FAQ

Ordering and delivery

How long will my order take?
Standard UK delivery is 10 to 18 days, tracked is 8 to 14. Our makers ship direct rather than through a UK warehouse, which keeps prices down and adds time. Full detail on the delivery page.

My tracking hasn't updated in a week. Is it lost?
Almost certainly not. Tracking often goes quiet for several days while a parcel moves between countries. If there's no movement for ten days, email us and we'll chase it.

Why did my order arrive in two parcels?
Items may come from different makers and travel separately. Nothing is missing and you haven't been charged twice.

Do you ship outside the UK?
Europe, yes — 12 to 21 days, £9.95. Import charges in your country are yours to settle.

Products

Are the light therapy devices safe to use daily?
Yes, at the recommended session length on each product page — typically 10 minutes. They aren't medical devices and don't treat medical conditions. If you have a skin condition, are pregnant, or take photosensitising medication, speak to your GP first.

What's the difference between the EMS device and the sculpting wand?
The EMS device covers broad areas — jaw, cheek, forehead. The wand is smaller and more precise, made for the places a larger head can't sit flat. Plenty of people use both; if you're buying one, start with the EMS.

Can I get refills for the diffusers and candles?
Reed diffuser refills, yes. Candle and room spray refills are coming — join the newsletter and we'll say when.

Is the heated blanket expensive to run?
Around 3p an hour on the highest setting. Considerably cheaper than heating the room.

Returns and payment

What if I change my mind?
Thirty days, any reason, unused and in its packaging. Your statutory 14-day right to cancel sits underneath that. See returns.

Something arrived broken.
Photograph it, email hello@reflectecom.co.uk, and we'll refund or replace. We usually won't ask you to post it back.

How do I pay?
All major cards, Apple Pay, Google Pay, PayPal and Shop Pay. We never see or store your card details.

Is the price I see the price I pay?
Yes. Nothing is added at checkout except delivery, which is shown before you pay. Reflect Retail Ltd is not currently registered for VAT, so no VAT is charged on your order.