Our returns policy

If you’ve changed your mind about keeping your purchase, please return it within 30 days in its original condition with proof of purchase. We’ll exchange or refund it, as long as it meets our terms and conditions explained on this page.

By original condition we mean:

  • you’ve kept all original packaging and labels in good condition and the product can be resold at full price.
  • you have not used the product.

How to return

Returns must be sent to the following address: Returns: GoodNatured Skincare, 20 – 22 Wenlock Street, London, N1 7GU

What can’t be returned

These products can only be returned if they’re faulty or not as described.

  • Purchases received over 30 days ago
  • Items you’ve opened or unsealed, other than where necessary to inspect
  • Items without the original packaging or labels
  • Damaged products
  • Opened gift cards
  • Beauty products that have been opened, used or don’t have the seal intact

please keep your receipt or order confirmation as proof of purchase for us to process a return that is outside our returns policy as we will not be able to process your refund or exchange.

How you’ll be refunded

You’ll receive a refund within 14 days of returning the item to the same payment method you used. For items bought with gift cards, we’ll send an e-gift card to the email address that was used to make the purchase.

Returning faulty items

If your product arrives damaged please notify us within 30 days of purchase, please return it with proof of purchase and we’ll exchange or refund it.  After 30 days, we will not issue a refund but will replace the item following the terms of the Consumer Rights Act 2015.


None of the above exclusions affect your statutory rights, in particular your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Returns cost

Small items can be posted via Royal Mail or your preferred courier.

More return types

Refunds for purchases made with a promo code:

If you bought a few items with a promo code and returned one or some of these, we’ll deduct a percentage of the promotion value from your refund.

Gifts with purchase

Gifts received as part of an offer or promotion when purchasing an item must be returned with the main ‘qualifying’ item to receive a full refund. You can still buy the gift, provided it’s for sale on the John Lewis website as a standalone item, by placing a new order for it at the normal advertised price.

Issues with your return

You should receive your refund for returns within 14 days of sending the item back.

It can take up to seven days for it to reach our returns centre. Then, we check and process your return, which can take up to two days. We’ll then send you an email to confirm it’s been processed, and your refund should be in your account within five days.

If you haven’t received your refund within 14 days of sending it, please contact us: info@goodnaturedskincare.com

We don’t take responsibility for items returned to us by mistake. We can’t guarantee that incorrect items can be found or returned to you and we do not accept any liability for such returns. If you realise you have returned an item in error please contact us immediately with the order details.