PLACING AN ORDER
I have not received a confirmation email, what should I do?
Please check your junk mail. If after a few minutes you still haven't received a confirmation email, please email firstname.lastname@example.org, with your first and last name and subject line 'Order Confirmation Missing'.
How can I track my order?
Once your order is dispatched (usually on the same day or next day depending on the time your order was placed) you will first receive a confirmation email for your order, then you will receive a dispatch confirmation email once your order has been dispatched. The dispatch email will have a tracking reference number and details of how to track your order.
Standard UK shipping orders do not have tracking numbers, only next day and international shipping has tracking numbers.
Can I cancel my order?
We aim to ship your order as quickly as possible, so unfortunately cancellation requests cannot be considered. Please take extra care when selecting your items.
How long will my order take to arrive?
Standard UK orders will be received within 3-5 working days. Next Day UK orders will be received within 1-2 working days. All international orders will be received within 5-7 working days. Please allow an extra working day potential delay depending on the time your order is placed. Please contact email@example.com for any queries on shipping delays, please include your order number in the subject line.
Where is my order shipped from?
We currently ship all orders from the UK.
Can I return my item?
Due to the nature of what we sell, returns are only permitted if the order is faulty or damaged. If your purchase is faulty or damaged, please take photos of the damage, send an email to firstname.lastname@example.org with subject line 'Faulty Order'.
You will be given details of what to do next once this email is sent. Please ensure the email is received within 10 business days of receiving the faulty order. Emails received after this time will not be considered and unfortunately no replacement will be offered. If it is deemed your order is faulty, a replacement will be issued within 3 business days and shipped via the initial shipping option with which your first order was shipped. Please allow more time for shipping.
I am not satisfied with an item that I have received, what should I do?
Unless the item is faulty, no replacement will be issued. However we love to receive feedback, if you do not like your purchase due to quality or other reason please give us feedback so we can continue to improve.
I have not received all of the items I ordered, what should I do?
Please contact us at email@example.com with subject line 'Missing Items' and give us details of what is missing so we can check. Please include your order reference number in the email.
If I purchase a product set can I return my items?
Items can only be returned if faulty, if your item is faulty, please follow the faulty process mentioned above.
What currency will I pay in?
The site currently hosts GBP (£/Pounds) you will be charged the equivalent of the currency you are paying with. You can check google for currency conversions for an indication of how much you will be charged. Please note your card provider might also charge you a transaction fee. Please contact your card provider for information of what this will be.
Do I pay custom fees?
All custom fees are currently handled by us, however this may change in the future, once this happens, this page will be updated. If you are worried about custom fees, please send us an email to firstname.lastname@example.org with subject line 'custom fees'.
When will I be entitled to Free Shipping?
We often give offers/promotions for free shipping, please keep an eye out for these. However, please note all shipping costs apply unless a free or discounted shipping offer is expressly indicated.
PROMOTIONS AND DISCOUNTS
From time to time we offer promotions/discounts/sales, please provide us with your email address, in the email pop up on the home page- this will allow us to email you about promotions. We also post promotions on our social media, please keep an eye on these. All discounts and offers are for a limited time, you will not be able to use the discounts/offers once this time expires.
Can I return my items purchased during promotions/sales?
Unless your item is faulty, all sales are final and there is no returns. To return faulty items, please refer to the above guidance under Returns.
My coupon code is not working at checkout?
Coupon codes cannot be redeemed with any items purchased as part of a promotion. If your coupon code is not working please refresh the screen and try again, ensuring you are not applying a coupon code to an existing promotion as this will not work. If you continue to experience problems please contact us via email@example.com or through the Messenger Chat at the bottom of the home page.
How do I know what shade to order?
We try our best to show all our shades through photos and videos, please look over these on our website. Also check Instagram for a closer look of what each shade looks like when tried on live. If unsure, our experts are here to help, please send us an email/DM/Messenger Chat for us to help you pick the best shade!.
Are your products cruelty free?
We can confirm that we do not conduct or commission animal testing on ingredients, formulations or finished products.