Customers who are unable to agree to the terms and conditions at the checkout, please register for an account. We are working on a long term fix for this issue.

Close X
GBPPound sterling (GBP)
0
£0.00

Menu

FAQs

Frequently Asked Questions

1. Is this product authentic?

All goods sold by The Beauty Store are 100% genuine and in the original manufacturer’s packaging (unless explicitly stated in the product listing).

2. What is the status of my order?

If you have an account you can login in here to see the status of your order.

You will receive an email confimation to the email address provided, upon placing your order successfully.

Your order will be dispatched within 1 working day* and you will receive an email confirmation to the email address provided.

You will be provided with a tracking number when your order is dispatched.

We send all orders through Royal Mail or DPD, you can track your orders here:

Royal Mail – www.royalmail.com/track-your-item

DPD – www.dpd.co.uk

3 . Where is my order?

We will notify you by email when your order is dispatched, we can confirm all orders have left our building and proof of postage can be supplied.

Please visit our delivery policy page for estimated delivery times, these times are indicative and subject to availability, payment authorisation, verification and processing.  If your tracking number indicates that your order has been delivered and you haven’t received your order, you should:

  • Check if someone else at your address has accepted it.
  • Look around the delivery location. Your parcel may have been left with a neighbour or in a safe place like a porch or garage.
  • Look for a notification of attempted delivery. You may find an attempted delivery notice in your letter box or on your door. Follow the instructions on that notice to request redelivery or to arrange collection of the parcel.
  • Contact the carrier if there’s still no sign of the parcel.
  • If you are still unable to locate the parcel please contact us and we will be able to raise a claim against the carrier.

The Beauty Store must be notified in writing of any missing orders within 30 calendar days from the date of dispatch for Royal Mail and DHL and within 14 calendar days from the date of dispatch for DPD.

Upon notification of a missing parcel we will raise an investigation with the carrier, this process normally takes 72hrs and pending the outcome of the initial investigation we then may be able to process your claim or have to raise the claim further with the carrier.

If we have to raise the claim further with Royal Mail, it can take up to 30 days and will require you to complete a P91 form from Royal Mail, in these circumstances a claim will not be processed until Royal Mail have confirmed the return of the P91 form.

4. How long does delivery take?

UK Standard Delivery (2-3 Working Days*) – £3.95

If you have selected this delivery option, your order will be delivered within 2-3 working days* starting from the date of dispatch. Please make sure you are available at your selected address, to receive your parcel. In the event you are not available, a delivery card should be left. UK Standard Delivery is free when you spend over £25 including VAT.

A tracking number can be provided upon request. You can track your order at www.royalmail.com

UK Express Delivery (1-2 Working Days*) – £4.95

If you have selected this delivery option, your order will be delivered within 1-2 working days* starting from the date of dispatch. Please make sure you are available at your selected address, to receive your parcel. In the event you are not available, a delivery card should be left. This is NOT a guaranteed Next Day service, but 98% of orders are delivered within 1 working day using this service.

A tracking number can be provided upon request. You can track your order at www.royalmail.com

UK Next Day Delivery – Orders must be made before 13:00pm (Next Working Day*) – £5.95

If you have selected this delivery option and made the order before 13:00pm that day, your order will be delivered the next working day* starting from the date of dispatch. Please make sure you are available at your selected address, to receive your parcel. In the event you are not available, a delivery card should be left.

A tracking number can be provided upon request. You can track your order at www.dpd.co.uk

UK Next Day Delivery – Orders before 13:00pm (Saturday) – £6.95

If you have selected this delivery option and made the order before 13:00pm on Friday, your order will be delivered the next day (Saturday) starting from the date of dispatch. Please make sure you are available at your selected address, to receive your parcel. In the event you are not available, a delivery card should be left.

A tracking number can be provided upon request. You can track your order at www.dpd.co.uk

5. How do I cancel my order?

If you wish to cancel your order please notify The Beauty Store by email at customer.services@thebeautystore.co.uk within 1 hour of making your order.

Please include the following details:

  • Your Name
  • Your Order Number
  • Reason for cancellation
  • Payment Method

The refund will be applied directly to your debit/credit card or paypal account.

6. Are you getting this product back in stock?

We only purchase the best products at the best prices, this enables us to offer you the best products at the best prices. This unfortunately means products will go out of stock from time to time, but don’t worry our purchasing team is hard at work trying to source the products.

Unfortunately we are unable to give you an exact date for when products will come back into to stock.

If you are desperate for your next beauty haul or have a special request don’t hesitate to contact us.

7. How do I return my order?

Please contact customer.services@thebeautystore.co.uk to receive your Returns Order Number.

Item(s) can only be returned if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and unopened.

Item(s) must be returned within 30 days, starting from the day your item was dispatched. Please include a note stating your order number and reason for your return.

The item(s) are returned at the buyers cost and the buyer will not be reimbursed for this cost by The Beauty Store.

Return your item(s) to the below address:

Customer Returns

The Beauty Store

Unit 2, Orchard Business Park

Forsyth Road

Woking

GU21 5FH

In the rare event of a customer receiving an item which is damaged/defective* or incorrect (which were not advertised as damaged, unpackaged or no lid) we can provide a Royal Mail Tracked Returns Label upon request, please print this label and affix it to the outside of the packaging and take to your local post office. When we have received your return, we can either offer a full refund for the goods or a replacement order.

8. When will I be refunded?

Upon receipt of your return, The Beauty Store will issue a refund within 3-5 working days* starting from the date your return is received.

Please note delivery charges are non refundable, you will be refunded the cost of the product only. (This is only applicable if you have been charged delivery, for example £1.95 for Standard UK Delivery)

However delivery charges will be refunded in the following cases:

  • non-delivered item(s)
  • damaged/defective item(s)
  • incorrect item(s)

If you have requested for an order cancellation, you will be refunded within 1 working day, but the funds may take 3-5 working days to appear in your account.

9. Which countries do you ship to?

To comply with the International Civil Aviation Organization’s Technical Instructions for the Safe Transport of Dangerous Goods by Air, The Beauty Store are unable to ship some restricted goods by Airmail to overseas locations.

  • Restricted Goods Include
  • Perfume & Aftershave
  • Aerosols & Pressurized Sprays
  • Nail Polish

We are able to ship restricted/dangerous goods to the following countries with DPD, using our European Express Delivery option:

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

All other products are available for worldwide shipping, if your country is not available for shipping at the checkout, please contact us and we would be happy to help.

*working days for the purpose of our FAQ, do not include Saturday, Sunday or Bank Holidays.

*at the discretion of our management, we may require photographic evidence to support claims for damages.