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Returns & Refunds

This is our Returns & Refunds Policy, we hope it is pretty clear but if you have any questions please contact us here or call our freephone number (free for landlines only, mobiles will be charged) 0800 852 1053.

Returns
 
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.

*At the discretion of our management, we may require photographic evidence to support claims for damages.
 
Refunds
 
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)
Exchanges
 
If you bought your item in store, you can exchange it in any of our stores.
 
If you bought your item online, we are unable to exchange it via post. You can return the item and we will issue a refund as per our policy. You can then reorder the correct item.
 
Incomplete Orders
 
If you order has been delivered incomplete, please contact The Beauty Store at customer.services@thebeautystore.co.uk.
 
Missing Orders
 
If your order has not been delivered or you believe it has been lost, please read the following and then contact us at customer.services@thebeautystore.co.uk.
 
All orders are sent through Royal Mail.
 
Please check your order this will indicate the date of dispatch, we can confirm all orders have left our building and proof of postage can be supplied.
  • Standard UK Delivery takes 2-3 working days to arrive, but may take longer than that.
  • Express UK Delivery takes 1-2 working days to arrive, but may take longer than that.
  • UK Next Day Delivery will be delivered by 1pm the next working day.
  • Worldwide Standard Delivery takes 15-20 working days to arrive, but may take longer than that.
  • Worldwide Express Delivery takes 3-7 working days to arrive, but may take longer than that.

If you haven't received your order, please check your mail for a Royal Mail Red Card. This would indicate that your parcel is at your local Royal Mail/Post office awaiting collection.

Please check with your neighbours or check a safe place that the Postman may have left your post.

Royal Mail do not consider domestic orders (within the UK) lost until 15 working days have elapsed from the due date of delivery, unless there is evidence to the contrary to demonstrate that the item has not been lost.

If the order can still not be located after 15 working days, we can send a replacement item or issue a refund.

Royal Mail do not consider European orders lost until 20 working days have elapsed from the due date of delivery, unless there is evidence to the contrary to demonstrate that the item has not been lost.

If the order can still not be located after 20 working days, we can send a replacement item or issue a refund.

Royal Mail do not consider International orders (outside Europe) lost until 25 working days have elapsed from the due date of delivery, unless there is evidence to the contrary to demonstrate that the item has not been lost.

If the order can still not be located after 25 working days, we can send a replacement item or issue a refund.

For more information please visit http://www.royalmail.com/i-think-my-mail-is-lost-what-shall-i-do

*working days for the purpose of our Returns & Refunds policy, do not include Saturday, Sunday or Bank Holidays.
 
This policy was updated at 08:35:00 GMT on 24/11/2016.