FAQs

Evri says my parcel has been delivered, but I can't find it. What should I do? 

We’re sorry to hear this! Firstly, please check: 

If you still cannot locate your parcel, please contact us as soon as possible with your order number and we’ll look into it further for you.  

My parcel is late. What should I do? 

Please check your Evri tracking first, as this will usually contain the latest delivery information. 

If your parcel is outside the expected delivery timeframe and the tracking is not providing a clear update, please get in touch and we’ll look into it further for you.  

Can I change my delivery address after placing my order? 

Unfortunately, we cannot guarantee that an address can be changed after an order has been placed. If you’d like to change your delivery address after placing an order, please contact us as soon as possible. Orders are automatically sent to our warehouse for processing, so once your order has reached a certain stage we may not be able to change the delivery address. 

It is your responsibility to add the correct delivery address to your order at check-out. If you have selected an old address and it has been delivered, we are not able to provide any refund/replacement.  

Can I cancel my order before it has been dispatched? 

We will always do our best to help, but our warehouse processes orders quickly and we cannot guarantee that we will be able to stop an order once it has entered the fulfilment process. 

If the order has already been dispatched, you can follow our normal returns process once you receive it. 

Can I add another item to an order I've already placed? 

Unfortunately, we normally cannot add products to an order once it has been submitted. 

You may need to place a separate order for the additional item. 

Do you deliver to PO Boxes? 

Unfortunately, we are currently unable to deliver orders to PO Box addresses. 

Do you deliver outside the UK? 

Yes, STYLPRO is available in a number of countries. 

If you are shopping outside the UK, please use our country/region selector to find the correct STYLPRO store for your location. 

Delivery charges and estimated delivery times vary by country and will be shown on the relevant store or during checkout. 

Problems With Your Order 

My order has arrived damaged. What should I do? 

We’re so sorry to hear this! Please contact our Customer Care team as soon as possible and include: 

We need enough information to assess the damage before we can arrange the appropriate next step, such as a replacement, refund or return. 

Please do not dispose of the product or packaging until our team has reviewed your case. 

I've received the wrong item. What should I do? 

Please contact us with your order number and a photograph of the item you received. 

We'll check your order and arrange the appropriate next step. 

An item is missing from my order. What should I do? 

Please check the contents of the parcel carefully and your dispatch confirmation, as some orders may occasionally be sent in more than one parcel. 

If something is still missing, contact us with the following information and we’ll look into it further for you: 

Returns

Can I return an unwanted product? 

Yes. For products purchased directly from stylpro.co.uk, you can tell us that you wish to cancel your order within 30 days of receiving it. 

Please contact our Customer Care team before returning your product so we can provide the correct returns information.  

If you have received a return label in your parcel, you can use this and return it to your local Evri parcel shop. You can find more information here.  

Do I have to pay to return an unwanted product? 

No. You can reach out to our Customer Care team who will send a pre-paid returns label to you.  

We strongly recommend keeping your proof of postage – in the rare event that your parcel is lost on its way back to us, this ensures that we can provide the best resolution possible to you. 

If a product is faulty, damaged on arrival or we have sent you the wrong item, please contact us before returning anything so that we can advise you on the correct process. 

Can I return a product I've opened? 

You are entitled to inspect a product in a similar way to how you could inspect it in a shop. 

However, some sealed products may not be suitable for return once opened where there are genuine health protection or hygiene reasons. 

This is particularly important for certain personal care and beauty products that come into direct contact with the skin. 

If you're unsure whether your product can be returned, please contact us before sending it back. 

This restriction does not affect your rights if the product is faulty. 

Can I return a product I've used? 

No. If the product is opened and has been used, it is no longer able to be returned for a refund. As our products are beauty and wellness devices, hygiene is of utmost importance to us, and all of our products arrive sealed and cannot be resold if the seal has been broken.  

If your product is faulty, please contact us even if you have used it. 

Does my return need to be in its original packaging? 

Where possible, please return the product with its original packaging, instructions, accessories, cables, attachments and other supplied components. 

Products should be packed carefully to avoid damage during transit. 

Where should I send my return? 

Please contact Customer Care before sending your return. 

We will provide you with the correct returns instructions. 

Please do not send returns to our Head Office unless a member of our team has specifically instructed you to do so. 

What information should I include with my return? 

Please include enough information for us to identify the return, including: 

Without this information, processing your return may take longer. 

Refunds 

When will I receive my refund? 

Once your return has been received and checked, we will process your refund as quickly as possible. 

For eligible change-of-mind returns, refunds will be made within the applicable statutory timeframe and normally no later than 10 working days after we receive the returned goods, or after you provide evidence that the goods have been sent back where applicable. 

Your bank or payment provider may then take additional time to show the funds in your account. 

How will I receive my refund? 

Refunds are normally returned to the original payment method used to place the order. 

Unfortunately, we cannot normally refund a different card, account or payment method. 

Is my original delivery charge refunded? 

If you cancel your complete online order within your statutory cancellation period, any standard outbound delivery charge you paid will normally be refunded in accordance with your consumer rights. 

If you selected a premium or enhanced delivery service, we are only required to refund up to the cost of our standard delivery service. 

I haven't received my refund yet. What should I do? 

Please first check the account used for the original payment. 

If we have confirmed that your refund has been processed but you still cannot see it after the timeframe advised by your bank or payment provider, contact us and we'll check the transaction. 

Faulty Products & Warranty 

My STYLPRO product isn't working. What should I do? 

We're sorry you're having trouble with your product. 

Before returning anything, please contact our Customer Care team. 

Please provide: 

For electrical products, our team may also ask you to complete some simple troubleshooting checks. 

This helps us understand the issue and resolve it as quickly as possible. 

My product developed a fault after 30 days. What happens? 

We’re so sorry to hear this – please contact our Customer Care team as soon as possible and we will look into this further for you. 

How long is the STYLPRO warranty? 

Many STYLPRO electrical products include a 2-year manufacturer's warranty, where this is stated on the product page or product documentation. 

The warranty starts from the original date of purchase, so please keep your proof of purchase. There is no need to register your warranty – your proof of purchase acts as this. 

Individual products may have different warranty terms, so please check the information supplied with your product. 

Our manufacturer's warranty is provided in addition to your statutory consumer rights and does not replace them. 

What does the warranty cover? 

Our warranty is designed to cover manufacturing defects in materials or workmanship during the applicable warranty period. 

It does not normally cover problems caused by: 

We will assess each warranty claim individually. 

Do I need proof of purchase for a warranty claim? 

Yes, please keep your proof of purchase. 

This could be your order confirmation, retailer receipt or other acceptable evidence showing where and when the product was purchased. 

Do I need to return a faulty product? 

Sometimes. Please do not return a faulty product until you have contacted us. 

Depending on the issue, our team may need photographs, a video, troubleshooting information or the product itself before determining the appropriate solution. 

If a return is required, we'll provide the relevant instructions. 

Can I throw away a damaged or faulty product once I've contacted you? 

Please don't dispose of the product until we have confirmed that you can do so. We may need additional photographs, information or for the item to be returned as part of our assessment. 

Does the warranty cover accidental damage? 

We'll review the issue and advise you on the next appropriate step. 

Payments & Promotions 

What payment methods do you accept? 

The payment methods currently available will be displayed during checkout. 

All payments are processed securely. 

My discount code isn't working. What should I do? 

Please check: 

Some discount codes cannot be combined with other promotions or discount codes. 

If you're still having trouble, contact us before completing your order. 

Can you apply a discount code after I've placed my order? 

Promotional codes normally need to be entered during checkout and cannot be added retrospectively once an order has been completed. 

Product Questions 

Where can I find instructions for my STYLPRO product?