FAQs-BACKUP

My Order

  1.     How do I place an order?

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.

  1.     Can I make changes to my basket?

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 favorite items, or the – button if you've selected too many. If you want to remove an item completely then click the x button.

    3.     Out of stock product?    
We hold a massive range of products and always endeavor to have the product you desire in stock.
    Should we 'sell out' of a product that we expect a delivery of in the coming days or weeks, you will be offered the opportunity to enter your email address next to your selected product.
    If you see the box below next to a product, please enter your email address and click 'Let me know'.
    You will then be informed by email when we receive our next delivery.
    1.     Can I place an order over the phone?

    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).

    1.     Can I place an order to a different address?

    Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking 'Add a new address'.

    1.     How will I know when my order has been dispatched?

    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.

    1.     What is the status of my order?

    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.

    1.     Where is my order?

    Once your order has been dispatched from our warehouse, you’ll receive a dispatch email with your tracking link. You can then track the parcel directly with the courier. Orders are normally dispatched within a few working days. If you can’t find your email make sure you double check your junk/spam folders.

    Customer Service Live Chat: Click here

    Customer Service Email: _____

    1.     What do I do if I have ordered the wrong item?

    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).

    1.     I have received the wrong item. What should I do?

    We’re really sorry to hear that, 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).

    We'll need to know the following information so that we can fix this for you-

    1. Order Number

    2. Incorrect item received

    3. The correct item ordered

    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.

    1.     I have received a damaged item. What should I do?

    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.

    1.     There is an item missing from my order. What should I do?

    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.

    1.     I forgot to use my promotion code - can I add it?

    Promotion codes do have to be entered at the time of placing the order. They cannot unfortunately be added on after the order process has been completed.

    1.     Where is my invoice?

    To minimize the use of paper, we won't include a printed invoice with your order. If you wish to receive a copy of your invoice, please contact the Customer Service team via the 'Still need help?' section (below).

    1.     How to get a VAT invoice?

    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.

     

    Changes & Cancellations

    1.     How do I cancel my order?

    We’re sorry to hear you want to cancel.

    If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team via the 'Still need help?' section (below).

    If not, then select the order that you wish to cancel. 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.

    If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.

    You can visit our Returns Policy to help you get the order back to us instead.

    1.     How do I make changes to my order?

    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.

     

    Shipping/Delivery

    1.     What do I do if I have not received my order?

    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 neighbor 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).

    1.     What delivery options do you offer?

    All our delivery options can be found on our Delivery Information page.

    1.     How long will it take for my order to be delivered?

    Our Delivery Information page can tell you the time frames associated with our different delivery options alongside their costs.

    1.     What happens if I am not at home to accept my delivery?

    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.

    1.     Premium Delivery?

    Please visit out Premium Delivery section for full details

    1.     There is an item missing from my order. What should I do?

    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 there then you'll need to allow longer for it to be delivered.

    If the item has been sent, then please send a message via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.

          7.     Where do you deliver to?                                                               

    We offer delivery within the UK & Ireland. Find out more on our delivery page.
       

          8.     Who are your main couriers?   

    At present we use both Royal Mail and DX Logistics as our main couriers for all orders.

    If you think you have been sent the incorrect tracking link, please try either of these tracking websites before contacting us:

    https://www.royalmail.com/track-your-item

    https://my.dxdelivery.com/

          9.     My order is showing as delivered but I haven’t received it?   

    If your order is showing as delivered and you can’t locate it, firstly check with your neighbors, anyone else in your household and any safe places it could have been left.

    If you track your parcel using the tracking number in the shipping e-mail, you should be able to see if the parcel was left in a safe place or with a neighbor. If you still can't locate it, get in touch with Customer Services via email or live chat and someone will investigate further.

    We’ll also ask you to fill out a denial of receipt form and ask you a few questions so we can go back to Royal Mail. Once our investigation is complete we’ll then look at resending your order or refunding you.

     

    Returns and Refunds

    1.     What is your returns policy?

    Please package your product(s) securely in the original packaging. You will also need to include a brief letter including your name and address and an explanation as to why you are returning the product(s). This will enable us to refund the correct account.

    Please refer to our returns policy page for more information.

    If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them via the 'Still need help?' section (below).

    1.     How do I return an item?

    You can start your return from our returns page by clicking here.

    1.     Can I return a product if I no longer want it?

    We want all of our customers to enjoy their products, so if you’re not happy with your order you can send it back to us. You can start your return on our returns page by clicking here.

    1.     What happens once my item is returned?

    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.

    1.     When will I receive my refund?

    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 through your account.

    1.     Can I return an item myself?

    Yes! We offer self-serve returns for unwanted items so that you can process your return quickly and easily.

    You can start your return on our returns page by clicking here.

     

    Payment and Discounts

    1.     How can I pay for my order?

    We offer a variety of online payment methods to ensure our customers can place orders with ease.

    Visa

    Visa Debit

    Mastercard

    Maestro

    American Express

    Alipay

    One4all

    PayPal

    Apple Pay

    Wechat

    1.     What currencies can I use to place my order?

    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.

    You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.

    We do this to ensure that our customers are safe while they shop.

    1.     Will I be charged VAT?

    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.

    1.     I have a payment problem on my order. What should I do?

    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 by visiting the 'Still need help?' section (below).

    1.     Why can I see a transaction pending in my PayPal account?

    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 authorized to be taken.

    1.     Why can't I add a new payment card?

    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 favorite beauty brands with ease.

    You can manage your saved payment cards by clicking into 'Payment Cards' under Account Settings in your account.

    1.     How do I use a voucher code?

    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).

    1.     Why is my voucher code not working?

    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).

    1.     How do I earn Everyday Cosmetics Referral Credits?

    Earn £5 for every successful referral and your friends will get a £5 discount!

    Log-in to your account and click 'View Details' in the 'Your Referrals' section to find out how you can get involved.

     

    Gift Vouchers

    1.     Can I buy Everyday Cosmetics gift vouchers?

    Yes! Gift vouchers are available here. Your gift voucher will be sent to the email address associated with your account within 30 minutes of purchase. You can forward it to your recipient, or print it out to give to them personally.

    1.     How do I redeem my gift voucher?

    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.

    1.     What’s the value of my gift voucher?

    We offer gift vouchers for fixed denominations - £25, £50, £75, £100, £250 and £500 or €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.

    1.     How long is my gift voucher valid for?

    Gift vouchers are valid for 12 months from the date of purchase.

    1.     What happens if I don’t spend all of my gift voucher?

    The entire value of the gift voucher must be redeemed in one purchase.

    1.     Can I use more than one gift voucher in a single transaction?

    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.

    1.     Do you post gift vouchers?

    No, all gift vouchers are sent by email. Please print your own copy if you’d like a physical gift voucher.

     

    My Account

    1.     How do I register?

    You'll need to register before you can place an order with Everyday Cosmetics.

    As long as you have a valid email address, then you can head over to our sign up page to get in on all the beauty action.

    1.     How do I register to receive special offers?

    We'll automatically sign you up when you register so that we can make sure you're in the know regarding all our special offers.

    You can stop these emails by logging into your account and selecting the 'Email Preferences' option.

    1.     How do I change my account details?

    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'.

    1.     Are my personal details safe if I create an account?

    You can rest assured that shopping with Everyday Cosmetics is safe.

    We’re fully compliant with the data protection act so we care about keeping your details secure.

    For further information, please visit our Privacy Policy page.

    1.     I have forgotten my password. What should I do?

    Don't worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we'll send you instructions on how to get this reset.

    1.     How do I unsubscribe?

    If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the 'Email Preferences' option to make this change.

     

    Website

    1.     Where can I find your Terms and Conditions?

    Please refer to our Terms and Conditions page.

    1.     What is your Privacy Policy?

    Please refer to our Privacy Policy page.

    1.     Access to information

    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)

    1.     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.

    Everyday Cosmetics Customer Service Department,

    1-2 The Stables

    Gadbrook Park

    Northwich

    CW9 7RA

    1.     Is Everyday Cosmetics safe?

    As the UK's Number 1 Destination for Beauty, Everyday Cosmetics is an authorized retailer for over 600 of the world's most iconic beauty brands. We pride ourselves in delivering excellent service to our customers and have recently been awarded the Compliance Plus for Customer Service Excellence award by the CSE. Our customer service team is available 7 days a week to answer any concerns you might have and more information on our returns and refunds policy can be found here. Our site is fully secured with the latest SSL encryption to protect your personal data and give you extra peace of mind.