Terms of service

TERMS & CONDITIONS

BLACK FRIDAY 2023 STARTING FROM 1ST NOVEMBER 2023.

No refunds, no returns and no exchanges on anything in the sale. No discount codes are valid during Black Friday, if any discount codes are used your order will be cancelled. No next day delivery available.

Our Welcome 15% discount applies to full priced items only. It does not apply to bundles & deals or sale items and can only be used once. This discount can not be used during the Black Friday period. 

Orders can take up to 10 working days to be despatched. Please note if you contact customer service please expect a 5 working day turn around for a response.

FREE SHIPPING 

Free shipping is not available during Black Friday.

TIKTOK 
TIKTOK platform is ultimately owned by TIKTOK, therefore we must follow their guidelines. This means all communication must be done on the platform via the CHAT button. We are unable to deal with any TIKTOK enquiry via our email systems unfortunately as we have two different departments specialising in each the website and the TIKTOK platform. 

TIKTOK does have automated responses therefore please try not to send more than one message on the chat as a customer service rep will respond to every message. If more than one message is sent, this will push you down the place in the queue, prolonging the rep helping you with your enquiry. 

P.Louise has no control over the coupons given from TIKTOK, This means as a brand we place our products on their platform full price and then TIKTOK discount them to whatever they feel during different days - us as a brand have no control over this. Therefore we are unable to issue the customer coupons, this is completely out of our control.

MYSTERY BOXES
All mystery boxes are a mystery, meaning even if you write on the notes NO GREEN it is more than likely the packer is unable to react to this as the mystery boxes are already pre-assembled. Only 500 of every box is packed at one time therefore if you order more than one box on the same order, the box on the same day but at different times, it is more than likely you will receive dupes. This is because we can not personally go through each individual label to check names and addresses to ensure this doesn’t happen. No box is GUARANTEED a palette, It all goes off value. Each box is promised a minimum of £60 worth of items if you receive a large palette it is more than likely you will receive fewer products than a box that would contain lipglosses, primers etc. If there is a product in particular you would like we recommend ordering your products individually and not as a mystery box.

The value of the products inside the mystery box goes off the FULL PRICE and not the item at discount. This also goes off our website and not the discounts that are presented on TIKTOK, even if the order had been made via TIKTOK.

Please note: Our shipping boxes are NOT gift boxes therefore if you pay for 1 shipping fee, ordering multiple boxes on your one order, it will all be dispatched in one box. This is down to weight restrictions, dimensions and postage. 

FREE GIFT WITH PURCHASE

Exclusions: the free gift with purchase doesn't apply on orders of the Budget Box. The basket value has to be greater than $50 for free Christmas Bad Bitch Energy Lip Duo and $130 for Wrapped & Ready Suitcase. We reserved the right to withdraw this offer at anytime or when the product is sold out.

STORE CREDIT / DISCOUNT CODES
Store Credit / Discount Codes can’t be used on bundles and are not valid on sale items. Store credit is only available on full priced items unfortunately as everything is already hugely discounted. Discounts cannot be used in conjunction or alongside any other discounts or promotions. Furthermore, discount codes are not applicable retrospectively. If somehow a discount code has been used, P.Louise reserves the right to cancel this order.

Our Welcome 15% discount applies to full priced items only. It does not apply to bundles & deals or sale items and can only be used once. This discount can not be used during the Black Friday period.

RESPONSE TIME
Due to the huge influx of orders our customer service team will be trying their utmost best to get back to you. We suggest 72 hours response time. Our team are working 7 days a week to meet the demand of our P.Louise customers but of course, each customer needs to receive service therefore delays may be possible. Again, please do not send multiple emails, as the emails are responded to from latest to earliest so if a new email is sent this will then push your response back further down, delaying the response time.

PACKING ERRORS 
If you receive a packing error you must keep all your packaging, Please picture what you received including your packing slip (this is usually on the inside of your box), the outer packaging and all products received. Without this information we are unable to assist so it is crucial you keep hold of this for our customer service reps to resolve as quickly as possible. 

Upon receiving the incorrect item or item quantity, please email our customer service team at help@plouise.co.uk and include your order number, an image of the order you received and an image of the packing slip included in your order (a white label). Please note that if your order has been signed and checked for quantity with the correct signing - we hold the right to not offer a refund/exchange, this will be down to interpretation of our customer service team.

We will need you to return the incorrect items back to us in order for us to re-dispatch your order - We provide free returns. Please ensure no products are used or opened if incorrect as we will be unable to resolve this. 

WHY HAS MY ORDER BEEN CANCELLED?
If our website flags your order as fraudulent for any reason, Plouise reserves the right to cancel your order without hesitation. We may also cancel your order if a product is out of stock due to fault, broken or missing. 

MY ORDER HAS BEEN RETURNED
If for whatever reason your parcel makes it’s way back to us, for example the wrong postal address, no one being home to collect the package or the item not being redirected after being at the post office, you will then have to cover the extra fee of £2.50 to have your items re-shipped to you. This is due to the shipment payment already being taken and then us having to re print a new shipment label which comes at an extra charge. Or we can also process a refund for your order, minus the shipping fee, but only once this order arrives back to us.

INTERNATIONAL ORDERS
International orders are not always guaranteed during this time and could take up to 30 days to arrive with you. We are also not responsible for the package once it has left our warehouse and any issues will have to be dealt with via the courier service. Items being stopped at customs are again out of our control so any international orders being placed during this time just be very wary of the delivery time frame.

CAN I CHANGE MY ORDER?
Once an order has been placed, this cannot be amended manually including adding or cancelling a product. Please take extra care and caution when ordering. This is because labels are continuously printed and with the high influx of orders we are unable to alter or change the contents.

Change of address cannot be done after your order has been placed. So please be extra cautious when placing your order.

MARKED AS DELIVERED
If your parcel is marked as delivered and you have not received your P.Louise package, we would recommend checking with your neighbours to ensure nobody has taken in your parcel by mistake. If the parcel is not to be found we will need to raise a claim, a claim can take up to 30 working days for a solution. We are unable to resend/refund until we have an outcome from the courier service. We will keep you updated throughout the communication of the claim. This is something that is completely out of our control so please bear this in mind when sending over an email to our customer service team.

ADVENT CALENDARS
Advent Calendars will be sent from the 21st to the 25th of November. The Royal Mail strikes could effect this but don’t panic, we will be ensuring these arrive for the 1st of December. We will upgrade your shipping to 24 hour to ensure you are not left without your insane advent Calendar. 

DESPATCH 
If you order during Black Friday please note this could take up to 2 weeks for us to dispatch your parcel, This is due to the large influx of orders. Our packing team are working around the clock to get parcels into your hands as quickly as possible but we have no control over strikes so unfortunately this may effect the delay further. 

COMMUNICATION
Please avoid sending more than one email at any one time, this can delay our responses as it will push you to the back of the queue meaning it can take longer for us to resolve your issue. 

CAN I RETURN? 
Due to hygiene reasons we are unable to accept any returns on cosmetics, Anything purchased as a sale item is nonrefundable. Items purchased in the Black Friday sale are non-returnable, non-exchangeable and non-refundable. Once the parcel has been opened, all Black Friday rules and regulations will materialise. Moreover, as abiding by our usual terms and conditions also - if you feel like the product does not work for you due to personal preference - your right as a consumer to change your mind does not apply. Please take this into consideration when placing an order during this time. 

MY ITEM HAS BEEN MISHANDLED 
Any items that are received damaged, we unfortunately cannot be held responsible for. All items are sent from our warehouse in A-grade condition so any damage to the item will most likely be a result of mishandling during delivery. Due to these items being discounted, we cannot offer any exchanges or refunds including percentage refunds. In this instance, we would advise reaching out to the courier service regarding this.

CUSTOMS
Unfortunately customs charges are completely out of our control. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

All orders placed on www.plouise.co.uk will be delivered via our courier Royal Mail unless stated otherwise. P.Louise has the right to alternate any prices in regards to shipping and delivery, however this will always be notified to you prior to completion of your order.

Moreover, as stated above - some of our international customers may incur a customs charge dependent on the customs protocol of the country. 

Unfortunately customs charges are completely out of our control and we are unable to compensate for this inconvenience. You will be responsible for the payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

Furthermore, this equally applies to giveaway/competition winners and P.Louise course students. Any items sent out that do sustain a customs fee, you will be responsible for the payment of. Again, we always advise contacting your local customs office beforehand to avoid disappointment as we have no control over these charges and we cannot predict their amounts.

P.LOUISE PRO CARD
30% discount applies to full priced items only. It does not apply to bundles & deals, sale items, P.Louise diaries or new collections. This discount can not be used during the Black Friday period.

HOW CAN I RETURN?
Unfortunately we can not accept returns on discounted items, All sales items are non refundable or exchangeable. 

COMPLAINTS PROCEDURE 

• If for any reason you wish to make a complaint, please use the following.
• Please put your complaint into an email; if your complaint relates to a makeup course please email abi@plouise.academy - For cosmetics please email help@plouise.co.uk
• We ask that you allow up to 72 hours for the complaint to be acknowledged.
• We may take up to 28 days to fully resolve your complaint, this could include asking you for any evidence you may have.
• If at any point throughout the 28 days, you post on any social media platforms, anything that could be detrimental to P.Louise, this could jeopardise your complaint: this resulting in your complaint being rejected and unresolved.

Easter Collection Giveaway Terms and Conditions