Delivery and Returns

UK Delivery

You can order any of our products by telephone or online for delivery to an address of your choice. We aim to ship all orders placed by 2pm on weekdays on the same day. Orders placed after 2pm on a Friday will be dispatched the following Monday, or if there is a Bank Holiday, on Tuesday. In circumstances of exceptionally high order volumes, this may not always achievable. We will contact you if there is a problem.

All orders over £100 in value are entitled to complimentary shipping with the Royal Mail ‘Signed For’ Service. Orders of samples are shipped free of charge.

For all other orders, postage charges are between £4 - £5.50 depending on the weight of items ordered. Your unique tracking number will be provided with shipping confirmation. You can also select Guaranteed Next-Day Delivery by 1pm at the checkout, charged at a higher rate.

If an item is not signed for and returned to us by the mail service, we can arrange to re-ship but this will incur additional shipping costs.

International Delivery

We ship worldwide via the Royal Mail ‘Signed & Tracked’ service. Your unique tracking number will be provided with shipping confirmation. Charges from £10-£17 are calculated automatically on the individual weight of products ordered. Please allow 5-8 days for delivery. Your purchase will need to be signed for.

If you prefer a courier service, please contact us to discuss bespoke delivery options.

There can be additional duties and taxes applied upon receipt of your shipment. These local duties and taxes are to be paid by the recipient. Cosmetics à la Carte Ltd is not required to inform you of such additional costs and is not required to refund such costs.

Cosmetics à la Carte Ltd is not responsible for any local charges that may occur nor can we be held responsible for delays due to customs activities, Royal Mail backlogs, adverse weather or industrial action. We have no control over any third party's processing and delivery times.

Returns and Exchanges

Policies

We hope you love our products as much as we do, but if for any reason you are unhappy with your purchase or it is faulty and would like to obtain a refund or exchange, please follow the steps below within 30 days. Your statutory rights are not affected.

For all items using formulas in our standard range except bespoke blend foundation and concealer, we offer a refund or exchange if returned unopened and unused in original packaging within 30 days of purchase. We reserve the right to refuse an exchange or refund on any goods which have been used or opened for reasons of hygiene, meaning these items are non-saleable.

For bespoke blend foundation and concealer using formulas in our standard range, we offer a re-match, exchange or refund within 30 days if you are not happy with the product. We reserve the right to refuse this offer in the following circumstances i) if the foundation has evidently been used; ii) if the foundation cannot be linked to you because it was not attributed to a customer account at point of sale [our default procedure]; or iii) the foundation blend was not trialled at point of purchase.

We also reserve the right to refuse an exchange or refund on bespoke items made to a unique specification (e.g. unique ingredients, colour-match to discontinued item) as these are non-saleable.

Process

The quickest way to obtain a refund may be in person at our 192 Pavilion Road flagship boutique. You need to have the original receipt and payment card with you as proof of purchase.

To refund by post please contact us first via telephone or email. Then return your items in a package together with your name, address, order number, a convenient telephone number and email address.

Please ensure your parcel is sent by Royal Mail ‘Signed For’ and that you obtain a postage receipt from the Post Office with your tracking number. We are responsible for your parcel only once it has been received by our Head Office and Lab. Items lost in transit will not be treated as returned.

Send your package to our Head Office and Lab Address below:

Cosmetics à la Carte, 102 Avro House, Havelock Terrace, London, SW8 4AS

Once we have received your return our Customer Service Team will contact you.

With all refunds, please note it can take your card provider 3 to 5 working days to credit your account after it has been processed.

An item that was received as a gift can be returned by the recipient for an exchange only if we can be given identifying details of the donor.

Please note you can only exchange or refund purchases from Fortnum & Mason and other retail partners directly from the retail partner where the item was purchased.

Please note we reserve the right to refuse an exchange or refund on any goods which have been used or opened for reasons of hygiene, meaning these items are non-saleable. We also reserve the right to refuse an exchange or refund on bespoke items made to a unique specification beyond our standard ready-to-wear range as these are non-saleable.