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FAQ's

SHIPPING

 

How much is delivery?

We have two worldwide shipping options; Standard Delivery and FedEx Express. Shipping costs are determined by zone and a full breakdown can be found below.

 

You will have the opportunity to select your preferred delivery method as your proceed through checkout, and will be able to check the total order value (including postage & packaging costs) before you complete the transaction.

 

Standard delivery is FREE worldwide on all orders over £50.

 

Mainland UK

Standard              £3.95                     2 – 3 business days

FedEx                    £7.95                    1 – 2 business days (excludes weekends and Bank Holidays)

Saturday             £15.00                    Dedicated Saturday delivery, between the hours of 9am and 5pm, provided your order is made by 2pm the preceding Friday.

Non-Mainland UK

Standard              £3.95                     2 – 5 business days

FedEx                    £30.00                  2 – 3 business days

Western Europe & North America

Standard              £4.95                     5 – 10 business days

FedEx                    £15.00                  2 – 3 business days

Middle East

Standard              £6.95                     5 – 10 business days

FedEx                    £25.00                  2 – 4 business days

Asia & Australasia

Standard              £6.95                     7 – 10 business days

FedEx                    £30.00                   2 – 4 business days

Rest of the World

Standard              £6.95                     7 – 10 business days

FedEx                    £30.00                  2 – 4 business days

 

How long will my order take to reach me?

Standard Delivery is a Royal Mail 1st class (2-3 business days) or Standard International service. Items are not tracked and delivery speeds may vary depending on country.

 

FedEx Express is a fully tracked, expedited service. If you have set up an account with Cult Beauty (before you made the order) you will find the tracking number there, if not customer service can provide it.

 

With this tracking number you can monitor the progress of your parcel from the moment it leaves our warehouse up until its arrival with you. Please make sure you supply a delivery address where someone will be present during the day.

 

For delivery costs and approximate speeds, please see the above shipping guidelines.

 

How can I track my order?

If your order was sent via a shipping partner that offers track and trace, they will email you directly to advise of the status.

 

How do I qualify for free delivery?

We offer free worldwide shipping on all orders over £50 (or $, Euro equivalent), as soon as you reach this threshold, any delivery costs will be deducted.

 

Which countries do you ship to?

We deliver our products worldwide, with a handful of exceptions.

 

Do you deduct VAT on orders intended for non-EU destinations?

Yes. Orders delivered to countries outside the EC fiscal area will not have VAT (UK Tax) charged on them. Please note that depending on your order and country, you may be liable to pay local taxes and duties on receipt of your order, for which Cult Beauty cannot accept liability.

 

ACCOUNT DETAILS

 

I can’t access my account, what should I do?

If you’re having difficulty accessing your account, the most likely reason is that your email address and/or password have been entered incorrectly.

 

Check the spelling of your email address and if you’re still unable to log in, you can request a new password by clicking the relevant link.

 

This should allow you to access your account and amend the password to that of your choice.

 

However, please be aware that placing an order does not automatically mean you’re registered as a Cult Beauty ‘user’. You need to complete the account set-up procedure by assigning a password to your email address/username.

 

When I log in, I can’t view my orders?

Only orders placed after your account has been created will appear in your order history. If you have checked out as a guest you will receive an order summary email, but no account will be created. Contact customer service if you have any queries.

 

However, if you’ve logged in to place the order and it’s not appearing in your records, please email our customer service team at customerservice@cultbeauty.co.uk, who will be able to advise you.

 

How do I amend my profile?

Once you’ve signed in, you can click ‘my account’ which will enable you to check your orders and make a number of amendments:

  • Check the delivery status/tracking information for your most recent purchase.
  • View your order history and wishlist.
  • View any product subscriptions you have running.
  • Check the credit level on any Gift Cards or store credits.
  • Read any product reviews you’ve left.
  • Edit your email address/password settings.
  • Update your profile (display name, age range, occupation, region, newsletter subscriptions)

 

How can I re-set my password?

If you’re registered with a relevant email address (one without any misspellings) you can simply click ‘forgotten your password?’ on the sign in page.

 

A new password will be automatically triggered and emailed to the address you provided.

 

If the problem persists, please contact a member of our customer service team, who will be able to manually re-set your password, in turn allowing you access to your account.

 

CHECKOUT ISSUES

 

Which methods of payment do you accept?

We accept payment via all major credit and debit cards, and through PayPal. Below is a list of accepted methods of payment:

 

American ExpressMastercardVisaVisa DebitVisa ElectronMeastroJCB card logoPayPal

 

Mastercard SecureCardVerified by Visa

 

Do you store my credit or debit card details?

If you select the option to allow us to store your card details, then we will do so using the Sage Pay Token System.

 

If you select a Repeat Purchase Product, then we will automatically store your card details via the Sage Pay Token System.

 

The Token System is a safe way of Cult Beauty keeping card details without actually storing them. Sage Pay store and convert a customer's sensitive payment information into a secure token or "alias".

 

This token is then used by Cult Beauty to process future transactions as and when required, without asking for your card details each time.

 

I haven’t received an order confirmation, was my order successful?

An email confirmation is automatically triggered upon order completion; however there are a number of reasons why you haven’t received one.

 

If you’ve made a mistake when submitting your email address

The confirmation may have been blocked by your spam filter so check your Junk folder. The word ‘cult’ in Cult Beauty sometimes triggers the more fervent firewalls!

There may have been a ‘time-out’ issue at checkout or a dropped internet connection, which prevented the order from being successfully triggered.

 

If you have an account, you can log in and check your order history to see if the order is listed. Otherwise, contact our customer service team who will be able to confirm the payment/order status.

 

My browser timed out, was the order accepted?

Usually ‘time-out’ issues result in an order being unsuccessful. If you see a ‘404’ error message or are concerned that payment wasn’t processed properly, please email customerservice@cultbeauty.co.uk and a member of our team will respond within 24 business hours, or call 0800 108 8822 (UK) or +44 203 471 3000 (International) from 10am to 6pm GMT, Monday to Friday

 

ORDERS

 

I’d like to add to my order without paying repeat postage.

If you place an order only to realise you’ve forgotten something, then the quickest solution is to place a separate order for the additional item and email customerservice@cultbeauty.co.uk, quoting both reference numbers. Providing we’re notified as soon as possible, we should be able to group both orders together and reimburse any excess shipping costs straight to your card.

 

My order hasn’t arrived.

If you have concerns regarding the whereabouts of your order, the first thing to do is consult our delivery guidelines (detailed above).

 

If the estimated arrival date, based on the above guidelines has elapsed, then depending on your chosen delivery method we advise the following course of action:

  • Standard Delivery: Contact your local delivery/post office to see if they’re holding anything for you.
  • FedEx: Use FedEx’s online tracking facility to ascertain the location of your parcel. If there’s a problem with delivery, it will be clearly stated on the site.

 

If however, you’re still unable to locate your goods, please email customerservice@cultbeauty.co.uk making sure to clearly state your unique order reference.

 

My order arrived damaged

We want all of our orders to reach their destinations in perfect condition. If your order arrives damaged, please email photographs as soon as possible – including details of any leaks, breakages or signs that the outer parcel has been tampered with. Please retain the product and packaging until the issue has been resolved.

 

Please send relevant images to customerservice@cultbeauty.co.uk so we can arrange prompt dispatch of a duplicate item if necessary.

 

My order arrived incomplete

Our warehouse team are incredibly conscientious but occasionally mistakes do happen. If an item is missing (and you weren’t made aware of a stock shortage) or you’ve received something other than you were expecting, please make our customer service team aware of any issues as soon as possible; attaching photographs if relevant.

 

For missing items, we will verify with the warehouse and arrange dispatch of the relevant product as quickly as we possibly can.

 

If we’ve sent you a product in error, we ask that you email a photograph showing what you’ve received (if possible) so we can make the appropriate arrangements.

 

RETURNS

 

What is your returns 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.

 

For all returns, please send via our FREEPOST service to:

 

FREEPOST - RTEJ-KSXX-HRCC

Cult Beauty Limited

Returns Department

38-39 St Johns Lane

London EC1M 4BJ

We will refund your product as quickly as possible by sending the money back to your original payment method. If your card has expired in the mean time you need to call us on 0800 108 8822 (UK) or +44 203 471 3000 (International) from 10am to 6pm GMT, Monday to Friday to arrange.

 

I’ve received the wrong product, how do I get the right one?

If we’ve mistakenly sent you something other than what you ordered, please contact our customer service team (customerservice@cultbeauty.co.uk) as soon as you receive your parcel, together with relevant photographs if possible.

Photographs help us to react quickly to any order issues, as well as to substantiate any claim we may need to lodge.

We’ll then endeavour to dispatch the correct item as the same day (or next working day, if complaints are lodged after 3pm GMT).

 

I’ve suffered a reaction to a product, can I send it back?

If a product is defective, or you suffer an adverse reaction, please stop using the product immediately and contact our customer service team.

Please be aware that in both instances we cannot accept responsibility and may refer you to the manufacturer, requesting that you deal with them directly.

We will however, do our best to resolve any issues you may have as efficiently as we possibly can.

 

I’ve received a faulty electrical product, what can I do?

If you purchase something from us and it arrives faulty, or exhibits a fault soon after the date of purchase, we will gladly organise a refund or exchange.

Contact us to let us know about the problem and we will take you through whatever process is relevant. Due to varying returns policies amongst brands you may need to liaise with them directly, but we will monitor the claim to make sure it reaches a happy conclusion.

 

PRODUCTS

 

How do I ask for advice from the Cult Beauty Experts?

If you have a question regarding a specific concern you would like to direct to one our expert panel, please email experts@cultbeauty.co.uk and we’ll make sure it’s forwarded to the relevant inbox.

 

Do you offer samples?

We offer a selection of samples at Checkout for all of our customers to choose according to their curiosity. These are subject to availability, but we understand that it is really important to try a product before committing to buying it.

 

Some of our smaller, more niche brands do not make samples because of the expensive production costs, but wherever they do we endeavour to offer them to our customers.

 

REVIEWS

 

How do I post a product review?

If you’d like to review a product navigate to its product details page and click on the reviews link (top right). If you are not logged into your account you will be guided to do so and then taken back to the review section of the product details page.

 

You can award a star rating and leave your chosen feedback, but please be aware that reviews are moderated prior to being made live. We will edit any misuse of language and may modify spelling/grammar where appropriate.