F.A.Q's
1. Are Victoria Ford products ethical and sustainable?
Yes. We care greatly about our environment and our impact upon it. Our products are also phthalate and paraben free. All our packaging is either biodegradable, compostable and / or is recyclable or is made from materials that can be re-used, re-purposed and/ or recycled.
2. I have forgotten my password, what can I do?
Do not worry. Simply click onto the ‘forgotten password’ on the login page and follow the instructions and a request to reset your password will be sent to the email you are registered with.
3. How can I check the status of my order?
Upon despatch of your order, you will receive a confirmation email which details your signed for tracking number. After your order has been despatched, you can check the status of your parcel directly online. Please allow 2-5 business days for your delivery. Although we use a tracked delivery service through Royal Mail, please appreciate that delays from an external courier can occur which are naturally out of our control. If the 2–5 working day time period has elapsed and you have still not received your order, please get in touch with us using the Enquiry Form and quote your name, order number, products purchased and a contact telephone number. After placing an order, if you do not receive a confirmation email detailing your tracking number, please allow 24 hours before contacting customer services.
4. Refund and Returns
We hope you will always be delighted with your purchase, but in the unlikely event that you would like to return a product, first, please click the link to our terms and conditions.
Please note that if your purchase was made at one of our stockists, please contact the stockist direct as your return needs to be made in accordance with the refund & return policies of that stockist.
In addition to the rights described above and in accordance with your rights under the Consumer Rights Act 2015, if the goods you receive are delivered damaged or are found to be faulty, we will be happy to offer you a refund. Please ensure you keep all boxes and / or packaging materials and your order number, invoice and / or receipt. We are unable to offer a refund for any products that have been opened, show signs of use and / or are not returned and received by us in the same perfect condition in which they were sent and within 28 days. In accordance with the Consumer Contract Regulations Act 2013, you may cancel your order and obtain a refund within 28 days of their delivery to you. You will be required to pay for any return postage unless goods are found to be faulty. We do not accept any liability for goods lost or damaged in their return transit back to us. We advise you to use a signed for courier provider. Before returning any item, please ensure you have contacted us to obtain your refund reference number. Once a refund has been confirmed by us, please allow 14 working days from our receiving your item for processing. If the above criteria has not been met, we will be unable to process a refund. If an item arrives to you damaged, please ensure you take photographic evidence and retain all packaging as necessary. If damage occurs whilst in use and the relevant care has not been adhered to, we will be unable to offer any refund or return. When resolving issues that may have arisen during use, we will require photographic evidence and further information regarding the use of your product.
5. Exceptions
Certain products cannot be refunded unfortunately. This is due to them being a bespoke order, are perishable and / or is for hygiene reasons. Please ensure you follow all product advice guidance to ensure you receive the best experience from all our products.
All our wax products are carefully created by hand using a natural wax and natural botanicals. Therefore these will contain various naturally formed imperfections and sometimes minor cracks or frosting, however this does not affect their use nor their performance.