Returns & Exchanges
Exchanging or returning an item couldn’t be easier. Try your purchase on in the comfort of your own home and let us know straightaway if you’d like a different size or a refund and we’ll collect from your home, work or an alternative address.
You have 28 days from receiving your order to:
Create your exchange or return here, or, if you are a registered user, by logging in your SRUR Beauty Center account
Take your return to your nearest drop off point or book your complimentary collection with DHL Express
Send your purchase back to us
Items must be returned to us unused with all SRUR Beauty Center tags and designer labels still attached. Returns that do not meet our policy will be sent back to you.
Need a different size or color?
There’s no cost to exchange your purchase, although if you’re based outside the EU, taxes and duties are applicable. If you wish to try another style, simply return it for a store credit refund and purchase the new item separately
Returning your purchase
As soon as you've decided you'd like to exchange or return, you have 28 days from the date you received your order. Please follow the below steps:
Create your exchange or return here. If you are a registered user, by logging in your SRUR Beauty Center account under My Orders, select the order number containing the item(s) you would like to return.
Sign the returns proforma invoice included in the box with your order. If you no longer have this, you can find a replacement PDF copy attached to your Dispatch Email. Seal your box before handing to the courier.
Return your purchase:
a) Return for free at your nearest DHL Express service point. Please find your nearest drop-off point here
b) Book a free returns collection:
Online
Click on the link here or in your returns email. Make sure your country/region is correct in the top-right hand corner of the page and follow these steps:
You will be asked if you need a DHL return label. Simply select ‘No’ followed by ‘Next’ as this would have been included with your initial order. If you don’t have a label please contact Customer Care for a new one.
In the drop down select the DHL waybill to book your collection. The 10-digit waybill is located under the barcode of your printed returns label.
Enter your collection address and any specific instructions for the driver.
Add the weight of the parcel and the dimensions.
Use the cursor arrows to select your preferred date and collection window.
You will receive an email (and SMS if signed up) once your collection is confirmed.
Additional Information
To ensure your return is covered by our free returns policy and reaches us promptly, items must be returned from the same country to which they were delivered. Orders sent back from a different destination may incur additional charges or be delayed by customs.
We prefer that items are returned to us via our own service or nominated courier partners (UPS and DHL Express) so that they are protected and insured. If you are returning via DHL, please ensure you use DHL Express and not another third party, such as DHL Deutsche Post.
You can return using other third party providers, but we are unable to accept liability or responsibility for these. If you intend to do this, please send your return to the following address:
SRUR Beauty Center, 159 High Rd, London N22 6YQ, United Kingdom
Receiving a refund
You can choose to receive your refund either as store credit to your SRUR Beauty Center account or back to the original payment method.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. Your shipping costs will be excluded unless the item is faulty or canceled under the ICACRs.
As your order will have been sent to a destination within the EU or the United Kingdom, all sales taxes will be refunded.
Repeated returns not in compliance with the Return Policy
We offer a flexible return policy to make your online shopping experience even easier. We do monitor the number of returns made by customers in order to check whether the purchase of products is pursued for consumer purposes and is not, on the contrary, pursued for commercial, entrepreneurial or professional purposes, and/or is otherwise related to fraudulent intent. Frequent or repeated returns and in breach of our terms and conditions will be flagged. In this case, at our discretion, we may proceed to close your SRUR Beauty Center account or refuse future orders.
Our Return Policy
All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the SRUR Beauty Center and designer tags attached to them (if applicable). This includes all packaging, accessories and authenticity cards/dust bags. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
For example, we may make a reduction in the following circumstances:
the product(s) have been used, worn, damaged or washed;
the designer and SRUR Beauty Center tag are not attached to the product(s) or have not been returned. Please note that the SRUR Beauty Center and designer tags constitute an integral part of each product; and/or
you have not returned any packaging which is considered an integral part of a product (such as a dust bag).
You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.
You have 28 days from receiving your order to:
Create your exchange or return here, or, if you are a registered user, by logging in your SRUR Beauty Center account
Take your return to your nearest drop off point or book your complimentary collection with DHL Express
Send your purchase back to us
Items must be returned to us unused with all SRUR Beauty Center tags and designer labels still attached. Returns that do not meet our policy will be sent back to you.
Need a different size or color?
There’s no cost to exchange your purchase, although if you’re based outside the EU, taxes and duties are applicable. If you wish to try another style, simply return it for a store credit refund and purchase the new item separately
Returning your purchase
As soon as you've decided you'd like to exchange or return, you have 28 days from the date you received your order. Please follow the below steps:
Create your exchange or return here. If you are a registered user, by logging in your SRUR Beauty Center account under My Orders, select the order number containing the item(s) you would like to return.
Sign the returns proforma invoice included in the box with your order. If you no longer have this, you can find a replacement PDF copy attached to your Dispatch Email. Seal your box before handing to the courier.
Return your purchase:
a) Return for free at your nearest DHL Express service point. Please find your nearest drop-off point here
b) Book a free returns collection:
Online
Click on the link here or in your returns email. Make sure your country/region is correct in the top-right hand corner of the page and follow these steps:
You will be asked if you need a DHL return label. Simply select ‘No’ followed by ‘Next’ as this would have been included with your initial order. If you don’t have a label please contact Customer Care for a new one.
In the drop down select the DHL waybill to book your collection. The 10-digit waybill is located under the barcode of your printed returns label.
Enter your collection address and any specific instructions for the driver.
Add the weight of the parcel and the dimensions.
Use the cursor arrows to select your preferred date and collection window.
You will receive an email (and SMS if signed up) once your collection is confirmed.
Additional Information
To ensure your return is covered by our free returns policy and reaches us promptly, items must be returned from the same country to which they were delivered. Orders sent back from a different destination may incur additional charges or be delayed by customs.
We prefer that items are returned to us via our own service or nominated courier partners (UPS and DHL Express) so that they are protected and insured. If you are returning via DHL, please ensure you use DHL Express and not another third party, such as DHL Deutsche Post.
You can return using other third party providers, but we are unable to accept liability or responsibility for these. If you intend to do this, please send your return to the following address:
SRUR Beauty Center, 159 High Rd, London N22 6YQ, United Kingdom
Receiving a refund
You can choose to receive your refund either as store credit to your SRUR Beauty Center account or back to the original payment method.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. Your shipping costs will be excluded unless the item is faulty or canceled under the ICACRs.
As your order will have been sent to a destination within the EU or the United Kingdom, all sales taxes will be refunded.
Repeated returns not in compliance with the Return Policy
We offer a flexible return policy to make your online shopping experience even easier. We do monitor the number of returns made by customers in order to check whether the purchase of products is pursued for consumer purposes and is not, on the contrary, pursued for commercial, entrepreneurial or professional purposes, and/or is otherwise related to fraudulent intent. Frequent or repeated returns and in breach of our terms and conditions will be flagged. In this case, at our discretion, we may proceed to close your SRUR Beauty Center account or refuse future orders.
Our Return Policy
All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the SRUR Beauty Center and designer tags attached to them (if applicable). This includes all packaging, accessories and authenticity cards/dust bags. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
For example, we may make a reduction in the following circumstances:
the product(s) have been used, worn, damaged or washed;
the designer and SRUR Beauty Center tag are not attached to the product(s) or have not been returned. Please note that the SRUR Beauty Center and designer tags constitute an integral part of each product; and/or
you have not returned any packaging which is considered an integral part of a product (such as a dust bag).
You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.