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Terms & Conditions

Our terms

  1. These terms
    • What these terms cover. These are the terms and conditions that apply whenever you order products from our website.
    • Why you should read them. Please read these terms carefully before you buy anything from us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
  2. Information about us and how to contact us
    • Who we are. We are S19, a brand owned and operated by SLG Brands Limited a company registered in England and Wales. Our company registration number is 01911296 and our address is  Studio 19, The Brewery Quarter, Unit H2, High Street, Cheltenham, GL50 3FF. Our registered VAT number is  GB231200086
    • How to contact us. You can contact us by emailing our customer service team at customercare@s19lab.com or by writing to us at S19 Customer Care, SLG Brands, Studio 19, The Brewery Quarter, Unit H2, High Street, Cheltenham, GL50 3FF
    • How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
    • "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
  3. Our contract with you
    • How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
    • If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and we will refund your order. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
    • Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
    • We are based in the UK. Our website is hosted and operated in the UK. We do ship internationally. Please see our delivery page for more information.
  4. Our products
    • Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
    • Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
  5. Our rights to make changes
    • Minor changes to the products. We may change the product to reflect changes in relevant laws and regulatory requirements relating to cosmetics and personal care sector.
    • More significant changes to the products and these terms. In addition, we may make the following changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
  6. Providing the products
    • Delivery costs. The costs of delivery will be as displayed to you on our website under delivery & returns terms and conditions
    • When we will deliver your order. We will deliver your order within the time period stated on your order acceptance. Time for delivery is not of the essence.
    • We are not responsible for delays outside our control. If your delivery is delayed by an event outside our control, such as a delay with the courier, then, where possible, we or our nominated courier will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. We will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and receive a refund for any products you have paid for but not received.
    • If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our courier will leave a note advising you of how to arrange collection and/or redelivery.
    • When you become responsible for the goods. You become responsible for the goods upon delivery at the address provided in your order.
    • When you own goods. You own a product which is goods once we have received payment in full.
    • What will happen if you do not give required information to us. We will need certain information from you so that we can ship your order to you. This will include your name, address and contact information. If the information you give to us in the order process is incomplete or incorrect , we may either cancel the order, or, if the order has been shipped, charge an additional amount to the extent we incur additional delivery charges.
  7. Your rights to end the contract
    • Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013). If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund.

 

  • When consumers do not have a right to change their minds. Your right as a consumer to change your mind does not apply in respect of:
    • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
    • products that have been opened or used

 

  • How long do consumers have to change their minds? Subject to those products that cannot be returned set out above, you have the following returns rights:
    • you will have 14 days after the day you (or someone you nominate) receives the goods, unless:
      • Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery.
      • Your goods are for regular delivery over a set period (for example you have subscribed for regular purchases). In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the goods.
    • Tell us you want to end the contract. To end the contract with us, please let us know by:
      • Email. Email us at customercare@s19lab.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
    • Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them, post them back to us at S19 Customer Care, SLG Brands, Studio 19, The Brewery Quarter, Unit H2, High Street, Cheltenham, GL50 3FF.If you are a consumer exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
    • When we will pay the costs of return. We will pay the costs of return:
      • if the products are faulty or misdescribed;
      • if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return.  

  • How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
  • When we may make deduction from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind:
    • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
    • Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
  • When your refund will be made. We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then:
    • Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us
    • In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
  1. Our rights to end the contract
    • We may end the contract if you break it. We may end the contract for a product at any time by writing to you if you fail to provide us with correct or adequate information to enable us to complete delivery.
    • We may withdraw the product. We may write to you to let you know that we are going to stop providing the product and will refund any sums you have paid in advance for products which will not be provided.
  2. If there is a problem with the product

How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can or write to us at customercare@s19lab.com or via post at S19 Customer Care, SLG Brands, Studio 19, The Brewery Quarter, Unit H2, High Street, Cheltenham, GL50 3FF.

  • Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them or post them back to us.
  1. Price and payment
    • Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 3 for what happens if we discover an error in the price of the product you order.
    • We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
    • What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
    • When you must pay and how you must pay. We accept Paypal and all major credit and debit cards. Payments must be cleared before goods are dispatched.
    • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products.
    • When we are liable for damage to your property. If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
  2. personal information and use of our website
    • How we will use your personal information. We will only use your personal information as set out in our Privacy Policy
    • How you may use our website.You may use our website in accordance with our Acceptable Use


  3. S19 PRO Program Terms
  • These terms and conditions together with our Privacy Policy and Cookie Policy sets out the terms and basis of eligibility for the S19 Pro Program (Terms).
  • In these Terms, “we” or “our” means S19, a brand owned and operated by SLG Brands Limited.
  • “Pro Program” means the pro program operated by us from time to time.
  • We reserve the right to update and amend these Terms without notice from time to time.

 

  • Eligibility
To be eligible for the Pro Program, you must satisfy the following criteria:
  • Be at least 16 years old;
  • Be a professional make-up artist; or
  • Be a student make-up artist;
  • Complete the online application form; and
  • Submit the Required Information listed below.
 
If you cease to meet the eligibility criteria, you must inform hello@s19lab.com without delay.
We reserve the right to cancel your membership of the Pro Program at any time at our sole discretion and without liability to you.
Your membership of the Pro Program will last for a period of 12 months from and including the date of acceptance. You will need to re-apply for membership for a further period of 12 months on or after the expiry of your membership.
 
  • Required Information
In order to support your application, please provide any two of the copy documents listed below:
  • Call sheet with name and credit
  • Editorial page with name and credit
  • Professional valid license
  • Proof of qualification/copy of certificates
  • Enrolment letter onto a makeup related course (past 3 years)
  • Proof of attendance on a makeup related course (past 3 years)
  • An active social media page featuring own makeup content
 

 

  • Pro Program Benefits
Members of the Pro Program benefit will benefit from discount of 30% against the listed product price (net of shipping). The discount is achieved by entering your allocated discount code when you check out on our website.
The discount is subject to an annual spend limit of £2,500. Once you have exceeded this limit in any one year of membership, the listed retail price will apply.
The discount code is personal to you and should not be shared with any other person or business. If we become aware that you discount code has been shared with a third party, we may reject the order and/or terminate your membership without further notice.

 

  • Resale
Products purchased through the Pro Program utilising the discount are for personal or professional use only.
Products purchased under the Pro Program may not be resold in any circumstances. If we become aware of any resale, we reserve the right to terminate your membership without further notice to you.

 

  • Shipping and Returns
All products are shipped in accordance with our standard shipping policy. Please note that the discount operates against the product price only, you will be required to pay the full price of shipping (where applicable).
Returns should be made subject to our returns policy. Where you are eligible for a refund, such refund will be at the price you paid and not the listed retail price (if higher).
Once a product is delivered to you, it may not be exchanged for any other product.

 

  • Your personal data
We will collect certain personal data about you in order to assess your eligibility for membership of the Pro Program and in order to administer your membership (if accepted).
Your personal data will be processed in accordance with these terms and our Privacy Policy – a copy of which can be viewed at: https://s19lab.com/pages/privacy-policy.  We will also use certain profiling and tracking code to enable us to administer your membership.  A copy of our Cookie Policy can be viewed at: https://s19lab.com/pages/cookie-policy.
In order to process your membership application, we ask that you accept the terms of our Privacy Policy. By doing so, you will consent to us collecting your personal data for the following purposes:
  • To assess and process your membership application;
  • If accepted into the Pro Program, to contact you about products and offers that we feel will be of interest to you; and
  • To administer your membership and any subsequent renewal.
 
If you feel unable to accept our Privacy Policy, we will not be able to proceed with your application for membership.
We will not sell your personal data to any third party. We will, however, share your personal data with other brands owned or operated by us and with any third party brand with whom we may collaborate from time to time and who we feel may be of interest to you.
You have the right to withdraw your consent to the processing of your personal data at any time as set out in our Privacy Policy. Unfortunately, this may mean that your membership will have to terminate.
 

 

S19 x Sophie Hannah Giveaway Terms

 

  1. The Promoter

The promoter is: SLG Brands Limited, a company registered in the England & Wales under company number 01911296 whose registered office is at Studio 19 The Brewery Quarter, Unit H2, High Street, Cheltenham, GL50 3FF.

 

  1. The competition
    1. The title of the Prize Draw is S19 x Sophie Hannah Giveaway.

 

  1. The Prize Draw will be operated through Instagram. Please follow instructions as to how to enter below

 

  1. How to enter
    1. The Prize Draw will run from 18th May to 25th May at 23.59pm GMT (the "Closing Date")

 

  1. You must complete the actions on Instagram noted below before the Closing Date. All entries/posts received after the Closing Date will not be entered into the draw.

 

  1. To enter the Prize Draw:
    • Follow @sophiehannah and @s19lab on Instagram
    • Tag a friend in the comments of Sophie Hannah’s Instagram Post

 

 

  1. No purchase or payment necessary.

 

  1. The Promoter will not accept responsibility for entries that are lost or fail as a result of any postal failure, equipment failure, technical malfunction, systems, satellite, network, server, computer hardware or software failure of any kind; By submitting a Prize Draw entry, you are agreeing to be bound by these terms and conditions.

 

  1. The winners will be chosen by a draw within three days of the Closing Date. The winners will be contacted by direct message via Instagram by @s19lab. The winners are required to reply to the direct message within 72 hours of the message being sent by the Promoter. The winners must provide valid contact details to which the prize will be sent. If you do not reply to such message within the 72 hour period, your entry will be void.

 

  1. Eligibility

 

  1. The Prize Draw is only open to all residents in the UK, who are 13 years or over as at the date of entry, except:

(a) employees of the Promoter or its holding or subsidiary companies;

(b) employees of agents or suppliers of the Promoter or its holding or subsidiary companies, who are professionally connected with the Prize Draw or its administration; or

(c) members of the immediate families or households of (a) and (b) above.

 

  1. In entering the Prize Draw, you confirm that you are eligible to do so and eligible to claim any prize you may win. The Promoter may require you to provide proof that you are eligible to enter the Prize Draw.

 

  1. If you are under the age of 18, you should read these terms and conditions, together with the Promoter’s Privacy Policy with the person having parental responsibility.

 

  1. The Promoter reserves all rights to disqualify you if your conduct is contrary to the spirit or intention of the Prize Draw.

 

 

  1. The prize

 

There will be 10 winners. The winners will receive 2x S19 Body Makeup shades, 1x S19 Body Gloss and 1x S19 Body Brush. The Promoter reserves the right to replace the prize with an alternative prize of equal or higher value if circumstances beyond the Promoter's control makes it necessary to do so.

  1. The prize is not negotiable or transferable.

 

  1. The decision of the Promoter is final and no correspondence or discussion will be entered into.

 

  1. Limitation of liability

Insofar as is permitted by law, the Promoter, its agents or distributors will not in any circumstances be responsible or liable to compensate the winner or accept any liability for any loss, damage, personal injury or death occurring as a result of taking up the prize except where it is caused by the negligence of the Promoter, its agents or distributors or that of their employees. Your statutory rights are not affected.

 

Each winner is responsible for providing valid postal address details. The Promoter shall not be liable for any prize that may be lost in the delivery process.

 

  1. Data protection and publicity

The Promoter will only process your personal information for the purpose of administering the Prize Draw and as set out in the www.s19lab.com/privacy-policy

 

  1. General

 

  1. If there is any reason to believe that there has been a breach of these terms and conditions, the Promoter may, at its sole discretion, reserve the right to exclude you from participating in the Prize Draw.

 

  1. The Promoter reserves the right to hold void, suspend, cancel, or amend the Prize Draw where it becomes necessary to do so.

 

  1. These terms and conditions shall be governed by English law, and the parties submit to the non-exclusive jurisdiction of the courts of England and Wales.