Delivery & returns

Delivery times, order changes and returns for Cyrano trade customers.

Delivery

Free DPD delivery is available when your order contains at least £150 of goods, excluding VAT and after trade discounts and promotions. VAT and delivery charges do not count towards this threshold.

For next-working-day delivery, place your order before 3pm Monday to Thursday. Orders placed after the cutoff, from Friday to Sunday, or on bank holidays will be processed on the next working day.

This service applies to eligible, in-stock products. Special-order products, large equipment and some delivery locations may take longer. We’ll contact you if a different delivery arrangement is required.

For orders below £150 of goods excluding VAT after trade discounts and promotions, DPD delivery costs £7.95 excluding VAT (£9.54 including VAT). Delivery dates may be affected by circumstances outside our control. If your order is urgent, please contact us before ordering.

Checking your delivery

Please inspect your order when it arrives.

If anything is damaged, missing or incorrect, contact us as soon as possible with your order number and photographs where appropriate. Reporting transit damage within two working days helps us resolve it with the carrier, but does not affect any rights you may otherwise have.

Changing or cancelling an order

We can usually cancel standard-stock orders before dispatch. Once an order has been dispatched, it must be handled as a return.

Special-order, personalised or configured products may not be cancellable once Cyrano has committed to the supplier or started preparing them. We’ll explain any unavoidable costs before processing the cancellation.

Returning standard products

As a trade customer, you may request to return an unwanted standard-stock product within 14 days of delivery. Returns must:

Be approved by Cyrano before being sent.
Be unused, unopened and in their original packaging.
Include all supplied parts, instructions and accessories.
Be in a condition suitable for resale.

You are responsible for return delivery costs unless the product is faulty, damaged or incorrect. Original delivery charges are not normally refundable for unwanted products.

Please package returns securely. Cyrano cannot accept responsibility for damage occurring during an unapproved or inadequately packaged return.

Products that cannot normally be returned

Unless faulty, damaged or supplied incorrectly, we cannot normally accept returns of:

Opened lotions, cosmetics, liquids or hygiene-sensitive products.
Personalised, configured, made-to-order or special-order products.
Products that have been installed, used or altered.
Clearance products specifically sold as imperfect or non-returnable.

This does not remove any rights relating to products that were faulty, misdescribed or unfit for their agreed purpose.

Faulty or incorrect products

Depending on the circumstances, Cyrano may arrange a repair, replacement, refund or another reasonable remedy. We will cover reasonable return costs where we ask you to return a faulty or incorrectly supplied product.

Do not attempt to repair, install or modify a product after discovering a fault without speaking to us first.

Refunds

Approved refunds will be made to the original payment method after the returned goods have been received and inspected.

Please allow up to 10 working days for the refund to be processed. Your bank or card provider may take additional time to display it.

Contact us

To request a return or report a delivery problem, email Contact us and include your order number.