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We're here to help

Your account

How do I create an account?

Go to our Create an account page, enter your name and email address, and create a password. Don’t forget to sign up for our newsletter by ticking the box, so you can receive our latest offers.

 

Why do I need an account?

Creating an account means you’ll be able to order your favourite products quickly and easily whenever you shop with us, because your purchase history and delivery details will be saved.

You can shop without creating an account by choosing “Checkout as guest”, but you’ll have to re-enter your personal and delivery details every time you place an order.

I have an account but my password isn't working, What should I do?

If you had an account on our old online store, you will need to reset your password in order to access it. Reset your password here.

 

I forgot my password. What should I do?

Click on the “Reset your password” link on the “Log in”page and we’ll send you an email explaining how you can set up a new password. If you don't receive our email, contact us and we’ll reset it for you. 

 

How do I update my details?

 

Sign in to your account and you’ll be able to change your details, including your contact details, account information, password, shipping and billing addresses.

 

Id like to unsubscribe

You can unsubscribe from our emails by clicking the "unsubscribe" link on the bottom of the emails themselves, or here on our website.  We’ll be sorry to see you go.

Using our store

If an item is out of stock, is it gone forever?

No, it just means that we’ve temporarily sold out of that item, and we’ll have new stock available soon. You can contact our Customer Care team to find out when it will be available again.

 

I want to buy lots!

That’s great. You can buy up to eight of any specific item per order online. If you’d like to place a larger order, please call Customer Care, so we can help you complete your order.

 

How do I apply an offer code?

Simply go to your Shopping Bag, click the plus (+) sign next to “Offer Codes” and enter your code in the box that appears. Once you click “Apply discount”, the offer will be applied to your order.

Offer codes are case sensitive. All offers are available for a limited time only, and are subject to availability. Offers can’t be combined unless otherwise noted. And if you have any problems using an offer code, get in touch with our Customer Care team.

 

Where can I get an offer code?

The best way to find out about our latest offers is by signing up for our emails, and following us on Facebook and Twitter. These are the main ways we make offer codes available.

 

How can I pay?

We accept most European credit cards, with the exception of Norway, Denmark and Sweden. We accept Delta, Maestro, Mastercard, Solo and Visa credit cards.

You can also choose to pay with PayPal. When selecting this option at checkout, you’ll be sent to the PayPal site to complete your payment. Once you’ve done this, you’ll be sent back to our website to confirm your order and finalise payment.

You can also pay fully or partially with a valid online gift voucher.

 

Is VAT or import duties and taxes included in my order? 

Yes, all prices are VAT inclusive where it is applicable.

We ship to most European destinations (certain countries excluded). If you are shipping outside of the UK, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. You will be responsible for such import duties and taxes. We have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

 

Im having trouble using the website

Please don't hesitate to contact us. We'll be happy to help you fix any problems, or take your order over the phone.

Shipping and delivery

When will I get my order?

We endeavour to ship your order as soon as possible. Your order should arrive in 7-10 business days if you choose Standard UK Shipping. If you are shipping outside of the UK, delivery can take up to 14 working days. We cannot guarantee or provide a day of the week or time for standard deliveries.

You may also select faster delivery by choosing the Next Day Delivery option. Orders must be placed by 3pm, and will be delivered on the next business day.

 

What does shipping cost?

Our shipping costs are as follows:

Standard Delivery          £3.95

Next Day Delivery          £6.95

Outside of the UK          £14.00

 

Can I send my order overseas?

Orders placed on our UK website, jurlique.co.uk can only be delivered to UK addresses and select European destinations. If you’re in the US or Australia you can shop from our US or Australia online stores. Change your region to start shopping.

If you live outside Australia, the US or UK, please visit our store locator to find a Jurlique store near you.

 

Which European destinations do you ship to?

We ship to the following European countries: United Kingdom, Andorra, Austria, Belgium, Bulgaria, Czech Republic, Estonia, France, Germany, Gibraltar, Guernsey, Hungary, Ireland, Italy, Jersey, Latvia, Lichtenstein, Netherlands, Poland , Portugal, Slovakia, Slovenia and Spain.

If you would like to enquire about any European destinations not mentioned above then please contact Customer Care.

 

What if I need to change my order?

We process orders very quickly, so if you need to cancel or change yours, make sure you call Customer Care immediately. We’ll do our best to help, but we can’t amend orders once they’ve been shipped. To find out how you can send products back to us, see returns and exchanges below.

See returns and exchanges for information about sending products you’ve ordered back to us.

 

Can I track my order?

Please call our customer care team and quote your order number and we will track your order for you. You can find your tracking number on the “My orders” page of your account. Please be aware that tracking information can sometimes be delayed.

Returns and exchanges

Can I return or exchange my order?

We want you to love your new skincare as much as we do. If you don’t, that’s ok – subject to the below, you can cancel or exchange your order from the date you receive our dispatch confirmation up until 14 days from the date you last received the product(s).

Your right to a return or exchange does not apply where the seal on any product is broken after you receive it. All product(s) purchased must be accompanied by the packing list and in an unused, saleable condition. Only products you purchased on jurlique.co.uk may be returned for a refund or exchange. If you purchased Jurlique products from another location they must be returned to their original point of purchase. No refunds or exchanges will be given on promotional items.

If you’re not happy with your order, please tell us – we’ll always try to help you if we can.

 

How do I return an order?

You need to either:

(i) complete the Cancellation Form which you can download from our website and return to us via email or post; or

(ii) email us at CustomerCare@Jurlique.co.uk or call +44 0800 040 7685 (9am to 5pm GMT)  to receive a Return Authorization Number and reference your jurlique.co.uk order number in  your request.

Our team will them provide you with a RAN (Return Authorisation Number) and a returns label and explain the correct procedure for your return.

All returns should be accompanied by the RAN document and labeled as instructed.

Unless you received the wrong or damaged products you will be responsible for any shipping or delivery charges you incur in returning your products to us.

If you would like more information or clarification on the returns and exchange process, please contact us.

 

When can I expect my refund or exchange?

You can expect a refund within 5-7 business days of our warehouse receiving your return.

Unless you received the wrong or damaged products you will be responsible for any shipping or delivery charges you incur in returning the Products to us.

We will credit any refunds to the original purchasing debti/credit card or PayPal. There will be no cash refunds.

 

What if my order was wrong or the product is damaged?

Please contact us as soon as you can with your order number and details of the incorrect or damaged product and we will arrange an exchange as soon as possible.

Online Gift Cards Terms and Conditions

Can I buy a Jurlique Gift Card online?

Yes, you can buy Jurlique online gift cards through our website. Please note online gift cards can only be redeemed on Jurlique.co.uk. Simply follow the steps below:

1. Choose how much you would like to give.

2. Add the recipient's name, email address and an optional personal message if you wish. The gift card will be emailed to the recipient and an order confirmation email will be sent to you.

For further assistance please email CustomerCare@Jurlique.co.uk or call +44 0800 040 7685 weekdays from 9am to 5pm GMT.

Please click here to purchase an online gift card.

 

How do I redeem an Online Gift Card?

If you haven't done so already, please register for a Jurlique.co.uk account. Alternatively, if you prefer not to register you can use our guest checkout.  You can redeem your online gift card on the payment page when making your purchase. Please enter your code in the online gift card box when prompted.

Please note if your order exceeds the value of the online gift card you will be required to pay the remaining balance with a credit card or through paypal.

 

Can I receive a refund on an Online Gift Card?

Online gift cards are non-refundable and cannot be exchanged for cash.

All returned items that were paid for with an online gift card will be refunded back onto your online gift card for you to use again against a future purchase.

If you return an item paid for by both an online gift card and a credit card/paypal, you will be refunded your online gift card value and the remaining amount will be refunded onto your credit card/paypal account.

 

How can I check my Online Gift Card expiry date?

Your Online Gift Card is valid for 12 months from the sent date of your online gift card email. If you do not have this to hand, please email CustomerCare@Jurlique.co.uk or call +44 0800 040 7685 weekdays from 9am to 5pm GMT.

 

How can I check my Online Gift Card balance?

You can check your balance in the online gift card balance checker box on the payment section of the checkout page. Alternatively, if you have not created an account you can email CustomerCare@Jurlique.co.uk or call +44 0800 040 7685 weekdays from 9am to 5pm GMT.

 

How long will my Online Gift Card be valid for?

Gift Cards are valid for 12 months from the date of issue. 

Expired gift cards are not redeemable and gift card amounts will not be refunded or credited when expired.

 

Can I redeem my Online Gift Card on another Jurlique website?

Unfortunately you cannot use your online gift card on another Jurlique website, they are only redeemable on Jurlique.co.uk.

 

Jurlique reserves the right to change any terms contained in the terms of use at any time.

General

How do I find a Jurlique store near me?

Use our store locator to find your nearest Jurlique store.

 

Can I get in touch with a real person?

Of course.  You can call our Customer Care team on +44 0800 040 7685 (9am to 5pm GMT) or use the Contact Us form provided. We look forward to hearing from you.

Can't find what you're looking for? Contact Customer Care