Orders & Products
What should I do if the product looks different from what I saw online?
Colours and appearance may vary slightly depending on your device and display settings. If something doesn’t feel right, please contact us at info@sennore.co.uk, and we’ll be happy to help.
Can I change or cancel my order after placing it?
Once an order is confirmed and processed, changes or cancellations may not be possible. Please review all details carefully before checking out. If you need assistance, contact us as soon as possible — we’ll do our best to support you.
How do I know my order has been accepted?
After you complete your purchase, you’ll receive an order confirmation email. This means your payment has been processed and your order is accepted. If you don’t receive an email, check your spam folder or get in touch with us.
When will my order arrive?
Shipping timeframes vary by location. Delivery estimates are provided at checkout, but please note they are not guaranteed. Delays caused by carriers or circumstances beyond our control may occur.
Are your products safe for all skin types?
Our products are formulated with natural, gentle ingredients suitable for most skin types. However, everyone’s skin is unique. We recommend patch-testing new products and reviewing the ingredient list to ensure compatibility.
Shipping & Delivery
How long does shipping take?
Shipping times vary by destination and delivery method.
- UK: 4–9 business days (Standard) / 2–5 business days (Express)
- EU: 3–7 business days (Standard) / 2–4 business days (Express)
- International: Shown at checkout
When will my order be shipped?
All orders are processed within 2–4 business days. Orders placed on weekends or public holidays are processed on the next business day.
Will I receive a tracking number?
Yes. Once your order is dispatched, you will receive a tracking email with a link to follow your parcel.
Do I have to pay customs or import fees?
Some international orders may incur customs or import taxes. These charges are not included in product or shipping prices and are the customer’s responsibility.
What should I do if my parcel is delayed, lost, or damaged?
If your parcel is delayed, stuck in transit, damaged, or incorrect, please contact us at info@sennore.co.uk. We’ll investigate with the courier and resolve the issue as quickly as possible.
Refund & Returns
How long do I have to request a return?
You have 30 days from the date your order is delivered to request a return. All items must be unused, unopened, and in their original packaging.
How do I start a return?
Simply email us at info@sennore.co.uk with your order number. Once approved, we’ll send you the return address and a prepaid return label.
Which items cannot be returned?
For hygiene and safety reasons, we cannot accept returns on:
- Opened or used items
- Beauty, skincare, body care, or haircare products that have been unsealed
- Custom or personalised products
- Hazardous or flammable items
- Gift cards
When will I receive my refund?
Once your return is received and inspected, approved refunds are issued within 10 business days to your original payment method. Your bank may require extra processing time.
Are returns free?
Yes. All approved returns include free return shipping with a prepaid label provided by us.
Privacy Policy
What personal information do you collect?
We collect information you provide directly (like name, email, shipping and billing details), payment information, account information, device and usage data, and communications with us.
How do you use my information?
We use your information to process orders, improve your shopping experience, send updates and promotions, provide customer support, prevent fraud, and comply with legal requirements.
Do you share my information with third parties?
Yes, but only with trusted partners who help us operate our store, deliver products, or provide marketing services. This includes Shopify, shipping providers, and other service providers. We never sell your information.
How is my information protected?
We implement reasonable security measures to protect your personal information. While no system is 100% secure, we work to keep your data safe during collection, storage, and processing.
What are my privacy rights?
Depending on your location, you may have the right to access, correct, delete, or transfer your data. You can also opt out of marketing communications and targeted advertising. For UK/EEA residents, you may object to or restrict certain data processing and withdraw consent at any time.
