Terms and Conditions



The following Terms and Conditions of Sale will apply to all orders accepted and all sales made by Herba London, including, without limitation the sale of the Products listed in a product quotation or product description on our website.

For the purposes of sale, the Customer should note that Herba London is the online trading name of Herba Skincare Limited, of 152-154 Coles Green Road, London NW2 7HD.

By placing an order with Herba London for any product shown on our website, it will be deemed that you have read, understood and agreed to the Terms and Conditions of Sale. Customers are advised to read the following Terms and, if you are unhappy or if you feel that you require further information, please contact our customer services team by emailing customerservices@herbalondon.com before placing an order with us.

Our Terms and Conditions of Sale may be updated at any time. Customers to note that when orders are placed, the Terms and Conditions of Sale at the time of your order will apply to the contract between Herba Skincare Limited and the customer.

Our Terms and Conditions of Sale should be read carefully before placing an order, and customers should read the same in conjunction with other policies pertaining to the sale of goods and holding of personal data.

Herba Skincare Limited will notify our customers by email as soon as possible to acknowledge receipt of your order, and we will provide you with an order number. If for any reason we are unable to fulfil your order, our customer services team will contact you by email or telephone advising you of this.

Where orders can be fulfilled, we will confirm this by sending you an e-mail with details of the products you have selected, and this will include details of when the said items will be dispatched.

At this stage it should be noted that a legally binding contract between Herba Skincare Limited and you will be formed. If the goods you have purchased are out of stock or cannot be processed due to a pricing error, or we are unable to process payment from your account, you should note that we reserve the right to reject your offer.

Customers who require further information concerning their orders, are advised to contact our customer services team at customerservices@herbalondon.com quoting your order number.

Customers who wish to make changes to their orders should first contact our customer services team via email at customerservices@herbalondon.com , and we will advise whether it is possible to amend their order. If changes are possible, our team will let you know via email, and also advise of any price changes. If changes are not possible, customers are free to end the contract and all monies will be repaid.

Customers should be aware that they are responsible for all products from the time of delivery to the address provided at the time of raising the order, and they are deemed to be the owners of the purchased products. Customers must be aware that all products purchased from Herba London are for personal use only, and customers are not permitted to resell any product or goods purchased from us.

We only supply Products for domestic and private use. You agree not to use the Products for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. All products are subject to availability, and we offer no guarantee that the selected products will be provided. It should be noted that our products are handcrafted in small batches, therefore we reserve the right, with or without notice, to cancel or reduce the quantity of any orders that we feel or believe may compromise or violate our Terms and Conditions.

In regards to the images on our website, it should be noted that these are for illustrative purposes only, and although we strive to present colours as accurately as possible, we are unable to offer any guarantees that the colours will accurately reflect that products, therefore the products received may vary from those displayed on our website.

Our products are only offered to customers who are at least 18 years old, and who we feel have the capacity to lawfully enter into and form a binding contract with us, and this must be interpreted in accordance with English Law.

We make every effort to ensure that our customers are happy with their orders, however we would like to point out that as a consumer who have purchased goods and services online, you have a legal right to cancel your Contract under the Consumer Contracts Regulations 2013 from the date of the Dispatch Confirmation i.e. the date on which our customers services team sends you an email confirming our acceptance of your order – to the date which is 14 days after you receive the Products. This means that during this period, our customers have a right to change their mind, and we request that we are notified of your decision to cancel the Contract and we will offer a full refund. Customers should note that the right to return goods does not apply to goods (i) made to your specification or (ii) which have been clearly personalised (eg by being engraved) or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

Customers wishing to cancel a contract should advise us that they wish to cancel, and this should be via our customer services team on customerservices@herbalondon.com Upon receipt of a cancellation request, we will e-mail you confirmation, and refund you the price you paid for the Products. Customers should note that we are permitted by law if necessary to reduce any refund due to reflect any reduction in the value of the goods, if this has been caused by customer handling them in a way which would not enable us to resell the products. If we refund you the price paid before we are able to inspect the goods and later find that you have handled them in an unacceptable way, you must pay us upon request an appropriate amount to reflect the reduce value of the goods.

We will refund any delivery costs you have paid, although as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method offered by our company and/or its partners.

Refunds due to our customers will be made as soon as possible and we endeavour to process refunds within 14 days after the day on which we receive the products back from you, or, if earlier – the day on which you provide us with evidence that you have sent the Products back to us. Refunds will be made on the credit card or debit card used by you to pay for the goods. All refunds will be notified by email via our Customer Service Team. If customers would rather have an exchange, and you have made this request via email, we aim to process this within 7 working days of receiving your request, and delivery will be made by standard delivery. Where exchanges are requested, it will be considered to be a new Contract between us and your rights of cancellation and return will be as set out earlier. If we are unable to process your request for an exchange, we will refund you the full cost of the products and the original contract between us will be cancelled.

If a product has been dispatched to you or you have received them before you decide to cancel your Contract, then you must return it to us without delay and in the original packaging, and no later than 14 days after the day you advise us that you wish to cancel the contract between us. Goods can be returned to us at Herba Skincare Limited, 152-154 Coles Green Road, London NW2 7HD. Customers to note that when returning goods, they must provide proof of postage and Herba will not accept any responsibility for goods being lost or damaged in transit, therefore it is the customers’ responsibility to ensure that the goods are adequately sealed. Products should also be correctly labelled and packaging guidelines must be followed and complied with for the chosen courier.

Unless goods are faulty or not as described, customers will be responsible for the cost of returning the products, and this must be in accordance with the conditions described above. If the customer cancels the order but do not return the goods to us within 14 working days of advising us of the cancellation, we retain the right to withhold payment of any refund. If goods are purchased via our stockists, then the returns policy will be in accordance with the returns/cancellation policy of the stockist, and not directly to us.

We Herba Skincare Limited are under a legal duty to supply Products that are in conformity with the Contract between our customers and ourselves. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights (which are summarised in general terms below) are not affected by your right of return or anything else in these Terms and Conditions.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your Products your legal rights entitle you to the following:

Up to 30 days: if your goods are faulty, then you can get an immediate refund. Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases. After six months (depending on the type of Product): if your goods do not last a reasonable length of time you may be entitled to some money back We may transfer our rights and obligations under these Terms and Conditions to another organisation, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these Terms and Conditions. You may only transfer your rights or your obligations under these Terms and Conditions to another person if we agree in writing.

In case of complaint about your online purchase, you may contact us by email at customerservices@herbalondon.com or write to us at Herba Skincare Limited, 152-154 Coles Green Road, London NW2 7HD These Terms and Conditions shall be governed and construed in accordance with the laws of England and Wales and proceedings may be brought in relation to the matters set out herein in the courts of England and Wales.

According to EU Regulation no.524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006 / 2004 and Directive 2009 / 22 / EC (Regulation on consumer ODR) on online dispute resolution for consumer disputes

All Worldpay payments will be made in UK Sterling.

Herba Skincare Limited

Registered Office: 152-154 Coles Green Road, London NW2 7HD

Company No: 9944992

Contact No: 07538 218 139