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FAQ

Delivery

We send you an email as soon as your order is on the way, so that you can find out when it will arrive.

For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.

Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbor or been taken to a local depot.

Our Delivery Information page can give you more information and timescales.

All our delivery options can be found on our Delivery Information page.

Our Delivery Information page can tell you the timeframes associated with our different delivery options alongside their costs.

It is possible yes.
Any order placed for delivery outside of the UK could result in custom charges or import duties. The recipient of the parcel will need to pay any applicable charges prior to receiving their goods.
As we do not have control over these charges, we are unable to advise what the cost may be.

Do not worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.

This card is from the courier and lets you know where your parcel is and how you can collect it.

Ordering

It is easy to place an order with us. Once you have found the product you want, you will need to click ‘Add to basket’. You can either carry on shopping or click ‘View Basket’ if you have got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise, you will need to enter the details manually.

Check everything is correct and you are good to go. We will send you an email as soon as the order is on its way.

Yes, click on the ‘My Basket’ icon at the top of the page and you will be able to see the item(s) you have in there so far.

Use the + button to stock-up on your favourite items, or the – button if you have selected too many. If you want to remove an item completely then click the x button.

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses, but you can choose to add a new one by clicking ‘Add a new address’.

We will send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

Your account makes it easy to keep track of all your orders.

Once you have logged in, you will see each individual order that you have placed with us. Select the one that you want, and you will be provided with all the details you need about that order.

We will also send you a dispatch email as soon as your order is on the way.

Your account will show any previous orders you have placed.

Click on the order you want to view to find out more. If the order has been sent tracked, then you will be able to click through to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

If you cannot find the information that you need, click on ‘Message’ below to contact our Customer Service team.

We are sorry to hear you want to cancel.

If there is anything that we might be able to do that means you do not have to cancel, then you can contact our Customer Service team via the ‘Still need help?’ section (below).

If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.

We will send you an email within an hour to let you know if the cancellation worked.

If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.

You can visit our Returns Policy to help you get the order back to us instead.

Do not worry we understand that this can happen; you can try and cancel the item in your account.

You will need to click on the item and choose the cancel option. We will send you an email within an hour to let you know if it worked.

If you cannot cancel, then you can send the item back to us. It is best to refer to our Returns Policy to find out how.

If you still need help, then you can send our Customer Service team a message via the ‘Still need help?’ section (below).

Once you have placed your order, we cannot make any changes to it.

If you want to try and cancel so that a new order can be placed, then you will need to log-in to your account.

Select the relevant order and you will see that you can choose to cancel individual items or the whole order.

We will send you an email within an hour to let you know if the cancellation worked. Please do not place a new order until you hear from us.

We are really sorry that happened as we aim to provide high quality items to all of our customers.
So that we can look into this for you, please contact us via the ‘Still need help?’ section (below).
To speed the process up, it would really help if you could find the information below before contacting us, do not worry if you cannot though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we have looked into the fault, we will let you know what we plan to do next by sending you an email.

We are really sorry to hear that, sometimes things can go wrong but do not worry as we can help. Please send us a message via the ‘Still need help?’ section (below).
We will need to know the following information so that we can fix this for you-
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.

We take pride in our products, so we are sorry to hear you have received your order damaged.

Sometimes things can go wrong but do not worry, as we can help. Please send us a message via the ‘Still need help?’ section (below).

Please do not throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.

As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment.

Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there, then you will need to allow longer for it to be delivered.

Payment and Discounts

We offer a variety of online payment methods to ensure our customers can place orders with ease.

  • Visa
  • Visa Debit
  • Mastercard
  • Maestro
  • PayPal

 

You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.

We do this to ensure that our customers are safe while they shop.

Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).

We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.

If you are seeing the status ‘Payment Problem’ on one or more of your orders, then this means that we need you to check the payment information that has been submitted.

Click onto the order and you should see an option to resolve the problem. Before re-entering any card details, you will need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

Once you place an order, the payment will show in your account as pending until we send the products to you.

The pending transaction is telling you that the payment is authorised to be taken.

If you want to add new payment details, then you will need to do this at the checkout stage.

Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty brands with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.

Once you have found all the items that you want then to click ‘My Basket’, you’ll see a box located below your list of items which says ‘Got a discount code? Enter it here’.

Add your discount code into this box and click ‘Add’ to apply the discount.

We are sorry to hear your code is not working, you will need to check that you are not trying to use more than one code per order and that your item is not excluded.

My Account

You can register before you can place an order with Venus Cosmetics.

As long as you have a valid email address, then you can head over to our sign up page to get in on all the beauty action.

We will automatically sign you up when you register so that we can make sure you are in the know regarding all our special offers.

You can stop these emails by logging into your account and selecting the ‘Email Preferences’ option.

It is easy to make changes to your details, whether it is your payment information, password or address book.

Log-in to your account and you will see a range of categories at the bottom of the page under ‘Account Settings’.

You can rest assured that shopping with Venus Cosmetics is safe.

We are fully compliant with the data protection act, so we care about keeping your details secure.

For further information, please visit our Privacy Policy page.

Do not worry, if you visit our log-in page and select ‘Forgotten your password?’ then you can enter the email address registered and we will send you instructions on how to get this reset.

If you no longer want to receive our exclusive offers and promotions, then you can log-in to your account and select the ‘Email Preferences’ option to make this change.

My Account

You can register before you can place an order with Venus Cosmetics.

As long as you have a valid email address, then you can head over to our sign up page to get in on all the beauty action.

We will automatically sign you up when you register so that we can make sure you are in the know regarding all our special offers.

You can stop these emails by logging into your account and selecting the ‘Email Preferences’ option.

It is easy to make changes to your details, whether it is your payment information, password or address book.

Log-in to your account and you will see a range of categories at the bottom of the page under ‘Account Settings’.

You can rest assured that shopping with Venus Cosmetics is safe.

We are fully compliant with the data protection act, so we care about keeping your details secure.

For further information, please visit our Privacy Policy page.

Do not worry, if you visit our log-in page and select ‘Forgotten your password?’ then you can enter the email address registered and we will send you instructions on how to get this reset.

If you no longer want to receive our exclusive offers and promotions, then you can log-in to your account and select the ‘Email Preferences’ option to make this change.

COVID-19

According to the World Health Organisation (“WHO”), the chances of contracting COVID-19 from an inanimate object are very low. However, Venus cosmetics is constantly monitoring the situation (and any official advice issued in connection with the same) and Venus cosmetics is taking sensible measures to protect customers and staff. We suggest you review the WHO website for latest advice in this regard.

Specifically, in respect of the threat of COVID-19, additional measures implemented by Venus cosmetics currently include the following:

  • We are adhering to UK Government guidelines and supporting employees who need to self-isolate for 7 days, should they have any concerns or show flu-like symptoms, have a high temperature or a persistent cough
  • In addition, we are taking extra precautions on reducing any touch and transmission points throughout all Venus cosmetics premises and workplaces.

 

COVID-19 Delivery Measures

In response to COVID-19, all our carriers are taking precautionary measures to ensure the health and wellbeing of their drivers and our customers.

Please be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority.

There is currently no impact to our delivery services at this stage, however we encourage all customers to use your home address for delivery.

You can see all carrier guidelines and measures upon visiting the nominated carrier website, emails will be provided upon dispatch to confirm delivery information.

We hope that you understand and appreciate the measures that have been implemented are to protect you and ensure we can continue operate as normal.

Returns and Refunds

Please refer to our returns policy page for more information.

Please refer to our returns policy page for more information.

All we ask is that the item(s) are pristine. Meaning they are unopened, in their original packaging and any retail seals are unbroken.

Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your return please log-in to your account and contact our Customer Service team

As soon as we receive your order, we will review the reason for return and let you know what we plan to do next.

You should receive an email to notify you of any action taken.

Your refund should be returned to your account within 5 working days and we will send you an email to let you know it is on its way.

If you do not receive your refund and it has been 10 working days since you received our email, then you will need to contact our Customer Service team through your account.

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