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
HOW MUCH DOES THE GENTLER CHARGE FOR SHIPPING / DELIVERY?

Delivery Type

Cost

Company

Timeframe

UK

 

FREE on orders over £60

 

£5 on orders under £59.99

 


 Royal Mail Standard -Tracked & Signed 

Royal Mail Standard - Tracked & Signed

Delivery within 2 - 3 days*

 

Delivery within 2 - 3 days*

 

European

 

Free on orders over £60


£8 on orders under £59.99

Royal Mail International Standard - Tracked & Signed

 

 

Delivery within 5 working days*

 

International/

Rest of the world 

Free on orders over £100


£15 on orders under £99.99

Royal Mail International Standard - Tracked & Signed

Delivery within 5-7 working days*

 
*Please note that working days exclude Saturdays, Sundays and Bank Holidays.    Please note parcels usually arrive quicker than expected in the UK and mainland EUROPE. Due to the impact of the Covid-19 (Coronavirus) deliveries can take a bit longer than usual.

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@thegentler.co with your order number and we’ll get back to you as soon as possible.

AN ITEM IN MY GENTLER ORDER HAS ARRIVED 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.

AN ITEM IN MY GENTLER ORDER IS WRONG.
In the rare event that you’ve received an incorrect item in your order, please email our customer service team at contact@thegentler.co with your name, order number and the name of the product you’re missing and we’ll respond as soon as we can! Our apologies for any inconvenience you’ve encountered!

WHICH COUNTRIES DOES THE GENTLER CURRENTLY SHIP TO?
We currently ship worldwide. Please follow our social media pages and sign up to our newsletter mailing list.

NOT HAPPY WITH ONE OF YOUR PRODUCTS?
While it’s not what we want to hear, because we hope you love each curated brand we selected, would you please take a few minutes to tell us about it so we can learn and improve your GENTLER experience? Email us your thoughts at contact@thegentler.co 

CAN I CHANGE MY DELIVERY ADDRESS ONCE I’VE PLACED AN ORDER?
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.

ORDER RETURNS AND CANCELLATION 

CAN I RETURN A GENTLER ITEM IF I DON’T LIKE IT?
Due to safety and hygiene restrictions, only unopened and unused items that are in the same condition that you received them can be returned. Please email our team at contact@thegentler.co for returns authorisation. Customers who return products that are not in a hygienic or resalable condition, or return products without prior authorization, will not be credited, and the returned items may be discarded.

RETURNS PROCEDURE
As stated above, please email our team at contact@thegentler.co before returning your products at our London office. Products/ orders must be returned within 14 days of purchase. If you are returning any Products, please package them well to prevent any damage during transport. If you have any difficulty or have any other queries regarding the returns procedure, we will be able to assist.
Unfortunately, we cannot accept liability for returned goods that we don't receive, or for those that get damaged in shipping on their return. It's important that returned Products are in the best possible condition, so please take reasonable care of them and keep all packaging.  We will only accept returns sent by Track & Trace (with a shipping number from any courrier ex: DPD/DHL/UPS/Fedex...).  

FAULTY OR DAMAGED PRODUCTS
We are under a legal duty to supply Products that are in conformity with these Terms and Conditions. Nothing in this Section affects your legal rights as a consumer under applicable laws, and we have a legal duty to supply Products of the quality described in your order. If any Product you purchase is damaged or faulty when delivered, we may offer an exchange or refund as appropriate, in accordance with your legal rights. Please note that if the damage to a Product occurs after delivery, no refund or exchange will be made. If you believe a Product is faulty, you should notify our Customer Services Department and return the Product in accordance with our returns procedure. 

SHIPPING CHARGES FOR RETURNS
If we have sent you the wrong items, or your order is faulty, damaged or not as described on arrival, please contact us. We will refund the postal charges you incur to return such items. Please make sure that you obtain proof of postage from your post office or shipping company. If you cancel an order, we will not (unless otherwise stated), refund the postal charges you incur to return such items.