Frequently asked questions
Answers about trade accounts, pricing, ordering, delivery, returns and enquiries.
Delivery
Free DPD delivery is available on orders containing at least £150 of goods, excluding VAT and after trade discounts and promotions. VAT and delivery charges do not count towards this threshold.
Order before 3pm Monday to Thursday. Orders placed after the cutoff, from Friday to Sunday, or on bank holidays are processed on the next working day.
DPD delivery costs £7.95 excluding VAT (£9.54 including VAT) when your goods total is below £150 excluding VAT after trade discounts and promotions.
Email Contact us as soon as possible with your order number and photographs where appropriate. Our Delivery & returns page has the full process.
Trade accounts and pricing
Cyrano’s online store is for eligible trade customers. Submit the trade account application with your business details and the team will review it before prices and ordering are enabled.
Prices are available to approved trade customers. Sign in to an active account to see the prices assigned to your account tier.
No. Storefront prices are shown excluding VAT. VAT is added during checkout after any trade discount.
Ordering and payment
Online orders are paid securely by card through Stripe during checkout.
Contact us as soon as possible. Before dispatch, we can usually remove items from a standard-stock order or cancel it. We can’t add items to an order once it’s placed, so please place a new order for anything extra. Special-order or configured products may already have committed costs.
We’ll remove it from your order, refund it to your original payment method and email you to confirm the amount. The rest of your order is sent as normal.
Sign in and open your account to see your order history and available delivery details.
Returns and refunds
You may request to return an unused, unopened standard-stock product within 14 days of delivery. Contact Cyrano for approval before sending anything back.
Unless faulty or supplied incorrectly, opened lotions, cosmetics, liquids, hygiene-sensitive products, special orders and products that have been installed, used or altered cannot normally be returned.
Contact us promptly with your order number and details of the problem. Depending on the circumstances, we may arrange a repair, replacement, refund or another reasonable remedy.
Product enquiries
Sunbeds, lamps, acrylics and other specialist products may be priced individually. Use the enquiry form on the product page and the sales team will respond outside the online checkout.
Use the product enquiry form or email Contact us with the products and quantities you need.