Road, London EC1V 2NJ.