Frequently Asked Questions

Please find our list of FAQs below.
If your query is not listed please direct it to our customer service email: online@beautybase.com.

ORDER ISSUES

I’m having trouble placing an order. Can you help?

If you're using a mobile device or the app, please try placing your order via our website instead. If you're already on the website, clear your cache and cookies or try using a different browser.

If you’re still experiencing issues, please email our Customer Services team at online@beautybase.com. 

Include:

  • The device and browser you're using
  • Screenshots (if possible)
  • The email address linked to your account

We’ll be happy to assist you.

Where is my order?

Once your order has been dispatched, you will receive an automated email with your tracking details. You can use this reference to track your parcel.

If you have not received your dispatch email, please check your junk/spam folder before contacting us.

Can I cancel or change my order?

We begin processing orders quickly to ensure fast dispatch, so changes cannot be guaranteed.

If you need to cancel your order, please email online@beautybase.com as soon as possible. If your order has already been dispatched, you will need to return the item(s) to us once received.

Unfortunately, we are unable to amend orders, including delivery address changes, once they have been placed.

Do you offer a price match service?

No, we do not offer a price match service. As a trusted retailer, we continuously review our pricing to stay competitive and ensure our customers receive the best possible value when shopping with us.

I haven’t received my dispatch confirmation.

Please check your junk or spam folder first. If you still cannot locate your confirmation email, contact us at online@beautybase.com and we will assist you.

I didn’t receive an invoice in my parcel.

We may not always include printed invoices in parcels. Your order confirmation email acts as your receipt. If you require further documentation, please contact us.

What should I do if my order arrives damaged?

We’re very sorry to hear this. Please email online@beautybase.com within 48 hours of receiving your order. Include:

  • Your order number
  • Clear photographs of the damaged item(s) and ALL sides of your parcel/packaging
  • We will resolve this for you as quickly as possible.

I have an issue with an order I placed on TikTok shop, can you help?

For privacy and security reasons, TikTok-related issues can only be resolved directly through the TikTok platform, so we’re unable to assist with these requests via email.

Please reach out to our customer service team directly on TikTok for further assistance.

DELIVERY

Where do you deliver?

We currently deliver within the UK only. We do not offer international shipping at this time.

Who are your couriers?

We primarily use Royal Mail for deliveries. On occasion, we may use an alternative courier such as Parcelforce depending on parcel size and delivery requirements. Tracking details will always be provided once dispatched.

Can I track my order?

Yes. Once your order has been dispatched, you will receive an automated email containing your tracking number. You can use this to track your parcel via the courier’s website.

My tracking hasn’t updated.

Tracking updates can sometimes take a short time to appear after dispatch. Please allow up to 24 hours for updates. If there is still no update after this time or your tracking has not updated in a while, please contact us.

My order shows as delivered, but I haven’t received it.

Please:

  • Check with household members
  • Check any safe places or delivery locations
  • Contact your local delivery office

If you are still unable to locate your parcel, please contact us and we will investigate further.

What happens if I’m not home for delivery?

If you are not available, the courier may:

  • Leave the parcel in a safe place
  • Leave it with a neighbour
  • Leave a calling card with redelivery instructions

Please follow the instructions provided by the courier.

Is next day delivery available?

Yes, next day delivery is available. Please ensure you place your order before the specified cut-off time.

RETURNS

Can I return an online order?

Yes, you may return eligible online purchases in line with our returns policy.

How do I return an online order?

Items must be returned in their original condition, unopened and used. Please contact online@beautybase.com with the reason for return. Once your return has been approved, we will provide the next steps. 

Can I return an online order in-store?

Yes, please email online@beautybase.com before you visit our store as you will need your return request approved first. We will provide you more information on the steps you will need to take.

Please note that as your order was purchased from our online store, a refund can only be processed from our end and not in store. The branch will be only a drop off point before it is returned to our HQ.

Do you provide free returns label?

No, we do not. For unwanted items, you must arrange for your own shipping. 

What if I receive a faulty item?

If you receive a faulty item, please contact us within 48 hours of delivery with:

  • Your order number.
  • Photographic evidence of the fault and ALL sides of your parcel. 
  • We will arrange a replacement or refund where appropriate.

What if I receive an incorrect item?

We apologise for the error. Please email us with your order number and a photo of the item received. We will resolve the issue promptly.

How long will my refund take?

Refunds are typically processed within 3–5 working days once approved. Please note it may take additional time for your bank to process the funds.

PAYMENT OPTIONS

What payment methods do you accept?

We accept major debit and credit cards, as well as secure online payment providers available at checkout.

Is my payment secure?

Yes. All payments are securely processed via trusted payment providers such as Shopify Pay and PayPal. These platforms offer encrypted transactions and buyer protection.

Do you accept One4all gift cards?

No, we do not currently accept One4all gift cards.

Can I use a gift voucher in store?

Gift vouchers can currently only be redeemed online and cannot be exchanged for cash.

LOYALTY SCHEME

How can I join the loyalty scheme?

You can join our loyalty scheme online by creating an account on our website and opting into the programme during registration.

I can’t see my loyalty points, what should I do?

Loyalty points can take between 30–60 days to appear once a transaction has been completed. Please allow this time for the points to be processed.

Is the loyalty scheme available in store?

Our loyalty scheme is available online only and cannot be used in store.

STORES

How many stores do you have and how can I visit?

We currently have 8 Beauty Base stores. You can find your nearest location and plan your visit using the store locator available on our website.

How long do I have to make a return in store?

Items must be returned within 14 days of the purchase date.

I purchased a faulty item in store. What should I do?

Please return the item to the store of purchase with your receipt. Our store team will be happy to assist you.

How do I return/exchange a store-bought item?

Please find our store returns & exchanges policy below:

A valid proof of purchase, receipt, must be provided. Items must be returned in their original purchased condition. This means:

  • Cellophane wrapping and seals must remain intact.
  • Cartons must not be creased or damaged.
  • Products must be unused.

Items must be returned within 14 days of purchase. Cosmetic items cannot be exchanged due to hygiene reasons.

Please visit your nearest store with your receipt and speak to the store manager, who will be happy to assist you.

Can I use my Student or NHS discount in store?

Discounts and our loyalty programme are not available for in-store purchases. These are online exclusive. 

OUR PRODUCTS

Are your products genuine?

Yes. Beauty Base is an authorised retailer. All of our products are supplied directly by fragrance houses and authorised distributors.

We have been trading since 1975 and operate eight stores across London. All products sold are 100% genuine and competitively priced.