You can create your Cult Beauty account by going to our sign up page.
We do not want you to lose out on our exclusive offers, so you can choose to receive our notifications when registering.
If you are already registered and wish to receive these emails, you can login to your account and change the 'Email preferences' option.
It’s easy to make changes to your details, whether it’s your payment information, password or address book.
Log-in to your account and you’ll see a range of categories at the bottom of the page under ‘Account Settings’.
You can rest assured that shopping with Cult Beauty is safe.
We’re fully compliant with the data protection act so we care about keeping your details secure.
All items ordered with Cult Beauty depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.
It’s easy to place an order with us. Log-in to your account to begin browsing our range.
Once you’ve found the product you want, you’ll need to click ‘Add to basket’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.
Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.
Yes, click on the ‘My Basket’ icon at the top of the page and you’ll be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.
Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to help you do so.
Get in touch with them now via the 'Still need help?' section (below).
We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
Your account makes it easy to keep track of all your orders.
Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and you’ll be provided with all the details you need about that order.
We’ll also send you a dispatch email as soon as your order is on the way.
Your account will show any previous orders you’ve placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
To cancel your order, go to the Your Orders section, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order. If the cancellation option is not available, it means that it is now too late to cancel your order.
Our team works hard to pick and pack your orders as quickly as possible therefore there's a very limited amount of time after an order has been placed, when your order can be cancelled.
You can visit our Returns Policy to help you get the order back to us instead.
Once you’ve placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.
Select the relevant order and you’ll see that you can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
Don’t worry we understand that this can happen; you can try and cancel the item in your account.
You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.
If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.
If you still need help, then you can send our Customer Service team a message via the 'Still need help?' section (below).
We’re really sorry that happened as we aim to provide high quality items to all of our customers.
So that we can look into this for you, please contact us to tell us more via the 'Still need help?' section (below).
To speed the process up, it’d really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we’ve looked into the fault we’ll let you know what we plan to do next by sending you an email.
We’re really sorry to hear that, we process orders with the utmost care. Occasionally errors can occur, don’t worry our Customer Service Team will help ASAP.
Please contact us either via Live Chat or Your Account, it would help if you include the following information -
1. Your Order Number
2. Details of the incorrect item received (it would also really help if you send a clear picture)
3. Confirmation of the correct item ordered
4. The email address you used for your order (if contacting us via Live Chat)
As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.
We take pride in our products so we’re sorry to hear you’ve received your order damaged.
Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via the 'Still need help?' section (below).
Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.
If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.
To get a VAT invoice, please contact the Customer Service team via the 'Still need help?' section (below) confirming your order number and VAT reference number and a member of the team will assist you.
We offer a variety of online payment methods to ensure our customers can place orders with ease.
We’re pleased to offer you the option to shop in 11 different currencies;
GBP - Great British Pounds
AED - United Arab Emirates Dirham
AUD - Australian Dollars
CHF - Swiss Francs
CNY - Chinese Yuan Renminbi
EUR - Euros
HKD - Hong Kong Dollars
ILS - Israel Shekels
JPY - Japanese Yen
RUB - Russian Rubles
SAR - Saudi Arabian Riyal
SGD - Singapore Dollars
USD - United States Dollars
You can select your preferred payment method at checkout. To provide a safe shopping experience to all our customers, all payments will be subject to security checks.
Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
If you’re seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.
Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you’ll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help via the 'Still need help?' section (below).
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then you’ll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty brands with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.
Once you’ve found all the items that you want then click ‘My Basket’, you’ll see a box located below your list of items which says ‘Got a discount code? Enter it here’.
Add your discount code into this box and click ‘Add’ to apply the discount.
If the code doesn’t work then you’ll need to check that you’re not trying to use more than one offer and none of the items are on our exclusions list.
If you have any problems entering the code then you can contact our Customer Service team via the 'Still need help?' section (below).
We’re sorry to hear your code isn’t working, you’ll need to check that you’re not trying to use more than one code per order and that your item isn’t excluded.
You can refer to our exclusions list to check.
If the code isn’t being affected by one of the issues above then please contact our Customer Service team via the 'Still need help?' section (below).
Your store credit will show at checkout under the 'Payment' stage, simply tick the box to use your balance for your purchase.
To check your store credit balance, go to My Account.
Store credit is valid for up to 12 months. To check the expiry date, please refer back to the email where we confirmed the details of your store credit.
Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ product even if you have failed to pay on time. If you fail to pay on time, you will be in default, and may be unable to use Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service via the 'Still need help?' section (below).
Don’t worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
Following the UK leaving the EU from January 1st 2021, Cult Beauty would like to reassure all our customers that there will be no change to your shopping experience.
As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.
We’ve worked hard with our couriers to avoid any issues. We will do our best to let you know as soon as possible if there are any delays.
Regrettably DHL have had to temporarily suspend their deliveries to Europe therefore we are unable to offer an express service at this time.
Deliveries time-frames are regularly updated on out shipping page.
DELIVERY FEESThere are no price changes as a direct impact of Brexit. We regularly review our pricing to ensure we remain competitive.
All products will continue to be shipped from the UK.
For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no additional cost to you.
Returns and Refunds
We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us.
All we ask is that you organise your return within 30 days of receipt and make sure the products have not been opened. For more detailed information about returns, please click here to view our policy.
We want you to have peace of mind when deciding to purchase with us, so we have extended our returns policy to cover the festive period.
All we ask is that the item(s) are pristine. Meaning they are unopened, in their original packaging and any retail seals are unbroken.
Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your return please contact our Customer Service team via the 'Still need help?' section (below).
To make your return as easy and efficient as possible, we’ve recently introduced self-serve returns for our UK customers.
2) Select the order you’d like to return – your most recent order should appear first
3) Scroll down and click the 'Return' button
4) Choose the products you wish to return and select the reason for the return
5) Select 'Start my return' and follow the prompts
If for any reason you need help organising your return our Customer Service Team will be more than happy to help, contact us below via 'Still need help?'
As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it’s on its way.
If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team via the 'Still need help?' section (below).
As you will see, Cult Beauty moved onto the THG platform this weekend. The reasons for doing this so quickly post joining the THG family are that our old site - which had remained pretty much unchanged since we designed it in 2012 - was no longer capable of servicing the volume of customers we have now without falling over, it was horrible for our teams to run in the background and, most importantly, it didn’t allow for all the future innovation we have planned. It didn’t even support a – much requested - mobile app (which is now coming very soon).
The site you see now is an ‘out of the box’ design because we needed to upgrade our platform quickly before our 2021 Advent Calendar launch and the rest of the holiday period; our old platform would have stopped working which we didn’t want for our customers again. We are continuing to fine tune the current site to give the best Cult Beauty experience possible, please contact Customer Service if these are affecting you directly and our team will do everything they can to help.
For our International Customers, we’re delighted to finally offer you the choice to shop in your local currency (AED, AUD, CHF, CNY, EUR, HKD, ILS, JPY, RUB, SAR, SGD, USD). You’ll soon be able to choose from a greater selection of couriers, offering you faster delivery. For orders destined outside of Europe, the product prices will now conform to our brands’ currency-led RRPs. We will continue to offer our coveted Goody Bags, Edit Boxes, gifts with purchase, promotions and, of course, first-to-market brand launches worldwide, to be the first to know please sign-up to our emails.
The Cult Beauty team is still here, our passion and obsession with truffle-hunting the coolest brands in the world still drives our every waking thought. I invite you to come with us on this journey, with your feedback, our imagination, new tech capabilities and our combined love of the best beauty products in the business, we are going to create something really special in the future.
Should you wish to share any feedback about our website, please send it to our Customer Service Team.
You have the right to ask about what personal data we hold about you.
To make this request you can message us via the 'Still need help?' section (below)
Write to us
Feel free to write to us at the office address below, but please note that this is not the address to return items to. If you need to return a product to us, please contact Customer Service who will advise you how to proceed.
Cult Beauty Customer Service Department,
1-2 The Stables
Cult Beauty Gift Vouchers
After adding products to your bag, proceed to checkout and when prompted to enter a discount code please copy and paste the unique code from your email.
Gift vouchers are redeemable against all products on-site and can be used in conjunction with promotions which apply automatically at checkout. Unfortunately, however, it is not possible to use a gift voucher in conjunction with another discount code.
We offer gift vouchers for fixed denominations - £25, £50, £75, £100, £250 and £500
If you have been sent a gift voucher please check your email which will tell you the value.
Unfortunately you can only use one gift voucher per order. You can pay for any outstanding balance by using a credit or debit card.
Please note you’re unable to combine a gift voucher with a PayPal payment.
No, all gift vouchers are sent by email. Please print your own copy if you’d like a physical gift voucher.