FAQs
[Shipping]
How long does dispatch take?
How long does dispatch take?
- Please check our shipping page HERE for the most up to date dispatch times. 1. (Can we make the 'HERE' text btn to redirect the my account page?)
Where do you fulfill from?
Where do you fulfill from?
- Our warehouse is based right in here in the U.K. (North London). This means there are ZERO import/customs fees for you. and you get your products in as alittle as 1 business day!
Do I have to pay customs?
Do I have to pay customs?
- UK ORDERS
1. Nope , never! Because we are based in the U.K. there are NEVER any additional customers or import fees - that means none of the wait time either.
- INTERNATIONAL / EU ORDERS
1. At either the point of delivery or during the clearance process you may receive notification that there is an additional customs charge. We are not responsible for this and it is always subject to your local rates and taxes.
2. However, we do offer a complimentary reimbursement for customs charges
How long does delivery take?
How long does delivery take?
- FOR UK ORDERS
- FOR EU ORDERS
- FOR INTERNATIONAL ORDERS
Can I pick up my order instead?
Can I pick up my order instead?
- At the moment we do not offer a click and collect service to our stores
- This is however something we are working on
[Order]
Do you have a physical store?
Do you have a physical store?
- We do indeed! Check our store page HERE to find your nearest Beliora ---
How can I change/cancel my order?
How can I change/cancel my order?
- Please contact us as soon as possible for a to request a product change or cancellation.
- We hope you can understand this will solely depoend on whether or not your order has been fulfilled.
- CONTACT US
Can I change my delivery address?
Can I change my delivery address?
- BEFORE DISPATCH
1. Please contact us as soon as possible if you need to make amendments to your delivery address. We hope you can understand this will soley depend on whether or not your order has been fulfilled.
- CONTACT US
- AFTER DISPATCH
1. If your parcel has already been dispatched, Please understand we are unable to update the address or reroute the parcel. You may however, be able to request a collection fro your post office, or delivery to a nominated safe place using the Royal Mail app. Otherwise please get in contact with us for further assistance.
My order is missing products/ I have recieved the wrong item
My order is missing products/ I have recieved the wrong item
- All our orders are hand-packed with love, and sometimes mistakes are made (we are only human after all).
- If you believe we missed an item, or you were sent the wrong product, please let us know via our contact form HERE, and we will do our best to make things right.
- Our apologies in advance
I didn't receive an order confirmation
I didn't receive an order confirmation
- If it seems you didn't receive a confirmation email, please follow our check-list below;
1. Please check your spam folder
2. Please check all email accounts. sometimes, during the checkout stage it might auto-fill an alternative email address. Please double-check alternative accounts first
3. Did you use apple pay or Paypal? Sometimes express checkout options might send a text. or an alternative email address (This depends on your personal settings within the apps used to pay) If you setill can't locate the confirmation, and are adamant that you have been charged.
4. Please contact us HERE
[Return & Refund]
Can I get a refund for my order?
Can I get a refund for my order?
- All orders are eligible for a refund provided you notify us within 14 days of receiving the order, and the items are unopened.
- Please check our Refund/Returns policy for specific information.
Are there any items that can't be refunded?
Are there any items that can't be refunded?
- For hygiene reasons we can't offer a refund on unsealed cosmetics, for example, used lipsticks and mascaras. This includes skincare where the safety seal has been broken.
Why haven't I received my refund?
Why haven't I received my refund?
- We will try to process your refund within 3 working days of receiving the returned parcel (provided it meets our refund policy requirements).
- PLEASE NOTE
1. Depending on your bank, it can take up to 3-4 working days for your refund to fully process back to your account.
2. The amount can only be refunded to the card used to initially place the order.
3. We can not be responsible if the refund is subject to admin processing fees put in place by your bank.
My order is missing products/ I have recieved the wrong item
My order is missing products/ I have recieved the wrong item
- All our orders are hand-packed with love, and sometimes mistakes are made (we are only human after all).
- If you believe we missed an item, or you were sent the wrong product, please let us know via our contact form HERE, and we will do our best to make things right.
- Our apologies in advance
I didn't receive an order confirmation
I didn't receive an order confirmation
- If it seems you didn't receive a confirmation email, please follow our check-list below;
1. Please check your spam folder
2. Please check all email accounts. sometimes, during the checkout stage it might auto-fill an alternative email address. Please double-check alternative accounts first
3. Did you use apple pay or Paypal? Sometimes express checkout options might send a text. or an alternative email address (This depends on your personal settings within the apps used to pay) If you setill can't locate the confirmation, and are adamant that you have been charged,
4. Please contact us HERE