Customer Care

 
 

ORDERING

When purchasing a product online you are making a contract with Unknown Beauty LTD. You agree that your order is an offer to purchase the product(s) listed in your order to us on the Terms Of Service. You agree that your order is engaging in a contract with UnKnown Beauty LTD.

All orders are subject to availability. Items added to your bag are not reserved and can be purchased by other customers. Once an order is placed, you will receive an email confirmation containing the details of your order. Upon your order being approved and processed for shipment, you will receive a secondary email confirmation informing you that your order has been dispatched. If you have opted for tracked shipping, your tracking number will be included within this email. 

Our goal is to deliver your purchase(s) as quickly as possible. All orders will be shipped on business days (Monday through Friday, excluding holidays). And all orders are processed on acceptance of payment. We aim to process all orders placed Monday through Friday within 24hrs, however processing times may vary during busy times and holidays. 


PRICING, PAYMENT METHODS / PRE ORDERS.

PRICING

All prices displayed on our website are quoted in British Pounds (GBP) and are inclusive of V.A.T. Prices do not include shipping costs. All prices and offers remain valid as advertised from time to time. The GBP price of a product displayed on the website at the time the order is accepted will be honoured, except in cases of patent error. 

The final price of customers whose credit/debit card is not denominated in Pounds Sterling, Euros or U.S. Dollar will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction. Your card issuer or provider may apply additional international bank charges, over which we have no control. Please contact your card provider if this applies to you.  

PAYMENT METHODS

UnKnown Beauty accepts the following forms of payment:

Visa, MasterCard and American Express

Payment will be deducted from you credit/debit card on completion of your order. All transactions on our website are processed using Stripe, a secure online payment gateway that encrypts your card details in a secure host environment. 

PRE-ORDER PAYMENTS

Pre-ordering may be available on a selection of products before they become physically available in our e-store. Pre-ordered products will arrive at your specified address once they become available in our stock. If your order consists of both non pre-order products and pre-order products items may be shipped at different times, however you will only be charged one delivery cost. If your order consists solely of pre-order items with different expected delivery dates, all items will be shipped together on the latest expected delivery date. Expected delivery dates can be found within the product details.


TAXES / DUTIES

We are not liable for any customs or duty taxes. If ordering outside the UK, additional charges may be added on receipt of delivery over which we have no control. 


CHANGES / CANCELLATIONS 

You have the right to cancel your order within the first 24hrs of your order being placed. To cancel an order you must notify customer care in writing, to being the cancellation process please email 

- care@beautyunknown.com 

Please included your order number and full name. On receipt of your cancellation, you will receive an email of notification and the refund process will begin. 

After the 24hr cancellation period has elapsed your goods may have been processed and shipped. For goods that have been shipped please follow our returns policy and return any unwanted items. Shipped items should be returned in the original condition in which the item(s) was received; in an unopened and unused condition. Due to hygiene regulations we cannot offer a refund, exchange or replacement on items returned in a non-saleable condition. Customers will be credited the value of the item minus the original shipping cost. 

Once we have received your returned order and have checked the refund criteria is correct you will be sent an email acknowledging the returned items have been received and accepted, at which point the refund process will begin. Please note the refund process can take up to 30 days and will be processed in whatever form of payment you used originally to purchase the items in the same currency. 

CHANGES

There is a 24hr grace period in which you can change your order. If you wish to amend shipping details, combine orders, add additional items or change your order in any way please contact 

- care@beautyunknown.com

Once the 24hr period has passed we are unable to change or modify your order in any way. Please refer to our returns policy and return any unwanted items for refund or exchange.


GIFT WRAPPING / PACKAGING

We offer two gifting options; Gift box and Gift wrapping. Gift wrapped items will be wrapped in our signature white paper and finished with a grosgrain ribbon tie and logo seal. Gift boxed items will be placed within our signature white gift box, finished with a grosgrain ribbon bow. A gift message is optional at checkout. Your chosen message will be hand written on a UnKnown Beauty notecard to accompany your gift. 

Gifting options can be added to your cart via our "Gifting" page, located within the footer of the website.