Call us now: 0800 056 3905
FREE 1ST CLASS DELIVERY
FREE 1ST CLASS DELIVERY
INTERNATIONAL DELIVERY ALSO AVAILABLE

FAQs

Here are some frequently asked questions. If you can’t find the question and answer that you’re looking for on this page, please contact us at pretty@face.co.uk and we’ll be glad to assist you further.


Q. How do I contact you?
A. You can email us at pretty@face.co.uk (the best way to contact us for a swift reply). Alternatively, you can call us on: 0800 056 3905 (free from UK landlines, charges vary from mobile phones).

Q. What time do you open?
A. We open from 9AM until 3PM Monday to Friday (excluding bank holidays).

Q. How do I order?
A. We accept orders via our website only. We are unable to take orders over the telephone, our office is not open to the public.

Q. How does the order process work?
A. Simply browse our website and add any products you'd like to purchase to your basket. Once you've finished browsing click on your cart then click "checkout". You should then follow the on-screen instructions and enter information requested such as your postal address.

Q. Do you take telephone orders?
A. Sorry, we're unable to take orders over the telephone. We can however assist you with the checkout process on our website via the telephone if you get stuck.

Q. What currencies do you accept?
A. We accept GBP only - all prices quoted on our website are in GBP. If you purchase from overseas, please consult your bank or card issuer about the exchange rate.

Q. Can I get a VAT invoice?
A. Yes, a VAT invoice is included with all orders as standard. If for any reason you cannot locate the VAT invoice, or if you'd like a copy invoice, please contact us and we will email one to you.

Q. When will my order be posted?
A. If you order before 2PM Monday to Friday, your order will be posted the same day. If you order after 2PM Monday to Friday, your order will be posted on the next working day. Payment for your order must be cleared before 2PM otherwise your order will not be posted.

Q. How long do orders take to arrive?
A. We use different Royal Mail services but typically items will arrive within 48 hours of being dispatched. If your order has not arrived within 10 days, please contact us so that we can assist you and resolve the problem.

Q. Where do you post to?
A. We post to customers across the UK and Europe. First Class postage is free for customers in the UK. Customers residing outside of the UK, but in Europe, receive FREE Airmail delivery on orders over £15. Orders under £15 will incur a flat rate of £2 for postage. For more information about our FREE shipping policies, please see our Delivery Page.

Q. Do you offer refunds?
A. Yes we do. If your item arrives and you decide you'd like to return it, please contact us within 30 days to arrange a return (the item must be returned sealed and unused). We also offer refunds for items that arrive faulty or not as described. For clarification of our refund and return policy, please read our terms and conditions page here.

Q. Who pays for return postage?
A. If you no longer require the item or change your mind, you will be liable to cover the cost of return postage. If the incorrect item is dispatched to you, or the item arrives damaged, we will reimburse your return postage costs. For clarification of our refund and return policy, please read our terms and conditions page here.

Q. Are your products authentic?
A. Yes. Every single product that we stock is 100% authentic - we do not stock counterfeit or imitation products (ever). As you're probably aware there are a lot of fake items floating around in the world of makeup brushes and false lashes. With that in mind you should be very careful when buying online. All stock we hold can be traced back to the official supplier or distributor. We only source directly from brands or their official wholesale distributors. You can buy with complete confidence when you purchase on our website. If you'd like to discuss this area in further detail or seek confirmation from our suppliers that we stock only 100% genuine products, please feel free to contact us - we'll be happy to help you.

Q. Why is the packaging on the item(s) I've received different to the picture(s) on your website?
A. The brands we work with are constantly updating their packaging. While we make every effort to ensure product pictures on our website are identical to the item you receive, occasionally packaging may vary. The actual product itself is identical - it's just the packaging that's slightly different. If you'd like to discuss this further please contact us right away - we'll be happy to assist you.

Not found your question on here? Please contact us at pretty@face.co.uk now so we can assist you further!