Frequently Asked Questions
 

  1. When will I receive my order?
  2. How do I check on an order I have placed?
  3. Where is my confirmation/dispatch email?
  4. How can I return an item?
  5. How long does it take to receive a refund?
  6. Can I exchange an item?
  7. Can I cancel my order?
  8. I received the wrong product - can I return it?
  9. I have not received my full order – what should I do?
  10. I received a faulty product - what should I do?
  11. Where can I buy Lab Series products?
  12. Do you accept international orders?
  13. Do you have a catalogue?
  14. How can I get Lab Series samples?
  15. I'm not receiving my email newsletter, can spam filters be blocking it?
  16. I’ve changed my email address, how can I keep receiving offers?
  17. Is it safe to use my credit card?
  18. Does anyone else see the information that I provide to Lab Series?
  19. How do I unsubscribe from email?
  20. Can I get an e-Gift Card?
  21. What should I do if I have a complaint?


When will I receive my order?

Please find more information about delivery options and timings here.



How do I check on an order I have placed?

You can check the status of your most recent orders by visiting the Track My Order page here. This is the easiest and fastest way to get the most current information regarding your online orders. You can also keep up to date with your order via the Order Status page here.

If the tracking information for your package confirms delivery and you cannot locate the delivered package please ensure before contacting us that you -

1. Check with neighbours and family members.
2. Look around the delivery location.
3. Check for notice of attempted delivery.



Where is my confirmation/dispatch email?

You can check the status of your most recent orders by visiting the Track My Order page here or view your order under Your Account page. This is the easiest and fastest way to get the most current information regarding your online orders. If you are unable to do this or have not received a confirmation email within 24 hours or dispatch email within three working days after ordering, please check your junk/spam folder and any secondary email addresses you may have used before contacting us.



How can I return an item?

Please note that products purchased between 1st November 2023 and 15th December 2023 with a valid receipt can be returned up to 14th January 2024. You will have the usual 30 days to return orders placed from 16th December.

Products excluded from this are:


• Gift cards
• Booking Fees
• Personalised goods
• Services

This does not affect your statutory rights.


If for any reason you are not completely happy with your Lab Series UK purchase, simply return the unused products and we will refund your account for the amount of the purchase.

To return your online order to us free of charge, please:


  1. 1. Print and complete our returns note which can be found here:
  2. 2. Re-package your items safely, including the completed returns note
  3. 3. Follow the instructions on www.royalmail.com to receive your returns label

Alternatively, you can carry out your own return using a courier of your choice, but please note that any postage costs obtained via independent return will not be reimbursed. RETURN ADDRESS: Estée Lauder Companies, Constellation House, 3 Kiteʼs Croft Business Park, Warsash Road, Fareham, Hants. PO14 4FL.


Products ordered online or in-store with a valid receipt can be returned up to 30 days following their purchase date.


For more information about returns and refunds, please click here.


If you’re still unsure about how to return your item, please click here to contact us. Please include your order number with all enquiries.



How long does it take to receive a refund?

Please allow 14 working days from the date we receive your return for your refund to be processed.



Can I exchange an item?

Unfortunately we do not offer exchanges. However, if you change your mind after receiving your order, you may return it and place a new order for the right item. Please note, the original product must be unused in order to get a refund.



Can I cancel my order?

If you wish to cancel your order, you have 30 minutes after your order is confirmed to do so. However, as processing times can vary, please note that we cannot guarantee your order will be cancelled when requested. In this case, you can return your unused item(s) for free - details of our returns process can be found here.


We advise you will need to contact us via one of the following:
- Phone - 08000884168
- WhatsApp


Please ensure you have your purchase order number ready when contacting us.



I received the wrong product - can I return it?

We are sorry to hear you received the wrong product. Please contact us by clicking here and we will do our best to help you. Please include your order number with all enquiries.



I have not received my full order – what should I do?

We are sorry that your online order is not as expected. We’d like to help - click here to contact us. Please include your order number with all enquiries.



I received a faulty product - what should I do?

We are sorry to hear you received a damaged product. Please retain the box, packaging, and all contents, and contact us as soon as possible so we can remedy this for you. Please click here to contact us.



Where can I buy Lab Series products?

Lab Series products are available at selected locations across the UK and around the world. To find your nearest Lab Series distributor near you in the UK, visit our Store Locator. And of course, if you are a UK resident, you can shop online right here at labseries.co.uk.



Do you accept international orders?

We're sorry, at this time we are unable to ship internationally or accept credit cards issued by international banks. We apologise for any inconvenience.



Do you have a catalogue?

Lab Series UK does not produce a catalogue, however if you would like to be added to our mailing list please contact us.



How can I get Lab Series samples?

Lab Series UK does not mail out samples by request. When you shop with us online we provide samples with our orders (when available).



I'm not receiving my email newsletter, can spam filters be blocking it?

Yes, they may. Spam filters can restrict wanted email as well as unwanted email. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email.

Many programs allow you to designate specific senders as legitimate email providers, ensuring that all future correspondence will be accepted. If you have further questions, please contact us.

Some helpful tips:

IF YOU USE AOL
Open the email message.
Click "Add to Address" icon.
The name and email address from email are pre-populated in the Add Contact pop-up. Verify that the information in these fields is correct.
Click "Save".

IF YOU USE YAHOO
Open the email message
Click the "Add to Address Book" link on the far right.
The address will be automatically entered into your Yahoo! Address Book.

IF YOU USE HOTMAIL
Open the email message.
Click "Save Address(es)" at the top of the message header.

IF YOU USE MSN
Open the email message.
Click "Save Addresses" on the right.
. Select the check box next to the address you want to save. You can also make changes to the contact information.
Click "Save."



I’ve changed my email address, how can I keep receiving offers?

If you are a registered member of labseries.co.uk, you can easily change any of your personal information on labseries.co.uk by signing in, clicking on "My Account" and following the onscreen instructions.

Click here to change your email address now.

If you are not yet a registered member, we recommend that you sign up for our free email newsletters. You'll hear about free samples and other special offers. And you'll be among the first to know about the latest launches. Click here to sign up today. www.labseries.co.uk



Is it safe to use my credit card?

At labseries.co.uk , we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely.

In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:

For Windows: Microsoft
Internet Explorer 6, 7 or 8
Mozilla Firefox 3.0 and above
Google Chrome 3.0 and above

For Mac:
Safari 4.0 and above
Mozilla Firefox 3.0 and above

Labseries.co.uk has been certified with Internet Shopping Is Safe (ISIS) & Internet Delivery Is Safe (IDIS) accreditations. Consumers can shop online with confidence wherever they see the ISIS & IDIS logos.



Does anyone else see the information that I provide to Lab Series?

We respect your privacy. The information you provide will not be given to any third party. For more on our Privacy Policy, please click here.



How do I unsubscribe from email?

If you are a Registered Member of Lab Series Online, go to My Account, and click on 'View' or 'View Account Profile' under 'Account Profile'.

If you have an account with Lab Series Online, you may click on the link provided on the monthly newsletter to be removed from the mailing list.



Can I get an e-Gift Card?

You can order an e-Gift card online. This gift card may be presented for payment for purchases online at Labseries.co.uk only. This gift card may be used to purchase merchandise but may not be exchanged or redeemed for cash. For balance enquiry, or for any other gift card enquiry, please call 0808 178 2068.



What should I do if I have a complaint?

Please visit the contact us section if you have a complaint. Alternatively, the European Commission provides a platform for Online Dispute Resolution (ODR) for consumers, which can be accessed at: http://ec.europa.eu/consumers/odr/.