DELIVERIES DURING COVID-19 - UPDATED 23 MARCH 2020
Following the UK government's announcement that online businesses and deliveries are permitted to continue operating, orders are being despatched by our warehouse.
With all the disruption, orders may not be shipped as quickly as usual and in recognition of this we are currently offering FREE UK SHIPPING 1st Class Royal Mail on all UK orders.
For all orders sent with Royal Mail's Signed For service, we have been assured by Royal Mail that these are delivered on a no-touch basis for hygiene reasons.
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 UK 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. Please note that a signature may be required on receipt. If you are not at home, Royal Mail will leave their contact details for you to arrange a redelivery or collect from your local Post Office.
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. First Class aims to deliver next day and achieves this the majority of the time but items are only considered lost 10 working days after due date.
We ship worldwide via the Royal Mail ‘Signed & Tracked’ service. Your unique tracking number will be provided with shipping confirmation. Charges from £10 are calculated automatically on the individual weight of products ordered. Royal Mail delivery aim for Europe is 3-5 working days, for elsewhere 5-7 working days and this is achieved most of the time but please note that maximum delivery time may be up to 20 working days for Europe, 25 working days for elsewhere. Your purchase will need to be signed for. Use your tracking number with your local mail provider to arrange a redelivery or a local collection.
Please note there may 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 & Exchanges Policy
We hope you love our products as much as we do, but if you are unhappy with your purchase for any reason please get in touch. Our policies are as follows.
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.
Bespoke Blending Returns
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.
Bespoke Reformulation Returns
We 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.
HOW TO GET A REFUND
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
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 a retail partner directly from the retail partner where the item was purchased.
Problems With Your Order
CANCELLING YOUR ORDER
You have the statutory right to cancel your order at any time up to 14 days after the receipt of the item. Please be aware that orders are usually processed on the same day that they are received. Simply call our mail order team on +44 (0)20 7622 2318 during our opening hours or email [email protected]carte.com with your name, address and order reference number.
DAMAGE IN TRANSIT
If you notice a package is damaged, do not accept it. Inform us within 48 hours to receive a replacement. After you have accepted it, responsibility for the purchased goods passes to you and we cannot make good any damage. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.
INCORRECT PRODUCTS SENT
Our products are picked by human beings, and sometimes they make a mistake! Let us know within 14 days of receipt by emailing [email protected] with a photograph, and we will ensure you receive the correct item.
REVIEW PAST ORDERS
If you are logged in to your account on our website, you can see an order history. If you previously purchased online as a guest or in person at our stores, please contact our customer service team at our Head Office and Lab address.
TIPS AND ADVICE
To find out how to use any of our colour cosmetics and skincare for best results, contact our make-up artists for a free telephone consultation on 020 7622 2318