General Customer Service
Why won't my discount code work on my order?
Discount codes (eg NICE10) cannot be used in conjuction with any other offers or already discounted products.
Are Transformulas Products tested on animals?
Here at Transformulas we are pleased to confirm that our products are cruelty free and not tested on animals.
Are Transformulas Products suitable for Vegetarians & Vegans?
All of our products are suitable for Vegetarians. Our LipVolume & BrowRegrow (OverPlucked) contain beeswax, Marine Miracle Night Repair Serum contains fish collagen, so may not be suitable for Vegans.
How long will my order take?
We ensure all orders are dealt with promptly and delivery times are kept to an absolute minimum (usually 2-5 working days UK and 14 days international). If the next day delivery option is chosen it will be the next working day which is ( Mon-Fri ) for our delivery companies. Next day delivery needs to be ordered by 12:00 GMT to guarantee next day delivery. Next Day Delivery is not on Fridays, the last working day to ensure delivery by the weekend is Thursday.
Where is my order?
If you do not receive your order within the timeframe set out in your specific zone then, please contact our customer care team at firstname.lastname@example.org – stating your full name, order date and if possible your order reference number or alternatively call the customer care team on +44 (0) 161 947 8888. We will then investigate your order status and advise accordingly. If you order is tracked, you will be sent a tracking number when it is shipped which can be used on the respective couriers website to track your parcel.
What if there is an incorrect or missing item on my order?
If there is an item missing from your order, please contact us via email@example.com or alternatively call our customer care team on 0161 947 8888
If you have received an incorrect item then please return it to us and we will send out the correct item immediately.
Please return the item with a copy of your order confirmation, covering letter and receipt of postage (for which we will reimburse you) to:
Transformulas International Ltd
Transformulas International Limited strongly advises that all returns are sent by recorded delivery in order to ensure safe receipt. We cannot be held responsible for any undelivered items.
I want to return an item
Transformulas.com offers a fair returns policy based on the following terms and conditions:
- In the unlikely event that an item(s) is faulty, we can only exchange such item(s) like for like, not for an alternative.
- All returns must be made within 14 days of the original purchase date.
- All item(s) must be sent to us with the completed returns form and original invoice.
- All item(s) must be in their original packaging, including all labels / tags if applicable) before they can be accepted for a refund.
Ensure that all item(s) are securely packaged, and that our returns address is clearly stated.
Please return the item(s) using a recorded/signed for postal service to ensure that they can be easily tracked and that confirmation of receipt can be provided. We cannot issue a refund for item(s) that fail to reach us.
Please note that you are responsible for all shipping and handling costs occurred when making a return. This may include duties and/or taxes for international orders.
Receiving a refund:
Once we have received the returned item(s) and our terms and conditions have been met, we will promptly issue you with a refund for the cost of the item(s) and any applicable taxes. Your refund will only be credited to the credit/debit card from which the original payment was made.
Although your refund will be issued promptly, it may take up to two billing cycles for it to show on your bank statement.
Have you received my return?
Please allow us up to 14 working days to process your return and refund your credit/debit card
Please make sure you send all returns via recorded/special delivery. Please note that all items are your responsibility until we receive them back.
To check whether we received the item(s), please contact the carrier with the reference number they provided you with.
What do I do if I have forgotten to enter my promotional code?
All promotional codes must be entered at the time of order placement and unfortunately cannot be applied after the order has been received.
Please note you must click "apply" after you have entered your promotional code in order to obtain your discount.
Is it safe to order online?
Your on-line credit card transactions are completely secure on Transformulas.com. We use SagePay as our payment provider and this ensures safe transmission of your personal information using 256 bit full encryption over SSL.
All data transmissions are also verified by Thawte. Note that we don't keep any record of your credit card details.
What information is required and is it shared outside our company?
When shopping online with Transformulas all information is collected at the Sagepay website, and they tell us only the information we need to process and complete your order. This includes your name, address and you can choose whether to let us know your e-mail address.