WHAT IS AN ONLINE ORDER?

An online order is processed once payment has been accepted by The Gentler. The Gentler reserves the right to refuse orders placed by customers involved in any previous problems involving payment. The Gentler also reserves the right to request any necessary information from the customer, such as proof of identity or proof of address. If the customer does not respond within 5 days, their order will be automatically cancelled. The Gentler is only committed to carrying out received orders if stocks allow it.

DELIVERY - HOW LONG DOES A DELIVERY TAKE?

Expect 3 - 5 working days for your delivery. If you have not received your order after 5 working days, please login to your account and visit the Orders page which will show all your recent orders. You will then be able to select the relevant order and choose to track the parcel through the Royal Mail website (or click on the tracking code included in your order confirmation email). For our UK express service, provided by Royal Mail Special Guaranteed by 1pm, expect a delivery up to 2 working days (please note if an order for an express UK delivery is done after 1pm on that day, we won't be able to post the parcel before the next morning). Please note if an order is placed after 1pm on a Friday it will then not be dispatched until the following Monday and the applicable working days delivery time will then apply.

DELIVERY options & charges.

how to track my order?

You can track your order by login to your account and visit the Orders page which will show all your recent orders. You will then be able to select the relevant order and choose to track the parcel through the Royal Mail website www.royalmail.com/track-your-item (or click on the tracking code included in your order confirmation email). If you are still unable to track your order please contact us on contact@hackskincare.co.uk with your order number and we’ll get back to you as soon as possible.

an item that has arrived is damaged.

In the unfortunate event that an item has been delivered to you damaged, please e-mail our customer service team at contact@thegentler.co with your name, order number, the name of the product and a photo of the damaged item and we’ll respond as soon as we can! We’d like to apologise for your inconvenience.

can I change my delivery address after ordering?

It is impossible to change any details on orders once you have received confirmation. If the parcel is undeliverable, it will be returned to us and we are then able to redeliver to your amended address.