Your questions answered

CONTACT US

Have a question about your order?

WEEKDAYS:

Our ‘Customer Love Team’ will get back to you as quickly as possible (within 24 hours) on weekdays Monday - Friday.
Please contact us here stating your order number: customerlove@beautyandtheboutique.com
IMPORTANT:
So that we help you as quickly as possible, please state your order number in your email to us. Your order number can be found on the order confirmation email we sent to you on the day of your purchase. Should you not have your order number please include your full name and postal delivery address.

WEEKENDS:

Our ‘Customer Love Team’ will reply as quickly as possible on Monday with a resolution for you.
Please contact us here stating your order number: customerlove@beautyandtheboutique.com
IMPORTANT:
So that we help you as quickly as possible, please state your order number in your email to us. Your order number can be found on the order confirmation email we sent to you on the day of your purchase. Should you not have your order number please include your full name and postal delivery address.

Frequently asked questions

WHAT COUNTRIES DO WE SHIP TO?

We ship Worldwide.

WHEN WILL I RECEIVE MY ORDER?

UK

We aim to dispatch your order within 48 Hrs.
After dispatch time, delivery will usually be between 3 - 5 working days.*
*(Working days exclude weekends and national holidays)

IRELAND:

We aim to dispatch your order within 48 Hrs.
After dispatch time, delivery will usually be between 5 - 10 working days.*
*(Working days exclude weekends and national holidays)

WORLDWIDE:

We aim to dispatch your order within 48 Hrs.
After dispatch time, delivery will usually be between 10 - 20 working days.*
*(Working days exclude weekends and national holidays)

WHAT CURRENCIES CAN I PAY WITH?

You will find a currency display option at the top of our product page. From here, you can select your currency in the drop down menu so you won't have to guess the amount that will appear on your bank or credit card statement.

If your currency is not available don't worry as you can still shop the site in any other currency option you wish. In all transactions, the payment will be taken in Great British Pound (sterling) – GBP, and converted by your bank or PayPal.

All payments are processed in Great British Pound (sterling) – GBP, and the exchange rate on the day of purchase will be used to convert from your own currency.

WHAT CARDS CAN I PAY WITH?

We accept both Visa and Mastercard. Unfortunately we are currently unable to process American Express. If we do not accept your preferred payment method, you may like to pay with PayPal. To get your free PayPal account sign up now.

CAN I PAY WITH PAYPAL?

Yes absolutely - PayPal lets you send payments securely online using a credit card or bank account.

WHEN WILL I BE CHARGED?

Once your card has been authorised, payment will be taken immediately.

MY CARD HAS NOT BEEN AUTHORISED

If your card is not authorised, payment will not be taken. If you are experiencing continued problems, please do let us know at customerlove@beautyandtheboutique.com

Please remember that even if a payment is not authorised, some card issuers may still reserve the money, meaning you cannot use the reserved money in your account for a short period.

MY PAYMENT HAS BEEN DECLINED

Don't worry – this can happen for a number of reasons.

Try checking the details entered to ensure that the card details (such as the start date and card type) are correct and your billing address is the same one that the card is registered to.

If the problem persists, try entering the details of another card.

If none of the above seems to help, then please contact us at customerlove@beautyandtheboutique.com and we will do our best to assist.

I AM HAVING TROUBLE WITH MY SHOPPING BASKET

Any item you add to your shopping bag will be reserved for you for two hours while you carry on shopping. After this time, items will be removed from your basket and other customers will be able to buy them.

If items are disappearing from your shopping bag within two hours, this may be because you are using your internet browser's 'back' button, rather than selecting one of the 'Continue shopping in.' links on the shopping bag page.

If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your Internet browser, select 'Internet Options', then choose 'Delete Cookies’, and hit OK.

HOW DO I CANCEL MY ORDER UNDER THE DISTANCE SELLING REGULATIONS?

Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us.

In this case we will issue you with a full refund, however you will need to return the entire order at your own cost if you have already received them.

In all cases, the goods must be in their original condition and will be inspected on their return.

If we do not receive the cancelled order back, we may arrange to have them collected at your cost.

If you decide to cancel your order you must let us know in writing [email is fine], quoting the order number.

WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?

Unfortunately, we cannot tell you if there would be a minimal charge as customs policies vary widely from country to country and this is out of our control.

Any customs or import duties are charged once the parcel reaches its destination country. The recipient of the parcel must pay these charges.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

I THINK MY ORDER IS MISSING?

In the unlikely event your parcel goes missing, please contact: customerlove@beautyandtheboutique.com with your order number.

UK: We aim to dispatch your order as quickly as possible (within 48 hrs). After the dispatch time, delivery will usually be between 3 - 5 working days (or less, depending on how quick your local postal service is)

WORLDWIDE: We aim to dispatch your order as quickly as possible (within 48 hrs). After the dispatch time, delivery will usually be between 12 - 21 working days (or less, depending on how quick your local postal service is)

I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER

We are very sorry for our mistake. If you have received an incorrect item in your order, please let us know straight away by contacting us at customerlove@beautyandtheboutique.com stating your order number (this can be found on your order confirmation email sent by us when you purchased your items) and we will do our very best to amend it for you.

AN ITEM IS MISSING FROM MY ORDER

We are very sorry for our mistake. Please get in touch with us at customerlove@beautyandtheboutique.com Please quote your order number in your email (this can be found on your order confirmation email sent by us when you purchased your items) and we will do our very best to amend it for you.

I HAVE RECEIVED A FAULTY ITEM

Oh no! We are so very sorry. We want you to receive quality items so if you think there is a fault with an item you have received, please let us know straight away by contacting us at customerlove@beautyandtheboutique.com

We will aim to fix any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so that we can resolve the issue for you.

Please include as many details as possible about the order, for example your order number (this can be found on your order confirmation email sent by us when you purchased your items) and the problem with the goods so we can help you best.

OUR REFUND POLICY

If for any reason you’re dissatisfied with your purchase, we will gladly offer a refund on all products returned to us within fourteen days of your receipt, provided they are returned in their original packaging, in an unopened and unused condition.

Please be aware that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition, in particular cosmetics that have been opened and used.

HOW TO RETURN GOODS TO US:

1. Please read our refund policy very carefully (above).

2. Please download and complete this returns form: click here.
Please note it is very important that when you return an item that you include a returns form; failure to do so may result in a delay in our refund to you, and we may be unable to take the action you require.

3. Please ensure you safely package your return parcel to prevent any damage to the items or boxes as we are not responsible for any damage that may occur to the product in transit and this could affect your refund. The goods are your responsibility until they reach us.

4. When returning goods, please retain proof of postage from your shipper; in the un-likely event should your item go missing during transit you can dispute this issue with your shipper. The item is your responsibility until the time it is received by us.

We recommend you use a postal service that insures you for the value of the goods you are returning.

Please send your returned goods to:
RETURNS TEAM
BEAUTY AND THE BOUTIQUE
PO BOX 616
STAINES-UPON-THAMES
TW18 9DY
UNITED KINGDOM

IMPORTANT: please clearly label your parcel as RETURNED GOODS; failure to do so may cause customs delays if posting from outside the United Kingdom

We also accept cancelled orders under the Distance Selling Regulations

Please note, it can take up to 15 working days for us to receive your return, depending on which postal service you use. However once we receive the item, we will inspect and process the goods within 48 hours to ensure your request is completed as quickly as possible.

So you are kept informed, we will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition.

HOW WE ISSUE REFUNDS

Any refund will automatically be issued to the card used to make the original purchase. In the event we are unable to provide a suitable replacement, we will automatically refund you and confirm via email.

Credit card refunds will appear on your bank or credit card statement. Please allow up to 14 days for processing. We regret that with the exception of faulty goods, postage and packaging are direct order processing costs and cannot be refunded.

MY RETURN WAS PROCESSED BUT I WASN’T REFUNDED MY DELIVERY CHARGE

We will usually refund you what you paid for the goods but not the returned delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations or the item(s) returned was faulty.

I HAVE BEEN REFUNDED THE INCORRECT AMOUNT

The following may affect the amount you have been refunded: the delivery charge (which would only be refunded under cancelled orders made under Distance Selling Regulations) or if the goods are faulty. If this is not the case we are very sorry for our mistake. If we have made a mistake on your refund, Please get in touch with us at customerlove@beautyandtheboutique.com stating your order number (this can be found on your order confirmation email sent by us when you purchased your items) and allow us to apologise and rectify our mistake.

HAVE YOU RECEIVED MY RETURNED GOODS?

As soon as your return has been processed, we will email you to let you know.

In the unlikely event that you do not receive this email within 14 working days of posting your parcel to us, please get in touch with us at customerlove@beautyandtheboutique.com stating your order number and the date you sent it to us (the order number can be found on your order confirmation email sent by us when you purchased your items).

HOW TO EXCHANGE – STYLE & ACCESSORIES

If a size and/ or colour exchange is required please return the item for a refund (please see our clothing and accessories refund policy above) and re-order your choice of colour or size through the Beauty & the Boutique® online shop.

HOW TO EXCHANGE – COSMETIC & BEAUTY

If an exchange is required please return the item for a refund (please see our cosmetic and beauty refund policy above) and re-order your new choice through the Beauty & the Boutique® online shop.

WHAT IS OUR PRIVACY POLICY

This privacy policy sets out how Beauty & the Boutique® uses and protects any information that you give Beauty & the Boutique® when you use this website. We are registered as a Data Controller.

Beauty & the Boutique® are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Beauty & the Boutique® may change this policy from time to time by updating this page. Please check this page occasionally to ensure that you are happy with any changes. This policy is effective from 01/10/11.

What we collect

We may collect the following information:

  • Name and job title.
  • Contact information including email address.
  • Demographic information such as postcode, preferences, and interests.
  • Other information relevant to customer surveys and/or offers.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information, which we think you, may find interesting using the email address, which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax, or mail. We may use the information to customise the website according to your interests.

OUR SECURITY

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

ARE YOU SSL CERTIFIED

Yes. We put our customers' minds at ease with our high-security SSL certificates. Our SSL certificates encrypt information at the time payments are submitted so internet hackers cannot read the information. Once the data reaches the intended destination, it is then decrypted into original form for use.

HOW WE USE COOKIES

A cookie is a small file, which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes, and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to our customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

CONTROLLING YOUR PERSONAL INFORMATION

We will not sell, distribute, or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties, which we think you may find interesting.

Please contact us at customerlove@beautyandtheboutique.com if you do not wish for us to contact you with any information we feel may be of interest to you.

You may request details of personal information that we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please email customerlove@beautyandtheboutique.com. If you believe that any information we are holding on you is incorrect or incomplete, please email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

LINK TO OTHER WEBSITES

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over any other website. Therefore, we cannot be responsible for the protection and privacy of any information that you provide whilst visiting such sites and this privacy statement does not govern such sites. You should exercise caution and look at the privacy statement applicable to the website in question.