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    Customer Service

    Help Centre

    FAQs

    FAQs
    Contact Us

    I'm having trouble checking out

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    If you have added items to your basket then tried to sign-in to your account and discovered an empty basket we advise that you either clear your cookies or sign-in on a different device.  

    Click here for more information on how to clear your cookies.

    Where is my order?

    How can I track my order?

    You will receive an email confirming that your order has been shipped, from which you can then track its delivery progress. You can also do this by going to My Account. Go to Recent Orders > View Order > Track Your Order.

    If you have chosen our UK Tracked delivery option, you can track your package via Hermes online tracking. Once dispatched, you'll be able to follow its progress and should receive regular updates. UK delivery should be within 48 hours of dispatch.

    For all other Standard delivery options, your package will be fully trackable through Trakpak. Again, you can follow its progress by way of the courier's online tracking facility.

    For orders placed before 2pm, please allow up to 24 hours from date of collection for the tracking to be updated.

    My order has not arrived within the stated delivery time, what should I do?

    Our delivery options are fully tracked. If you have not received your order within the times stated for your destination and you have noticed unusual activity on your tracking number, please contact us for help.

    For orders to international destinations that are delayed, please check if your order has been held in customs clearance. You may be required to pay sales tax or customs duty.

    For UK Standard orders, please check if Hermes have left you a calling card. If so, please follow the steps to rearrange delivery at a convenient time. If not, please contact our team who'll be able to help you: customerservice@cultbeauty.co.uk.

    Click & Collect Queries

    When will my order be ready to collect?

    Click & Collect orders will be ready to collect within 2-3 working days.

    How much does a Click & Collect order cost?

    Click & Collect costs £3.95 If you spend more than £15, Click & Collect is complimentary.

    How will I know my order is ready for collection?

    You will receive an automated email from our delivery partner (MyHermes), please do not attempt to collect your order until you have received notification that is awaiting collection.

    What do I need to bring with me to collect my order?

    Please have your order confirmation email (on your phone or printed) as well as any one of the following:

    • Passport
    • Driving Licence
    • Credit or Debit card used for payment
    Can someone else collect my order on my behalf?

    No, Click & Collect orders can only be collected by the person who placed the order. Please remember to bring identification with you.

    How long do I have to collect my order?

    The Parcelshop will keep your order for 7 days.

    If your order is not collected within this time, it will be sent back to our warehouse and a refund will be issued to the card you used for payment.

    What happens if I don’t collect my order?

    After 7 days your order will be sent back to our warehouse and a refund will automatically be issued to your card used for payment.

    Can I return my Click & Collect order?

    Yes! Either you can return it to the Parcelshop you collected it from or follow the instructions on our Returns Page to send it back directly.

    Account Details

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

    If you're having difficulty signing in to your account, you may have entered your email address and/or password incorrectly. If you have checked this and you still can't log in, please use the forgotten password link to regain access to your account.

    Should this be unsuccessful, please contact our team who will be happy to help you.

    How do I re-set my password?

    To change your password, you can either use the forgotten password link or sign in to My Account and go to Account Information.

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

    If you cannot see the order information you are looking for in My Account, please contact our team who will be happy to help.

    How do I change or update my account details?

    You can log in to your account to update any of the following details at any time:

    • Edit your name, email address, and password in ACCOUNT INFORMATION.
    • Update your address book and amend your 'default' shipping/billing options in ADDRESS BOOK.
    • Add or delete your saved payment methods and view your available 'Store Credit' in CREDIT CARDS AND PAYMENTS.
    • Check the delivery status/tracking information for your order(s) on MY DASHBOARD or MY ORDERS.
    • Revisit your PRODUCT REVIEWS.
    • Manage your WISHLIST.
    • Modify your NEWSLETTER SUBSCRIPTIONS.
    • Add/amend your BEAUTY PREFERENCES.

    Order Queries

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

    To check if your order was successful, sign in to My Account. Go to… in and check your 'Order History' to see if the order is listed.

    You can also do this by going to My Account. Go to Recent Orders > View Order > Track Your Order.

    You should receive confirmation of your order by email upon completion. However, there are a number of reasons why you may not have received this:

    • If you've made a mistake when submitting your email address.
    • If the email was blocked by your spam filter (check your 'Junk' folder).
    • If your browser timed-out or the internet dropped at the payment stage.

    If you're concerned, please contact our Customer Service team who'll be happy to help you resolve any issues.

    How can I cancel, amend or add to my order?

    Should you need to make any changes to your order, our team will need to action this before your order is shipped. Please get in touch as soon as possible.

    We will do our best to amend your order as requested but, please be aware that we aim to ship orders as swiftly as possible and therefore cannot guarantee your changes will be able to be made.

    Please be aware that if paying with Klarna, we are unable to update your address details and cannot add to an existing order. We are unable to remove an unwanted item, if you wish to amend your billing/delivery details you need to cancel/re-submit your order with the altered information.

    What if my order has arrived damaged, incorrect or incomplete?

    Our warehouse team are incredibly conscientious but occasionally mistakes do happen.

    If your order arrives damaged, incorrect or incomplete, please notify us via email as soon as possible. Please include your order number and a photographs of the product and packaging.

    We can then arrange prompt dispatch of replacement items where necessary, or offer you a refund.

    I've suffered a reaction to a product - can I send it back?

    If a product is defective or you have suffered an adverse reaction, please stop using the product immediately and contact our Customer Service team.

    We may ask you to return the product for inspection, and we’ll happily issue a refund for any item that proves faulty.

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

    We will however do our best to deal with any issues as efficiently as possible. We want you to be happy with your Cult Beauty buys!

    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 guide you through the relevant returns/exchange process. Due to differing policies amongst our electricals brands, you may need to liaise with them directly but, please rest assured that we will monitor the claim to help ensure your satisfaction.

    If you paid via Klarna and have encountered a fault after one year of purchase, please get in touch with our Customer Service team who will be happy to assist you.

    Product Advice & Reviews

    How can I get beauty advice that addresses my personal needs?

    Our beauty team can provide tailored make up or skin care advice. Simply email your query to our Beauty Advice team and we'll happily tackle your beauty bugbears.

    Do you offer samples?

    We offer an edit of luxury samples at checkout for FREE with a £50 spend. These are subject to availability and change regularly.

    Some of our smaller, more ‘niche’ brands do not make samples because of the expensive production costs but, wherever possible we aim to make a breadth of beauty products from a range of different categories accessible to customers.

    How do I post a product review?

    If you'd like to review a product, go to the relevant product page and scroll to the 'Add a Review' box beneath the product details.

    If you are not logged in to your account you will be prompted to do so, then you can award a star rating and leave any feedback.

    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.

    Please also note that by leaving a product review you are giving consent for your views to be used by Cult Beauty for marketing purposes.

    Cashback Queries

    Am I eligible for cashback on my order?

    Yes you are if your order was placed through one of our affiliate cashback partners.

    All you have to do is click through the partner's 'Get Cashback' link that redirects you to Cult Beauty and go on to make a purchase (without exiting your internet browser!) to be eligible.

    Our cashback partners are as follows:

    • Top Cashback: http://www.topcashback.co.uk (UK / US / China)
    • Quidco: http://www.quidco.com (UK)
    • Cashback Ireland: http://www.cashbackireland.com (Ireland)
    • 55Haitao: https://www.55haitao.com/ (China)
    • Cashback.co.il: http://cashback.co.il (Israel)
    • Refunder: https://www.refunder.se/ (Nordic Regions)
    • Honey: http://www.joinhoney.com (UK / US)
    • Igraal: https://fr.igraal.com/ (International)
    • Dubli: http://www.dubli.com (International)
    How much cashback can I receive?

    8% for new, first-time customers

    6% for returning customers (those who have previously purchased at Cult Beauty) and

    2% on orders which include:

    -      a voucher or discount code, a Goody Bag or The Cult Beauty Box

    -      any of the following brands/products:

    Anastasia Beverly Hills’ Modern Renaissance, Norvina and Subculture Eye Shadow Palettes and Glow Kits, Charlotte Tilbury's Icon Palette, Instant Eye Palette, Luxury Palettes in 'Exaggereyes' and 'Pillow Talk' and 'Palette of Pops - Celestial Eyes', Starry Eyes to Hypnotise, Mini Hot Lips 2 Charms, Filmstar Bronze and Glow Swarovski Set, Gift of Pillow Talk Lips, Beauty Glow Set, Magical Mini Brush Set, Legendary Eyes, Magic Dream Set, Magic Dream Set, Secret Lash Tricks ('Fashion Natural Chic Lash', 'Hollywood Red Carpet Lash', 'Fashion Cat-Eye Corner Lash' and 'Hollywood Glamour Lash'), Gift of Magic Skin Set and Magic Skin Trilogy, Huda Beauty’s 3D Highlight Palette, Desert Dusk Palette, Easy Bake Loose Powder, Liquid Matte Minis, Obsessions Palettes, Rose Gold Remastered Palette and The New Nude Eyeshadow Palette and Morphe

    Please note: cashback rates are subject to change and we occasionally increase our cashback rates for new and returning customers.  

    How/when will I know if I receive my cashback?

    Each of our partners have their own way of communicating/processing your cashback. Receiving the cashback can take up to two months – this is due to our timeframe for returns, as well as our affiliate payment policy.

    Please note: cashback is not issued by Cult Beauty. Your cashback will appear on the account you have with our affiliate partner. If you have any queries regarding the cashback on your order, please contact the partner you purchased through.

    If I forget to order through the cashback link, can I still claim my reward

    Unfortunately not. If you forget to use the cashback link, we're afraid that we cannot apply the reward retrospectively.

    Customer Service

    How do I speak to a member of the Customer Service team?

    Our Customer Service Team is available seven days a week; Monday – Sunday, 8am – 8pm (BST)

    You can phone us:          

    United Kingdom                0800 108 8822

    International                     +44 203 471 3000

    Email us: customerservice@cultbeauty.co.uk

    or send us a message @cultbeauty on InstagramFacebook or Twitter