Shipping & Returns Policy
UK SHIPPING
After your payment is confirmed, it can take up to 1-2 business days to process and ship your order. This does not include weekends or holidays.
Any orders made after 11am GMT may not be reviewed until the next working day.
If you order after 11am GMT on a Friday, your order will likely be reviewed on the following Tuesday for shipping.
Please note we can not guarantee that the carrier will collect on the same day we have packaged your order, so this may be the following working day that it is collected. All couriers count “Next Working Day” deliveries from when they collect it, not at the point of order.
Please note we do not open on Sunday’s & Monday’s and any orders will be processed on Tuesday, we also do not process orders on Bank Holidays and Public Holidays.
All orders after the 20th of December 2022 will be processed on the 4th of January 2023.
All times stated are estimated and are conditional on standard operating procedures. Occasionally, forces outside our control can disrupt those standard operating procedures, which may affect delivery time. We also can not confirm when the courier will collect your parcel once we have dropped it off; this can be up till the next working day.
If you have recently placed an order with us, please allow up to 10 days before contacting us. This is to ensure that our courier has sufficient time to deliver your parcel.
Who pays International charges and custom tax?
Any charges added to the delivery are the responsibility of the customer, The Dude Lab / 209 Hair Studios / Total Cover Plus is not responsible for any charges that are added.
What happens if my parcel gets lost?
If your parcel gets lost in the post, we must wait until the courier service admits it’s been lost and has accepted our claims form; during this time, at the company’s discretion, we may provide a replacement. If this replacement is charged for then a refund will be made on the return or successful claim of the missing item(s).
Once a parcel has been confirmed as “missing”, and this is confirmed in writing from the courier, we can send the items out again; if you prefer a refund, we have to wait until payment from the courier has cleared and funds are available and process a full refund.
INTERNATIONAL SHIPPING
Please contact us prior to making an international shipping order as some of our products cannot be shipped to international countries.
UK & INTERNATIONAL RETURNS
To be eligible for a return, your item must be unused and in the same condition that you received it.
Unless faulty, we cannot refund any liquid-based product; these products will be exchanged for a like-for-like product; please see our terms of service.
Please get in touch with Customer Support to schedule the return. Our company or group of companies will not be responsible for covering the cost of return shipping.
Returns Address: Total Cover Plus – UK, PO Box 570, Fleet, GU51 9LL
For international customers, the customer is responsible for the return shipping. Once we receive it back and verify it is unused, the return will be processed, and a full refund will be issued subject to the above Terms and Conditions.
If you are shipping an item over £50.00, you should consider using a trackable shipping service or purchasing shipping insurance.
We don’t guarantee that we will receive your returned item.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please Customer Support on onlineorders@thedudelab-essentials.com and they will look into this for you.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or exchanged.
Exchanges
We only replace items if they are defective or damaged. Please contact Customer Support to schedule any exchanges.
Product Availability
All products are subject to stock availability. Stock availability is shown on our website, however if we have insufficient stock to fulfil the order, we will notify you by e-mail at the address given by you in your registration form. Stock is allocated on a first come first served basis once your order reaches our main server. We do not guarantee the availability of any item based on stock figures shown.
Items displayed as ‘Out of Stock’ are temporarily out of stock. These products cannot be bought until they are back in stock.
Force Majeure
We shall be entitled to cancel or delay delivery of orders if it is delayed, hindered or prevented from delivery through circumstances beyond its control. Such circumstances shall include (but are not limited to) industrial action, accident, fire, terrorism, Act of God or failure to deliver by suppliers or carriers.
Shipping & Returns
Our Delivery Policy forms part of, and must be read in conjunction with our Terms and Conditions. We reserve the right to change this Delivery Policy at any time.
We deliver to all parts of the UK and Channel Islands.
This Policy was last updated on September 2022.