Terms of service
These terms apply to consumer purchases of physical goods from grahamhillcosmetics.com for delivery in the United Kingdom.
1. About us
GRAHAM HILL is operated by GRAHAM HILL COSMETICS LTD, registered in England and Wales under company number 13092280. Our registered office is 124 City Road, London EC1V 2NX, United Kingdom. Our VAT registration number is 384 1187 85.
For cancellation and returns enquiries, email office@grahamhillcosmetics.com. Our registered office is not our parcel-return address: we will email you the warehouse return address and instructions.
For general enquiries, email hello@grahamhillcosmetics.com. For complaints, email office@grahamhillcosmetics.com.
2. Placing an order
When you place an order, you are offering to buy the goods in your basket. For orders paid at checkout, we accept your order when we send you an order-confirmation email expressly confirming that we have accepted your order. A contract is formed at that point; you do not have to wait for dispatch.
An email telling you that payment is still being processed, or that you need to complete payment, acknowledges receipt of your order but does not accept it. If payment is initially pending, we will confirm acceptance separately once payment has been completed.
Choose your products, sizes and quantities and add them to your basket. At checkout, review your items, contact and delivery details, delivery option and total before submitting your order. Please correct any errors before paying. If you discover a mistake afterwards, contact us promptly; a change may not be possible once fulfilment has started. This does not affect any right you have to cancel.
We will not substitute a different product or charge an increased price without your agreement. If we cannot fulfil your order, we will explain the position and refund any amount paid for goods we cannot supply.
3. Prices and payment
UK consumer prices are shown in pounds sterling and include applicable VAT. The total price, including the selected delivery charge, is shown before you pay. Available payment methods are displayed at checkout.
Payment is normally taken when you place your order.
4. UK delivery
Standard delivery costs £3.99, with an estimated delivery window of 3–5 calendar days from order placement. Expedited delivery costs £5.99, with an estimated delivery window of 2–3 calendar days from order placement.
Orders are normally dispatched on the next working day. The delivery estimates above are counted from order placement and include processing time; they are not additional days after dispatch. Calendar days include weekends.
Delivery times are estimates, not guaranteed arrival dates. The delivery options available for your address and the applicable charge are shown at checkout.
Delivery charges apply regardless of order value. We do not currently offer free delivery. See our Delivery policy. For delivery enquiries, please contact us with your order number, if you have it.
Delivery estimates do not take away your legal rights if an order is late or does not arrive. Please contact us if there is a delivery problem. Where we arrange the carrier, goods remain our responsibility until delivered to you or someone you nominate to receive them. We do not transfer that responsibility to you simply because we have handed a parcel to the carrier.
5. Cancellation, returns and refunds
For eligible online purchases, you can cancel without giving a reason. You may tell us before delivery or within 14 days beginning the day after you, or someone you nominate other than the carrier, receives the goods; where one order is delivered separately, the period starts the day after the last item is received. After notifying us, return goods without unnecessary delay and within the following 14 days. If a statutory cancellation or return deadline falls on a Saturday, Sunday or bank holiday, it extends to the next working day.
You can use the optional cancellation form in our Returns & refunds policy or send a clear cancellation statement to office@grahamhillcosmetics.com. You do not have to wait for permission to cancel. We will email the warehouse return instructions separately.
For change-of-mind returns, you pay the direct cost of sending the goods back. Our Returns & Refunds policy explains refund timing and your rights. For a whole-order cancellation, the refund includes standard outward delivery; an expedited upgrade is not refunded above the standard delivery amount. Nothing here limits your statutory rights.
If a product is supplied with a hygiene seal and opening it makes it unsuitable for return for health or hygiene reasons, you cannot return it simply because you have changed your mind once that seal has been broken after delivery. This does not affect your statutory rights if goods are faulty, damaged or not as described.
6. Problems with your goods
The goods we supply must meet your legal rights, including being of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged or incorrect, email office@grahamhillcosmetics.com so we can help. These rights are separate from change-of-mind returns and are not removed because an item was discounted. See our Returns & Refunds policy for further information.
7. Personal information and complaints
Our Privacy Policy explains how we handle personal information. If you have a complaint about an order, please email office@grahamhillcosmetics.com.
8. These terms
The terms agreed when you place your order apply to that order. Later changes to our website terms will not retrospectively change your existing contract without your agreement. Nothing in these terms excludes or limits rights or liability that cannot lawfully be excluded or limited.