Terms and Conditions of Business

Please read these terms and conditions carefully, and each time you place an order. These terms may be changed from time to time by placing appropriate notification on this page.

These are the terms that will govern any contract between yourself and Yvonne GraY for the sale of the products displayed on this website. By accessing this website you agree to the Terms and Conditions outlined below. If you do not agree to them, you may not use this website and should leave it immediately. The Yvonne GraY website is available solely for your own personal use. You may not use any part of this website for any commercial purpose without the prior written permission of Yvonne GraY. Visitors under the age of 16 should not register with our website, nor submit any order or information to us.

NB: Trade customers, or customers making purchases from the Trade Sales section of the Yvonne GraY website should refer to the Trade Terms & Conditions, since different delivery charges and terms apply.


Shopping on (or off) Line

We have taken great care in presenting products in our sales literature and on our website as accurately as possible. The images you see on our colour charts will depend on the settings and colour capabilities of your monitor display. Also, product, packaging or product presentation may vary according to supplier availability. We are therefore unable to guarantee that the product images you see are an accurate representation of the actual merchandise available. Before you place an order you should read the full product description in addition to the terms below concerning Price, Payment, Delivery and Returns Policy. These pages form part of these terms and conditions and contain important information about your order.

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Product Availability

We feature feature products on our website that have been carefully selected for Online Shopping. Once an item is sold out, it will be taken off the website at the earliest opportunity and may, or may not be available again.

Prices of products and product sizes and/or packaging may vary or change from time to time. If items that you order are out of stock, unavailable, subject to a delay or the price is higher than that shown on your order, we will try to contact you at the email address you provided when placing your order. If we cannot contact you or receive no response to our email, we will continue to process the remaining items on your order.

All items are subject to availability. Any items not available at the time of receiving your order, will be indicated on your Delivery Note with either a "To-follow" note (if delivery can be made within 30 days of receipt of your order) or an “Out of Stock – please re-order” notification.  For any items temporarily Out of Stock, a refund will be made to you for the difference (if payment has already been taken) Any items permanently Out of Stock will be removed from our website.

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Pricing Policy

Prices shown o n the Yvonne GraY website are in £ Sterling and are inclusive of VAT (where applicable). 

Prices of goods may change and offers may be withdrawn at any time.

Yvonne GraY endeavours to ensure that all merchandise offered on the website, is available at the current list price, or less in the case of special promotions.

From time to time, we may offer additional discounts for purchases online from our website that do not apply to orders placed direct with Yvonne GraY. Additionally, items offered as Gift Sets, Kits or Regimes on this site may vary, and individual product prices may apply.

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Gift Wrapping and / or Message Card

Unless specified as available for Gift Sets and Regimes on product information pages, Yvonne GraY does not currently offer this service for standard online orders of individual products. 

If you require Gift Wrapping and / or Message Card for two or more products, please email us immediately upon receipt of your Order Confirmation email, quoting your "RC" Order Reference Number and the product codes concerned.

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Placing an Order

No contract for the sale of goods shall arise until the customer has paid the purchase price and all additional charges in full. The risk in goods shall pass to the customer when the contract of sale is made.

By submitting an order to us via this website, you will represent and warrant that the payment details you have submitted with your order are correct and valid. Also that your payment will be made in full when your order has been accepted and processed by us.

If the Invoice Address you have provided is the same as your Delivery Address, in placing an order for goods on our website, you confirm that you are the person referred to in the Delivery Address. Otherwise, in placing an order with us, you confirm that you are the person referred to in the Invoice Address.

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Order Line

The Yvonne GraY Team will be delighted to help you place an order over the telephone, advise you on the range of merchandise we offer on our website and help you with any queries regarding payment.

Please call 0870 737 0077 (UK only) or +44 (0) 870 737 0077 (from outside the UK)

If lines are busy or outside trading hours, please leave a message on our voicemail, advising your name, customer number (if known) and a contact phone number.

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Acceptance of your Order

Please note that it is your responsibility to supply all relevant information accurately in order to complete the order as requested. It is your responsibility to check that your order is accurate prior to submitting it to Yvonne GraY.

Shortly after you have placed an order with us by pressing the ‘Submit Order' button, a Payment and Order Confirmation email will be sent to you, itemising the details of your order. You should check these details carefully, and email us immediately to notify us of any changes, following the Order Changes, Additions or Cancellation process outlined below.

Please note that this Order Confirmation is not an official Order Acceptance from Yvonne GraY. Order Acceptance and the completion of the contract between yourself and Yvonne GraY takes place when your order is dispatched, unless you have cancelled that order in accordance with the Order Cancellation conditions detailed below.


Non-acceptance of an order may be a result of one of the following:

  • The product you ordered being unavailable or out of stock - see Product Availability 
  • Our inability to obtain authorisation for your payment
  • The identification of a pricing or product description error
  • Failure to meet the eligibility to order criteria set out in the Terms and Conditions

Successful on line internet orders will be confirmed by email. Should you not receive both Payment and Order Confirmation emails within 7 working days, please email us at sales@yvonne-gray.co.uk  advising your name, "RC" Order Reference Number, Customer Number (if known) and date of order, or call us on 0870 737 0077 (UK only) or +44 (0) 870 737 0077 (from outside the UK).

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Payment Options

For orders online, Yvonne GraY accepts payment by Visa, Master Card, Switch, Solo, Electron and Delta.

Yvonne GraY does not accept cash, cheques or gift vouchers as payment online. However, orders made by post, fax or phone can be accompanied by cheques or gift vouchers. To pay by any means other than by debit or credit card, please Contact Us by email, or click the Contact button on our Homepage.

Yvonne GraY currently uses SagePay (formerly Protx) for all online payments. Your credit card details are transmitted directly to their secure server which uses 128 bit SSL (secure socket layer) encryption to process card transactions from our website, to provide the highest standards of secure Internet banking. Payment details are captured within our secure ePDQ infrastructure to give you maximum levels of security and confidence.

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Changes, Additions or Cancellation of Order

If you wish to change, add to or cancel your order, please contact Yvonne GraY by returning your Order Acknowledgement email, or to sales@yvonne-gray.co.uk giving details of the change, addition or intention to cancel the order, OR call The Yvonne GraY Team, advising your name, customer number (if known) and date of order, or call us on 0870 737 0077 (UK only) or +44 (0) 870 737 0077 (from outside the UK).

Since we endeavour to process orders as quickly as possible, it may not always be possible to act upon your request or in the case of order cancellation, stop an order from being dispatched. If your order has already been dispatched, any additions will be sent to you as a separate order transaction, and we will contact you for any additional payment due.

If you receive an order which you have advised us you wish to cancel, please return it to us in compliance with the instructions attached to your Delivery Note within the parcel. Please note that your right to return goods does not apply to certain products. Further details are set out in our Returns Policy below.

Where your order is returned to us within 7 working days of your delivery, or you notify us in writing or by email of your wish to cancel your order prior to despatch, the cost of your order and your original postage and packing charge will be reimbursed in full.  If your order has already been despatched, please await arrival of your order and follow the instructions outlined in our Returns Procedure below.

This does not affect your statutory consumer rights.

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Goods will be prepared for despatched when we receive notification of payment including any post / packing / carriage  charges. 

Estimated time of Delivery is usually within 30 days for UK orders (often sooner, depending on product availability), and up to 60 days (outside UK).  During holiday periods (including Christmas / New Year and the whole of August), please allow up to 40 days for UK delivery.

We will always make an effort to ensure your goods are delivered as soon as possible but will not be held responsible for delays that are beyond our control such as shipping company or post delays, or related issues.

Whilst we will make every reasonable effort to keep to any requested delivery date, time of delivery shall not be of the essence and we shall not be liable for any losses, costs, damages or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to meet a specified delivery date.

Delivery of the goods shall be made to the Delivery Address specified at the time of placing your order and you agree to make all arrangements necessary to take delivery of the goods whenever they are tendered for delivery.

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Delivery Charges *

Please advise us at Checkout at the time of placing your order the delivery service you require.

UK Mainland Standard Service: £2.95

NON MAINLAND UK : £7.50 (includes Northern Ireland , Channel Islands , Isle of Man and the Scottish Isles)

EUROPE : £8.50


* Unless special promotions apply


LARGE ORDERS AND BULKY MERCHANDISE: (includes large accessories, large corporate orders and performance awards where total product value exceeds £500). Large orders and bulky goods may be subject to an additional carriage charge and insurance. Delivery times may vary. Large product carriage charges and estimated delivery times will be advised within product information for each individual item.

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Worldwide Delivery

Yvonne GraY offers worldwide delivery on any online merchandise that is exportable. Typically, it is only perfume and large, bulky items that are exclusive to the UK. However, some local customs inhibits the import of cosmetics without certain licensing (ie, FDA approval is required for most cosmetic items imported into the USA).

For eligible items, UK VAT will be automatically deducted from merchandise dispatched to non-EU countries. The total deduction will be clearly indicated during the checkout process.

Delivery charges are based on calculated volumetric weight and delivery destination which will be quoted during the checkout process prior to your order being charged. This will include a 3% handling and admin charge.

Allow up to 60 days for delivery. Please note we cannot be held accountable for delays in customs clearance.

IMPORT DUTY: Yvonne GraY cannot be held responsible should local customs authorities decide to examine, remove or confiscate any item contained within your order, or charge import duty. The recipient is responsible for paying any duty charges in line with the relevant country's import regulations.

Yvonne GraY reserves the right to withdraw international delivery at any time. We do not currently offer delivery to BFPO addresses.

Yvonne GraY cannot be held responsible where any failure or delay in delivery is due to circumstances beyond our control, including but not limited to Acts of God, fires, strikes, and failure of suppliers or distribution partners. In the event of such delay, our obligations under the contract will be suspended for the period of the delay.

For any additional information please call us on 0870 737 0077 (UK only) or +44 (0) 870 737 0077 (from outside the UK).

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Standard Returns Policy

Unwanted goods may be returned for credit note, exchange or refund, if returned to Yvonne GraY within 14 days with proof of purchase, and in their original, as-new condition (ie, they must not have been opened, tried or used to qualify for return).

The safe return of products are the responsibility of the consumer and must be returned in their original (and re-sellable) condition. Yvonne GraY reserve the right to refuse any returns which do not comply with return conditions.

Refunds will be made against the original form of tender, except in respect of purchases made by gift voucher which will be refunded by way of a shopping credit note. For any returns, please see Returns Procedure below.


Except in relation to faulty goods the following exceptions apply:
The following may not be returned: goods not returned within the 14 day returns eligible period, specially ordered goods, custom made goods, cosmetics which have been opened, tried or used to qualify), sale / end-of-line / discontinued or obsolete goods (which will have been advised within the product information on each individual product page).

This does not affect your statutory consumer rights.

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Satisfaction Guarantee Returns Policy

Yvonne GraY products are formulated to suit even sensitive skins, and exclude most known allergens. However, if you experience any allergic reaction or are not satisfied with any products you receive within 24 hours of using them, you may contact Yvonne GraY to explain the reasons for this. Please note that unless in the case of an allergic reaction confirmed by a medically recognised practitioner, only unused and re-sellable goods can be exchanged or refunded. In the unlikely case of an allergic reaction, you agree to complete and return a form providing full details of any reaction and all details of the occurrence for our laboratory testing purposes. If the reason for returns falls within the conditions of our Satisfaction Guarantee, you can apply by email to the Yvonne GraY Customer Services for a Return Authorisation Number, which must accompany the goods, and be written clearly on the outside of the parcel. Any returns must arrive within 14 days of date of purchase.


Returns Procedure

You can advise Yvonne GraY that you wish to return a product, by email, fax or phone. If your notification is received within the returns qualifying period, you will be advised a Returns Authorisation Number and sent a Returns Form and Label with clear instructions on how to return merchandise to us for a credit note, exchange or refund. The safe return of products is the responsibility of the consumer and any returns must be received by Yvonne GraY in their original (and re-sellable) condition to qualify.

On the Returns Form, please indicate whether you would like a credit note, refund or advise the product code, product name and price of the product you would like to exchange it for.

  • Package the merchandise well, in order to ensure safe transit and enclose the completed Returns Form.
  • Attach the Returns Label to the outside of the parcel, and write your Returns Authorisation Number clearly on the outside of the parcel.
  • Send the merchandise using registered post or other secure method of delivery, retaining the receipt until you have received your credit note, exchange or refund in respect of your return.

Please note that return costs are not pre-paid. Postage or other return costs will be the customer's responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.

If you have any further questions about our returns policy, click here to email us or contact The Yvonne GraY Team on 0870 737 0077 (UK), +44 (0) 870 737 0077 (outside the UK).

Returns Address :  Please email us (quoting your Order Number and if known, your Customer Number), giving a full explanation for the return to: sales@yvonne-gray.co.uk.  Upon approval, you will be sent a returns authorisation code and  returns address label.

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Privacy Policy

Yvonne GraY adhere to the strict security procedures set out in the UK Data Protection Act 1998 in the storage and disclosure of any Data to prevent unauthorised access. Your information is used to process orders only.

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Yvonne GraY may alter the content of the website and correct or update information on it (including product information) at any time without notice. Except in relation to the description of products and services available for order from our website, we do not guarantee and are not responsible for the accuracy of any information provided on the website.

Yvonne GraY does not represent or warrant that the material contained in the website, any of the functions of the website and the server will operate without interruption or delay or will be error-free, free from defects, viruses or bugs or compatible with any other software or material. Accessing the Yvonne GraY website is entirely at your own risk.

You must not transmit through or to our website or email address any defamatory, threatening, obscene, distressing, harmful or pornographic material or material which may infringe upon the rights of others (including intellectual property rights, rights of confidentiality or rights of privacy) or which does not comply with all relevant laws.

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Liability and Indemnity

Yvonne GraY does not exclude or limit our liability or the liability of any other person for death or personal injury resulting from our or their negligence or for fraudulent misrepresentation. Except as set out above and in relation to our contractual obligations to supply goods and/or services following acceptance of orders placed on our website, neither we nor any of our agents, affiliates, directors, employees or other representatives will be liable in contract, tort, negligence or otherwise for any loss or damage whatsoever in any way connected with your use of the Yvonne GraY website.

We shall not be liable for any indirect, or consequential loss of whatever nature, including damage to software or hardware, loss of data, damage for loss of business, loss of profits, or any other indirect or consequential loss arising out of or in connection with your use of the website (including without limitation, any such loss arising out of or in connection with any order placed on the website, whether or not accepted by us).

You agree to indemnify us and our agents and officers, directors and employees, immediately on demand, against all claims, liability, damages, costs and expenses, including legal fees, arising out of any breach of these Terms and Conditions by you. Yvonne GraY reserves the right to terminate your use of the website immediately if we consider that you are in breach of these Terms and Conditions.

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The Yvonne GraY website is controlled and operated in the UK . These Terms and Conditions and all matters connected with any order you place via our website are governed by English law and you agree to submit to the exclusive jurisdiction of the English courts in relation to all matters connected with or arising out of the website or any order you place on the Yvonne GraY website.

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Yvonne GraY is a privately owned business. Yvonne GraY reserves the right to change these Terms and Conditions at any time. If any of these terms and conditions are invalid or unenforceable, the remainder of these terms and conditions shall continue to have full force and effect.

All of the copyright in the material, documents, site design, graphics, systems, codes and connections contained on this web site or linked to it and the selection and arrangement thereof are owned by Yvonne GraY, the web site designers or the publishers of those sites to which this web site links. All rights are reserved.

You are entitled to electronically copy and to print in hard copy sections of this web site for the sole purpose of placing an order with Yvonne GraY. Any other use of material on the web site, including photocopying, modifying and/or distributing any pages printed off this web site for purposes other than those noted above, without our prior written consent, is strictly prohibited.

For the avoidance of doubt and for absolute clarity nothing in these terms or any contract between us will confer on any third party any benefits or the right to enforce any of these terms or any such contract whether pursuant to the Contracts (rights of Third Parties) Act 1999.

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All products, photographs, pictures, literature and website designs are covered by copyright of Yvonne GraY.  All rights reserved.

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