Frequently asked questions
Payment
How can I pay for my order?
We accept PayPal payments provided that the shipping address is a PayPal confirmed address.
PayPal, the trusted leader in online payments, enables buyers and businesses to send and receive money online. PayPal has over 64 million member accounts in 45 countries. It's accepted by merchants everywhere, both on and off eBay.
Is it safe to use Paypal?
PayPal helps protect your credit card information with industry-leading security and fraud prevention systems. When you use PayPal, your financial information is never shared with the merchants.We guarantee that every transaction you make at Luxury-Care.com will be 100% secure.
Why we require a confirmed address when using PayPal?
We will only accept payments from users who have a Confirmed Address.
For online commerce to thrive, buyers and sellers must feel safe and secure from people they don't know. PayPal's Buyer Protection Guide protects both the buyer and the seller. These safeguards have been recently updated to increase the confidence of both buyers and sellers in the PayPal network.
We will only accept payments from Verified Users. We will NOT accept payments from unverified users.
We will NOT accept payments from International Users since PayPal does not guarantee these purchases under the seller's protection plan (please see below).
We understand that completing PayPal's requirements to become a "Verified Buyer" with a "Confirmed Address" can be a major hassle. But you only have to do it once, and after you complete the verification steps, then buying from all other merchants who accept PayPal will be a breeze. To verify your PayPal account, simply complete the following steps:Go to PayPal's website at https://www.paypal.com/Login to your PayPal account using your email address & passwordClick My Account at the top of the screen. Click Overview under the My Account tab.You will see a welcome screen with your name at the top.Under your name it may show your account as, "Status: Unverified"Click on the blue "unverified" word -- This will take you to a new screen. Click the "Add Bank" button, then follow the step-by-step instructions on PayPal's website to "verify" your account. After you complete this process, then click on My Account at the top of the screen, then click on the Profile Tab. Under Account Information, simply click Street Address and then go through the process to "confirm" your address. Monitor your PayPal account until your status is changed to "Verified" and your address is marked as "Confirmed."
Will you give discounts for large corporate orders?
On selected products we can offer incentives for corporate purchases, please email or call for further information.
Delivery & Return
How long does delivery take?
All UK & EU order are normally dispatched within 1 working days of placing your order.
Saturdays and Sundays are not classed as working days. Signature may be required upon delivery!
Please note : All Maria Galland, Algologie and Matis products will be despatched within 5-7 working days!
UK Delivery: FREE
Delivery usually within 2-3 working days from date of dispatch.
Ireland & Europe: Free for all orders over £50
Delivery usually within 5-7 working days from date of dispatch.
Destination:
Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden.
Tax
We prepay VAT on all orders sent to a UK delivery address. If you live outside the UK* and are charged sales tax, please send us a copy of the tax invoice by email to , within 30 days and we will be happy to refund the charges. We reserve the right, however, to change our tax refund policy at any time without notice. In some cases the sales tax charged may be more than your total order value due to customs administration fees. In these circumstances we are unable to refund more than the original order value.
*Except Brazil. Due to local restrictions in Brazil it is the buyers responsibility to pay all Sales Taxes and Import Duty.
Return
Items can be returned within 30 days of receipt as long as the item is unopened and in a condition fit for resale.
We are not responsible for any changes in product formula made by the manufacturer, unsealed/used product returns based on the change are not accepted. Please contact us with a reason for return.
If you receive the incorrect product please return it and we will refund the postage costs and resend the correct item or give you a refund if preferred.If the item is damaged in transit please provide photographic evidence and we will resend the item or issue a full refund.
Placing an order
I can't find the product I am looking for?
We are constantly expanding our product range and if there is anything you can not find, please advise us. Your suggestion will automatically enter you into our free monthly prize draw to win a £20 voucher to spend with us!
For further information or assistance please contact us using the form below and we will respond as soon as we can.
How do I use a promotional code?
Just follow these steps...
When you finish shopping and all of your items are in your basket, click Cart at the top right hand corner.
Review your order and select Checkout.
Click ADD COUPON and enter your code into the box that appears and select 'Apply'.
The page will refresh and the voucher code will be activated.
For further information or assistance please contact us using the form below and we will respond as soon as we can.
I've found a better price - can you beat it?
If you find a cheaper price, simply show us and we will match it and give you an additional 10% discount!!!
Your web site does not show me the telephone number!
We realise that there are some cases where you just need to speak to someone to answer your queries, however we've found that more than 90% of Frequently Asked Questions (FAQ's) can be answered online.
Maintaining an in-house call centre adds to our costs that in turn force us to increase our prices. The overwhelming percentage of customer's surveyed say they would much rather have lower prices across the board rather than a dedicated call centre. This is particularly true with best beauty, as we have the most comprehensive FAQ section of any competitor in the industry and we continue to expand our FAQ section.
About my order
When will my order be dispatched?
We normally expect to despatch all UK & EU orders within one working day.
If you are based outside the EUyour order will be despatched within five working days.
For further information or assistance please contact us using the form below and we will respond as soon as we can.
Why has my order been cancelled?
If your order has been unexpectedly cancelled or declined please contact us using the form below and we will be happy assist you.
It's worth noting that all our orders are screened for fraud and the most common check is to ensure that the billing information matches the information held by your card issuer.
Alternatively your order may have been cancelled in the unlikely event that the item is out of stock. If we do need to refund an item due to it being out of stock, we will let you know by email and refund the full amount paid for the product.
For further information or assistance please contact us using the form below and we will respond as soon as we can.
I need to change the delivery address on my order?
If you should wish to change the delivery address on your order please use the contact form below immediately.
If you have contacted our Customer Services team within our working hours (Monday to Friday 10:00 to 17:00 GMT) there is a possibility we may be able to intercept your order, however we work very hard to ensure that we pick, pack and dispatch orders very quickly, so it is possible you may already be too late.
For further information or assistance please contact us using the form below and we will respond as soon as we can.
You have taken my money but not sent my goods, why?
A few orders may be delayed due to fraud checking procedures, if this delay is likely to result in late shipment of your order you should have received an email from us explaining the next steps. In some cases our credit insurers or card issuers will ask us to refuse orders, sadly they will not always elaborate on the reason for this with us and you may need to contact your card issuer directly.
On rare occasions an order may get held up in our warehouse due to us finding a problem with the stock we are about to dispatch for example a bottle has leaked, this will on occasions delay shipment by a day.
Sadly on some occasions we may be forced to issue you with a refund if we do not have any further units of the desired item in stock.
For further information or assistance please contact us using the form below and we will respond as soon as we can.
Why have not I received my delivery?
As soon as we dispatch your order you will receive an email confirmation from us confirming that your order has been sent.
United Kingdom and Channel Islands
Standard FREE delivery orders are sent to the UK & Channel islands should normally be delivered within 2-3 working days.
Rest of the World
We send all Standard delivery orders by post, with delivery taking 5-7 days for Europe and 10-14 days for the rest of the world; however deliveries can sometimes incur slight delays if the shipment is either especially heavy or due to local customs procedures that lie outside of our control.
For further information or assistance please contact us using the form below and we will respond as soon as we can.
My order has arrived damaged, what now?
We take the utmost care in packing and shipping your products, although unfortunately some items can, on rare occasion, get damaged in the post. Please contact us immediately using the form below if your order has arrived damaged, making it clear whether you would like a refund or replacement.
In most cases we will request that you return the damaged item to us through our returns process, however if the product is not in suitable condition to do this if you are able to attach a picture to your submission using the attachments field below we may be willing to waive this requirement.
For further information or assistance please contact us using the form below and we will respond as soon as we can.
Why has my order been sent in one than more package?
We apologise in advance for any inconvenience this may cause, but due to strict postal weight restrictions, some orders will need to be sent in more than one package. These packages may arrive at different times.
For further information or assistance please contact us using the form below and we will respond as soon as we can.
What if I have an allergic reaction to a product?
Very occasionally people have reactions to certain products they haven't used before. Please read the manufacturers leaflets which come with most cosmetics and creams to see if they are likely to cause you a problem.
In all cases we recommend you visit your doctor in the first instance.
