For expert advice, product information or order enquiries, please contact us by phone at 01179 270430 Monday to Friday, between 9am – 5pm to speak to us directly. Or if you prefer, you can and we'll get back to you within a couple of days.

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Frequently Asked Questions

Do I need to be home when my order is delivered?

Your order will be dispatched via Royal Mail or DPD. You will find this information on your dispatch email.

If your order is being dispatched via Royal Mail, although a signature is not usually required the parcels are sometimes too large to fit through the letterbox so someone will need to be present to take your order. If this is not possible, Royal Mail will put a card through your door advising that your parcel is awaiting collection from your local depot. Unfortunately, we are not able to pass delivery instructions to Royal Mail if you wish your parcel to be left in a safe location or with a neighbour. 

Royal Mail are currently trialling a 'delivery to neighbour' service where if you are not home to accept delivery, your parcel will be left with a neighbour and you will receive a card through your letterbox. For more information on this service please visit

If your order is being dispatched via DPD your parcel will require a signature. In order to stop you waiting in all day for your order, DPD will email and text you (if you supply your mobile number) on the morning your order is dispatched with a specific one hour delivery window. If you decide that this time is not convenient, you can use email or text to simply change the delivery date. 

If DPD attempt delivery and no one is present, a card will be left at the delivery address and the item will be taken to the nearest DPD depot. Using the details on the card you can contact the courier and request a second delivery attempt or collect the item from the depot. You can do this via the DPD website or by contacting them on 08445 560  560. For security reasons, they will not be able to leave the parcel without obtaining a signature. DPD provides easy tracking with proof of delivery for your peace of mind.

If your delivery address is outside the UK, please see our 'Overseas customers' FAQ section.

Can I track my delivery?
If your order has tracking details, you will find this information on your order dispatch email. If this information is not on your dispatch email, there is no tracking number available. However, if you advise your local delivery office of your name and delivery address they will be able to confirm if your parcel is being held.
Do you offer a nominated day or guaranteed Saturday service?
We understand how important it is to receive your order quickly, especially if you have purchased your luxuries for a gift or special occasion.
Currently we do not offer a nominated delivery or Saturday service. However, we do offer a next working day delivery service using DPD couriers, who will deliver orders placed before 14:00 to any UK location by 18.30 the next working day - perfect for those last minute purchases.
When you use the 24 hour service with us you will receive an email of the morning of your delivery with an estimated hourly window to let you know when to expect your order to arrive.
Has my order been dispatched?
We will always email you to let you know when your order has left Bath & Unwind HQ, giving you peace of mind that your essential luxuries are on the way.
Of course if your email has been lost in cyber space (or you delete it by mistake) you can check the status and estimated delivery of your existing order at any time, by using the My Account page.
Please login to My Account and click on view my order to see the latest information we have.
When will I receive my order?
Most of our UK orders arrive within 3-5 working days, or even sooner if you have opted for express or next working day delivery. Please note that orders are occasionally delayed due to bank and public holidays, and it is recommended to allow extra time for your order to arrive during these periods.
The time scales for international orders can be seen here.
To check the status and estimated arrival date of your order, please login to My Account and view My Recent Orders for the most up to date information available.
If your order has been dispatched and you haven't received it, and it is past its estimated delivery date see I haven't received my order?.
How do I arrange a return or exchange?

Changed your mind? No problem – unused items can be returned to us free within 180 days of purchase. As long as we receive the returned item unopened and in a re-sellable condition we can offer you a full refund.

Before you post it, please contact customer services, quoting your order number and the reason for returning your order.  Once we have received your message we will send you details of how to return the products for free.

If you are in a hurry you can also return the items to Bath & Unwind HQ in Bristol at the following address (however postage charges will apply):

Bath & Unwind Returns

Brew House

Jacob Street, Tower Hill




It is a good idea to obtain proof of postage when you send your item - just in case. We will refund your purchase within 1-3 working days of receiving the goods. For further information please contact the customer service team at Bath & Unwind HQ Customer Services on 0117 9270430.


To return an order from outside the UK please visit our FAQ How do I arrange a return or exchange from outside the UK?


Read our full terms and conditions.

I need some product advice, can you help me?
Absolutely. We love the brands we sell, and are confident that you will too. Simply contact our expert Customer Service team and they will guide you through choosing your beauty essentials.
Can I buy your products locally?

We are an independent online company retailing a diverse collection of premium beauty brands. At this time, we do not operate retail premises and we do not keep information on other outlets or stockists. If you would like to know where products are sold on the high street, we advise you contact the manufacturers directly via their own website for local stockist information.

Can I visit your store?
As we are an online retailer we do not have a store that you can visit. However you can purchase the following brands in our salons, BU Hair and Beauty and Look Ahead (both located in the northwest of England):
  • Elemis
  • Bumble and bumble
  • St Tropez
  • Leighton Denny
  • Decleor
  • Bare Escentuals
  • Redken
  • KMS California
  • Alterna.

By post

Koan, 193 South Liberty Lane, Bedminster, Bristol, BS3 2TN

Marketing & press enquiries

For all marketing/press enquiries related to advertising, product reviews or competitions, please .

Stocking your brand with us

If you are interested in supplying us with your brand, please . We receive many enquiries of this nature, and will endeavour to feedback to you, however at busy times it is not always possible to reply to everyone.