Shipping Policy

1. Shipping Services

We use a range of domestic and international shipping providers. The available options and carrier will be shown at checkout.

2. Processing Time

Orders placed before 4:00 pm (Mon–Fri) are typically processed the same day.
Orders placed after 4:00 pm, on weekends, or on UK public holidays will be processed the next working day.

3. Shipping Rates & Delivery Estimates

Shipping charges are calculated at checkout.
Standard delivery is typically within 24 hours, while express delivery guarantees next-working-day arrival by 1 pm for orders placed before 4 pm.

4. Shipment Confirmation & Tracking

Once your order is dispatched, you will receive an email containing tracking details.

5. Customs, Duties & Taxes

Customers are responsible for any customs fees, import taxes, or local regulatory restrictions in their country.
We do not issue refunds for shipments delayed, seized, or lost due to non-compliance with local regulations.

6. Damages & Lost Shipments

We are not liable for goods damaged or lost in transit.
If your order arrives damaged, please contact the carrier directly and retain all packaging and photographic evidence.
We will assist with claims where possible, but recovery of funds cannot be guaranteed.

Returns & Refunds Policy

1. Product Returns

Returns are only accepted for items that are unopened, unused, and have a proven manufacturing defect.
Return requests must be submitted within 14 days of receipt.

Batch & Serial Number Verification:
Returned products must correspond exactly to the batch and/or serial numbers originally shipped.
Any mismatch, tampering, or removal of identifying labels will void the return and refund eligibility.

Hygiene & Cold-Chain Restriction:
Due to hygiene and product integrity standards, we cannot accept returns of sterile or temperature-sensitive products once they have left our control, unless a manufacturing defect is confirmed.

2. Refund Eligibility

Refunds are only issued for verified manufacturing defects and confirmed batch/serial matches.
Products that have been opened, used, or tampered with are not eligible for refund.

Shipping Delay Refunds:
Refunds or partial refunds for delivery delays are issued at our discretion.
If items are ultimately delivered, they remain subject to the applicable delivery fee.
We may, at our sole discretion, refund part of the delivery charge if a carrier delay occurred outside the stated delivery timeframe.

3. Refund Processing

Approved refunds will be processed to the original payment method within 7 working days of receiving and verifying the returned product.

4. Reporting Issues

All issues must be reported within 3 days of receipt, including clear details and photos where applicable.

5. Shipping for Returns

Customers are responsible for return shipping costs.
We strongly recommend using a trackable service, as we cannot guarantee receipt of returned goods.

6. Exchanges

We only replace items if they are defective or damaged.
To arrange an exchange, contact info@fillerface.co.uk.

7. Order Cancellations

Orders may be cancelled only before dispatch.
Once shipped, standard return conditions apply.

These terms do not affect your statutory rights under the Consumer Rights Act 2015.