Questions and Answers

Delivery, Returns and Payment Questions
Blogger, PR or trade enquiry Questions
More Questions
Terms and Conditions

Delivery, returns and payment questions

Q. Do you ship outside of the EU?

Click here to visit the region selection page. We ship to every country listed there.

Q. How long will my delivery take to arrive?

Unless you ordered as a pre-order for a delivery at a later date (please see the product description on the product page, or in your order confirmation email), you should receive your order within 3-10 working days depending upon the country your order is being shipped to (full details please see here. If you have not received this email please check your spam or Contact us via this form with your order number you received.

We use Royal Mail and DPD to deliver goods, if you are out please keep an eye out for their cards. Within a few days of placing your order you should receive your order tracking number. Once you have received you tracking number; for any queries regarding tracking your order please contact the courier company in your region - for UK/EU customers call DPD 0121 275 0500, for USA customers call Fedex 0345 607 0809.

Q. Can I amend my order once it has been placed?

Once we have received your order it is very difficult to change any of the details as the order details are automatically passed to our 3rd party warehouse. If you need to change the details of your order please contact us with your order number via this form 

Q. My StylPro won't turn on?

Please can you check you have removed the battery tab. It is very small and transparent and can get really stuck. Here is how to remove it. 

Q. There is something wrong with my order.

We are so sorry. We make every effort to ensure every single one of our products provide the highest satisfaction. If there is something wrong with your order, please contact us here and we will be in touch shortly.

Q. Returns and exchanges. My product is faulty what can I do?

We are incredibly sorry if your product is faulty. If the product is faulty, you have 30 days from the date of receipt in which to contact us to arrange refund or exchange. The best way to contact us is via this form or call 0203 2255558. 

Q. I wish to return my product – what do I need to do?

We believe you will be delighted with your purchases but there may be occasions when you feel it necessary to return an item. You have the right to cancel the contract for the purchase of any item within 14 days of delivery. Please note that you will be responsible for the costs of returning the goods to us. We recommend that you choose a returns service which allows you to track your parcel.

For StylPro returns, please ensure the device, bowl and collars are clean and placed in the original packaging to ensure a refund or exchange.

To return a product please use this form or call 0203 2255558. 

Q. What type of credit/debit cards do you accept?

Currently we accept Visa, VISA Debit, Mastercard and Maestro. You can also now complete your order by paying with PayPal.

Q. Can I pay by cheque?

Absolutely! If you prefer to pay by cheque, you can place your order over the phone and then send in your payment to our address:
AvenTOM Ltd, Amshold House, Goldings Hill, Loughton, Essex, IG10 2RW, UK. Please note that your order will not be processed until your cheque is received and cleared. Please ensure your cheque is accompanied by the order number and your full name, address and postcode.

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Contact Questions - back to top

Q. I am a blogger how do I get in touch?

Nice to meet you. Please do make contact with this form  and we will be in touch.

Q. I am a magazine, journalist or member of the press - how do I request images, samples or a press release?

Nice to meet you. Please complete this form and we will be in touch very soon.

Q. I would like to stock your products, who do I contact?

Great. Please complete this form and we will be in touch as soon as possible.

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StylPro Questions and Answers - back to top

Q. Where can I download the StylPro latest instructions? 

You can download the instructions sheet here. Please note page 2 is the English.

Q. My StylPro won't turn on?

Please can you check you have removed the small battery tab? It is very small and transparent and can become really stuck. Here is how to remove it.

Q. Do I have to use StylPro Cleanser?

StylPro Cleanser was made to make your brush cleaning experience even better. The cleanser does not have to be used when cleaning your brushes, however we do highly recommend it.

Q.  Does the StylPro come with StylPro Cleanser?

The StylPro Cleanser has been especially formulated to complement the StylPro and will remove even Estee Lauder Doublewear. It is sold separately and available here.

Q. Is the StylPro Cleanser tested on animals?

No it has not involved animal testing.

Q. Is the StylPro Cleanser Vegan registered?

Yes, StylPro Cleanser is registered by the Vegan Society as a product suitable for Vegans as it  does not involve or contain animal-derived ingredients and has not involved animal testing.

Q. Do I have to change my cleanser after cleaning each brush?

For best results you should change the cleanser after each brush. This is to ensure that no bacteria is passed from one brush to another.

Q. After I have cleaned my brushes do they need rinsing?

For best results we recommend rinsing in water.

Q. Does this work with Estee Lauder Double Wear foundation?

Yes, with 5-8 ml (about one capful) of the StylPro Cleanser solution, the StylPro will leave your brush looking brand new. In fact the StylPro Cleanser was developed especially for this purpose. Estee Lauder Double Wear which is one of the most popular foundations, is known to be incredibly difficult to remove. In our testing we used this foundation as our benchmark.

Q. Do I have to use your Cleanser? Can I use my preferred liquid soap with water?

We advise you use your preferred brand of anti-bacterial liquid soap and water for all water soluble makeup up. For more oily makeup like foundation, lipstick or eye liner, we recommend using StylPro Makeup Brush Cleanser.

Q. How do I know to use cleanser rather than soap and water?

The best way is to try with anti-bacterial soap and water first. If this does not clean as well as you would like then you need to use StylPro Cleanser.

Q. How much liquid soap and water do I put in?

We advise you add a small squirt or pump of anti-bacterial liquid soap into the bowl first, then add as much water as is required to cover the height of the bristles. Try to avoid letting the metal part of the brush (the area that holds the bristles) to get wet as this may damage the bristles.

Q. Which soap do you recommend?

We recommend an anti-bacterial hand wash. Others recommend conditioning shampoos.

Q. Does this work with a really grubby horrid foundation brush that hasn’t been cleaned in a while?

Yes, it will leave your brush looking brand new. For brushes with thick foundation we suggest using the StylPro Cleanser. 

Q. Will it work with my brushes?

The 8 silicone collars or 'hoods' have be especially designed to hold any brush handle which is between 4mm and 30mm in diameter. We have tested the StylPro with a huge range of brushes. However the brush must have a rod or shaft-like handle. The StylPro cannot hold flat handle brushes. 

Q. Does the StylPro work on natural and synthetic brushes?

Yes, the StylPro works with a range of natural and man made brushes. However when changing from wet to dry, bristles can be delicate. For natural bristles especially, please only spin dry for 3-5 seconds then stop. If any of the bristles do stick out, please use a damp cloth to mould them back into shape and leave them to air dry. As part of our testing we repeat tested a range of brushes 500 times, to see how they were affected. The results show that there was little to no affect on the bristles. However, as there are so many factors regarding brushes we cannot be held responsible for any damage to your brushes.

Q. I see the StylPro spins the bristles out. Will this damage my brush?

The force exerted on the bristles when spinning is very low in comparison to the squeezing and pulling action used when cleaning brushes by hand. However when changing from wet to dry, bristles can be delicate. For natural bristles especially, please only spin dry for 3-5 seconds then stop. If any of the bristles do stick out, please use a damp cloth to mould them back into shape and leave them to air dry. As part of our testing we repeat tested a range of brushes 500 times, to see how they were affected. The results show that there was little to no affect on the bristles. However, as there are so many factors regarding brushes we cannot be held responsible for any damage to your brushes.

Q. Can the StylPro clean a sponge or Beauty Blender?

Currently the StylPro device cannot really clean a sponge although the StylPro Cleanser may be helpful on its own. During our focus groups we discussed these and as the water can be squeezed out easily we were told that cleaning them was not a high priority.

Q. Can the StylPro clean multiple brushes at a time?

Sorry currently not.  We are working on this and a silicone multi brush holder will be available in about 3 months. Please watch this space.

Q. How do I clean the bowl?

Please wash the bowl with soap and water.

Q. Does the StylPro come with batteries?

Yes, 2x AAA batteries are included. However, due to regulations, orders to Iceland will not include batteries. 

Q. How long will the batteries last?

With normal use the batteries should last for a total of 36 hours solid use. The batteries are not rechargeable.

Q. When will my StylPro arrive?

Please allow at least 5 working days for delivery. Your StylPro will be sent with DPD and will normally arrive between 3-5 working days. Please be aware, that in extreme circumstances delivery times can be 21 days. Please contact us by emailing here. if you have not received your order within 21 days.

Q. Does it come with a warranty?

The StylPro limited warranty lasts 1 year from the date of purchase. Please keep the original receipt for warranty service. For service or repair during this warranty period, contact us here with proof of purchase. Important: this warranty does not cover damage resulting from accidents, misuse, alterations, abuse, lack of reasonable care or use other than described in the instructions, or performance of service or repairs by an unauthorised service centre. This warranty is valid only on merchandise sold by authorised retailers. Note, the item must be thoroughly cleaned prior to return. We cannot take any responsibility for any damage to brushes cleaned using the StylPro.

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More Questions - back to top

Q. I have an invention idea and I would love Tom’s advice.

Tom's loves hearing about new inventions unfortunately, he is just too busy to respond to every request! However if you would like to make contact please contact us here.

Q. Still have other questions?

Please call our Customer Care line on +44 (0)203 225 5558 or via this form and we will be happy to assist you.

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Terms and Conditions - back to top

Aventom Ltd provides the content and services available on the Stylfile Website to you subject to the following terms and conditions ("Terms and Conditions"). By accessing or using the Website, you are acknowledging that you have read, understand, and agree, without limitation or qualification, to be bound by these Terms and Conditions, which include our Privacy Policy.

Privacy

Please review our Privacy Policy which also governs your visit to the Website, so that you may understand our privacy practices.

Purchase Contract

This web site is operated by Aventom ("we", "us" or "our"). All purchases made on this web site are governed by these Terms and Conditions at any time although the Terms and Conditions governing any given purchase will be those in effect at the date of your order. If you order goods after we have published the changes you will be bound by those changes. Accordingly, you should check prior to each order to ensure that you understand the precise terms and conditions applicable to your purchase. To assist you in determining whether the Terms and Conditions have changed since your most recent order we will display the date when these Terms and Conditions were most recently updated.

We will confirm acceptance of your order. This will occur either by message on the website immediately after you have confirmed your order, or by us sending an e-mail to the email address you have provided to us. We may do both, in which case the acceptance will occur on whichever arrives sooner of the web message and the email. At this point the purchase contract will be made and we will supply the goods to you in accordance with your order and these Terms and Conditions.

The products and services available on the Website, and any samples thereof we may provide to you, are for personal use only. You may not sell or resell any of the products or services, or samples that you purchase or otherwise receive from us. We reserve the right, with or without notice, to cancel or reduce the quantity of any orders that we believe, in our sole discretion, may result in the violation of our Terms and Conditions. Aventom reserves the right to cancel any online order for any reason. You must also check the items once they arrive to see if they are the correct order before opening the products.

Prices

All prices are in UK Pounds and are inclusive of VAT where applicable, at the current rate. The price of the goods will be as quoted on the web site at the time you confirm your order (usually by clicking the "checkout" button) subject only to any inadvertent technical error for which we will not be liable. If you subsequently amend your order, the prices charged will be those applicable to the amended item(s) at the time that the amended order is confirmed. Please note that as promotions are offered for a limited period of time subsequent amendments to your order may mean that certain promotions are no longer being offered.

The price of the goods does not include a charge for delivery.
A standard delivery charge of £2.99 maybe applicable for all orders and is inclusive of VAT. For a VAT receipt, request via email from info@aventom.com

Availability

Although we endeavour to hold stock of all the items advertised for sale on our site this cannot be guaranteed so that by acknowledging receipt of your order we are not creating a binding contract to supply what you have ordered but which we do not have in stock. The content of the site is managed and therefore any products that are out of stock should be highlighted. In the event of unavailability for whatever reason, we will advise you of our position when we receive your order and we will await your subsequent instructions.

Accuracy of Information

We attempt to be as accurate as possible when describing our products on the Website; however, to the extent permitted by applicable law, we do not warrant that the product descriptions, colours or other content available on the Website are accurate, complete, reliable, current, or error-free.

Intellectual Property

All content available on the Website, including but not limited to text, graphics, logos, button icons, images, audio clips, data compilations and software, and the compilation and arrangement thereof (collectively, the "Content") is the property of Aventom Ltd, ., our affiliates, partners or licensors, and is protected by EU and international copyright laws.

The trademarks, logos, and service marks displayed on the Website (collectively, the "Trademarks") are the registered and unregistered marks of Aventom Ltd, our affiliates, partners or licensors, in the EU and other countries, and are protected by EU and international trademark laws. Except as required under applicable law, neither the Content or Trademarks nor any portion of the Website may be used, reproduced, duplicated, copied, sold, resold, accessed, modified, or otherwise exploited, in whole or in part, for any purpose without our prior written consent.

Your Obligations and Responsibilities

In the access or use of the Website, you shall comply with these Terms and Conditions and the special warnings or instructions for access or use posted on the Website. You shall act always in accordance with the law, custom and in good faith. It is strictly prohibited to use or contact this Website to disrupt or damage the Website, its contents or its security measures or to harass or disparage Aventom or its products or services or personnel. No unsolicited email (spam) may be directed to or through this Website. Users may not use this Website in order to transmit, distribute, store or destroy material (a) in violation of any applicable law or regulation, (b) in a manner that will infringe the copyright, patent, trademark, trade secret or other intellectual property rights of others or violate the privacy or publicity or other personal rights of others, or (c) that is libellous, obscene, threatening, abusive or hateful. IF YOU DEFAULT NEGLIGENTLY OR WILLFULLY IN ANY OF THE OBLIGATIONS SET FORTH IN THESE TERMS AND CONDITIONS (INCLUDING OUR PRIVACY POLICY), YOU SHALL BE LIABLE FOR ALL THE LOSSES AND DAMAGES THAT THIS MAY CAUSE TO AVENTOM LTD OUR AFFILIATES, PARTNERS OR LICENSORS.

Your Account

You may choose to register at our Website. If you do, you will have an email address/username and password for your account. You are responsible for maintaining the confidentiality of your account, username and password and for restricting access to your computer. You agree to accept responsibility for all activities that occur under your account, username and/or password. You agree to provide only accurate, truthful information. We reserve the right to refuse service and/or terminate accounts without prior notice if you violate these Terms and Conditions or if we decide, in our sole discretion, that it would be in Aventom's best interests to do so.

Linking

Aventom has no responsibility and assumes no liability for the unaffiliated sites to which it is linked to or from, including but not limited to the content or web pages or other, products, services or materials on the site linked to the Website or posted to this Website by anyone other than Aventom. We may permit some links for convenience, but it is not an endorsement by Aventom, our affiliates or our partners of the referenced content, product, service or supplier. Please note that the rules and privacy policies of linked sites may differ from those of Aventom and should be reviewed by you when you use the link to access the other site. We may, in our sole discretion, request that you remove any link to the Website, and upon receipt of such request, you shall immediately remove such link.

Submissions

Any unsolicited suggestions, ideas, enquiries, materials, feedback, or other information you provide us will be treated as non-proprietary and non-confidential and, by submitting such information, you hereby grant us a nonexclusive, royalty-free, perpetual, transferable, irrevocable, and fully sub-licensable right to use, reproduce, modify, adapt, publish, sell, assign, translate, create derivative works from, distribute and display such information in any form, media, or technology, whether now known or hereafter developed, alone or as part of other works. You also acknowledge that your submission of information may not be returned and we may use your submission, and any ideas, concepts or know how contained therein, for any purpose including, without limitation, developing, manufacturing, distributing and marketing products.

Representations and Warranties; Limitation of Liability

THE WEBSITE IS PRESENTED "AS IS." WE MAKE NO REPRESENTATIONS OR WARRANTIES OF ANY KIND WHATSOEVER, EXPRESS OR IMPLIED, IN CONNECTION WITH THESE TERMS AND CONDITIONS OR THE WEBSITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, NON-INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE, EXCEPT TO THE EXTENT SUCH REPRESENTATIONS AND WARRANTIES ARE NOT LEGALLY EXCLUDABLE.

WE ARE NOT RESPONSIBLE FOR TIMELINESS, ACCURACY, UNAVAILABILITY OR INTERRUPTIONS IN AVAILABILITY, VIRUSES OR OTHER DEFECTS IN THE WEBSITE OR ITS CONTENTS. IN NO EVENT WILL WE BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY KIND (INCLUDING LOST PROFITS) RELATED TO THE SITE REGARDLESS OF THE FORM OF ACTION WHETHER IN CONTRACT, TORT OR OTHERWISE, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Nothing in these Terms and Conditions will restrict our liability for death or personal injury resulting from our negligence, neither will any of these terms restrict any of your statutory rights.

In addition that outlined above we will not be deemed to be in breach of contract or of these Terms and Conditions as a result of any delay in our performance or failure to perform our obligations if that delay or failure to perform is due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood and other acts of God, strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war.

Other than as set out above, our maximum liability arising out of any order for the supply of goods to you under this contract will be limited to the retail price of the goods contained in that order.

Fraud Protection

We reserve the right to refuse to process and order due to suspected fraud or unauthorised or illegal activity. If such is the case, we may reject your order and/or our customer service department may call you at the phone number you provided to confirm your order. We also reserve the right to cancel any accounts or refuse to ship to certain addresses due to suspected fraud or unauthorized or illegal activity. We reserve the right to cancel any order using any promotional code, at our sole discretion. If any order cancellation occurs you will be credited in full for the cancelled orders. We take these measures to protect our customers as well as ourselves from fraud or other unauthorized or illegal activity.

IN THE EVENT OF ANY PERCEIVED ABUSE(S) OF AVENTOM', TO BE DETERMINED AT THE SOLE DISCRETION OF TROPIC.

Disputes

With respect to any dispute regarding the Website, all rights and obligations and all actions contemplated by these Terms and Conditions shall be governed by the laws of the EU, as if the Terms and Conditions were a contract wholly entered into and wholly performed within EU.

General

By using this Website, you acknowledge and agree that these Terms and Conditions, which include our Privacy Policy constitute the complete and exclusive agreement between us concerning your use of the Website, and supersede and govern all prior proposals, agreements, or other communications.

We reserve the right, in our sole discretion, to change these Terms and Conditions at any time by posting the changes on the Website. Any changes are effective immediately upon posting to the Website. Your continued use of the Website constitutes your agreement to all such terms and conditions.

© Aventom Limited, AMShold House, Goldings Hill, Loughton, Essex, IG10 2RW
Company Registration: 07746771
VAT Registration Number: 118915502