HOW MUCH IS DELIVERY?
Standard Delivery is £0.99 for UK orders over £15/non-UK orders over £50.00 (except for mainland China and Hong Kong).
We have One worldwide shipping options; Standard Tracked Delivery;
We also offer Saturday and Sunday delivery for limited post codes within the United Kingdom for orders placed before 2pm. The following shipping guidelines are applicable to orders placed before 2pm on any given day.
You will have the opportunity to select your preferred delivery method as your proceed through checkout, and will be able to check the total order value (including postage and packaging costs) before you complete the transaction.
Standard: £0.99 Once despatched 2 – 5 business days
Standard: £0.99 Once despatched 2 – 5 business days
Western Europe & North America
Standard Tracked: £6.99 Once despatched Standard Delivery 1 -5 Working Days
REST OF EUROPE
Standard Tracked: £4.95 Once despatched Standard Delivery Tracked 5-10 Days
Long Tracked – Post Office : £1.99 Once despatched 7- 35 WORKING DAYS
Rest of the World
Standard Tracked: £5.50 Once despatched 5 – 15 business days
HOW LONG WILL MY ORDER TAKE TO REACH ME?
Standard Delivery is a Royal Mail 2nd class (2-3 business days) or Standard International service. Items are not tracked and delivery speeds may vary depending on country..
HOW CAN I TRACK MY ORDER?
If your order was sent via a shipping partner that offers track and trace, they will email you directly to advise of the status.
HOW DO I QUALIFY FOR FREE DELIVERY?
We offer free shipping on all orders over £50.00 (UK) or (non-UK) (or $, € equivalent), as soon as you reach this threshold, any delivery costs will be deducted.
WHICH COUNTRIES DO YOU SHIP TO?
We deliver our products worldwide, with a handful of exceptions.
DO YOU DEDUCT VAT ON ORDERS INTENDED FOR NON-EU DESTINATIONS?
Yes. Orders delivered to countries outside the EC fiscal area will not have VAT (UK Tax) charged on them. Please note that depending on your order and country, you may be liable to pay local taxes and duties on receipt of your order, for which Cult Beauty cannot accept liability.
I CAN’T ACCESS MY ACCOUNT, WHAT SHOULD I DO?
If you’re having difficulty accessing your account, the most likely reason is that your email address and/or password have been entered incorrectly.
Check the spelling of your email address and if you’re still unable to log in, you can request a new password by clicking the relevant link.
This should allow you to access your account and amend the password to that of your choice.
However, please be aware that placing an order does not automatically mean you’re registered as a dripbay ‘user’. You need to complete the account set-up procedure by assigning a password to your email address/username.
HOW DO I AMEND MY PROFILE?
Once you’ve signed in, you can click ‘my account’ which will enable you to check your orders and make a number of amendments:
- Check the delivery status/tracking information for your most recent purchase.
- View your order history and wishlist.
- View any product subscriptions you have running.
- Check the credit level on any Gift Cards or store credits.
- Read any product reviews you’ve left.
- Edit your email address/password settings.
- Update your profile (display name, age range, occupation, region, newsletter subscriptions)
HOW CAN I RE-SET MY PASSWORD?
If you’re registered with a relevant email address (one without any misspellings) you can simply click ‘forgotten your password?’ on the sign in page.
A new password will be automatically triggered and emailed to the address you provided.
If the problem persists, please contact a member of our customer service team, who will be able to manually re-set your password, in turn allowing you access to your account.
WHICH METHODS OF PAYMENT DO YOU ACCEPT?
We accept payment via all major credit and debit cards.
I HAVEN’T RECEIVED AN ORDER CONFIRMATION, WAS MY ORDER SUCCESSFUL?
An email confirmation is automatically triggered upon order completion; however there are a number of reasons why you haven’t received one.
If you’ve made a mistake when submitting your email address
The confirmation may have been blocked by your spam filter so check your Junk folder. The word ‘Makeupbyhollys’ in Makeupbyhollys sometimes triggers the more fervent firewalls!
There may have been a ‘time-out’ issue at checkout or a dropped internet connection, which prevented the order from being successfully triggered.
If you have an account, you can log in and check your order history to see if the order is listed. Otherwise, contact our customer service team who will be able to confirm the payment/order status.
MY ORDER HASN’T ARRIVED.
If you have concerns regarding the whereabouts of your order, the first thing to do is consult our delivery guidelines (detailed above).
If the estimated arrival date, based on the above guidelines has elapsed, then depending on your chosen delivery method we advise the following course of action:
- Standard Delivery: Contact your local delivery/post office to see if they’re holding anything for you.
If however, you’re still unable to locate your goods, please contact us via email.
MY ORDER ARRIVED DAMAGED
We want all of our orders to reach their destinations in perfect condition. If your order arrives damaged, please email photographs as soon as possible – including details of any leaks, breakages or signs that the outer parcel has been tampered with. Please retain the product and packaging until the issue has been resolved.
Please send relevant images to facebook team.
MY ORDER ARRIVED INCOMPLETE
Our warehouse team are incredibly conscientious but occasionally mistakes do happen. If an item is missing (and you weren’t made aware of a stock shortage) or you’ve received something other than you were expecting, please make our customer service team aware of any issues as soon as possible; attaching photographs if relevant.
For missing items, we will verify with the warehouse and arrange dispatch of the relevant product as quickly as we possibly can.
If we’ve sent you a product in error, we ask that you email a photograph showing what you’ve received (if possible) so we can make the appropriate arrangements.
WHAT IS YOUR RETURNS POLICY?
If for any reason you’re dissatisfied with your purchase, we will gladly offer a refund on all products returned to us within 14 days of your receipt, provided they are returned in their original packaging, in an unopened and unused condition.
Please be aware that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.
I’VE RECEIVED THE WRONG PRODUCT, HOW DO I GET THE RIGHT ONE?
If we’ve mistakenly sent you something other than what you ordered, please contact our customer service team (Facebook Team) as soon as you receive your parcel, together with relevant photographs if possible.
Photographs help us to react quickly to any order issues, as well as to substantiate any claim we may need to lodge.
We’ll then endeavour to dispatch the correct item as the same day (or next working day, if complaints are lodged after 3pm GMT).