Questions:

Delivery Information

1. What options do you offer for your delivery services?
2. When should I receive my parcel?
3. I do not live in the UK, can you deliver to overseas?
4. Do you offer free delivery?
5. Which company do you use for your delivery services?
6. Can I come to collect my order ? Do you offer "pay on delivery" service?
7. Do I have to sign for the parcel or someone else sign for it on my behalf?
8. What time of the day will my parcel be delivered?
9. I was out when my parcel arrived and I was given a card from the delivery company, what should I do?
10.What should I do if I think my parcel has been lost?
11. Royal Mail showed that my parcel with a tracking number was delivered/collected, but I have not received it, what should I do?

User Accounts

1. I was asked for a Zip+4 code during registeration, what is that?
2. I forgot my password, what should I do?
3. I want to change some of my account details, what should I do?
4. I have been trying to register a new account so many times but without a success, what should I do now?
5. I have never used your service before, where can I find customer reviews/feedbacks?

Order & Payment Options

1. What is the currency your website is using?
2. How do I place an order?
3. How do I check the status of my order? / How do I know if my order has been successful?
4. Why is one of your products no longer available?
5. How do I amend / cancel my order or change my delivery address after placing an order?
6. What happens if one of my ordered items is out of stock ?
7. What payment methods you accept?
8. I have sent you a e-Cheque payment in Paypal, what is an e-Cheque?
9. I was given a tracking number, how do I track my order ?
10. I received an damaged parcel upon delivery, what should I do?
11. Do you use bubble warp to pack my items?
12. Some of my order is missing upon delivery, what should I do?
13. I have received my credit card statement, and my card was charged to a different amount than the ordered amount, why is that?
14. Why you have charged me an extra amount according to my credit card statement?
15. Why my order has been cancelled or was asked to update my credit card information from you?
16. How do I know how much USD in equivalent I have to pay / how do I find the exchange rate between USD and GBP?

Refund & Returns

1. Do you have a return policy?
2. How long does it take to receive a refund from you?

Promotions & Rewards

1. Do you offer promotional code?
2. When will the given promotional code expire?
3. Where should I put my promotional code?
4. The promotional code is not working!
5. Could I use two codes at the same time?
6. My redemption points have disappeared.
7. Where can I find further information regarding your redemption points policy?
8.What is your Free Gift Policy?

Any Other Questions

1. How do I contact you?

Answers:

Delivery Information

1. What options do you offer for your delivery services?

We are the only few UK beauty companies that accept orders in the UK as well as from overseas. We offer free delivery for all orders over 19.99 GBP or more in a single transaction (inclusive of all discounts or offers). For any order amount below and including 19.99 GBP, the charges are:
UK: 1.99 GBP
International: 3.99 GBP

Please note the following:
1. All prices shown are in GBP unless specifically stated.
2. Order cut-off for all delivery services are 1pm UK local time.
3. Working days are defined as Monday to Friday, therefore, for all orders placed after the cut-off time on Fridays:
- Uk orders will be posted on Monday
- International orders will be processed on Monday and posted on Tuesday
4. We use Royal Mail and other couriers for all delivery services.
5. Larger deliveries may require a signature from the consignee
6. [For UK customers ONLY]: Please note that orders submitted before 1pm on a working day does not guarantee you to receive order the next working day as the authorisation time may not be instant, this is outside our control as our payment processing company may wish to ask for additional information from the card owner, for example, they may ask you to update your card information as your may have incorrectly input information i.e. billing address, post code etc.

2. When should I receive my parcel?

UK customers: One working day after posting for most parts of the UK (99%), two to three working days after posting for a small number of regions in the UK, i.e., certain Scottish Highlands or remote islands.
Western European customers: Three to Four working days after posting.
Eastern European customers: Up to Five working days after posting.
Rest of the World (including USA and Canada): From 5-7 working days after posting.
For all customers outside UK, you parcel may be delayed due to customs clearance process in your country, which may add extra 2-3 working days to the normal delivery time frame.
If you have not received your parcel outside these time frames, there might be delays within the mail network either in the UK or your home country, or due to the Christmas and New Year period where the postal network will be closed for a number of days and will be extremely busy. (Note: A working day is defined as a day between Monday and Friday.)

3. I do not live in the UK, can you deliver to overseas?

Yes, we deliver to overseas addresses

4. Do you offer free delivery?

Yes we do offer free delivery for all orders over 19.99 GBP or more in a single transaction. If a customer wishes to use redemption points, free shipping will be only offered if the subtotal amount after the application of redemption points exceeds 19.99 GBP.

5. Which company do you use for your delivery services?

We use Royal Mail Special Delivery Next Day service for UK orders and Royal Mail Air Mail for international orders. Sometimes we also use other couriers.

6. Can I come to collect my order? Do you offer "payment on delivery" option?

Sorry we do not offer these services due to man-hour restrictions.

7. Do I have to sign for the parcel or someone else can sign for it on my behalf?

It is possible that a person in your household may sign for it on your behalf. However, they will be asked for some proof of identify by the delivery driver.

8. What time of the day will my parcel be delivered?

UK orders: Between 07:00 to 13:00, varies depending on local Royal Mail delivery office arrangements
International orders: Between 07:00 to 18:00, varies depending on your local delivery companies.

9. I was out when my parcel arrived and I was given a card from the delivery company, what should I do?

Please call the number on your card to arrange a re-delivery. Alternatively, you can bring your ID to the local delivery depot stated on the card and collect it in person. If you are not sure, please discuss it in the first instance to the delivery company using the number given on the card.

10. What should I do if I think my parcel has been lost?

Please note that Royal Mail will only consider an item being lost after 7 working days for UK destinations and 15 working days for overseas destinations. These time frames are to allow un-delivered/incorrectly addressed item to be returned to the originator. In the mean time, we advise you visit your local delivery office for an initial enquiry quoting your address. Please note the date and the name of the staff whom you have spoken to if possible, which we require in the event of your claim.
If you have not received your parcel after these period, please contact us and we are happy to help you for your claim.

11. Royal Mail showed that my parcel with a tracking number was delivered/collected, but I have not received it, what should I do?

1. It is possible that your order had been handled to your housemate or your neighbour, please in the first instance check with them; 2. It is also possible that you have supplied us an incorrect address, please login and double check if your delivery address is correct. Note that we always print the address on the parcel EXACTLY the same as the one which was given by you. 3. Some times the postman does make mistakes and delivered an parcel to a wrong address, in such case you need to contact your local post company immediate (UK customers please contact Royal Mail customer service immediately quoting your tracking number.

User Accounts

1. [FOR US CUSTOMERS ONLY] I was asked for a Zip+4 code during registration, what is that?

During your registration for a new account, you will be asked to give your zip+4 code for an US address. A ZIP + 4 code uses the basic five-digit code plus four additional digits to identify a geographic segment within the five-digit delivery area, we require this information as this will speed up in process your parcel once it reaches US. If you are unsure of your Zip+4 code, please visit USPS site by clicking here.

2. I forgot my password, what should I do?

Your password can be retrieved by navigating to "My Account" section and click "Forgot Password? Click here" link.

3. I want to change some of my account details, what should I do?

Please log into your account and select "View or change my account information".

4. I have been trying to register a new account so many times but without a success, what should I do now?

Please contact us via email and clearly stating which country you are coming from, we can create an account for you but you need to log in and change your passwords afterwards for security reasons.

5. I have never used your service before, where can I find customer reviews / feedbacks?

We are proud of our excellent customer services, our customers regularly leave positive feedbacks via Google, please see our customer reviews from the right hand navigation box named "customer reviews".

Order & Payment Options

1. What is the currency your website uses to display prices?

All prices shown are in Great British Pound, which is our store base currency. However, we are working hard to introduce other currencies for the convenience of international customers in the near future.

2. How do I place an order?

Please click here for further information.

3. How do I check the status of my order? / How do I know if my order has been successful?

Your order status is displayed in your account area. You will be kept updated with your order as we send email to your registered email address during each stage of your order process.
Type of different order status are explained below:
PENDING: This means that your order is confirmed but still in pending status and we have NOT charged your card as yet.
PROCESSING: Your order has been successful. Your bank card has been charged.
DELIVERED: Your order has been posted.

4. Why one of your products no longer available?

This is due to either the product is out of stock in which case it is made invisible to customers temporarily or we have decided no longer to sell it.

5. How do I amend / cancel my order or change my delivery address after placing an order?

After placing an order successfully, if you wish to amend / cancel / add extra information to your order, please contact us as soon as possible. Note that we are unable to fulfil your request after your order has already been posted.

6. What happens if one of my orders items is out of stock?

All items are subject to availability. During busy period or if a product is popular, your ordered item may be out of stock and there would be an unexpected delay in processing your order. In such case, we will contact you immediately. You may wish to replace it with a different item or we can give you a refund.

7. What payment methods you accept?

We accept most types of debit and credit cards including Visa and Mastercard.
Alternatively, we accept paypal ,or for UK customers we also accept bank transfer. Please contact us if you would like to pay via these two methods.
Note that for UK customers if you are using bank transfer, we will despatch your order after cleared funds has reached us, this may take 3-4 working days if the transfer occurs between two different banks though some banks offer instant payment service.
　

8. I have sent you a e-Cheque payment via Paypal, what is an e-Cheque?

This is only applicable to customers using Paypal, for further details please see here. Please note we will only despatch your order after cleared funds reaching us for eCheque payments, this may take as long as 7-9 working days after you made your payment in Paypal.

9. I was given a tracking number, how do I track my order?

If we have sent you a tracking number for your order, you should be able to see from your order comments via "Order History" once logged in, please copy and paste this number into Royal Mail parcel tracking site where tracking information can be displayed. Click here to input your tracking number.

10. I received an damaged parcel upon delivery, what should I do?

If you notice any damage upon receipt, please make sure that you sign you parcel and add a small note stating that the parcel is damaged. i.e. received with damaged condition etc.
It is your responsibility to contact the delivery company within 2 days of signing the parcel that you discover either the box is damaged or the internal contents are damaged upon receipt. The delivery company will investigate the matter and send you an initial report. Please send this report along with your damaged item and we will re-ship your item when goods are returned to us.

11. Do you use bubble wrap to pack my items?

Of course, this has always been our standard since we launched our site!

12. Some of my order is missing upon delivery, what should I do?

Sometimes, we may split your order into two different parcels which may reach you in two separate working days. However, we will always tell you if that is the case and you will be given tracking numbers for all parcels. If you are still unsure, please do not hesitate to contact us.

13. I have received my credit card statement, and my card was charged to a different amount than the ordered amount, why is that?

Please note that all order amount shown in our website is in GBP, this will be converted to whatever your base currency of your card. Rates will be based in agreement defined by our payment processing companies ( Paypal or Google Checkout) and your card issuing bank.

14. Why you have charged me extra amount according to my credit card statement?

We do NOT charge you extra, all transactions from us will be clearly marked in your statement as Google*Beautyesho or Beautyeshop (if you are using Paypal). Your bank / credit card may charge you extra for overseas transactions, in such case, please do contact your card issuing company before placing an order if you are unsure of these extra charges.

15. Why my order has been cancelled or was asked to update my credit card information from you?

We will NEVER ask for any information regarding your bank/credit card information. However, our payment processing company (Paypal / Google Checkout) may ask you to update your order information as you may have inputted incorrect billing information etc during your order process. They may cancel your order due to security risk being too high. Please note that this is outside our control and if you have any further queries please contact them directly.

16. How do I know how much USD in equivalent I have to pay / how do I find the exchange rate between USD and GBP?

Our USD-> GBP rate is based on http://www.google.com/finance?q=USDGBP. However, there will be slightly variations defined by your bank/card issuer.

Refund & Returns

1. Do you have a return policy?

Yes we do, please see below:
Procedure:
1. Please send us an email asking for a RMA form.
2. Please complete the RMA form, sign and date it, send together with your item to the address shown on the RMA form.
Note:
- You can return your order via post within 7 working days after you receive your order.
- All returned items have to be un-opend, un-damaged & un-used.
- Please obtain a tracking number from your local post office as proof of posting
- We are sorry but we are unable to accept any returns without a completed RMA form.

2. How long does it take to received a refund from you?

Refunds are issued to you immediately after we have approved your request, you should receive an confirmation email instantly, however, it may take 3-4 working days for funds to be returned back to your bank account/card.

Promotions & Rewards

1. Do you offer promotional code?

Yes, we offer promotional code from time to time, this should be published in our website or send via email to our customers.

2. Does the promotional code ever expire?

Yes, we do impose an valid period for all promotional codes on offer.

3. How do I apply my promotional code?

You will be able to input your promotional code at the last stage of your checkout process after logging into your Google/Paypal Account.

4. The code is not working!

The code has probably expired. Or due to the fact that you do not meet the conditions, for example, some of our codes are for new customers only or the code can only be used once.

5. Could I use two different codes at the same time?

Sorry, our system can not support this at the moment.

6. My redemption points have disappeared?

During your check process, you will be given options to redeem your points, you can only do this ONCE, if you press go back button, you points will be lost. In this case, please contact us and we are happy to help.

7. Where can I find further information regarding your redemption points policy?

Please click here.

8. What is your Free Gift Policy?

T&C:
Limited to one free gift item per customer per qualified transaction.
Free gift can not be returned for exchange.
All free gift items are subject to availability and while stocks last.
No cash or shopping points alternative for free gift items.
Customers who do not select a free gift item for qualified order will be given one at our dissertation.
If you have selected a free gift for a higher order total band than your current order, we reserve the right to substitute with the most appropriate one.
We reserve the following rights:

To withdraw this offer at any time without notice.

To substitute free gift item to any alternative product without notice.

To amend this terms and conditions at any time.

Any Other Questions

1. None of my questions were answered.

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