Frequently Asked Questions
Here is what everyone is asking! If your question hasn’t been answered here, then please contact us using the contact form on the contact page of Eseller2u.com.
- How do I use a promotional code?
Please add your code at the checkout where you’ll see the ‘Promotional Code’ box. Type your code here, click ‘apply’ and, if it’s valid, your discount will be applied. Tip: Heads up: it’s just one code per order please.
- Having issues applying promotional codes?
1. Oh no – you’re out of time! That code could’ve expired now as we run offers for a limited time. 2. Trying to use two codes? Sneaky! We love giving you discount, but ask that you only use one code per order please. 3. Double check your delivery option. Some of our codes only work when you select a specific delivery option. 4. Check for typos. We all do it – double check you haven’t mistyped the code in your mad dash for discount. Compose. And re-type. 5. Check you’ve only picked products from the category on offer.
- What should I do if I've forgotten to use my promotional code?
Unfortunately, we are unable to manually enter discounts after the order has been completed.
- How will I earn points?
It’s easy to earn points- you will earn 1 point for every £1/€1 you spend in store and online at BeautyStoreOnline.co.uk. To earn points all you need to do is have an account with us.
- Can I earn points on anything?
You can earn points on nearly everything online.
- How can I check how many points I’ve got?
Your points balance will be updated every time you purchase an order. You can check your rewards and point when logging into your account under the rewards and points section.
- How long do my points last for?
Your points will stay on your account until you use them to claim a reward.
- How do I spend my points?
You can spend your points, once you’re have enough points to buy a particular product. Products available to purchase with points will have the amount of points needed on their product page.
- Do I have to order online?
Yes, as we are an online retailer you can only order online. This is the best way to pay. It is fast, safe and secure.
- How can I pay for my order?
We accept the following payment cards: Visa, Visa Debit, MasterCard, Solo, Maestro, Electron and American Express. We also accept PayPal, Ideal, Giftcards and prepaid debit cards.
- Is it safe to order online?
You can be assured that shopping with Eseller2u is safe! As all our transactions go through Sage Pay.
- How do I know that you have received my order?
When will my order ship?When will my order ship?When will my order ship?
- When will my order ship?
Once you've placed your order, you will be directed to an order confirmation message, which will contain your order number. This information will also be emailed to you, but it could take up to 30 minutes to arrive in your inbox! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you. If an email does not appear to have been received, please check your spam folder.
- Can I make changes to my order?
Unfortunately, once you've placed your order, our warehouse team will have already started processing your order!
- Can I track my order?
Tracking your order is easy! Log into your account and follow the instructions provided.
- Can I cancel my order?
To make sure you receive your items as fast as possible, we start processing your order as soon as we receive it. This means that once your order has been placed we cannot stop the process of items being sent to you, you will need to return the items to us.
- What should I do if I receive an incorrect or faulty item?
We're sorry to hear that you've received an incorrect or faulty item. Please send us a message with your order ID, the name/product code of the item you were supposed to receive and further details of the problem within 30 days of receiving your order. Please see 'How do I return an item?' for details on how to return an item to us.
- Can I exchange an item?
Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice.
- Where do you deliver to?
Our UK shipping service includes England, Scotland, Northern Ireland and Wales, together with the Channel Islands, IOM, IOW and the Highlands and Islands of Scotland. We also ship to over 200 countries worldwide and currently offer an International Shipping Service which includes USA, Canada, New Zealand, Australia, and the following countries within Europe: Albania, Andorra, Armenia, Austria, Azerbaijan, Azores, Belgium, Bosnia & Herzegovina, Bulgaria, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldova, Monaco, The Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, San Marino, Slovakia Republic, Slovenia, Spain, Spitsbergen, Sweden, Switzerland, Turkey, Vatican City State (Holy See).
- Will I be charged customs and import duties?
Depending on the value of your order, your Eseller2u parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs. Unfortunately, these charges are out of Eseller2u hands, and vary widely from country to country, so we’re unable to predict what your particular charges may be. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
- What if I am not in when my parcel is delivered?
The shipping company may leave the parcel with a neighbour, or if there is a safe, secure location at the property they may leave the parcel there. The shipping company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been shipped to, how to contact them to re-arrange a shipping time or to advise where you can collect your parcel from. If you are a UK customer, please contact Customer Services via the Contact Us form on this page if you require further help in rearranging a delivery.
- Can you deliver to a different address than my billing address?
Yes! You can have your parcel shipped to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organisation in the address field, as well as the contact name to ensure your parcel is successfully delivered.
- What if my parcel does not arrive?
We ask if you could patiently wait up to 4 days after the promised delivery date to receive your parcel in case of a delivery delay, but we will do our best to get your parcel to you as fast as we can. If you have still not received your order after this time, print out the attached form here, complete the details and either scan it or send it back to us, the address is on the form. We will then progress an investigation with the carrier on your behalf. We will keep get back to you within 7 working days.
- How long do I have to return an item?
If you are a customer in the European Economic Area (EEA), you have a legal right to change your mind within 14 days and receive a refund for most products that you buy from us online. If you would like to cancel an order because you have changed your mind, you must tell us no later than 14 days after the date you receive the last of your items and you must return your items to us within 14 days of notifying us that you would like to cancel your order. If you receive an incorrect or faulty item, we will let you know whether you need to return the item to us and if you wish to exercise your legal right to reject the item you must return it to us. For USA, Canada, Australia and New Zealand customers please return items within 30 days of the date shown on your dispatch note. For all other International customers, please return unsuitable items within 14 days of the date you receive the parcel. All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
- How can I track the status of my return?
We will send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund. Kindly note that it can take 3-5 working days for the payment to show on your account (depending on your card issuer) after the refund has been processed.
- Can I have an exchange instead of a refund?
We don’t offer exchanges right now. You can return your item to us for a refund, and then place a new order to get the item of your choice.
- How can I pay for my order?
We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron and American Express. We also accept PayPal and prepaid debit cards.
- When will I be charged?
When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account. If there is a query with the payment, either your card issuer or Customer Services will contact you.
- Why am I being asked for another password after entering my card details?
This is the 3D Secure Payment option that some banks use. 3D Secure is an added layer of security for credit and debit card purchases online. If you have any problems or forget any information please contact your bank in the first instance.
- How can I find out more information about a product?
If you can't find the information you need about a product, please don't hesitate to contact us and we'll try our best to help you. Don't forget to check the Style Notes and Details & Care tabs on the product page for more information.
- What should I do if I`ve forgotten my password?
Don't worry if you've forgotten your password! Simply click the Forgot your Password? Link next to the login button and follow the instructions. Please don't hesitate to contact us if you continue to experience problems.
- How do I change my email address?
For customer account security we do not allow change of email address, if you need to use an alternative email address please create a new account.
- Why am I experiencing problems when entering my payment details?
Firstly, make sure you have inputted the correct details by checking all information carefully. Contact your bank to ensure there are no problems with the card. After this, please use the contact form on the help page to submit details of any error messages received and we will investigate further.
- How do I unsubscribe from your newsletters?
Click the 'Unsubscribe' button at the bottom of the email newsletter.
- Do you have a catalogue?
We don’t currently print a catalogue, however we do give out a leaflet with every order promoting new products and giving promotional codes.
- Do you have a shop?
As we are a dedicated online retailer, we do not have a shop.
- Can I pre-order an item?
Unfortunately, due to the exclusivity and quick turnaround of our stock, you are unable to pre-order anything at the moment.
- How can I contact you?
Please email email@example.com.