Help & Advice
Can I ask for product and beauty advice?
Yes. We have a wealth of knowledge of beauty products. If you need any advice, please contact our customer services team who'll be happy to help!
Shopping With Us
The item I want is out of stock, will you be getting more stock?
We hold a huge selection of products and always endeavour to have the product(s) you desire in stock. Should we 'sell out' of a product that we expect a delivery of in the coming days or weeks.
If you sign up to our newsletter, you will be informed when all new stock arrives. Ratings and reviews Terms and Conditions?
How do I change my account details?
You need to sign into your account, by selecting 'My Account' on the home page. On this page you can change all your details.
I have forgotten my password, what do I do?
On the sign in page, you can select 'Forgot Password'. This will send your account an email, here you can reset your password. If you don't receive your email, you can email the customer services team or call us directly.
How can I sign up to your newsletter?
You can sign up to our newsletter by opting in on the 'My Account' section. If you don't have an account and like to sign, you can enter your email address by following the newsletter link on the homepage.
How can I unsubscribe from your newsletter?
Each email you receive will have an unsubscribe link to follow. If this link fails, please contact our customer services team and they will be happy to assist you.
Placing An Order
I am having difficulties using your website, what do I do?
If you are trying to place an order with us and receive an error code please contact our customer service team immediately and we will be happy assist you.
Why have items vanished from my shopping bag?
here are a number of reasons why an item may disappear from your shopping bag.
As you add items to your shopping bag this does not guarantee stock availability until you complete your purchase.
On rare occasions, we will sell out of items while you are still browsing our site.
If this does happen and we are expecting a new delivery soon you will get the opportunity to set up an email reminder to ensure that we let you know as soon as the item is back in stock.
About My Order
Why has my order been cancelled?
If your order has been unexpectedly cancelled or declined please contact our Customer Services Team immediately and we will be happy assist you.
Your order may have been cancelled in the unlikely event that the item is out of stock. If we do need to refund an item due to it being out of stock, we will let you know by email and refund the full amount paid for the product.
How do I change the delivery address on my order?
If you have entered the wrong address or should you wish to change the delivery address on your order please contact our Customer Services Team immediately detailing your order number.
Why has my order not yet been dispatched?
We normally expect to dispatch all orders within one working day, however in the run up to really busy periods like Christmas we may take up to 3-5 days for some orders due to the high volumes.
Your order will display as 'Pending' in your account order history if it is yet to be dispatched.
You will receive a confirmation of dispatch once your order has left us.
In the unlikely event that the item is out of stock, we will let you know by email and refund the full amount paid for the product.
If your order has not been dispatched within 48 hours and you have not received our email, please contact our Customer Services Team immediately and we will be happy assist you.
How do I cancel my order?
If we are unable to stop your shipment please feel free to use our returns policy to return your product for a full refund.
If you are a UK customer you could refuse delivery and ask for the shipment to be returned to sender; however this may delay your refund unless you have used a tracked service.
About My Delivery
I think my item is faulty?
If you suspect that your item is faulty, please contact our Customer Services Team within 28 days of order despatch and we will be happy assist you
I'm missing an item from my order, what do I do?
If an item is missing from your order, please contact our Customer Services Team and we will be happy assist you.
Please note that due to strict postal weight restrictions, some orders will need to be sent in more than one package. These packages may arrive at different times.
I have an incorrect item in my order, what do I do
If you have received an item that you didn't order, please contact our Customer Services Team and we will be happy assist you.
What is your allergic reaction policy?
Very occasionally people have reactions to certain products they haven't used before.
Please read the manufacturers' leaflets which come with most cosmetics and creams to see if they are likely to cause you a problem.
If you do have a reaction to any of our products, we recommend you visit your doctor in the first instance but please do inform us what reaction you had and to which product and follow our returns policy to return the product to us.
As a gesture of goodwill, we will refund the value of the product with a Beauty Outlet gift voucher.
Please contact our Customer Service Team within 28 days of order despatch and we will email you a special form to complete. We can then advise the manufacturer of the symptoms and problems.
Will I need to sign for my delivery?
If you have selected Special Delivery then this will need to be signed for.
If you have chosen Tracked UK delivery, the majority will require a signature.
Why has my payment method been declined?
Please check the card details you have entered including expiry date, billing address and security code.
If all of these are correct your card issuer may have declined your payment.
As card issuer's do not share this information with us it is advisable that you contact your card issuer directly.
You may be prompted by your bank to add a 3D secure verification password at the end of your payment.
3D secure is an additional security measure for online credit and debit card transactions (Visa and Mastercard). It is controlled by Visa and Mastercard.
If you are having problems remembering your password, please contact your credit card company in order to reset your password or simply request a password reset at the point of verification.
Which payment methods do you accept?
What is your returns policy?
Items can only be returned for a refund if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and must be returned within 28 days of despatch.
If you do not have your despatch note or invoice, please include an explanatory note quoting your order number and reason for return. Or reprint your order from the 'My Account' page.
How long will it take to process my return?
Returns are usually processed within a few days of receiving the goods back to our warehouse.
Refunds can take up to 1 week to show on your account; this is due to the time taken by some banks to process the payment.
We will refund you by the same payment method used to make the original order (e.g. if you have paid by PayPal, we will reimburse your PayPal account).
If you have not received your refund after this time, please contact our Customer Service Team and we will be happy assist you.
How long do I have to return an unwanted product?
Items can only be returned if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and must be returned within 28 days of despatch.
Promotions and Gift Vouchers
Information about promotion codes
To redeem your Promotion Code, please enter it in the promo code box on the checkout page.
You may only redeem one code at a time so we advise you to choose the promotion best suited to your purchase.
Please note that promotion codes cannot be used on sale items, shipping and handling fees or in conjunction with any other form of discount.
In addition, there are some brand exclusions. These brands may be amended from time to time at our discretion.
If you're having a problem with your promotion code, please contact our Customer Service Team and we will be happy assist you.