We've made finding the answers easy. Search below in our FAQ’s or visit the relevant information page for more detailed answers.
- Do I need to open an account to purchase items from you?
Yes, you will need to open an account to purchase from us. Opening an account allows you to benefit from our promotions and our generous reward points.
- I have forgotten my password. What should I do?
If you have forgotten your password click here and choose “Forgotten your password?”
Follow the instructions to create a new password for your account.
- How do I update my personal details?
If you would like to change your personal details such as your delivery address or telephone number, simply log into your account to make the required changes.
- Will you be able to advise me on what product is right for me?
We will definitely be able and willing to offer you advice on our products. Please go to the Contact Us page and select “Product advice” from the query type drop down menu. Enter your message in the box provided and our Customer Service team will get back to you as soon as possible.
- How can I change the email address to receive your newsletters?
If you wish to change your existing email address and still receive our newsletter, go to the Contact Us page and select “Change personal details” as the subject title from the query type drop down menu. Enter your message in the box provided and our Customer Service team will get back to you as soon as possible.
Please make sure to quote your full name, old email address and the new email address so we can update our Newsletter database.
- How can I unsubscribe from your newsletter?
If you would like to unsubscribe from our newsletter please go to the Contact Us page and select “Unsubscribe from newsletter” as the subject title from the drop down list. Enter your message in the box provided and our Customer Service team will get back to you as soon as possible.
Please make sure to include your full name and email address so we can process your request as quickly as possible.
- How do I find out about your offers and competitions?
To find out about our latest offers and exciting competitions you will need to follow us on our Facebook or Twitter pages. We will post regular updates on our social media sites, advertising when these offers or competitions will start and who has won our amazing prizes. Also make sure to keep an eye out on our homepage for news of exciting product promotions.
- What are the benefits of following you on Facebook and Twitter?
Apart from finding out when our latest offers and competitions will start, these social media links are the quickest way to get our latest product and industry news. We will also announce when we require product testers to take part in our online reviews.
We invite you to be one of our friends!
- Can I contact you by telephone?
At first we prefer you to contact us via email. This allows us to gather all of the relevant information regarding your query as efficiently as possible before responding to you. If the email you send us contains an order number, we are able to look further into your query, gather all of the information and respond to you accurately without the need for you to hold on the phone.
On the Contact Us page you will be asked to provide a telephone number. If we are unable to resolve your query we will call you to discuss it further. This method allows us to serve you better.
- Can I visit your warehouse?
Unfortunately, for security reasons we cannot accept unauthorised visitors to our warehouse or headquarters.
- What are your commitments to protecting the environment?
The Luxury Beauty Company is committed to safeguarding our natural resources and combating climate change.
- All of our packaging is made from recyclable material and is designed so that you can return your order in the same packaging if necessary.
- We minimise our use of plastics and try to use biodegradable parcel filling as much as possible.
- It is always our aim to partner with like-minded brands that are environmentally responsible and ethical.
- We recycle as much as possible all of the waste created when receiving goods from our suppliers.
- Where possible, we work closely with our delivery partners to minimise our carbon footprint.
- How can we contact you about stocking our products?
We would love to hear about your products and why you think they are so great. Please visit the Become Our Supplier page and fill out the form. We will get back to you as soon as possible.
- What are your delivery rates?
For more information about our delivery rates and free delivery offer, please visit our Delivery page.
- How long does it take to receive my order?
Most of our UK orders will arrive at your door within 3-5 working days. If you have chosen UK Fast Delivery your parcel should arrive within 1-2 working days. Or you can opt for the UK Next Working Day delivery service.
Orders may sometimes be delayed due to bank and public holidays and we advise to allow extra time for your order to arrive during these periods.
To check the status of your order please log in to your account to view the most up to date information regarding your order.
- Can I track my order?
If you have opted to receive the parcel by UK Next Working Day Delivery, you will be provided with a tracking number displayed in your Order Dispatch email. For our UK Standard and UK Fast delivery service a tracking number will not be provided.
- Do I need to sign for my order?
Anybody at your specified delivery address can sign for your parcel but it is always recommended that you are the person to receive it. Once delivery of the parcel has been signed for, responsibility of that parcel is passed over to you. There will be no need for someone to receive the item if it is small enough to fit through your letterbox and does not require a signature.
- What happens if no one is available to receive my order?
The courier company will leave a card informing you delivery of your parcel has been attempted. On the card there will be instructions on how to obtain your parcel. If you do not collect your parcel within a specified timeframe (usually 7 days), the parcel will be returned to us and you will need to arrange for redelivery, which will incur additional delivery charges.
- Do you offer a nominated day or Saturday service?
Unfortunately, we currently do not offer this service but it is a delivery option we will be looking to introduce as we expand our delivery options. Please make sure to keep a look out on our social media links or on the Delivery page for when this service will be available.
- Can I deliver to multiple addresses?
For the time being we do not offer split delivery on orders but this is a feature we are looking to implement soon. Make sure to keep a look out on our social media links or on the Delivery page for when this service will be available.
- Do you deliver to British Forces Post Office addresses?
Most orders can be delivered to BFPO addresses but there are strict guidelines to follow. Royal Mail advises to please state the destination country as the United Kingdom and not the country it should be delivered to. For more guidance please visit the BFPO information page: https://www.gov.uk/british-forces-post-office-services.
- How can I ensure I receive my order in time for Christmas?
Christmas is not the same without presents and we strive to work with our delivery partners to ensure that you receive your parcels in time. We will constantly send out messages to notify you when the last delivery date is to receive your order for Christmas. It is always recommended that you make sure to do your shopping well in advance so you don't get caught in the rush to buy that special something.
- Has my order been dispatched?
We will email you when your order has been dispatched. You can also check the status of your order in your account area, which will constantly be updated with your latest order information.
- There is an error with my order. What should I do?
We sincerely apologise if we have made an error with your order. Please go to the Contact Us page and select “Order & delivery enquiries” from the drop down list. Enter you message in the box provided and our Customer Service team will get back to you as soon as possible.
Please make sure to quote your order number so we can process your query as quickly as possible.
- Have you received my returned parcel?
We will notify you by email once we have received your returned parcel. To ensure it is returned safely to us please make sure to seal the parcel appropriately and to obtain proof of postage incase it goes missing.
- How long does it take to receive a refund?
Once we have received and inspected your returned parcel we will strive to process your refund as quickly as possible. It usually takes up to 3 working days for us to process and up to 7 working days for the money to be credited into your payment account.
- Why have I not received a refund?
You may not have received a refund due to the items not being returned in a suitable condition outlined in our Returns Policy, or that the item received by us does not match the information you have stated in the completed Returns Form.
We cannot accept items that have been opened for hygienic reasons. The items must also be in a resalable condition so all product packaging must not be damaged or removed.
Another reason may be due to us not yet receiving your parcel.
If you wish to discuss the reasons for not receiving a refund or to check if we have received your parcel, please go to the Contact Us page and select “Returns” from the drop down list. Enter your message in the box provided and our Customer Service team will get back to you as soon as possible.
Please make sure to quote your order number so we can process your query as quickly as possible.
- Why have you not refunded the delivery charge for my returned item?
Unfortunately, we are not able to refund delivery charges for returned items.
If the reason for the item being returned is our fault then we will issue a full refund including the cost of delivery and any gift wrap services.
- Can I exchange items?
Unfortunately, you will only be entitled to exchange items if the original item ordered is proved to be faulty.
- What address should my returned parcel be sent to?
We will provide you with all postal information regarding the return of your parcel once we have been notified of your intention to return your ordered items.
Please do not attempt to return the items until you have followed the Returns procedure.
- Can I return my goods in person to your warehouse?
Unfortunately, for security reasons we cannot accept unauthorised visitors to our warehouse or headquarters. Please follow the Returns procedure.
- What is your order cancellations policy?
If you wish to cancel any orders before it has been delivered and it has not yet been dispatched, please visit our Cancellations page for more information.
- What payment methods do you offer?
The Luxury Beauty Company accepts all major credit and debit cards displayed in the list below:
- Visa Debit (Delta)
- Visa Electron
- UK Maestro
- International Maestro
We also accept payments made through PayPal.
- Is your website secure?
The Luxury Beauty Company implements the most advanced security technology available to ensure that you are fully protected when using our website.
When it is time to process your payment you will enter a secure area of the website and a small locked padlock will also appear in the bottom bar of your browser window.
Our systems use the very latest SSL (secure sockets layer) technology with 128-bit encryption to transfer your details and our payment service providers who process your payment will also use the very latest security technology to ensure absolute protection of your payment information.
The Luxury Beauty Company is committed to ensuring that strict privacy procedures are kept in accordance with the UK Data Protection Act 1998.
- What are cookies and does your website use them?
You may experience technical difficulties in using our website and may be unable to make purchases if you have disabled cookies. We will never store identifiable personal information such as credit card details on our website.
- What are cookies used for?
The main reasons why cookies are used are as follows:
- To provide you with product advertising tailored to your shopping needs, based on any past visits or purchases which you have made with us.
- To assist us in making this website a better shopping experience for you and other customers by collecting information on popular products and shopping trends
- For technical assistance in processing your basket and online transactions.
- How do I disable cookies?
If you want to disable cookies you will need to change your website browser settings. How to do this will depend on the browser you use but this may make it difficult for you to use certain features of the website such as completing order transactions.
Please visit this website for more information on how to disable cookies: http://www.aboutcookies.org/