Delivery / Returns

Lagoon Online Store – Delivery and Returns Policy

Shipping Policy

Our aim is to package and post orders within 24 hours of receipt. Our delivery costs cover standard nationwide delivery. Order online anytime or call us on 020 8947 2332 to speak to one of our team for more information.

Where we deliver

We deliver throughout United Kingdom only.
You may, when placing your order online, specify a different delivery address to your invoice address if that is more convenient for you.

Instore Pickup (Click & Collect)

If you would prefer to collect your order direct from the Lagoon Wimbledon salon, a free instore pickup service is available. For the Click & Collect service, please select instore pickup during the online checkout process.
In store collection for orders is between 10am and 6:30pm on weekdays and 9am to 5.30pm on Saturdays. Collection is not available on dates when Lagoon is closed, Bank Holidays or Sundays.
On arrival at Lagoon, 139 Alexandra Road, SW19 7JY, please inform the salon reception staff that you are collecting an online store order. Please have your order number printed or ready to present on your device. Collections may be refused if the order number cannot be verified.
Collections will be kept for a maximum of 30 days from receipt of payment.
If you have any questions regarding collection of your order, please email us at info@lagoonspa.co.uk

Delivery Services

Subject to your payment being processed and stock availability**.
Orders placed before 12pm Monday – Friday (UK Time), except public holidays and weekends, are dispatched the same day.
Orders placed after 12pm during the weekdays or at weekends will be processed and dispatched the next following working day. Please note – Friday orders will not be processed until Monday.
**On some occasions, there may be products out of stock. On these occasions, we will attempt to contact you by phone and/or email to discuss your order.

Items of a small size (which can be posted through your letter box) may be delivered using Royal Mail. Deliveries of larger parcels are normally sent via next day courier service (mainland, UK Monday – Friday 9am – 5pm). Larger deliveries may require a signature to confirm receipt. If a signature cannot be obtained, the carrier may ask a neighbour to sign for the delivery. In the unlikely event if you do not receive your orders within the time frame set please get in touch with us immediately.
All delivery time frames are approximate and subject to availability. The precise timing of a delivery cannot be guaranteed.

Returns Policy

We hope you are satisfied with the products you have purchased but we also know that, for one reason or another, there may be time when you need to exchange or return something you have brought.

Lagoon Refund Policy & Returns Procedure

If you change your mind we accept returns as long as the following conditions are met:
1. You contact us with proof of purchase within 14 days, starting with the day after the delivery date. Email address: info@lagoonspa.co.uk
2. Unwanted products must be returned in their original packaging, be in as new condition, unopened and not used.
3. It is your responsibility to ensure that your return items are in appropriate protective packaging and you pay any return delivery costs.
4. Products given free as part of a promotion offer cannot be exchanged or refunded unless the full offer is returned.

If you have received a damaged or faulty product from us you can return it for a repair, replacement or refund. Simply, contact us and we will advise you accordingly. Faulty products returned for testing may take up to 28 days.
Our policy lasts for 30 days. If more than 30 days have elapsed by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. We do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Some health and personal care items are also non-returnable.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. 

If the fault with your product occurs within a guarantee period (normally 12 months from delivery), we will offer you a prompt repair service. In all cases we reserve the right to inspect the product and verify the fault. NB: product guarantee periods are only applicable to certain items (such as salon furniture or equipment) and is not relevant to most beauty products sold by Lagoon.

Please note that we will not be held liable (whether directly or indirectly) of any costs, loses or damages incurred by the customer or any other person(s) or companies occurring from the returned items until they have reached us. As a result, we suggest that customers use a secure method of delivery, preferably one that requires a signature.

Exempt Items – Personalised Products, Polishes, Gel & Liquid Substances

We regret that we are unable to offer an exchange or refund on personalised, perishable goods or liquid substances for hygiene and safety reasons, unless they are faulty. This including but is not limited to nail polishes, gels, acetone, alcohol, lotions, eye products and foot spas and equipment.

Refunds

If your return and refund is approved, we will initiate a refund to your credit card (or original method of payment). You will receive credit in a certain amount of days, depending on your card issuer’s policies.

If for any reason after a refund has been approved and issued by Lagoon, but you have not received the refund. Firstly, double check your account. Then contact your credit card company, there is often some processing time before a refund is posted. If you’ve done this and you still have not received your refund yet, please contact us at info@lagoonspa.co.uk

Exchanges

We only replace items if they are defective or damaged. If you need to exchange for the same item, send us an email detailing your enquiry and remember to include your order number.

Return Shipping

To return your product, simply drop into our salon to return item in person or post your product to us at:

Lagoon, 139 Alexandra Road, Wimbledon, London, SW19 7JY

You will be responsible for paying for your own shipping costs for returning your item. If you receive a refund, any cost for return shipping incurred by Lagoon will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

This returns policy will in no way not affect your legal rights.

Lagoon, Wimbledon
Date: Last updated 01/12/23