Our Delivery Policy page can tell you the timeframes associated with our different delivery options alongside their costs.
Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to help you do so.
If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team. If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order. We’ll send you an email within an hour to let you know if the cancellation worked. If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay. You can visit our Returns Policy to help you get the order back to us instead.
Once you've placed your order we cannot make any changes to it. If you want to try and cancel so that a new order can be placed, then you'll need to log-in to your account. Select the relevant order and you'll see that you can choose to cancel individual items or the whole order. We'll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
We apologize if your item arrived damaged, broken, or defective. So that we can look into this for you, please contact us to tell us more. To speed the process up, it'd really help if you could find the information below before contacting us, don't worry if you can't though, we can help once you get in touch. 1. Order Number. 2. Product Name. 3. Details of the fault. 4. Images that support the fault, if applicable. As soon as we've looked into the fault we'll let you know what we plan to do next by sending you an email.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order. It is therefore possible that the missing item may be on a separate shipment. Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered. If the item has been sent, then please send a message to let our Customer Service team know and they’ll be happy to help.
If you're seeing the status 'Payment Problem' on one or more of your orders then this means that we need you to check the payment information that has been submitted. Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you'll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account. If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help.
If you want to add new payment details then you’ll need to do this at the checkout stage. Your new card details will be saved once your order has been placed. This means that next time around you can order your favorite beauty brands with ease. You can manage your saved payment cards by clicking into 'Payment Cards' under Account Settings in your account.
We offer a variety of online payment methods to ensure our customers can place orders with ease. • Visa • MasterCard • American Express • Paypal • JCB • Discover You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorization by us and the card issuer. We do this to ensure that our customers are safe while they shop.
We send you an email as soon as your order is on the way, so that you can find out when it will arrive. For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is. Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbor or been taken to a local depot. Our Delivery Policy page can give you more information and timescales. If you do need to report your order as lost then please contact our Customer Service team.