Delivery & Returns Information

Delivery Information

All orders require a signature on delivery.

UK FREE Delivery
Please allow 3-5 working days for delivery using Second Class Royal Mail.
Order more than £30 to use this service.

UK Standard Delivery
Please allow 1-3 working days for delivery. Orders are dispatched within 24 hours and delivered using First Class Royal Mail.
Price: £3.50

UK Express Delivery
Order by 11am for same day dispatch and delivery within 1 working day to UK mainland (no Saturday deliveries).
Pai uses a range of next day delivery services, including Special Delivery Royal Mail.
Price: £6.00

If your order is not delivered within the above time frame, please contact us.

30 Day Money Back Guarantee

Pai offers a full money-back guarantee on our full size cosmetic products including all delivery charges.

Ordering skin care products online is more difficult than in a store where you can try a tester.

We are so confident you will love your Pai product, that if for any reason you feel the product is not for you, then you can return it for an exchange or refund.

No other skin care company offers this, so what's the catch?

There is one condition. If you are returning a product we ask that you complete a short survey to tell us what you didn't like about the product.

This information will help us to improve our products and we do appreciate the time you take to give us feedback.

Please note that the guarantee can only be used once per transaction and once per product.

Products that do not qualify:

- non-cosmetic products including muslin cloths and eye masks.
- trial size products and sets.
- gift sets.

These products are covered by our standard Returns Policy (see below).

Delivery Costs

If returning a product under the money back guarantee for a refund, Pai will refund all or a proportion (if your order included more than one product) of the Standard Delivery charge.

We also refund your reasonable delivery costs (as calculated using 2nd Class Royal Mail Packet Post up to a maximum of our standard delivery charge of £3.50) in returning the item to us.

You may wish to post using a using a trackable delivery service for your own peace of mind, as we can only process a returned item once we have received it and cannot do so if it gets lost in the post. However, we cannot refund for priority or premium postal services or for insurance.

Regrettably, we cannot offer refunds or exchanges on products that we have not received back.

Products returned for exchange are dispatched free of charge using our free delivery service. If you require standard or expidited delivery, you can pay an additional delivery charge for this service.

Returned products should be sent to:

Pai Skincare
11 Devonshire Mews
London W4 2HA

Returns Policy

You may cancel any order before it has been dispatched for a full refund.

If we have delivered the wrong product or one that is faulty in some way, please contact us to arrange a replacement.

Please note that if you bought a Pai product from another retailer, you should always return it to them.

For products excluded from the Pai extended warranty (30-Day Satisfaction Guarantee) which includes trial size products, muslin cloths, gift sets and eye masks, you may return your purchased items within 7 working days of delivery for any reason (including if you simply change your mind).

To do so you must notify us in writing or other durable medium (including e-mail) within those 7 working days. You will then be entitled to a refund from us, which will be paid as soon as possible, but in any event within 30 days. You must arrange for and pay the costs of returning the Products to us – on request, we will collect the Products from you, but the cost of this will be charged to you and we may deduct this from the refund.

While in your possession, you must keep any Products you intend to return to us in good condition.

• the Product delivered is not what you ordered or does not correspond with its description;
• the Product delivered is not of a satisfactory quality; or
• the Product is not fit for any other purpose for which you have bought it and you notified us, in writing, of this purpose before purchase, and we have not informed you that the Product is not fit for that purpose

we will, at our option, deliver to you a replacement Product or refund to you the price paid and your reasonable costs of returning the Products.