To arrange your return, please complete our online returns form*. Once you have completed this, details on how to send the product(s) back to us will be emailed to you shortly after.
How much will it cost?
For UK returns, please use the Freepost label included with your order. If you no longer have this, just click here to print out a new one.
For International returns, we do not currently have a Freepost solution. Instead, please ship your products back to us using the cheapest possible postal method**. Take a picture of your receipt and email this to our Customer Experience Team who will refund the amount to you directly via your original payment method or Paypal***.
Do I need to return the free gift/samples?
If you are returning 100% of your order then we kindly ask that you also send back any free gifts that you've received.
Please don't worry about returning the two free samples. We're happy for you to keep these, or pass them onto a friend if they're not suitable.
How long will it take before I receive my refund or exchange?
If you have requested a refund, just send us a copy of your postage receipt as soon as you have shipped the product(s) back to us and we will process your refund straight away. Otherwise, we will wait for your products(s) to arrive back at one of our returns locations and we will process your refund within 24 hours of receiving.
If you have requested an exchange, we will ship your replacement within 24 hours of you completing the returns form (excluding weekends). If the exchanged product is of a lesser value than the product being returned, the difference will be refunded at the same time as we arrange for your replacement to be sent out. You will receive an email to confirm this.
If you'd like some skin care advice before arranging your return, please email our Customer Experience Team directly. We're more than happy to help!
Alternatively, you can find lots of product recommendations and other helpful tips on managing your skin and general wellbeing on our blog, The Pai Life.
*Please note, if you bought your products from one of our stockists, please click here.
**We do not offer refunds for tracked or express shipping services.
***If we are refunding 100% of the total order, then postage refunds can only be made via PayPal. Please click here for more detail.