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Frequently Asked Questions

Questions

What payment methods can I use on Urban Retreat Beautique?
Is ordering online at Urban Retreat safe?
Can I order by phone?
I have a discount code, how do I use it?
I’m having problems placing an order, what should I do?
How do I redeem the value on my Urban Retreat Beautique voucher?
The item I want to order is out of stock, what do I do?
What is a pre-order?
What happens after I place an order?
How long will it take me to receive my order?
What's your Returns Policy?
How much will I pay for postage?
What is Ask Sara?
Will you sell my personal details?

Answers

What payment methods can I use on Urban Retreat Beautique?

We accept all major credit and debit cards including: Visa, Visa Debit, Visa Electron, MasterCard, and Maestro.

Is ordering online at Urban Retreat safe?

Our consumer’s safety and security is of the up-most importance to us which is why we have been checked and verified by thawte SSL Web Server Certificates which encrypt all data to and from the site to protect our customers details. We have also passed the SecurityMetrics Site Certification vulnerability scan which means we have met the PCI data security standards.

Can I order by phone?

We do not currently have a telephone order line however our customer service assistants are available to help process orders between the GMT/BST hours of 9.00am-5.00pm Monday-Friday +44 (0)844 571 0116. Or alternatively you can email enquires@beautique.com for online assistance.

I have a discount code, how do I use it?

We have a promotional code box situated at checkout where discounts are to be entered. Please take care when entering codes as they are case and space sensitive. Customers may only redeem one code at a time so we advise customers to choose the promotion best suited to their purchase.

I’m having problems placing an order, what should I do?

Making your order process as easy and accessible as possible is a top priority to us at Urban Retreat. On the rare occasions where ordering issues occur we have an experienced customer service team who aim to fix any problems. Our Customer Service team can be contacted on the phone GMT/BST hours of 9.00am-5.00pm Monday-Friday +44 (0)844 571 0116 and enquires@beautique.com .

How do I redeem the value on my Urban Retreat Beautique voucher?

Your Urban Retreat Beautique Gift Voucher is redeemable by entering the code into the promotional box at checkout. It is the same box that discount codes are entered. If you also have a promotional or discount code then we advise customers to enter the voucher code first and then enter the discount code.

The item I want to order is out of stock, what do I do?

In the unfortunate circumstance that the product you want to order is out of stock then we advise all customers to enter their email address into the box provided on the product page in order to receive a ‘back in stock’ notification. Alternatively you can call our customer service team as they may be able to organise a transfer from stock in one of our locations. Please call between the GMT/BST hours of 9.00am-5.00pm Monday-Friday +44 (0)844 571 0116.

What is a pre-order?

For some highly anticipated, limited edition products we set up a pre-order facility so customers can purchase these goods prior to their launch date. We will despatch these products as soon as we receive our delivery, customers must be aware that there will be a delay with the delivery of pre-order goods and next day delivery is not a shipping method available for these items. The launch date will be noted within the product description.

What happens after I place an order?

After an order is placed you will receive an email notification which acknowledges the receipt of your order. You will then receive a despatch email alert notifying you that the order has left our warehouse and is on its way to you. In the unlikey event where we are unable to fulfil your order a member of our customer service team will contact you with the details provided to advise you of this issue. We reserve the right to decline or cancel an order at anytime.

How long will it take me to receive my order?

We aim to despatch all orders within 48 hours of customers placing an order, excluding weekends. UK orders should take no more than 4 days to arrive international orders may vary. In the unlikey even t that an order is lost in the post we ask customers to wait 21 days before we are able to replace any items.

What's your Returns Policy?

If you wish to return an item you have purchased then we will be happy to offer you a refund, exchange or replacement on all items returned to us within 14 days of your receipt providing they are in their original, unopened and unused condition. For all UK orders a free post address label is included in orders so customers are able to return items free of charge. For international orders we advise getting in touch with our customer service team to seek advice. All returned products will be examined and we are unable to refund anything that has been used or opened for hygiene reasons. We will process and refund your return within 48 hours of receiving it the item in the post. In some cases we may need to send a faulty or defective product to its manufacturer, in this case we request that all communication is between the manufacturer and the customer directly.

Please call between the GMT/BST hours of 9.00am-5.00pm Monday-Friday +44 (0)844 571 0116.

Email: enquires@beautique.com
Return Address:
Returns Department
Beautique UK Ltd,
Unit 5,
3 St Leonards Road,
London,
NW10 6SX, UK

How much will I pay for postage?

Check our Delivery Information by clicking here .

What is Ask Sara?

Our in-house beauty writer, Sara seeks the best advice from Urban Retreats top beauty experts and therefore answers to questions can take a little longer, Sara aims to answer questions within 48 hours of being asked. For questions in regards to stock, prices and ordering it is best to contact our customer services team, enquires@beautique.com

Will you sell my personal details?

We are registered under the Data Protection Act 1998 (Registration P29375346) and are fully committed to protecting your privacy. We will only use the information that we collect about you lawfully in accordance with the Data Protection Act. By purchasing and signing up to our newsletter you are giving us the right to contact you via email. If you ever want to unsubscribe from our newsletters you simply need to follow the unsubscribe link in the newsletter. We will not pass on your information to any third parties without your consent.

 
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