Find answers to common questions about BC Gel products, orders, UK delivery,
tracking, returns, refunds, payments and customer support.
Email
info@bcgel.co.uk
with your full name and order number so we can assist you more quickly.
Products and Authenticity
Are your products genuine?
BC Gel is committed to supplying genuine branded haircare, skincare,
nail care, cosmetics and personal-care products sourced through
established supply channels.
Manufacturers sometimes update packaging, bottle designs, logos,
labels, ingredients or product names. As a result, a product may look
different from an earlier purchase while remaining part of the same
genuine product range.
Contact us before opening or using an item if you believe that you
have received the wrong product.
Why does the packaging look different from a previous purchase?
Beauty brands regularly update packaging, branding, labels, product
names, ingredients and bottle designs. We may receive either the
previous or the latest packaging while stock changes over.
These packaging changes do not necessarily mean that the product is
different or not genuine.
If the product name, size or other important details do not match your
order, contact us before opening it.
Can colours and shades look different on screen?
Yes. Product colours and shades can appear different because of
photography, lighting, screen brightness, display calibration and
individual device settings.
Please check the official product name, shade name and product
description carefully before ordering.
A product cannot normally be returned for a change of mind after it
has been opened or used simply because the customer does not like the
colour or shade.
What should I check before using a new beauty product?
Read the ingredients, directions, warnings and manufacturer
instructions before use. Follow any patch-test or sensitivity-test
guidance provided by the manufacturer.
Stop using the product if irritation occurs and seek appropriate
medical advice where necessary.
What if a product is out of stock?
Product availability can change quickly. If an ordered item becomes
unavailable, we will contact you regarding the available options.
These may include waiting for new stock, selecting an alternative or
receiving a refund for the unavailable item.
How do free gifts work?
Free gifts may be offered on qualifying orders over the promotional
threshold shown on the website. The current website promotion states
that qualifying orders over £60 may receive a free gift.
Gifts are subject to availability and the terms displayed in the
basket or promotional message.
Removing products, applying discounts or returning items that reduced
the qualifying order value may affect free-gift eligibility.
Orders and Your Account
How do I place an order?
Add the products you wish to purchase to your basket, review the
basket and continue to checkout.
At checkout, enter your billing and delivery information, select an
available delivery option and complete payment.
An order confirmation should be sent to the email address used during
checkout.
Do I need an account to place an order?
Follow the options presented during checkout. Creating an account can
make it easier to view previous orders, manage saved addresses and
access order information.
You can access your account through the
My Account
page.
Can I amend or cancel an order?
Email
info@bcgel.co.uk
as soon as possible and include your order number.
We will try to help, but we cannot guarantee that an order can be
amended or cancelled after it has entered the packing or dispatch
process.
Once dispatched, an eligible item may need to be returned in
accordance with our
Returns & Refunds Policy
.
Can I add another item after placing my order?
We cannot guarantee that an item can be added after checkout or that
two separately placed orders can be combined.
Contact us immediately with both order details and we will check
whether the order is still available to be changed.
I did not receive an order confirmation. What should I do?
Check your spam or junk email folder and confirm that the email
address entered during checkout was correct.
If you still cannot locate the confirmation, contact us with your full
name, delivery postcode and approximate order time.
Never send complete card details by email.
UK Delivery and Tracking
Where are orders dispatched from?
BC Gel orders are prepared and dispatched from the United Kingdom.
Processing and delivery times may vary according to the time the order
was placed, weekends, bank holidays, product availability and the
selected delivery service.
When will my order be dispatched?
Orders placed before 12 noon, Monday to Friday, are normally prepared
for dispatch on the same working day.
Orders placed after 12 noon, at weekends or on UK bank holidays will
normally be processed on the next working day.
During particularly busy periods, processing may require additional
time.
How much does delivery cost?
- Tracked 48 Delivery:
£2.95 — normally 2–4 working days. - Tracked Fast Delivery:
£3.95 — normally 1–3 working days. - Next Working Day Delivery:
£6.95 for eligible orders and addresses. - Free standard UK delivery:
available on qualifying orders over £30.
Delivery periods are estimates and normally begin from dispatch.
Read the complete
Delivery Information
.
How does Next Working Day Delivery work?
Eligible orders must be placed before 12 noon, Monday to Friday, for
normal same-day dispatch.
Orders placed after 12 noon, during weekends or on bank holidays will
normally be dispatched on the next working day.
This is an estimated delivery service and can be affected by courier
delays, delivery-address restrictions, adverse weather, public
holidays or events outside our control.
Which courier do you use?
The carrier used may depend on the selected delivery service, parcel
size, delivery address and product restrictions.
Where tracking is available, the carrier and tracking information
will normally appear in your dispatch confirmation.
How can I track my order?
When tracking is available, your dispatch confirmation email will
contain the tracking number or tracking link.
Please allow some time after dispatch for the carrier’s tracking page
to show its first update.
My tracking has not updated. Is the parcel lost?
Tracking information may not update immediately and can sometimes
remain unchanged while the parcel moves between carrier locations.
If the estimated delivery period has passed, contact us with your
order number so that we can review the shipment.
Do you deliver to Northern Ireland?
Available services for Northern Ireland may depend on the postcode,
parcel, carrier requirements and the type of product being ordered.
Any delivery options currently available for the address should be
shown during checkout.
Contact us before ordering if you need confirmation about a specific
product or Northern Ireland postcode.
Do you deliver to the Highlands, Islands or remote UK areas?
Delivery services and times may vary for Highlands, Islands and other
remote UK areas.
Available methods should be displayed during checkout after the
delivery postcode has been entered.
What should I do if my parcel has not arrived?
Check the tracking page, the delivery address and any safe-place,
neighbour or collection-point notification.
If the estimated delivery period has passed, email
info@bcgel.co.uk
with your order number.
Returns, Refunds and Order Problems
Can I return an unopened beauty product?
Contact us within 14 days of receiving your order.
An eligible change-of-mind return must remain unused, unopened and in
a resaleable condition with its original packaging, labels,
accessories and hygiene or security seals intact.
Do not send an item back before receiving return instructions.
Read our full
Returns & Refunds Policy
.
Can I return a product after opening or using it?
We cannot normally accept a change-of-mind return for cosmetics,
fragrances, skincare, haircare, nail products or other
hygiene-sensitive personal-care items after they have been opened,
unsealed, tested or used.
This includes a product returned because the customer does not like
its colour, shade, fragrance, texture, consistency or personal result.
This restriction does not affect your statutory rights when a product
is faulty, damaged, incorrectly supplied or not as described.
What happens if my order arrives damaged, leaking or incorrect?
Contact us as soon as possible and retain the product, packaging and
delivery parcel while we assess the issue.
Please provide:
- Your order number.
- A description of the problem.
- Photographs of the affected product.
- Photographs of the packaging and delivery parcel.
- The batch code where relevant.
We will review the information and explain the appropriate next step.
Do I pay the return postage?
For an eligible change-of-mind return, the customer is normally
responsible for return postage.
We recommend using a tracked service and retaining proof of postage.
Where an item is confirmed as faulty, damaged or incorrectly
supplied, we will provide suitable return instructions and cover
reasonable costs where required.
How long do refunds take?
Once an authorised return arrives, we will inspect it and notify you
whether the refund has been approved.
Approved refunds are issued to the original payment method.
Your bank, card provider or payment service may require additional
time to display the refunded amount in your account.
Do you charge a restocking fee?
We do not charge a standard restocking fee.
Where legally permitted, a refund may be reduced only to reflect a
genuine loss in value caused by handling beyond what would reasonably
be necessary to inspect the item.
Can sale or promotional products be returned?
Sale and promotional products have the same statutory rights as
full-price products.
An eligible unopened item may be returned under our normal policy,
while faulty sale items remain protected by the customer’s legal
rights.
Payments and Checkout Security
Which payment methods do you accept?
The payment methods currently available will be displayed at
checkout.
Available methods may include major debit cards, credit cards and
PayPal.
When will payment be taken?
Payment is normally authorised or collected when the order is placed,
depending on the payment method and payment provider.
Is your checkout secure?
Checkout is processed using secure payment systems and encrypted
connections.
BC Gel will never ask customers to email complete card details.
Why was my payment declined?
A payment can be declined because of incorrect billing information,
insufficient available funds, card-security checks or restrictions
applied by the payment provider.
Check the entered information or contact your bank or payment
provider.
Still Need Help?
Contact BC Gel customer service at
info@bcgel.co.uk.
For an existing order, include your full name and order number.