Cancellation policy

Subscriptions

How they work. A subscription gives you repeat deliveries at the frequency you choose. Before you subscribe, we will show you clearly the price of each delivery, how often you will be charged, any introductory price and what it changes to, and how to cancel.

Payment. Your payment details are stored securely by our payment provider (we never see your full card number). You will be charged before each delivery, unless you have chosen to pay for several deliveries in advance.

Reminders. We will email you at least 3 days before each charge, and before any introductory price ends or any price change takes effect.

Auto-renewal. If you buy a subscription for a fixed number of deliveries, it will not renew automatically at the end. If it renews, we will remind you beforehand and you can cancel before the renewal date.

Changing, pausing or cancelling. You can skip a delivery, change your products or frequency, pause or cancel at any time, with no cancellation fee. Use the link in any order confirmation email, log in to your account, or email hello@ylwclub.com. Cancelling online is as easy as signing up. Cancellation takes effect for any delivery not yet charged.

Price changes. We will give you at least 30 days' notice by email of any price increase. You can cancel before it takes effect.

Your 14-day right to cancel. You can cancel your first delivery within 14 days of receiving it for a full refund, provided it is unopened (see our Returns & Refunds Policy, which gives you 30 days).

Pre-orders

How they work. A pre-order lets you buy a product that is out of stock or not yet released. We will show an estimated dispatch date on the product page. Depending on the product, we may take no payment, a deposit, or full payment at checkout, store your payment method, and then take the full or remaining payment when we dispatch your order.

Cancelling before dispatch. You can cancel any pre-order at any time before it is dispatched, by emailing hello@ylwclub.com. We will refund any deposit or payment in full within 14 days.

Delays. If we expect to miss the estimated dispatch date, we will email you with a new date. If the delay is more than 30 days, you can cancel for a full refund.

After dispatch. Once your pre-order has been dispatched, you can still return it under our Returns & Refunds Policy, including the 30-day returns window for unopened items and your full rights if anything is damaged, faulty or incorrect.

Try before you buy

How it works. With try before you buy, we place a temporary authorisation hold on your payment method before we dispatch your order, but do not take payment. You have 7 days from delivery (the trial period) to decide whether to keep the item. We will tell you the trial period before you order and on your order confirmation.

Opened items. Only unopened, sealed items can be returned at the end of the trial period, for health and hygiene reasons.

Returning an item. To return an item, email hello@ylwclub.com before the trial period ends and send the item back within 7 days of telling us. Return postage is free. Once we receive it, we will release the hold and you will not be charged.

Keeping an item. We will email you 2 days before the trial period ends. If you have not told us you are returning the item by the end of the trial period, we will charge your payment method the full price shown at checkout.

Authorisation holds. Your bank may release the authorisation hold before the trial ends. If that happens, we will try to take payment again at the end of the trial period. If the payment fails, we will contact you before taking any further steps.

Faulty items. If an item is damaged, faulty or incorrect, your rights under our Returns & Refunds Policy apply in full, whether or not the trial period has ended.

Questions

Email hello@ylwclub.com or write to You're Looking Well Ltd, Soho Works, The Tea Building, 56 Shoreditch High Street, London E1 6JJ. Company number 14307617.