Frequently Asked Questions

Frequently Asked Questions

Here are the most common questions our customers may have while shopping with us.

Click on the plus symbol near every question to see an answer.

Placing order

How can I pay for my order?

We offer two types of payment: Bank debit/credit card or via PayPal account. They both are served by PayPal Secure Payment gateway so don’t worry if you do not have a PayPal account – you will be asked to enter your card details once you proceed to checkout.

I don't have a PayPal account, can I still pay for my order?

Yes, you can pay with your debit/credit card if you do not have a PayPal account. We use Payment Processing system provided by PayPal which gives you the opportunity to pay for your order even without having a PayPal account. Simply follow the instructions on the screen at the Checkout.

Is it secure to pay on your website?

Yes. We use SSL certificate on our servers which provides an encrypted data transfer. Payment Processing system provided by PayPal is one of the most secure on the market and it guarantees you an extra protection as all payments processed independently and securely.

What payment methods are available in your shop?

We accept all major cards, debit and credit. We use PayPal Secure Payment System to accept payments and you even do not have to have an account with PayPal to pay for your order. Just enter your delivery address and bank card details at Checkout and wait for delivery!

Can I amend or cancel my order?

Yes, of course! Once you placed an order you can proceed to My Account page to see your order status and available options.

Do I need an account to buy something from you?

It would be better and easier for you if you register with us. However, if you simply wish to buy something quick and return later to register, you can use our Guest Checkout facility.

I do not see a product description on Moisturizers page, only image, price and title.

Yes, by default products are shown in Grid mode, where you only see the image, description and price. If you wish to see a bit more detailed information without opening every item, you can switch the product listing into List mode. Please, find two toggles on top right corner of every page listing products and click on the left one, with three horizontal lines. The result is shown on the image below. From now on every page you open will be in List mode.

Product page switch between Grid and List modes

Delivery

Do you offer a free delivery?

Yes, we offer a free delivery for all orders of £15 and above in the United Kingdom. See our Delivery Rates page for more details.

Do you deliver to my location?

Yes, we should. See a lit of destinations on our Delivery Rates page for more details.

When I get my order?

On a next working day. Any order placed before 1pm (except Saturdays) will be dispatched on the same day. Otherwise it will be dispatched on the following working day.

Do you deliver on weekends?

We use Royal Mail service and it currently says that they deliver 6 days a week – Monday to Saturday. Some areas in the United Kingdom have been selected to trial a Sunday delivery which we find beneficial but cannot guarantee that.

What if I order during Public Holidays?

All orders placed on or before Bank or Public Holidays will be processed and dispatched on the next working day.

How long it will take for my order to arrive?

One-two working days if ordered from the United Kingdom. We aim to dispatch orders on the same day using “First Class” service provided by Royal Mail. If we dispatch orders before 1pm, it can be delivered on the next working day. Orders placed after 1pm will be dispatched on the next day and can be delivered the day after. Orders placed on Saturday and Sunday will be dispatched on the next Monday to be delivered on Tuesday (excluding Bank Holidays and Public Holidays).

I live outside the UK. How long it will take for my order to arrive?

It usually takes up to 5 working days for Europe destinations.

World Zone 1 and World Zone 2 delivery may take up to 7 days.

How can I change my delivery address?

Please proceed to My Account page, login if necessary, and find the menu link on the left called “ADDRESSES”. Click on the “Edit” link and enter your new billing address and click “Save address”.

Leave “Delivery address” emply if you with your orders to be delivered at your billing address.

My order hasn't arrived yet, what should I do?

In some cases it may take a few days longer to deliver your order, but if you wait for more than 10 working days, then, of course, it’s time to contact us. Open our Contact Form here and give us your order details (date of order and/or order number). We will contact you as soon as possible with more information.

Returns and refunds

Do you provide free returns?

Yes, only if your item has never been used or opened. Please read our Returns and Refunds Policy for more information.

How many days I have in order to return my order/item?

14 days. The clock is ticking since you received your order, not since you placed order. Once you decided to return your unused /unopened item, you should notify us about your decision and get a positive responce from us. Since then you have another 14 days to get it dispatched to us. More details on our Returns and Refunds Policy page.

My order (item) arrived damaged, what should I do?

Please contact us straight away using our Contact Form and report the details. We will tell you what you should do next.

Coupons and Gift Cards

My coupon is not valid for sale items. Why?

Some coupons do not allow you to get a discount on products which are already on sale. If your basket contains only products on sale then no discount will be applied. If your basket contains some items which are on sale then discount will be applied only to those items which are not on sale.

Where and how should I use a coupon?

You should add some products into your basket before any coupon can be redeemed. Open My Basket page by clicking image of basket on top right corner of page or at the bottom under “My Shop” column.

Under the products list you should find a field to enter your code and button “Apply coupon” – see image below:

Fiels to apply a coupon and update basket

Then you should have a message “Coupon code applied successfully.” appeared on top of your Basket page.

Can I exchange my coupon for money?

No, the coupon has no money equivalent and it can only be used as a way of discount when placing order in our shop.

Should I use your coupon straight away or I can wait a bit before I wish to redeem it?

Every coupon has an expiration date and it varies from a few weeks to up to a year. An information provided with it saying the exact amount (or percentage) of a discount, which products it can be used with (if applicable) and the expiration date by which you should use it.

Where I can get your coupons from?

We use our social media accounts as a way of communication with our existing and potential customers and always post new coupons there. Please, follow our page in Facebook, Instagram, Google+ and Twitter to stay alert. Also, you may wish to sign up to our newsletter as well if it’s better for you.

Can I return a gift card?

Unfortunatelly, no.Gift card can not be exchanged for money or returned. Please use it or give it to someone else as a gift.

Can I use only part of my Gift Card?

Gift cards can not be partially used. However, if you have a gift card for £25 or £50, you can contact us asking to swap them for any combination of £5, £10 or £15 Gift Cards providing the original total amount remains unchanged.

Where I can find the Gift Card I've purchased?

Go to My Account page and click on Downloads menu on the left.

My account

How can I change my password?

Please open My Account page and proceed to “Account Details” menu on your left. In the fields provided enter your current password, then new password and confirm new password once again. Click Save Changes button.

How can I change my delivery address?

On My Account page click on the menu “Addresses” on the left and fill in the relevant areas with new details. Click Submit to save changes.

Product Testers

How can I apply for a Beauty Product Tester Club?

Please read more information on our Beauty testers Club page.

What kind of products available for testing?

We aim to promote new brands and products. Most of them are skin care products (for face, eye-zone, hands or body). Please read more information on our Beauty testers Club page.

How many items I may get if my application accepted?

Once we decide to proceed with your application, you will get one item for testing. We send you email with more information on how to get an item and which items are available for you to pick.

What if I wish to get another item for testing?

You don’t have to register again if you wish to get another item for testing. If we found your social media activity related to previous item successful (i.e. great public engagement, post sharing, linking, product orders, etc.), we may continue our mutual cooperation. Of course, we are happy to cooperate with successful bloggers, so, once we have something new for testing, we may consider you as our top priority.

Still can’t find what you’ve been looking for? Please, contact us using our Contact Form