FAQs

Promotions

We are currently offering 3 for 2 on all products.
Buy two products and get the third free *discount is automatically added at checkout. The lowest priced item will be free, please add 3 items for this promotion to show at checkout. Other discount codes cannot be applied with this offer.

How do I contact you?

Please email us at support@mybeautybrand.com. For help with an order, please supply as much detail as you can in your email, such as full name, shipping address and the contents of your order and order number, if possible. We aim to respond to all enquiries within 12 hours. Alternatively you can WhatsApp us here

*Our WhatsApp service is temporarily unavailable.

Where do you ship too? 

Currently we only ship to the UK, Europe, USA, UAE, Singapore, Canada & Australia.

European countries we ship to:
Albania, Andorra, Armenia, Austria, Azerbaijan, Belarus, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Kazakhstan, Kyrgyzstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Tajikistan, Turkmenistan, Ukraine, Uzbekistan.

Unfortunately, we are unable to ship to Russia & Turkey due to shipping and customs complications.

What are your shipping options?

UK Shipping
All orders placed before 2pm Monday-Friday (Excluding Public Holidays) will be shipped same day by either standard tracked Royal Mail, which is 3-5 working days, £2.50 ( free over £25 ) or Express DPD delivery, £5.50 ( free over £50 ) which is 1-2 working days.

Europe Shipping
All orders placed before 2pm Monday-Friday (Excluding Public Holidays) will be shipped same day by either standard delivery which is 5-10 working days*, €5.95 ( free over €25 ) or Express DHL delivery, €10.95 ( free over €75) which is 2-6 working days*.

*Due to Brexit changes, there are delays in customs of up to 10 working days on European orders. If your tracking has not updated in 10 working days please email support@mybeautybrand.com

** Please be aware that you may be liable for taxes, levies, imports, duties, fees or charges of a similar nature associated with your order.

USA Shipping

All orders placed before 2pm Monday-Friday will be shipped same day by either standard tracked USPS, which is 4-7 working days* - $5.00 ( free over $25 ) or USA priority Delivery (Fed Ex)  $15.00 ( free over $75 ) which is 1-3 working days*.

*Currently due to covid-19, USA standard delivery is taking 14-30 working days, and USA Priority Delivery / FedEx is taking 7-14 working days.

** Please be aware that you may be liable for taxes, levies, imports, duties, fees or charges of a similar nature associated with your order.

Rest Of World Shipping

All orders placed before 2pm Monday-Friday will be shipped same day via Express shipping £10 which is up to 12 working days dependant on your country.

Unfortunately, we are unable to ship to Russia & Turkey due to shipping and customs complications.

** Please be aware that you may be liable for taxes, levies, imports, duties, fees or charges of a similar nature associated with your order.

Please be aware that you may be liable for any of your country’s duties, taxes and customs charges.
If you live in the USA, your orders will be shipped from the USA. All other orders will be shipped from the UK. We cannot ship to P.O. Boxes at this time. We do ship to A.P.O./F.P.O. however they take longer to process on arrival. Occasionally different products may ship from different locations and as a result may arrive separately. In this instance you will be contacted by the customer service team before items are dispatched to inform you of this. You will not be charged twice for delivery. Your order may be placed on hold due to certain errors - for example a mistake in the address, or if your order has reached the order limit. If this occurs you will be promptly contacted by our customer service team to rectify these issues. If we do not hear back from you after two weeks, we have the right to cancel and refund your order. Unfortunately, we cannot accept liability for any delays in the delivery of your products. 

 
Can I place an order over the phone?
Unfortunately, we are currently unable to take any orders over the phone. 

Do you offer gift-wrapping?
At this time, we do not offer gift-wrapping. However, three products or more are packed in a white cotton make-up bag.

Which payment methods do you accept?
We accept all major credit and debit cards, such as Visa, Mastercard and Amex, as well as PayPal, Apple Pay and Google Pay.

I had technical issues and do not know whether my order went through and payment was taken.
When an order is completed you will receive a confirmation email to the email address you provided. If you did not receive an email, check your spam folder first before contacting support@mybeautybrand.com. with as much detail as possible, such as full name, shipping address and the contents of your order, so the team can help you as best as possible. Alternatively, please contact your bank.

Where will my order be shipped from?
All orders will be shipped from the UK.

How do I track my order?
Once your order has been placed, you will receive a personalised tracking link, where you will be able to follow all the stages of your order from boxing and labelling to shipping. If you cannot find your tracking link please check your spam folder and then contact support@mybeautybrand.com. We will get back to you within 12 hours.

What happens if my shipment is undelivered?
If you have experienced any problems with your shipment, please email support@mybeautybrand.com and we will work to resolve this for you. We will get back to you within 12 hours.

Do I have to be in to receive my parcel?
If you are not in, Royal Mail or DPD will leave a calling card to arrange for a collection or redelivery.

Can I have my order shipped to an address that’s not the same as my payment details?
Yes, of course! When ordering, you can enter a different shipping address. If you have any problems during checkout please contact support@mybeautybrand.com and we will get back to you within 12 hours.

Do you ship to PO boxes?
Unfortunately we cannot ship to PO boxes at this time.

Am I able to cancel, change or edit my order and the shipping address?
You have up until the point of labelling to make any changes. You can see the stages of your order on your tracking link displayed on your confirmation email. If you have any questions on making any changes to your order please email support@mybeautybrand.com and we will get back to you within 12 hours.

What is your returns policy?

We hope you love your purchase, but if for any reason you do need to return something to us, we’ve made it as simple as possible, just send it back to us within the extended 30 days and, providing it's in its original condition, and we'll refund the product(s) for you.

Visit our dedicated returns portal to start your return.

  • We do not offer free returns and cost of returning an item is your responsibility, but recommend you use a recorded delivery service and obtain proof of postage. Before returning any item(s) to us, we do ask that they are in the same condition that you received them. Please take reasonable care to ensure that item(s) are returned safely and are not damaged in transit, and include the original packaging where possible.
  • Once we have received your item(s) we will process your return as quickly as possible. Should you have any queries about the status of your return, please contact our friendly Customer Services team on email at support@mybeautybrand.com. We aim to respond to all email queries within 12 hours.

What should I do If I receive a faulty or damaged product?
MyBeautyBrand always strives to uphold the highest quality standards, but if you receive a faulty product we will cover the cost of return postage (up to £10 for the UK and up to £20 for the Rest of the World) and refund the product for you. 

  • If your package is visibly damaged on receipt please tell the person delivering your goods that you wish to sign as “received damaged”.  If, once opened, your goods are faulty or damaged please contact us immediately via our support email support@mybeautybrand.com.
  • Providing you have proof of purchase, we are happy to offer a refund on faulty or damaged goods for up to 30 days.
  • If you are returning product(s) that are not faulty, then the cost of returning the product(s) to us is your responsibility.

How long does will it take for my refund to be processed?
We will process your refund within 5 days of the return arriving at our warehouse. This will be made to your original payment method. Please note, your bank or credit card company may take 4-7 business days to credit. If you experience any issues please email support@mybeautybrand.com and we will get back to you within 12 hours.

Is MyBeautyBrand environmentally friendly?
At MyBeautyBrand we are constantly seeking to improve the environmental impact of our products and regularly review our practice. All our secondary and delivery packaging is made from recycled material and is recyclable. Our primary packs are made with recyclable aluminium and plastic. Primary packaging can be returned free of charge using this link and we will recycle the primary pack for you with TerraCycle.

Are your products gluten-free, paraben-free, vegan, cruelty-free?
All our products are completely gluten-free, paraben-free and cruelty-free. Most of our products are vegan and you can filter for vegan products on our shopping pages.

What ingredients do your products contain? 
You can find the full ingredient lists for each product on our website. If you need any further assistance please email support@mybeautybrand.com and we will get back to you within 12 hours.

How do I deactivate my account?
We hate to see you leave, but email support@mybeautybrand.com and we'll delete your account for you.

Follow us on Instagram