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.
Nice to meet you
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