We kindly ask that you review our shipping policy before placing your order to ensure a smooth and informed shopping experience. If you have any questions or need further clarification, please don't hesitate to reach out to us using the contact form at the bottom of this page.
For hygiene and safety reasons, our Tools, Hygiene, and Skin Collections are non-returnable unless they exhibit a manufacturing defect or are deemed faulty. We take quality control seriously to ensure every product meets the highest standards, but we understand that unexpected issues can arise.
To accommodate occasional errors—whether on your part or ours—we are pleased to offer a discretionary 7-day exchange policy for items in these collections.
Exchange Eligibility:
To initiate an exchange, please contact our customer service team within seven days of receiving your order. Be prepared to provide your order number, details about the product, and any relevant photographs if needed.
Sale/Outlet items are strictly Non Retunable
We value your satisfaction and will always strive to resolve any issues promptly and fairly.
If a order has been refused or not claimed there will be a automatic £15.00 restocking fee.
We regret to inform you that, due to hygiene and safety regulations, we are strictly unable to accept returns for hygiene-restricted items. This policy ensures the highest standards of safety and quality for all our customers.
Additionally, the following items are non-returnable:
Due to increased shipping costs, we are unable to offer free returns. We appreciate your understanding as we continue to focus on delivering high-quality products and exceptional service.
How to Initiate a Return
To begin the return process, please follow these steps:
Important Notes:
Our team is here to assist you at every step. Should you have any questions or concerns about the returns process, please do not hesitate to reach out to us. Thank you for your understanding and cooperation.
Please note that we do not offer cancellations on pre-order items as they are made to order. By purchasing a pre-order item, you are confirming your commitment to the order, which will be fulfilled based on the production and allocation process outlined below.
Shipping and Lead Times
Order Fulfillment & Shipping Adjustments
We appreciate your understanding and patience during the pre-order process. Should you have any questions or concerns, our customer service team is available to assist you.
Once we receive your return or exchange, we will promptly notify you via email. Please note that shipping costs for dispatched orders are non-refundable.
Refunds will be processed to your original payment method within 3-5 working days from the date we receive the returned item(s). Please be aware that any chargeback fees incurred will be deducted from the final refund amount.
For any refund inquiries or issues, please contact us at hello@navyprofessional.com.
If you haven't received a refund notification within 2-5 working days, we kindly ask you to first check your junk or spam folder, as well as your bank account. If you still don't see the refund, please contact your bank directly to inquire about the status.
Should the issue persist, please reach out to us again at hello@navyprofessional.com, and we will be happy to assist you further
If you have received a defective item or need to arrange an exchange, please email us at hello@navyprofessional.com to discuss the issue. We will work with you to resolve the matter as quickly as possible.
Please note that return postage for items outside the UK is not covered.
Any replacements will be sent to the address provided in your original order unless you notify us in writing via email with an updated address.
Only full-priced items are eligible for a refund. Sale items are non-refundable and non-exchangeable unless they are faulty or defective.
If you receive a faulty sale item, please contact us, and we will assist you with the return or exchange process.
If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the return value. However, if the item was not marked as a gift or was shipped to the gift giver, the refund will be issued to the original purchaser.
We use DPD and Royal Mail services for delivery:
Important Note on Deliveries:
If the courier leaves your parcel in a safe place, with a neighbor, or with a third-party service, we cannot accept responsibility for any loss or misplacement of the item. Please ensure you provide a secure delivery address.
Returns:
When returning items, we strongly recommend using a trackable shipping service or purchasing shipping insurance. Please note that we are not responsible for returned items until they are received at our headquarters.
International customers may be required to pay taxes and duties on their orders. When goods are imported into a different country or customs territory, a charge called Customs Duty may be applied by the local customs authority.
If Customs Duty is applicable in your region, you will be responsible for paying it directly to the customs authorities. The amount and applicability of Customs Duty depend on the specific regulations of your country.
Customs Duty is typically calculated based on the value and type of goods being imported, and it is the responsibility of the customer to ensure these fees are paid upon arrival. Please check with your local customs office for more details on how taxes and duties are calculated in your region.
If you choose to refuse the customs fee, your parcel will be returned to Navy HQ. Once received, we will process a refund for your order, in this case please note a customs handling fee will be deducted from your refund.
If you're unsure whether customs fees will apply, we recommend contacting your local customs office for more information before placing your order.
For further information about our EU responsible person please email assistance@navyprofessional.com
To ensure we can process your address change, please submit any updates in writing at least3 working daysbefore dispatch. While we will make every effort to accommodate address changes, we cannot guarantee that changes will be processed in time for dispatch
Due to rising shipping costs, we are unable to offer free returns. To initiate a return, please email us with details of the item(s) you wish to return, along with the reason for the return.
When returning items, please ensure they are securely packaged to prevent damage during transit. We recommend using a tracked shipping service, as we are not responsible for the item until it reaches our warehouse.
For processing, you may be asked to provide proof of purchase and any applicable warranty documents.
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