Terms & Conditions / Returns policy

These terms and conditions of sale (the “T&Cs”) constitute a contract between Natalie Grace Cosmetics Ltd, the exclusive distributor of the Natalie Grace Cosmetics brand in the United Kingdom and (b) any natural person (the “Customer”) wishing to purchase Natalie Grace Cosmetics (the “Products”) via the https://nataliegracecosmetics.com e-commerce web site (“the Site”).

Natalie Grace Cosmetics Ltd is a Scottish registered company (SC637600) at PO Box 19098, Motherwell, ML1 9EU.

Throughout these T&Cs, the Customer and Natalie Grace Cosmetics are referred to jointly as the “Parties”, and individually as a Party”. Please read these T&Cs carefully before you use the Site or place any order for a Product. By using the Site or purchasing any Product, the Customer confirms they that accept these T&Cs, and agrees to comply with them.  If you do not agree to these T&Cs you must not use the Site or purchase any Product. If you have any questions about these T&Cs, contact us at customerservice@nataliegracecosmetics.com.

The Customer's access to the Site is also governed by the Website Terms of Use as well as by the Privacy Policy, both of which are accessible on the Site.

Customers may record or print out these T&Cs, provided that they do not modify them.

Any special requests made by a Customer in relation to any order is always subject to Natalie Grace Cosmetics ' prior written agreement. Any terms which a Customer may provide or attach to any order shall have no effect unless agreed in writing by Natalie Grace Cosmetics.

Subject Matter

These T&Cs set out the terms and conditions governing the online sale and the delivery of the Products by Natalie Grace Cosmetics to the Customer, as well as the respective rights and obligations of the Parties arising from the online sale of the Products that are offered on the Site.

They set out, for instance, all the steps that must be taken to place an order.

Description Of The Products

The Products available to purchase on the Site and their detailed descriptions (in the form of product data sheets) are shown on the Site to enable potential Customers to obtain information about the key characteristics of the Products that they wish to buy before placing an order.

Natalie Grace Cosmetics shall use its reasonable endeavours to ensure that the visual depictions of the Products shown on the Site constitute faithful reproductions of the original Products. Nevertheless, given that Natalie Grace Cosmetics does not have full control over the colour rendering properties of the Customer's computer hardware and software, Natalie Grace Cosmetics cannot be held liable for any inaccuracy of the photographs featured on the Site.

Customers who have any questions or require any advice concerning the Products and their use may contact our Customer Service unit by sending an e-mail to customerservice@nataliegracecosmetics.com

Availability Of The Products

The Products sold by Natalie Grace Cosmetics are those featured on the Site on the day on which the Customer accesses the Site, subject to availability.

Natalie Grace Cosmetics shall use its reasonable endeavours to report any permanent or temporary unavailability of its Products on the Sites information page describing each Product or at the time when a Customer places their order.

Despite our vigilance, should a Product that is ordered not be available at the time of sending the order (such as due to a stock outage or if Natalie Grace Cosmetics no longer sells the Product), Natalie Grace Cosmetics will inform the Customer about this as soon as possible by e-mail or phone and the Customer will be entitled to:

- either receive the available Products only;

- or cancel the order in its entirety.

In the absence of a reply from the Customer within 3 days from contact with Natalie Grace Cosmetics customer service, the order will be automatically sent with the available Products only.

A notification that the Product is unavailable may be issued at any point in time between the approval of the order and its delivery. Should the Customer already have been charged at the time of the cancellation, Natalie Grace Cosmetics undertakes to refund the entire value of the order to the Customer as soon as possible if the order has been cancelled in its entirety, or the value of the unavailable Products if only part of the order has been cancelled, directly to the method of payment that was used to pay for the order.

Where a page mentions free gifts or samples with a purchase, this is subject to availability.  An order shall not be cancelled in case of unavailability of free samples or gifts.


The prices of the Products are firm and are quoted in pounds sterling. The applicable prices shall be those that are displayed on the Site at the time when the Customer places its order.

Prices for Products are quoted including all taxes. Delivery costs (including any customs duty and other taxes and levies linked to the delivery) shall be listed separately in the Cart and shall be set out on the order summary prior to final approval and purchase by the Customer. All costs shall be set out in the order confirmation e-mail sent subsequently to the Customer. Delivery and Packaging costs may vary.

The total price stated in the order summary and in the order confirmation e-mail covers all of the charges billed to the Customer, including all taxes and levies, delivery costs and customs duty.

The prices include VAT and any change in the statutory rate of this tax shall be reflected in the prices of the Products featuring on the Site, as of the date the new rate comes into effect.

Should the Customer use a payment card tied to an account denominated in a currency other than pounds sterling, the Customer's payment provider may charge currency conversion costs and bank costs, which must be borne by the Customer in full. Should the Customer decide to return the Products, these costs shall not be refunded.

Prices charged will normally be verified as part of the order confirmation. In case of an error in the price quoted for the Products at the time of the order, where a Product's correct price is less than the quoted price, you will be charged the lower amount. If a Products correct price is higher than the quoted price, we shall contact you to give you the option to either maintain your order while paying the right price, or to cancel your order.

Placing An Order

By browsing the Site, Customers may obtain more information about the various Products that are on sale on the date of their visit.

When placing an order, Customers are guided to follow a series of straight-forward instructions featuring on the Site.

To place an order on the Site, a Customer must be at least 16 years-old, have the legal capacity to be bound by these T&Cs and hold a valid payment method.  The Customer may also select free samples or gifts, insert a promotional code, contact the customer service or subscribe to the newsletter.

Customers should note that they may change their mind, modify their order, cancel it or add further Products at any point in time during the ordering process, until they confirm their order and pay for it.

The sale shall be final (subject to the Customersright to withdraw in keeping with these T&Cs and Customers' statutory rights).

Order Confirmation

Once the order has been confirmed by the Customer and the payment has been approved, a summary of the order placed by the Customer, listing all the Products ordered shall be displayed, and an e-mail confirming the order shall be sent to the Customer (the Order Confirmation”).

The confirmation e-mail sent by Natalie Grace Cosmetics shall set out the following details:

  • the order number allocated by Natalie Grace Cosmetics when the Customer placed their order;
  • the order summary (identification of the Product(s) ordered, the quantity and the price);
  • the total value of the order, excluding VAT;
  • the delivery costs;
  • the delivery procedure for the Product(s) ordered (delivery method),

Please note, Natalie Grace Cosmetics is not VAT registered.

The cost of the order (including delivery costs) shall be taken when the Product(s) are dispatched. The Customer shall thereupon receive an e-mail confirming the dispatch of their order.

Customers who require information regarding the status of their orders should log in to their account to follow their order status or contact our Customer Service unit in case of a problem by clicking customerservice@nataliegracecosmetics.com.

Proof of Purchase

Customers are advised to print out and keep their Order Confirmation for their records.

If necessary, Customers may request the electronic contract formed between them and Natalie Grace Cosmetics. To do so, they should send us an e-mail to customerservice@nataliegracecosmetics.com, stating their contact details and the order number.

In general, Natalie Grace Cosmetics recommends that Customers keep a copy of all the e-mails concerning their orders. The Customer is hereby informed that e-mails shall be sent to the e-mail address provided by the Customer. Natalie Grace Cosmetics shall not be liable in case of a typing error in the e-mail address provided by the Customer resulting in the Order Confirmation e-mail not being received.

Moreover, Natalie Grace Cosmetics shall keep the information concerning any order for a period of 7 years, said information being made available to the Customer upon receipt of a request sent by the latter to customerservice@nataliegracecosmetics.com.

Retention of Title Clause

The Product(s) ordered will be at the Customer's risk from the time of delivery. Ownership of the Product(s) ordered will also pass to the Customer on delivery, provided full payment of all sums due in respect of the Product(s), including any delivery charges, has been received.

Method of Payment

Payment must be made on the Site immediately at the time of placing the order, in pounds sterling and by payment card only. Any other method of payment shall not be accepted.

You hereby warrant to Natalie Grace Cosmetics that you hold all the requisite authorisations to use your chosen method of payment at the time of the approval of your order.

Natalie Grace Cosmetics shall have the right to cancel an order which has not been paid in full and the Customer shall be informed of this by e-mail.

Secure Transactions

The order transaction shall be performed in keeping with all applicable banking security standards. In order to ensure the security of payments cards on the Site, Customers must disclose to Natalie Grace Cosmetics the security code (CVV) shown on the reverse of the bank card that they use to pay for their order.

The Customer's bank card shall then be debited after checking that their order meets all the terms of these T&Cs, and that the item(s) ordered are available, at the time when they are dispatched.

Natalie Grace Cosmetics uses a secure payment platform called Shopify Payments via Shopify.

As part of the ongoing campaign against fraud over the Internet, information concerning a Customer's order may be transmitted to any third party that is duly empowered by law to check the identity of the Customer, the validity of the order, the payment method used and the planned delivery.

Pursuant to these checks, Natalie Grace Cosmetics reserves the right to request a photocopy of the identity card of the Customer and/or proof of address, in order to check the identity of the holder of the card used for payment. Customers shall have a right to access, object, amend and delete their personal data that is held by Natalie Grace Cosmetics. Customers shall also have a right to restriction of the processing and data portability. To learn more about these rights and how to exercise them, please ready our Privacy Policy.

Should the Customer not respond to Natalie Grace Cosmeticss request for additional information within fifteen (15) days, the payment card order shall immediately be cancelled, and the account that was debited at the time of placing the order shall be refunded as soon as possible.

Delivery Terms and Cost

The Products are available to order internationally.

Once the order has been prepared, it will be dispatched to the postal address provided by the Customer upon placing the order.

An e-mail will be sent to the Customer when the order is dispatched.

Customers are advised to print out this e-mail in order to keep track of their order.

The Product(s) ordered by the Customer shall be delivered to the delivery address indicated in the order confirmation e-mail via Royal Mail.

Delivery costs and timescales as of the dispatching of the order:

'Working day' means Monday through Friday, except bank or public holidays.

Given that the orders are delivered by a third party service provider, Natalie Grace Cosmetics hereby disclaims, to the fullest extent permitted by law, all liability for the delayed performance or the improper performance of this obligation if this arises from the Customer's own fault or from the unpredictable or impossible to prevent acts of a third party to the contract or from force majeure.

In any event, the order must be delivered within thirty (30) days following the day after that on which the Customer placed their order, subject to full payment of the price.

Should the order not have been delivered within this timeframe, the Customer shall have the right to cancel their order. The moneys paid by the Customer shall then be refunded.

Late Delivery

The Customers must inform Natalie Grace Cosmetics about any delay in the delivery of their orders you are aware of as soon as possible by sending an e-mail to customerservice@nataliegracecosmetics.com in order to enable Natalie Grace Cosmetics to take the requisite steps with the postal or courier services involved.

Should Natalie Grace Cosmetics fail to deliver the Products within a reasonable period following the Customer's email and at the latest 30 (thirty) days after the order, the Customer may cancel his/her order by sending an e-mail to customerservice@nataliegracecosmetics.com.

Once a Customer has exercised their cancellation right, Natalie Grace Cosmetics shall refund the price of the order to the payment card or account that was used to place the order, as soon as possible and in any event within 14 (fourteen) working days following receipt of the Customer's request for cancellation.

No partial deliveries shall be performed.

Receipt Of The Products

Each delivery shall be deemed to have been performed once the Customer or a third party designated by the Customer has taken physical possession of the Product(s), with signature of the delivery note where available.

It is the Customer's responsibility to check that the Products that are delivered comply with the order and are in good condition when they are received.

In case of damaged or missing items, Customers must promptly notify the carrier, on the carriers form where available and providing a reasonable level of detail. In any case, the Customer shall also contact the Customer Service unit of Natalie Grace Cosmetics by sending an e-mail to customerservice@nataliegracecosmetics.com without undue delay.

Right To Withdraw And Return Policy

Statutory Right To Withdraw

The Customer has a cooling off period at any time before the order is delivered and up to fourteen (14) days afterwards, during which they may return any Product(s) ordered.

Customers have a legal obligation to take reasonable care of the Product(s) while in their possession. If a Customer fails to comply with this obligation, we may have a right to deduct the cost of any deterioration (due, for example, to the Customer having used the Product(s), up to the price of the Product(s), from the refund to which the Customer is otherwise entitled. The Product(s) must be sent back in the same condition in which the Customer receives them (which does not interfere with Customers' right to take any reasonable steps to examine the Product(s) and make sure they conform to the order). Before returning any product, a clear indication informing Natalie Grace Cosmetics that you want to return the Products must be sent to the following address: customerservice@nataliegracecosmetics.com.

However, in accordance with applicable laws, we do not accept returns and refunds of Product(s) if the Product(s) were personalised on request, or if the Product(s) have been opened / unsealed by the Customer and cannot be returned for reasons of hygiene (which is notably the case for cosmetics).

Subject to compliance with the return procedure described herein, Natalie Grace Cosmetics undertakes to refund all the moneys paid by the Customer, including the standard delivery costs.

Cost Of Returning The Products

The cost of returning the Products shall be borne by the Customer, except where the Products that were delivered do not comply with the order (in which case these costs shall be borne by Natalie Grace Cosmetics).

The Returns And Refund Process

In order to return a Product the Customer must follow the following steps.

STEP 1 – Contact Customer Service by e-mailing customerservice@nataliegracecosmetics.com including your full name, full postal address, contact number, order number, date of purchase and confirm card payment used for ordering. Detail your reason(s) for returning the products and we will respond within 14 days issuing a response as to whether we will accept the return or if it is unsuccessful. If there is a physical issue with the product, picture proof must be given or the return will not be granted.

STEP 2 – Return the Product(s)

Natalie Grace Cosmetics Ltd, PO BOX 19098 Motherwell ML19EU

You can initiate a return request up to 14 working days after receiving the Products and ask for a refund. The money shall be refunded through the same payment method as the one used for the order. You must return the Products in their original condition within 14 days. Out with this 14 day period a refund will not be granted under any circumstances. 

Please allow up to 14 days for your refund to be processed. 

Please ensure that you obtain proof of sending when you return the Products to us. We recommend that you keep your proof of sending to cover for the unlikely event that we do not receive the returned parcel. We cannot accept any liability for Products being returned that are lost in transit. You are advised to take out enough postal/carriage insurance to cover the value of the contents. Please save your proof of posting/despatch and tracking information until your refund has been processed. You will be responsible for the cost and risk of returning the Product(s), except when using the provided prepaid return label.

If the Products are not eligible for return, we shall be under no obligation to accept the returned Products nor to issue you any refund. We shall not be liable for any delivery costs in returning the Products to you if we reject them. If you would like the Products returned to you when we cannot accept a return, you must organise the collection and delivery of the Product(s) via customerservice@nataliegracecosmetics.com to your address at your expense within 28 days, or we shall not be under any obligation to keep the Products for you.

Processing of the refund

Moneys will be refunded using the same method originally used by you to pay for your purchase and within fourteen (14) days maximum following our receipt of the returned Products or, if earlier, following the day on which we receive evidence that you have returned the Product(s) to us, provided that you shall have returned the Products in their original condition in due time.

You will be refunded the price paid in full (subject to any deduction the are entitled to make due to your use of or damage to the Product(s) as set out above), including the cost of standard delivery. However, you will not be refunded your cost of returning the Product(s). If you received any promotional or other discount when you paid, any refund will only reflect the amount you actually paid.

You shall receive a notification from our Customer Service team by e-mail informing you about the completion of your refund.

Our returns policy only applies to purchases made online on the Site. We are not able to accept returns of Products bought in any partner store.

Statutory Warranties

We do not exclude or limit any warranty implied by law that it would be unlawful to exclude or limit.

Liability In Relation To The Site

Natalie Grace Cosmetics hereby disclaims liability for any inconvenience or damage arising from the Customer's use of the Internet network, such as breakdowns of the service, external intrusions or the presence of computer viruses and unavailability of the Site due to maintenance operations, technical failures, force majeure events or any other circumstance beyond Natalie Grace Cosmetics’s control.

Natalie Grace Cosmetics shall not be liable for non-material mistakes.

Natalie Grace Cosmetics shall not be liable if the customer service is unavailable due to events beyond Natalie Grace Cosmeticss control, including in case of a technical failure, interruption of the telephone or internet networks, equipment failure etc.

We are responsible to you for foreseeable loss and damage caused by us. Loss or damage may be foreseeable if it is obvious that it will happen.  We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights in relation to the products.  We are not liable for business losses. We only supply the products for domestic and private use.


All Customers must be at least 16 years old and have the capacity to be bound by these T&Cs to place an order on the Site.


Natalie Grace Cosmeticss Privacy Policy, which is available on the Site, forms part of these T&Cs. The Privacy Policy describes how Natalie Grace Cosmetics processes the Customer's personal data it collects or which the Customer provides when placing an order on the Site.

Force Majeure

Natalie Grace Cosmetics shall be under no liability for any delay or failure to deliver Products if the delay or failure is wholly or partly caused by circumstances beyond our control.


Should one or more of the provisions of these T&Cs be considered invalid or be declared as such in application of a law or a regulation, or pursuant to a final ruling by a court or authority that has jurisdiction, the other provisions shall remain fully valid.

Lack Of An Implied Waiver

If either you or we do not enforce any part of these T&Cs, that party is not prevented from enforcing that part of these T&Cs at any other time.


In case of differences of interpretation between any of the titles of the clauses and any of the actual terms of these T&Cs, the titles shall be deemed to be null and void.

Making Changes To These T&Cs

Natalie Grace Cosmetics shall be entitled to modify these T&Cs at any point in time. Any new version of these T&Cs shall be announced in advance on the Site. The version that is published online on the Site shall always take precedence over all the other versions of these T&Cs. However, the applicable T&Cs are those accepted by the Customer at the time of placing the order.

Integral Nature Of This Agreement

These T&Cs and the order summary sent to the Customer shall form a contractual whole comprising the entire agreement between the Parties.


These T&Cs of the Site are hereby drawn up in English.

The entire content of the Site is accessible in English only.

Applicable Law – Settlement Of Disputes

These T&Cs shall be governed by Scottish law, except that if the Customer lives in England or Northern Ireland, there may be certain mandatory applicable laws of the Customer's country which apply for the Customer's benefit and protection in addition to or instead of certain provisions of English law.

The Customer agrees that any dispute between you and us regarding these T&Cs or any order will only be dealt with by the English courts, except that if the Customer lives in Scotland or Northern Ireland, the Customer can choose to bring legal proceedings either in the Customer's country or in England, but if we bring legal proceedings, we may only do so in the Customer's country.

http://ec.europa.eu/consumers/odr/ provides information about alternative dispute resolution which may be of interest.

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Changes to Orders or Arrange a Return

If you require to change or cancel your order or to arrange a return, please contact customerservice@nataliegracecosmetics.com.

Report at Problem

If you have any issues, please contact customerservice@nataliegracecosmetics.com.  Should your problem be with an order, ensure you include your Order Number in the subject of your email.