FAQ - Roxie Cosmetics
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FAQ

Shipping

Usually we ship our orders next working day, however, if product is available in our European warehouse, then processing will be extended to 5-7 days. For the latest processing times please refer to Shipping page HERE

Sometimes Royal Mail and DHL information can be incorrect, and packages marked as delivered before they actually arrive. Your package will most likely be delivered within a few days, but it's worth of check with neighbors, ask relatives at home and/or post office for more information.

Our shipping prices are calculated on weight of the package up to 26.99£ to UK, as we do offer FREE UK shipping on all orders over 26.99£. International orders are calculated by DHL weight and destination factors. 

Yes we do! We offer Free shipping for UK customers on all orders over 26.99£ 
Orders with Free Shipping service will be send by Royal Mail 48 service.

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals. Please see shipping tab to get most recent information.

It depends on where you are. Orders processed to UK address will take 2-6 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.

Returns & Refunds

Full Returns Policy can be found HERE

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email our Customer Care by clicking HERE and we’ll take you through the process.

Unfortunately it is impossible to do after order is placed.

Products & Stock

YES! We cooperate only with manufacturers and large trusted distributors to get our products. We can assure anyone that we take every step to make sure that, every sinle item in our store is 100% genuine.

We are here to help! Please contact our Customer Care by clicking HERE and they'll be able to help with any enquiry

We stock over 300 beauty brands. List of all available brands can be found HERE

We are really sorry! We try to keep our stock growing all the time. If you can't find brand which you are interested, please contact our Customer Care by clicking HERE. We might be able to help you what you want.

Of course yes! Please contact our Customer Care by clicking HERE with your needs, we'll try do our best!

It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.

Orders Issues

Unfortunately, we are unable to edit the shipping address once an order has been placed.

Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!

Unfortunately once order is placed, we are unable to modify them. If you want to cancel your order please contact our Customer Care by clicking HERE

We are really sorry to mix up your order. Please contact our Customer Care by clicking HERE with your order and pictures of the products received and our envelope / box. Customer Care will guide you futher. Please note that all order issues must be reported within 14 days of delivery.

Oh no! Please contact our Customer Care by clicking HERE within 14 days of delivery with your order number and a list of the missing products. Please make sure to add photo of the products, you've received. 
*Discontinued items will be issued store credit for the amount paid.*

Clearpay Payment

Clearpay is payment provider service allowing us to offer customers the ability to make purchases instantly and then pay for them in 4 automatic instalments every 2 weeks.

Eligibility are very simple. All you need is a debit or credit card, to be over 18 years old, and to be a UK resident..

Just shop on Roxie Cosmetics and check out as normal. At checkout, then choose Clearpay payment method. You'll be redirected to Clearpay website to register and provide your payment details. If you've used Clearpay before then you just need to log into your account. Please note, all items must be eligible for Clearpay payment, and basket total value must be over 10.00£.

Clearpay can be used only on purchases made on roxiecosmetics.co.uk website.

Unfortunately no. Clearpay is available only for customers with UK billing address.

All Clearpay customers are required to make their first payment at the time of the purchase. The remaining three payments are deducted automatically every 2 weeks in equal instalments from your payment method. If you want to make additional unscheduled payment before they are due, please log in to Clearpay account to make payment early.

All Clearpay orders are delivered within our standard processing and delivery timeframes. Visit our Shipping Page for more information.

If funds are not available at the time the automatic payment is due, you will be charged 6.00£ late payment fee by Clearpay. An additional 6.00£ fee will be charged if missed payment is not made within 7 days. Late fees will not exceed 25% of the total order.

Please see Clearpay Terms of use HERE.

Yes, you basket value must be between 10.00£ and 800.00£ to use Clearpay on roxiecosmetics.co.uk

Clearpay payments are not available on purchases of gift cards.

Clearpay returns follow our standard return process. 

Klarna Payment

Klarna is payment provider service allowing us to offer customers the ability to make purchases instantly and then pay for them within 30 days.

Eligibility are very simple. All you need is a debit or credit card, to be over 18 years old, and to be a UK resident. Klarna assessment will be made based on financial circumstances. Klarna soft-search assessment will not affect your credit rating.

Just shop on Roxie Cosmetics and check out as normal. At checkout, then choose Klarna payment method. You'll be redirected to Klarna website to register and provide your payment details. If you've used Klarna before then you just need to log into your account.

Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

Klarna can be used only on purchases made on roxiecosmetics.co.uk website.

Unfortunately no. Klarna payment is available only for customers with UK billing address.

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.

All Klarna orders are delivered within our standard processing and delivery timeframes. Visit our Shipping Page for more information.

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please contact our Customer Care HERE to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

If you fail to pay Klarna for your order, your credit score will be affected. Please contact Klarna customer service to get more details if you can't afford your payment.

Your credit limit depends on a number of factors including your previous credit history and a affordability assessment. Klarna will let you know by email how much credit they can offer you once you have signed your Klarna account agreement in checkout.

Klarna payments are not available on purchases of gift cards.

Klarna returns follow our standard return process. As soon as we have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.

Trade Customers

Simply register as a normal customer and let know our Customer Care HERE - provide needed documents, and you're ready. For full information about trade scheme please go to our trade customer page HERE

Trade customer can have up to 15% on selected products, full information can be found HERE

Other

You can contact us through our contact page by clicking HERE! We will be happy to assist you.

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