Customer Service

Frequently Asked Questions

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



If you cannot find what you are looking for, please email our customer services team at help@semichem.co.uk


Where do you deliver?

Semichem delivers throughout the UK(including Scottish Highlands and Islands, Northern Ireland, Isle of Man and Isles of Scilly & Channel Islands), and selected countries in Europe (see below).


Austria, Belgium, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Luxemburg, Netherlands, Norway, Portugal, Spain, Sweden and Switzerland.


***Please note due to an issue with Royal Mail we are currently unable to deliver aerosol’s to addresses outside of the UK. We hope to have this situation resolved as soon as possible***


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 £35 on a single transaction and you select standard delivery service.


Standard Delivery charges (if order value is less than £35) = £2.95.


Express Delivery charges (next working day) = £6.95.


UK Delivery Times

Standard Delivery is estimated to take 3 - 5 working days.


Express Delivery is ‘next working day’ by the Royal Mail. There is no Saturday Service therefore orders sent on a Friday will arrive on the Monday.


Order cut-off for all delivery services is 2pm. Orders placed after 2pm 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 on Friday will not be processed until Monday.


Delivery will be through Royal Mail 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 Royal Mail telling you where your order is being held.


European Delivery Costs & Times

We also deliver outside the UK for a standard overseas shipping charge of £5.00 and an estimated 10 working day delivery time from when the order is dispatched from warehouse.


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Can I track my order?

Standard Delivery - It is NOT possible to track a standard delivery order with Royal Mail after it has left out warehouse. Standard delivery is estimated at 3-5 working days.


Express Delivery – It is possible to track an express delivery order with a reference number provided by the Royal Mail that is supplied to us when the order is despatched.


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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, 20 days for overseas 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, 20 days for overseas delivery), please email help@semichem.co.uk 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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Who 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 email help@semichem.co.uk


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What is you returns procedure?

You may cancel products you have purchased within 7 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.


In order to claim a refund, returned goods must be in their original packaging, unopened, 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 by email help@semichem.co.uk within 7 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 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 email us as soon as possible at help@semichem.co.uk 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 cancelation request and tracking down your order is too short.


You may cancel products you have purchased within 7 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 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 days by email to help@semichem.co.uk. 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 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 days by email to help@semichem.co.uk if you wish to return unwanted item 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 email help@semichem.co.uk

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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:

Customer Services

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 and security, please refer to our privacy policy.


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