Your questions answered

HELP FOR YOU RIGHT HERE

CONTACT US

Just drop us a line at customerlove@beautyandtheboutique.com

Be sure to include your order number or delivery address and we promise we’ll be in touch as soon as we possibly can – usually within 24 hours on weekdays, Monday to Friday!

HELP CHOOSING THE RIGHT PRODUCT FOR YOU

We love making shopping for beauty and style fun and easy by taking lots of photos, making tutorials and including comprehensive product descriptions for each product, all designed to help you decide which product is best for you.

If you need help choosing a shade, feel free to send us a photo of yourself in natural daylight to our team at customerlove@beautyandtheboutique.com and let us know which products you’d like shade advice for. We’ll be delighted to help you choose the perfect shade to suit your skin tone.

And don’t forget, every single beauty and style item you buy from our store arrives with a secret web address that will unlock Katie’s expert how-to tips for your new buy, to help you get the very best from it.

SHIPPING & DELIVERY

WE DELIVER WORLDWIDE

We’re happy to send parcels of loveliness worldwide.

DISPATCH AND DELIVERY TIMES

UK (for rest of the world, see below) –

Dispatch: We’ll do our absolute BEST to dispatch your order within 48 hours – pinky promise.

Delivery: Once we’ve dispatched and waved goodbye to your parcel, it’ll usually take 3 to 5 working days to arrive.*

Ireland (for rest of the world, see below) –

Dispatch: We’ll do our absolute BEST to dispatch your order within 48 hours – pinky promise.

Delivery: Once we’ve dispatched and waved goodbye to your parcel, it’ll usually take 5 to 10 working days to arrive.*

Rest of the world (for UK and Ireland, see above) –

Dispatch: We’ll do our absolute BEST to dispatch your order within 48 hours – pinky promise.

Delivery: Once we’ve dispatched and waved goodbye to your parcel, it’ll usually take 10 to 20 working days to arrive.*

*Working days exclude weekends and national holidays.

HOW TO PAY

WE ACCEPT LOTS OF CURRENCIES

We’ve got lots of currencies to choose from – just pick yours from the dropdown menu at the top of our product page. Once you’ve done that, the website will display all our prices in your chosen currency.

Can’t find your currency? Don’t worry! You can still shop the site in any other currency. We’ll take your payment in British Pound Sterling (GBP) and either your bank or PayPal will use the day’s exchange rate to convert from your own currency.

WE ACCEPT MOST MAJOR CARDS

You can treat yourself using Visa and MasterCard. We’re sorry, but we can’t currently process American Express payments. Don’t worry though, you can also use PayPal.

WE ACCEPT PAYPAL

We’re big fans of PayPal. You can use it to send secure online payments using a credit or debit card, or your bank account. If you don’t have an account, you can sign up for a free one here.

It’s easy! Simply click the PayPal button in your shopping cart BEFORE and WITHOUT signing into your Beauty and the Boutique account.

Your payment will come out of your account as soon as your card has been authorised.

TROUBLE PAYING?

Oh dear! We’re really, really sorry to hear that! Read below for further help:

If your card hasn’t been authorised, don’t worry, your payment won’t be taken. But just to let you know, even if a payment isn’t authorised, some banks still reserve the money, so you won’t be able to use that money in your account for a little while.

If your card’s been declined and you’d like to try again, just take a moment to double check all the details you entered. The smallest slip of the finger or an extra digit can mess everything up! It’s also good to check that your billing address is the same one that the card is registered to.

It could be that if you’re shopping with us from outside of the United Kingdom, your bank has put a hold on international orders. We recommend you get in touch with your bank for a helping hand.

If you’re still having trouble, you might like to try another card or PayPal. If that’s not working, we’re on hand to help – just email us at customerlove@beautyandtheboutique.com.

YOUR SHOPPING BASKET

As soon as you add something to your basket, we’ll reserve it for you for two hours while you carry on shopping. After this time, it’ll vanish from your basket, and other customers can buy it. That way, if you decide not to shop with us after all, our products will still be available.

TROUBLE WITH YOUR SHOPPING BASKET

If you notice that things are disappearing from your basket within two hours, it might be because you’re using your internet browser's Back button instead of our Continue shopping link on the shopping basket page.

Still not working? Try deleting the cookies on your computer. The way you do it depends on your internet browser, but if you’re using Internet Explorer you’ll just need to go to the Tools menu, then Internet Options and choose Delete Cookies before you hit OK.

If you’re still having trouble, we’re on hand to help – just email us at customerlove@beautyandtheboutique.com.

CANCELLING YOUR ORDER

You’re free to cancel and return your order – though, of course, we hope you’ll never need to!

Under the UK’s Distance Selling Regulations, you’ve got 7 working days (that’s from the day after you receive your order) to cancel your order with us. You can do this by sending us an email with your order number at customerlove@beautyandtheboutique.com. You’ll then need to return the entire order to us, at your own cost, if you’ve already received it. Once your order’s back with us, we’ll give you a full refund.

Of course, when you return your order, all the items will need to be in the same condition they were in when we sent them to you.

If we don’t get your cancelled order back, we may need to arrange to have it collected at your cost.

NO CUSTOMS CHARGES

If your order value is less than the below, you shouldn’t need to pay any customs charges. Yay!

EU

No customs charges at all!

US

No customs charges, unless you spend over $800 on one single order.

Switzerland

No customs charges, unless you spend over CHF 62 on one single order.

Australia

No customs charges, unless you spend over AUD 1,000 on one single order.

WHERE’S MY ORDER?

Wondering where your parcel is? It’s very unusual for parcels to go missing, but if yours doesn’t arrive within our delivery time guide, please reach out to us at customerlove@beautyandtheboutique.com with your order number or delivery address and we’ll do everything we can to ensure your parcel reaches you as quickly as possible.

WRONG ORDER OR MISSING ITEM?

If your parcel’s arrived and you’ve got the wrong item, a missing item or something’s faulty, we’re so, so sorry for our mistake. Please let us know straight away by emailing us at customerlove@beautyandtheboutique.com with your order number (which you’ll find on your order confirmation email) or delivery address and we’ll make things right for you.

We’ll do everything we can to fix any issues as soon as possible, so the sooner you let us know, the quicker we can get to the bottom of it. To help us solve the problem, please include as many details as you can about your order and the problem you’re having – we’ll get on the case right away!

Refunds, Exchanges & Returns

REFUND POLICY

We’ll happily send you a refund on any items that haven’t been opened and used. Because of European hygiene rules, we’re not able to re-sell used beauty products, even if they’ve only been tested or sampled. That’s why we can only give you a refund on brand new, untouched items that we can re-sell. We hope you understand.

If you need help choosing a shade, feel free to send us a photo of yourself in natural daylight to our team at customerlove@beautyandtheboutique.com and let us know which products you’d like shade advice for. We’ll be delighted to help you choose the perfect shade to suit your skin tone.

And don’t forget, every single beauty and style item you buy from our store arrives with a secret web address that will unlock Katie’s expert how-to tips for your new buy, to help you get the very best from it.

HOW TO GET YOUR REFUND

We’ll send your money back to the card you used to place your order. If you’ve asked for a replacement and we’re not able to send you one, we’ll give you a refund and let you know by email.

You’ll see your credit or debit card refund on your bank or credit card or PayPal statement, and it’ll take up to 14 days to process.

If your product was faulty or cancelled, we’ll happily also refund the cost of your returns postage. For orders returned to us that aren’t faulty or cancelled, we’re not able to refund the cost of your returns postage. We hope you understand.

We always take great care to make sure we refund the right amount, minus the cost of your returns postage unless your order was faulty or cancelled. Of course, if you still feel we’ve refunded the wrong amount, pop us an email at customerlove@beautyandtheboutique.com with your order number (which you’ll find on your order confirmation email) so we can make it right.

As soon as we’ve processed your return, we’ll pop an email over to you to let you know. If you don’t hear from us within 20 days of posting your parcel, please reach out to us at customerlove@beautyandtheboutique.com with your order number and the date you sent it to us (you’ll find your order number on your order confirmation email) and we’ll do everything we can to track it down.

HOW TO GET AN EXCHANGE

For style products, simply return the item for a refund (see our Refund Policy and Returns procedure above),and re-order your choice of colour or size through the Beauty & the Boutique online store.

For cosmetics and beauty products, you can exchange any unused and unopened item. Simply return it for a refund (see our refund policy and Returns procedure above), and re-order your new choice through the Beauty & the Boutique online store.

HOW TO RETURN YOUR ORDER

Just three easy steps and you’re done!

1. Click HERE to download and fill in our returns form.
Please take care to include this when you send your goodies back to us, so that we can process your refund quickly for you. Without this form we may not be able to process your refund.

2. Packaging
To make sure your items reach us safely, please package them carefully. Any damage that happens to the items on their way back to us could affect your refund.

Please be sure to clearly address your parcel as RETURNED GOODS. If you’re posting from outside the UK, your parcel could get caught up in customs without this at the start of the address.

3. Keep the proof of postage
When you’re returning something, we’d suggest you keep the proof of postage. That way, if your package goes missing (which is really rare!) you can ask your shipper to track it down for you.

We also accept cancelled orders under the Distance Selling Regulations.

Here’s the address to send your returned products to:

RETURNS TEAM/RETURNED GOODS
BEAUTY AND THE BOUTIQUE
Unit 2 Orchard Business Park
Forsythe Road
WOKING
GU21 5FH
UNITED KINGDOM

It can take up to 15 working days for your return to arrive with us, depending on which country you’re sending it from. Once we have your return, we’ll check the products and process your refund within 5 working days and we’ll email you to let you know when it’s all done.

YOUR DETAILS ARE SAFE WITH US

Your data security means the world to us, so we do everything we can to protect your privacy.

OUR PRIVACY POLICY

We’re registered as a Data Controller, so if we ever ask you to provide certain information that you can be identified with, you can rest assured that we’ll only use it according to this privacy statement.

We may change this policy from time to time by updating this page, so it’s a good idea to check back every now and then to make sure you’re still happy with it. This policy is effective from 1st October 2011.

What we collect
Here’s the kind of information we might ask you for.

  • Name and job title
  • Contact information, including email address
  • Demographic information, like postcode, preferences and interests
  • Other information for customer surveys and/or offers

What we do with the information we gather
It’s pretty simple – we use any information you give us to understand what makes you tick. That way, we can build our service around what we think you’ll love. We might also use your information for…

  • Internal record keeping
  • Improving our product selection
  • Send you promotional emails about new products, special offers or other information that you think you might like
  • From time to time, we might use your information to contact you about some market research. We’ll use everything you tell us to make our service even better.

OUR SECURITY

To make sure there’s no unauthorised access or disclosure of your information, we’ve set up all the right physical, electronic and managerial procedures to take care of all the information we collect online. We’re also SSL certified, which means our high-security SSL certificates encrypt all your information as you pay, so hackers can’t read it. Once the data reaches us, it’s then decrypted so we can use it to take your payment.

COOKIES, ANYONE?

We love a cookie over at Beauty and the Boutique! Cookies are teeny tiny files that are added to your computer’s hard drive when you give them permission. They help us tailor our website to you, according to your needs, likes, and dislikes. Cookies just gather and remember your preferences.

We use traffic log cookies to see which of our pages are the most popular, which helps us improve our website and make it more appealing to you. Don’t worry, we only use this information to analyse our website – once we’ve done that, we press the Delete button and they’re gone!

Just to put your mind at ease, cookies don’t give us any access to your computer or any information about you – they just tell us how you’re using our website. It’s entirely up to you whether you accept or decline cookies when you visit our website. Most web browsers automatically accept cookies, but you can usually change this in the settings. It might just affect the way our website works for you.

your personal information

We promise, hand on heart, never to sell, distribute or lease your personal information to third parties, unless we have your permission or we’re required by law to do so.

If you’d like to find out exactly what personal information we have about you, you can, under the Data Protection Act 1998. There’ll be a small fee to pay and you request a copy of the information held on you by emailing us at customerlove@beautyandtheboutique.com. If any of the information we have about you is incorrect or incomplete, you can email us at the same address and we’ll make it right for you straight away.

a bit about links

Sometimes our website includes links to other websites we think you might like. Just keep in mind that we don’t have any control over these websites and we’re not responsible for protecting your privacy and information while you’re visiting them. They’ll have their own privacy policies, so be sure to take a peek at them.