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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

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.

*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.