Here you will find some FAQ’s and information which should hopefully give you the answer you need to a query. If that’s not helping and you just want to get in touch, see below for our contact details or complete the contact form below.

Where are you from?

United Kingdom

This section is designed for UK customers, to help find the correct information or provide assistance.

Delivery

From time to time we will reduce the number of delivery services we during promotional periods due to high volumes of orders we receive

The following terms apply to all orders placed during this sale period:

Premium delivery services (e.g. Next Day, International Express) will not be available

Due to the high volume of orders expected, our premium delivery services will not be available during this time.

UK orders – There will be limited delivery options during this time.

  • UK Tracked Delivery (2 days after dispatch)

International orders – There will be limited delivery options during this time.

  • International Tracked Delivery (5-7 working days after dispatch within Europe, 7-10 working days after dispatch for Rest of World)

Usual dispatch and delivery times for all service types will not be adhered to during this period

Orders will be dispatched as quickly as possible, but this will depend on the volume of orders placed during this time.

When your order is dispatched you will receive a dispatch notification e-mail. Please do not e-mail us to ask when your order will be dispatched as we will not be able to provide a specific timescale for this.

Please enter a correct e-mail address when placing the order to ensure you receive all dispatch and delivery notification e-mails from ourselves and any delivery couriers (on applicable services).

The delivery time of your parcel will depend on the service chosen.

We do endeavour to ensure all deliveries are made within the timescales stated, however from time to time there can be unexpected delays during transit with the carriers that are beyond our control, but we will always try to resolve any problems for you.

Tracked (FREE on orders over £15)                Up to 2 working days after day of dispatch.*

The majority of orders arrive just 2 days after dispatch (excluding Sundays & Bank Holidays), unless delivery is to a non-mainland UK area. We use the courier Hermes to deliver parcels on this service. This service is fully tracked, and you will receive email updates regarding your order’s progress.

Delivery will be attempted at the address provided. Should you not be in your parcel may be posted through your letterbox, left with a neighbour, left in a safe place at the delivery address, or delivery may be re-attempted on another day. If delivery is not successful after 3 attempts the parcel may be returned to sender.

*Please note, orders to certain destinations can take 1-2 days longer to arrive. These areas include Highlands & Islands, Northern Ireland, Isle of Man, Jersey, Guernsey & BFPO addresses. Please see the end of the page for a list of postcodes which may be affected.

Local Collection Up to 2 working days after day of dispatch.*

The majority of orders arrive at your chosen Parcel Shop just 2 days after dispatch (excluding Sundays & Bank Holidays), unless delivery is to a non-mainland UK area. We use the courier Hermes to deliver parcels on this service. This service is fully tracked, and you will receive email updates regarding your order’s progress. If you have entered a phone number when placing the order you will receive an SMS update to advise when your parcel is available for collection.

If the parcel is not collected after 5 days you will receive a reminder SMS. If the parcel remains undelivered after 10 days it will be returned to sender.

*Please note, orders to certain destinations can take 1-2 days longer to arrive. These areas include Highlands & Islands, Northern Ireland, Isle of Man, Jersey, Guernsey & BFPO addresses. Please see the end of the page for a list of postcodes which may be affected.

Next Day                       Next day after dispatch (excluding Sunday) if ordered before 5pm.**

Our Next Day option provides a speedy delivery service with the courier Hermes. Full tracking information will be sent and you will receive updates via email along with web based tracking. Delivery is Tuesday to Saturday (although re-delivery attempts may take place on Mondays). If your order is placed before 4pm Monday to Friday, your order will be delivered the next day (excluding Sundays & Bank Holidays). If your order is placed after the weekend cut-off time of 4pm on Friday, but before 4pm on Monday, your order will be delivered on the Tuesday.

Delivery will be attempted at the address provided. Should you not be in your parcel may be posted through your letterbox, left with a neighbour, left in a safe place at the delivery address, or delivery may be re-attempted on another day. If delivery is not successful after 3 attempts the parcel may be returned to sender.

**Please note, orders to certain destinations can take 1-2 days longer to arrive. These areas include Highlands & Islands, Northern Ireland, Isle of Man, Jersey, Guernsey & BFPO addresses. Please see the end of the page for a table of postcodes which may be affected.

Premium Next Day          Next working day if ordered before 5pm.***

Our Premium Next Day delivery service provides you with full visibility of your parcel’s journey. Your tracking details will be emailed after dispatch and further updates will follow by email or SMS, including your 1 hour delivery time slot. You can also track the progress of the delivery on a real-time map, all the way down to the final 15 minutes.

The service offers a guaranteed next working day delivery for orders placed before 4pm Monday to Thursday. Orders placed before 4pm on a Friday will be delivered on Monday, and orders placed after 4pm on Friday, a Saturday or Sunday will be delivered on Tuesday.

***Please note, orders to certain destinations can take 1-2 days longer to arrive. These areas include Highlands & Islands, Northern Ireland, Isle of Man, Jersey, Guernsey & BFPO addresses. Please see the end of the page for a table of postcodes which may be affected.

Postcode Exceptions

AB BT FK GY HS IM IOM IV
AB10, AB11, AB12, AB13, AB14, AB15, AB16, AB21, AB22, AB23, AB24, AB25,  AB30, AB31, AB32, AB33, AB34, AB35, AB36, AB37, AB38, AB39, AB41, AB42, AB43, AB44, AB45, AB51, AB52, AB53, AB54, AB55, AB56 All Postcodes FK18, FK19 GY1, GY2, GY3, GY4, GY5, GY6, GY7, GY8, GY9 HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9 IM1, IM2, IM3, IM4, IM5, IM6, IM7, IM8, IM86, IM87, IM9, IM98, IM99 All postcodes IV1, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV2, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV3, IV30, IV31, IV32, IV33, IV34, IV35, IV36, IV37, IV38, IV39, IV4, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV5, IV50, IV51, IV52, IV53, IV54, IV55, IV56, IV6, IV63, IV7, IV8, IV9
JE KA KW PA PH TR ZE
JE1, JE2, JE3, JE4 KA27, KA28 KW1, KW10, KW11, KW12, KW13, KW14, KW15, KW16, KW17, KW2, KW3, KW4, KW5, KW6, KW7, KW8, KW9 PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA40, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA87, PA88 PH17, PH18, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44, PH49, PH50 TR21, TR22, TR23, TR24, TR25, ZE1, ZE2, ZE3

Announcements

Welcome to your Help Centre!

Hello and thank you for viewing our new The Cosmetic World Help Centre.

Our aim here is to help you find answers to your queries with accurate information, quickly and easily.

This section is design specifically for our customers here at home in the United Kingdom, with the correct and specific information for orders being delivered to England, Wales, Scotland and Northern Ireland.

We hope you find it helpful and it resolves any query you may have, but, if not you can still contact us as before via our Contact Form below.

If you would like to make any suggestions for articles that you think would have helped you or other customers, please feel free to let us know

Order Problems

We apologise if we have made an error regarding your order. Please report this to our customer services department by completing the Contact Form below, leting us know what the issue is and we will do our very best to rectify any mistakes made as soon as possible.

We apologise if we have made an error regarding your order and sent an incorrect item. Please report this to our customer services department by completing the Contact Form below, letting us know what you have received in error and we will do our very best to rectify any mistakes made as soon as possible.

Our aim is to process and pack your order as soon as possible, to get it on its way to you. There is a small amount of time where we may be able to amend your order, however, we are only able to amend certain things.

We might be able to amend your address or cancel an item that you have ordered, but, we are NOT able to swap items, add items or change the shipping option.

(if this is the case we may be able to cancel the order for you to replace it, see the other Cancel my order article).

If your order have been picked and packed in our warehouse or you have received ‘Your order has been despatched’ email, then unfortunately, we will not be able to amend the order.

If you wish to amend an order, contact us via the contact us form below, selecting ‘Amendments To Order’ as the reason and we will try and action for you.

Returns

Any item purchased between 15th November and 25th December 2016, will have an extended return policy for the Christmas period.

Items purchased during this time can be returned until the 15th January 2017.

We must receive notification of your intent to return by the 15th January 2017.

Any item purchased from 25th December 2016 onwards will be subject to our usual 14 day returns policy.

Please allow up to 14 working days for action of your return.

If 14 working days have passed since you posted a returns package to us, please get in touch using the contact form below.

If you have requested an exchange, you will receive a dispatch notification e-mail to confirm when the replacement item has been sent.

If for any reason you are not happy with your purchase, you may return any unopened and unused items to us within 14 days of receipt.

To be acceptable for return items should be unused, unopened and have any original seals intact.

All packaging and/or cellophane wrapping and tamper resistant seals must be intact; otherwise the item will be considered unfit for re-sale and will not be accepted by our returns department.

To ensure we process your return and refund as quickly as possible, please follow the procedure below.

UK Returns Procedure:

  • Please contact us by completing the contact form below. Your message should contain the Order Reference Number from your Dispatch Note as well as a full explanation of your reason for returning the goods.
  • We will e-mail you back with your Returns Authorisation Number and instructions on how to return via our pre-paid returns service.
  • Goods must be in their original packaging with any seals intact and in an unused and re-saleable condition.
  • Re-package the parcel using strong packaging and ensure it is sealed securely to avoid damage during transit. Please enclose your dispatch note/receipt within the parcel.
  • Request a proof of postage. Without this, you will be unable to make a claim, should the return parcel go missing. (Please note: Beauty Bay will not be liable for lost returns.)

Please allow up to 14 working days for action of your return.
Please note: Beauty Bay will only reimburse the cost of the products and not any postage or shipping fees

Other FAQs

Please be assured, we only ever charge for items when they are dispatched from the warehouse.

The total amount of the order is an initial reserve of funds. We do not take payment from this until goods have been dispatched.

In the event that one (or more) of your items are not available, we only take payment for the items that we do dispatch; this is known as a partial dispatch.

The funds for the unavailable items are not charged and are automatically be released back to you by your bank (this can take up to 7 working days dependent on your bank).

We then have to create a new authorisation for the remaining amount, which often shows as a separate line or new transaction on your internet banking. When the additional items become available, and are dispatched from the warehouse this will then be charged accordingly.

Please be assured that you have been charged correctly.

We apologise for any confusion or inconvenience caused by your order being sent in multiple deliveries.

If you have any further queries, please let us know.

The Cosmetic World Gift Cards are now available in a value of your choice (between £10-£500 per card).

  • The gift card can either be emailed to the person who makes the purchase and this can then be printed out as a foldable card, or the gift card can emailed directly to the receiver.
  • Gift Cards are currently only available to purchase in GBP. If purchasing in a different currency, your Gift Card balance is subject to exchange rate fluctuations between purchase and redemption.
  • Currently, Gift Cards can only be sent via email and must be redeemed within 12 months of their purchase date. A Gift Card e-mail will be delivered instantly, but cannot be redeemed on the The Cosmetic World website for 48 hours.
  • You must have a registered account on the The Cosmetic World website to redeem the gift card. If you don’t have an account yet, please click here to register your details.
  • You will receive a 16-digit Claim code, and 8-digit Pin number within the gift card e-mail. This will be on the PDF file if you have selected the printable option, or will be included in the e-mail if you have selected the direct e-mail option.
  • To redeem the card, please log in to your The Cosmetic World account and select « Gift Cards » from the menu on the left, and then « Register a New Gift Card »
  • Enter the 16-digit Claim code, and 8-digit Pin number, then click « Add Card »
  • The gift card balance will then be visible in your account, and can be used to make purchases on the website.
  • When making a purchase, you will be offered the option to use your gift card balance. You can select this at the checkout. You do not have to use the gift card balance to pay for items, this can be saved for later. If your gift card balance does not cover the cost of the item(s) being purchased, you can pay for the remaining amount via credit/debit card or PayPal (if available).
  • Any remaining gift card balance can be viewed in « My Account » under « Gift Cards »

Discount/Promotional Code Exclusions

Please note discount/promotional codes cannot be used in conjunction with any other offer on the The Cosmetic World website (e.g. 3 for 2, buy one get one free etc).

The following brands are excluded from our Facebook 1 Million Likes Promotional discount:

  • Alpha H
  • Anastasia Beverly Hills
  • Babyliss Pro
  • BH Cosmetics
  • Cloud 9
  • Corioliss
  • EGO Professional
  • Gift Card
  • Iluminage
  • Jeffree Star
  • Makeup Geek
  • Morphe
  • Parlux
  • RCMA
  • Simple Human
  • T3
  • Tria Beauty
  • ZOEVA

 

The following brands are excluded from our standard discount & promotional offers:

  • Anastasia Beverley Hills
  • Babyliss Pro
  • Cloud Nine
  • Corioliss
  • Illamasqua
  • Iluminage
  • no no
  • Parlux
  • Pulsaderm
  • Rio
  • Simple Human
  • T3
  • Too Faced
  • Tria Beauty
  • ZOEVA
Discount Codes Must be added to the Shopping Bag
Please be advised that you can redeem your discount code in « My Bag » before proceeding through the checkout, by clicking the ‘Gift Card or promotional code?’ link located under the « CHECKOUT NOW » button and following the instructions.

Discount codes cannot be applied retrospectively (i.e. – after an order has been confirmed).

Faulty Item

We are sorry if you are having problems with an item.Please report this to our customer services department by completing the Contact Form below and we will be glad to assist you further with the issue.

Translate »