1. What should I do if I have ordered something incorrectly, can I cancel my order?
We want you to be satisfied with your purchase. Of course, you may accidentally make the incorrect choice, or change your mind. After placing your order, we can no longer change this for you. After receiving your products you can of course return them within 30 days.
Tip:
Cosmetic products (cream, lotion, oils, sprays etcetera.) may only be returned unopened and in their original packaging for hygienic reasons. Unfortunately we will not take back any opened containers, jars, tubes or bottles
- Always ask for proof of postage at your post office when returning an order.
- Open your shipping package with great care to keep it in good condition if you need to make a return
2. I have not received an order confirmation, has my order been placed successfully?
Your order confirmation will generally arrive within an hour completion of your order (also check your spam folder). If it has not arrived, check whether the purchase amount has been deducted from your account. If this is the case, you can safely assume that the order has been successful. You can also find your order number in the payment reference.
Please inform us if you have not received confirmation a few hours after placing your order, so we can let you know if everything has gone well.
3. Something has changed with my order
We may have to amend your order before we dispatch it, for example when items are out of stock or can’t be delivered to your address due to shipment restrictions with our carrier. Naturally, we will inform you which products are on their way to you, and we will refund the purchase amount of the cancelled products.
Received your order but don’t see the cancelled amount in your account yet? Then we will be happy to assist you further by contacting us with your order number.
How do I follow the status of my order?
Great, you have placed an order! You will receive an order confirmation within one hour and we will immediately get to work for you.
After we have delivered your order, you will also receive confirmation of this.
Of course, we hope you enjoy our products.
4. Do I have to pay shipping costs?
We like to make online ordering as attractive as possible. Orders over £75 are delivered free of charge when you are logged into your account. There is a £5.99 delivery charge within the UK for orders under £75.
5. How quickly will I receive my order?
Of course, once you’ve placed your order, you won’t want to wait to get your hands on our amazing products. We will of course let you know when your order is on its way.
Why does it sometimes take a little longer?
Your order may experience a delay at our carrier sometimes.
If you place your order on weekends, then it may take up to working 3 days to receive your order.
If an ordered product is not in stock, we generally refund the order. However, we may deliver your entire order a little later than your normal delivery date.
We sometimes need to adjust our delivery times if we are particularly busy. For instance, this may occur during the holiday season. Rest assured we will do everything we can to expedite the delivery.
We do not deliver on public holidays.
6. I have placed my order, can I still change it?
It is not possible to change the order after you have placed it. This applies to address changes, adjusting your ordered products, and the cancellation of your order. If you have changed your mind, you can return your products following delivery of the order.
Tip:
Cosmetic products (cream, lotion, oils, sprays etcetera.) may only be returned unopened and in their original packaging for hygienic reasons. Unfortunately we will not take back any opened containers, jars, tubes or bottles
- Always ask for proof of postage at your post office when returning an order.
- Open your shipping package with great care to keep it in good condition if you need to make a return.
7. Where can I send my return items?
If you would like to return an item, then we’re here to help. Please contact a member of our team at returns@podogen.com and we would be happy to provide you with the necessary details and next steps.
8. Can you deliver my order in another country?
Unfortunately, we do not currently offer international shipping. However, if you have a special request, then please contact us at info@podogen.com and a member of our team will do our very to assist you.
9. Can I also exchange the products I ordered online?
Exchange is not possible, but of course you are very welcome to place a new order to get your hands on your favourite products!
10. I wish to make a complaint
If you are unhappy with any of our products or services, then you can send us an email to info@podogen.com . We will do our best to respond to your initial email with 3 working days and assist you any way we can.
11. What is the return policy?
We offer you a 30 day return service. When and if returning your products, please consider the following terms and conditions:
Cosmetic products (cream, lotion, oils, sprays etcetera.) may only be returned unopened and in their original packaging for hygienic reasons. Unfortunately we will not take back any opened containers, jars, tubes or bottles.
We are able to process your returns and exchanges only when the order is returned to us in saleable condition, in original packaging and in a sturdy return box, faulty products excluded. We reserve the right to refuse returns that show wear and tear or other damage inflicted by the customer.
General terms and conditions apply on all products supplied. You can view our terms and conditions here.
Tips:
- Always ask for proof of postage at your post office when returning an order.
- Open your shipping package with great care to keep it in good condition if you need to make a return.
11. How quickly will I receive my money after a return? ?
After your return shipment has been delivered to us, we will repay the purchase amount as quickly as possible via your original payment method. It can take up to 30 days before your repayment is fully processed after receipt. If the purchase amount after this period has still not reached your account, we will be happy to help you further using your order number and shipping confirmation.