FAQs

If we are affiliated with or an official stockist we will clearly state this. We do not and never will state we are an official stockist for a brand that we are not directly affiliated with.

We choose not to be direct with certain companies due to a variety of reasons, this can include but is not limited to: 

• Wanting too much control over either prices or what we are allowed to sell
• Large minimum order quantities
• Rules stating we must purchase less popular products in order to be able to purchase best selling items
• Rules on sales channels we are allowed to sell on. 

This does not mean our products are not 100% genuine and we are more than happy to prove this to any authorities that wish to check.

All products on this website are 100% genuine, purchased either straight from the manufacturer/brand owners or via official distributors/stockists, either directly or by way of 3rd party.

We actively report any sellers or companies we find that are selling fake/counterfeit products.

All products sold on this website plus our EU website (londonlovesbeautyeu.com) are brand new and unused.

Please remember you are fully covered by purchasing from us via Trading Standards and Long Distance Selling regulations in the UK plus Mastercard & Visa rules as well as full protection from Apple if using Apple Pay and Paypal Buyer Protection, so shop with confidence, we are here to build a great company you can rely on.

Due to security reasons, we are unable to change delivery addresses once orders have been placed. The only way would be to cancel the order if it is not processing or has shipped and then re-place the order with the alternate delivery address.

Yes of course please email [email protected] and we shall try our best to make these available for sale.

Look for us expanding greatly the products and brands available on this site over the coming months.

Sorry, for now, we are internet only.

We hold stock in the UK of items that we sell but not all. Some have to be held in our USA warehouse this can be for a variety of different reasons such as certain brand/item has to be purchased as a personal importation, certain brands will not allow us to keep stock, certain products may be extremely limited, certain products may have short use-by dates etc as one of our main goals is to ensure you get the freshest products available. This can add to the processing time of your order.

Should a product be ordered that is no longer available then we will first try to locate the item, if this fails then we will notify you and give you the option of a full refund or a substitute item if available. At any point, prior to shipping, please remember you can cancel and have a refund should you wish.

Please feel free to email us at productavailability@londonlovesbeauty.com and we will be only too happy to advise. 

Yes, we offer this type of payment service from Klarna, Clearpay, Paypal & Laybuy, all available at checkout.

From time to time we do yes, but due to the current failings of Sterling due to the UK vote to leave the EU we are unable to offer such discounts at this time. Please keep an eye on the site as we will promote when we are able to resume these discounts.

To amend or cancel an order please email our Customer Loyalty team at [email protected] and they will be happy to help.

We are unable to cancel or amend any orders that are in the process of shipping or have shipped.

When we issue discount coupons for either a % off your order or a flat £ amount off just enter the code given at checkout and your total payable will reflect this discount. Please note any ineligible items will not have any discount taken off them.

Please allow up to 28 working days for your refund to be processed. As a rule refunds to credit or debit cards can take 3 – 5 working days once issued, this timeframe is out of our control and is at the bank’s discretion.

For other payment methods such as Paypal or Buy Now Pay Later payment methods we would advise you to contact them directly for this information.

Please check your spam folder before contacting us as we find emails can get caught and placed there. You will need to then save or approve our email address to stop this from happening.

This usually happens if your order is over €150, please make sure your order total is below this figure and you should then be able to place your order.

Yes you can.

Yes, all items we sell are brand new. 

With items such as palettes, we do check for damage once they arrive with us as a lot of the products we sell travel a very long way to be with us. Once the item is sold we will also give it a final check-over before packaging up and shipping it to you to make sure it is in perfect condition.

Products will not of course be used in any way.

If you have received a partial delivery of items ordered please do not worry. The rest of your order will follow and be delivered shortly after. This is due to us having multiple locations where our stock is stored.

You should be notified via email if your order has been shipped out as a partial. 

Typically if a payment fails on our website for whatever reason your credit company could “reserve” the payment on your account. Usually within 3-5 business days this charge will “drop off” and the funds will be back on your account.

We have no control over this and we will not even see your order if it fails. 

For further information we advise to contact your card provider or bank.

This order status means we are processing your order and it should go to a fulfilled (shipped) status asap.

Due to us being a very small company our processing time can be between 5 to 7 working days depending on a number of factors such as enhanced health and safety measures, busy periods or circumstances beyond our control.

We thank you in advance for your patience should this be the case.

All products returned MUST be still factory sealed and not opened in anyway shape or form unless instructed by us prior to returning.

PLEASE NOTE: No returns or refunds given for liquid products or any product that we cannot tell if it has been opened or used (no seal) this is for customer safety and hygiene reasons (example Liquid Lipsticks with no seal to break to open).

All returns must be within 14 working days (not including weekends or bank holidays) after the day on which the goods were delivered.

If you have cancelled an order and wish to return it unopened then all mailing costs must be paid by you (the customer).

London Loves Beauty will pay only 1st or 2nd class standard postage for UK customers or standard (basic) return postage (none signed for) for International returns should you wish to use your own shipping methods. No return postage shall be refunded for returns other than faulty or incorrect items. We will not cover any other shipping services such as recorded, special delivery, signed for International etc should you wish to send back by these services, these charges are borne by you (the customer).

Should an item arrived faulty or damaged you have 7 working days from the date of delivery to notify us of any issues, you then have a further 7 days to return the faulty/damaged item(s). All faulty/damaged returns must have all packaging including the delivery packaging for inspection by courier and postal service. 

IMPORTANT: Please be sure to obtain a proof of posting when sending items back to us, in case of loss. If you do not and the item goes missing on route back to us, no party will be able to file a claim for the loss. Please make sure any insurance coverage is enough to cover the cost of goods being returned.

Once the faulty item has been received by us and checked for errors we shall dispatch a replacement if required. If you do not require a replacement then we will issue a refund for that particular product ONLY.

If receiving goods from couriers please be sure to note any damage to outer packaging and reject the parcel/parcels if appropriate – London Loves Beauty cannot be held responsible for replacement of damaged products which have been signed for and accepted.

IMPORTANT: When accepting packages you must ALWAYS write the words “contents not checked for damage” next to your signature, in the event of damage this will enable a claim to go forward. If you do not sign this way and a problem is later found then we are unable to assist with a claim.

London Loves Beauty also reserves the right to refuse certain return items due to hygiene and health & safety reasons, subject to London Loves Beauty discretion.

We take all major credit & Debit cards inc Visa, Mastercard & American Express.

We also take payment via Paypal.

We also have the following Buy Now, Pay Later options:

• Klarna
• Laybuy
• Clearpay

We also take the following Crypto currencies:

• Bitcoin
• Bitcoin Cash
• Dai
• Ethereum
• Litecoin
• USD Coin

We display all our prices in GBP but you can select your own currency using our currency selector if it does not auto-detect your country.

Upon checkout, you can select to be billed in your own currency.

If you live in the EU all items include all import tax, duties & courier clearance fee charges, unlike if you ordered off a US company which can really mount up when ordering from outside of the EU trade zone.

To return an item to us you will be sending it back to a UK returns address. When sending anything back to the USA you will have to apply to have any import tax & duties refunded back to you which means paperwork, plus any advance clearance fees paid will not be refunded back.

As a company, we feel it is important that our customers are fully protected under EU Trading Law purchasing from us and you have certain rights that you will not have if ordering from USA.

For delivery addresses within the EU all prices include import VAT only.

The value of the products ordered by EU customers must be below €150, this figure does not include shipping or VAT figures it is just the intrinsic value of goods.

Certain brands and or products may ship from the USA directly to you on a personal importation basis, but we guarantee there will be no additional charges such as import VAT to pay should this be the case.

If you live outside of the EU then you could have to pay additional taxes upon delivery of your order. London Loves Beauty will not be liable for paying these additional charges and we would advise consulting with your local Customs to check as to what these charges could be.

Sorry, for now, we are internet only.