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    If you have an enquiry for Semichem, please check out our frequently asked questions to see if we can answer your enquiry quickly and efficiently.

    If you cannot find what you are looking for, please email our customer services team through our Customer Service Center


    Where do you deliver?

    Semichem delivers throughout the UK - including Scottish Highlands and Islands, Northern Ireland and the Isle of Man. 

    ***Please note: We no longer deliver to addresses outside the United Kingdom. This applies to the Channel Islands and BFPO addresses. We hope to resume shipping to international locations in the near future and apologise for any inconvenience this temporary suspension of services has caused.***

    When placing your order you may specify a different delivery address to your billing address.

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    What are your delivery costs and estimated delivery times?

     

    UK Delivery Costs

    FREE Deliveries are available when you spend over £40 on a single transaction and you select standard delivery service. 

    Standard Delivery charges= £2.95

    Express Delivery charges= £4.99


    UK Delivery Times

    Standard Delivery is estimated to take 3 - 5 working days from the date of dispatch.  Handling time for Standard Delivery orders is 1 - 2 working days.

    Order cut-off for standard delivery services is 2pm. Orders placed after 2pm will be treated, for the purpose of delivery, as having been placed the next working day.

     

    Express Delivery is estimated to arrive the next working day.  **Please note we are unable to offer an express next day service to the Scottish Highlands and Islands, Northern Ireland and Isle of Man.**

    Order cut-off for express delivery services is 12pm. Orders placed after 12pm will be treated, for the purpose of delivery, as having been placed the next working day.

     

    Working Days are defined as Monday – Friday (Excluding weekends, bank and public holidays)- therefore any orders placed after 2pm (12pm express delivery) on Friday will not be processed until Monday.

    Delivery will be through Yodel and your order can be delivered anytime between 7am and 9pm and not necessarily delivered with your everyday post. All delivery timescales are approximate and subject to availability, precise timing cannot be specified.

    If you are not in at the time of delivery, a card should be left by Yodel telling you where your order is being held.

     

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    Can I track my order?

    Standard and Express Delivery - Yes, if you log in to your account and click 'view order' the option to track your parcel is by the products ordered section.  This will open a new window that will enable you to track your order throughYodel's website.  

     

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    What happens if I don’t receive my order?

    If you think your order has been lost in the post unfortunately we cannot refund or redeliver your item until 15 working days (10 for special delivery) after the date of dispatch. This is because the Royal Mail will not investigate lost mail until this point in time, and until then it is likely your order will still be delivered.

    If your order has taken longer than 15 working days after despatch (10 days for special delivery), please contact us through our Customer Service Center stating your order number and whether you would like a redelivery or a refund. We aim to process your request within 5 days.

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    How do I contact you about my delivery?

    If your question isn’t answered by our FAQs, then you can contact our Customer Service Team about your order, please visit our Customer Service Center

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    What is your returns procedure?

    You may cancel products you have purchased within 7 working days starting the day after delivery for any reason. Please note that cosmetics that are applied directly to the body are excluded from our returns policy, including lipsticks, nail products, facial cosmetics and eye products. 

    These goods are only excluded from the right to cancel if the seal has been broken by you the customer.

    In order to claim a full refund, returned goods must be in their original packaging, unused, and with seals unbroken. You should take reasonable care of the products in your possession. If you wish to return your order under these circumstances you must do the following: In the first instance, contact us through our Customer Service Center or send an email to help@semichem.co.uk within 7 working days starting the day after delivery to let us know that you wish to return goods. Remember when emailing to include your name, order number, product name and quantity you wish to return. We will send you our returns procedure and the required documentation to return product

    Package the goods to protect from damage in transit and return the unwanted goods, we recommend you do this by Royal Mail Recorded Delivery. Retain your recorded delivery slip as proof of postage. Customers are liable for the postage cost of returning unwanted goods.

    Refunds will be processed as soon as possible and in any case within 30 days. If you request a refund and refuse to return the goods or the goods are returned to us in unsatisfactory condition we will pursue you under breach of contract.

    Full details of our Returns and Refund Policy can be found in our terms and conditions.

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    I wish to cancel my order

    If you wish to cancel your order please contact us as soon as possible through our Customer Service Center stating your name, customer number, order number, time and date of order. We will try to stop your order being dispatched but this is not always possible the time between receiving the cancellation request and tracking down your order is too short.

    You may cancel products you have purchased within 7 working days starting the day after delivery for any reason with the exception of products highlighted in our returns policy.

    If an order is cancelled within the 7 working day cooling off period, all monies including the original delivery charge will be refunded as soon as possible and in any case within 30 days.

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    I want to return an item because it is damaged or incorrect

    If you receive an item that is faulty or incorrect, please notify us within 7 working days through our Customer Service Center or send an email to help@semichem.co.uk . Remember when contacting us to include your name, order number, product name and quantity you wish to return. We will send you our returns procedure and the required documentation to return the product/order.

    Please make sure you retain all original packaging, including outer packaging, to protect the goods in transit when returning. If the goods are incorrect please return them without removing the outer cellophane wrapper. All returns should be sent by Royal Mail recorded delivery and, if the received by the conditions set out in our returns procedure, we will issue you a full refund including any extra postage costs you have incurred.

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    I want to return a product because I have changed my mind

    Unless the goods are faulty or incorrect, customers are liable for the postage cost of returning unwanted goods. We recommend you send the unwanted goods back via Royal Mail recorded delivery and remember to retain your recorded delivery slip as proof of postage.

    Please notify us within 7 working days through our Customer Support Center if you wish to return unwanted item or email us at help@semichem.co.uk and we will send you our returns note needed to post the items back to us. Please return goods back to us in the condition that it was sent.

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    Can I return online purchases to my local store?

    Online purchases bought from Semichem.co.uk must be returned as per the aforementioned procedure. Returns, exchanges or refunds cannot be processed at store as some of our prices, products and offers are exclusive to Semichem.co.uk.

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    How do I return non-online purchases?

    If you have a product which you purchased at one of our stores, rather than through our website, and you wish to return it, please contact your local store. Your nearest store can be found on the website store locator.

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    I've forgotten my password, how do I get a new one?

    If you have forgotten your password you will have to request a new ONE TIME use only password by logging in here. All you have to do is enter your e-mail address and click the 'Request a New Password' button. When you log in next time, you will be asked to immediately change this password to something that you will remember. Existing passwords are not recoverable in the system, so if you lost your password, the only option is to request a temporary password.

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    Who can help me with a technical query?

    Our team of advisors will be happy to help you with any technical query you might have regarding using our site. To contact us please visit our Customer Service Center

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    How can I contact Semichem in writing?

    Write to:

    Customer Services
    Semichem.co.uk
    Hillwood House
    2 Harvest drive
    Newbridge
    Edinburgh
    EH28 8QJ

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    I'm interested in a career with Semichem

    To find out more about Semichem careers, check out our recruitment section or write to us at:

    Head of Human Resources
    Semichem.co.uk
    Hillwood House
    2 Harvest drive
    Newbridge
    Edinburgh
    EH28 8QJ

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    How do I checkout once I've been shopping?

    Once you are ready to purchase the products you have added to your basket, click on the “my basket” icon in the top righthand corner of the website and follow guidelines.

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    How do I buy Semichem promotions?

    For products that are on promotion, for example 'Buy one get one free' or 'Free product' offers, you must also add the 'free' product to your basket, as you would in store, for example, if it is buy one get one free, you must add two items to your basket. The discount will then be calculated on the 'Order Summary' page.

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    Is this site secure?

    Yes, our site is secure and any payment transactions we undertake online will be encrypted using secure sockets layer (SSL) technology and all your personal details are stored in accordance with the Data Protection Act. For more information on privacy please refer to our Privacy Policy. For more information about our site security please refer to our Security Policy.



    Disposal and Recycling Services

    Recycling your old electricals is easy!

    Recycle your electrical and electronic devices free at your local recycling centre. To find your nearest centre, visit the Recycle More website and type in your postcode.

    Why recycle?

    Unwanted electrical equipment is the UK’s fastest growing type of waste.

    Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

    We’re proud to support your local authority in providing local recycling facilities for electrical equipment.

    To remind you that old electrical equipment can be recycled, it is now marked with the crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with this symbol) in your bin.

    What is WEEE?

    The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.

    How are we helping?

    In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS).

    To find more information on WEEE recycling and to locate your nearest recycling centre please visit the Recycle More website.

    The Waste Batteries and Accumulators Regulations

    Under the Waste Battery Regulations Semichem are now offering a take back scheme for all portable waste batteries. You can return your waste batteries to our business premises in person (Please do not post).

    Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com 

    Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.

     

     

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