Help Centre

You can create your Cult Beauty account by going to our sign up page.

We do not want you to lose out on our exclusive offers, so you can choose to receive our notifications when registering.

If you are already registered and wish to receive these emails, you can login to your account and change the 'Email preferences' option.

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

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

You can rest assured that shopping with Cult Beauty is safe.

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

For further information, please visit our Privacy Policy page.

Don’t worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we’ll 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.

Earn one Status Point for every £1 you spend (excluding shipping fees).

For every 100 Status Points you’ll earn £5 credit.

Points will be added to your account once your order has been shipped

Click HERE for all the frequently asked questions about Cult Status.

All items ordered with Cult Beauty depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.

It’s easy to place an order with us. Log-in to your account to begin browsing our range.

Once you’ve found the product you want, you’ll need to click ‘Add to basket’. You can either carry on shopping or click ‘View Basket’ if you’ve 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’ll need to enter the details manually.

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

Yes, click on the ‘My Bag’ icon at the top of the page and you’ll 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’ve selected too many. If you want to remove an item completely then click the x button.

Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to help you do so.

Get in touch with them now via the 'Still need help?' section (below).

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’ll 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’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and you’ll be provided with all the details you need about that order.

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

Your account will show any previous orders you’ve placed. Click here to track your order.

Click on the order you want to view to find out more. If the order has been sent tracked then you’ll 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.

To cancel your order, go to the Your Orders section, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order. If the cancellation option is not available, it means that it is now too late to cancel your order.

Our team works hard to pick and pack your orders as quickly as possible therefore there's a very limited amount of time after an order has been placed, when your order can be cancelled.

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

Once you’ve 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’ll need to log-in to your account.

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

We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.

Don’t worry we understand that this can happen; you can try and cancel the item in your account.

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

If you can’t cancel then you can send the item back to us. It’s 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).

We’re 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 to tell us more via the 'Still need help?' section (below).

To speed the process up, it’d really help if you could find the information below before contacting us, don’t worry if you can’t 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’ve looked into the fault we’ll let you know what we plan to do next by sending you an email.

We pick and pack all orders with the utmost care however errors can occasionally occur.

Our Customer Service team can certainly help. Please contact us either via Live Chat or Your Account, it would help if you include the following information -

1. Your Order Number

2. Details of the incorrect item received (it would also really help if you send a clear picture)

3. Confirmation of the correct item ordered

4. The email address you used for your order (if contacting us via Live Chat)

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

We take pride in our products so we’re sorry to hear you’ve received your order damaged.

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

Please don’t 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’ve looked into what went wrong, we’ll 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’ll need to allow longer for it to be delivered.

If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.

To minimise the use of paper, we won't include a printed invoice with your order. If you wish to receive a copy of your invoice, please contact the Customer Service team via the 'Still need help?' section (below).

To get a VAT invoice, please contact the Customer Service team via the 'Still need help?' section (below) confirming your order number and VAT reference number and a member of the team will assist you.

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

We’re pleased to offer you the option to shop in 11 different currencies;

GBP - Great British Pounds
AED - United Arab Emirates Dirham
AUD - Australian Dollars
CHF - Swiss Francs
CNY - Chinese Yuan Renminbi
EUR - Euros
HKD - Hong Kong Dollars
ILS - Israel Shekels
JPY - Japanese Yen
RUB - Russian Rubles
SAR - Saudi Arabian Riyal
SGD - Singapore Dollars
USD - United States Dollars

You can select your preferred payment method at checkout. To provide a safe shopping experience to all our customers, all payments will be subject to security checks.

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’re 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’ll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help via the 'Still need help?' section (below).

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’ll 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’ve found all the items that you want then 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.

If the code doesn’t work then you’ll need to check that you’re not trying to use more than one offer and none of the items are on our exclusions list.

If you have any problems entering the code then you can contact our Customer Service team via the 'Still need help?' section (below).

We’re sorry to hear your code isn’t working, you’ll need to check that you’re not trying to use more than one code per order and that your item isn’t excluded.

You can refer to our exclusions list to check.

If the code isn’t being affected by one of the issues above then please contact our Customer Service team via the 'Still need help?' section (below).

Your store credit will show at checkout under the 'Payment' stage, simply tick the box to use your balance for your purchase.

To check your store credit balance, go to My Account.

Store credit is valid for up to 12 months. To check the expiry date, please refer back to the email where we confirmed the details of your store credit.

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.

Pay later in 30 days is a form of credit which allows you to delay payment of your purchase by 30 days. Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk .

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 30 days before does not mean it will be offered for every order. In turn, if your application for Pay later in 30 days is denied, it does not mean it will be denied for future orders.

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Cult Beauty run credit searches against you that could impact your credit rating.

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days 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.

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

As soon as Cult Beauty have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

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 a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ product even if you have failed to pay on time. If you fail to pay on time, you will be in default, and may be unable to use Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

Payment information is processed securely by Klarna. No card details are transferred to or held by Cult Beauty. All transactions take place via connections secured with the latest industry standard security protocols.

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

If you pay by card, Cult Beauty will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com/uk.

Once Cult Beauty has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

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 call Cult Beauty to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

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 neighbour or been taken to a local depot.

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

If you do need to report your order as lost then please contact our Customer Service via the 'Still need help?' section (below).

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.

Don’t 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.

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’ll need to allow longer for it to be delivered.

If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.

Following the UK leaving the EU from January 1st 2021, Cult Beauty would like to reassure all our customers that there will be no change to your shopping experience.

As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.

DELIVERY TIME-FRAMES

We’ve worked hard with our couriers to avoid any issues. We will do our best to let you know as soon as possible if there are any delays.

Regrettably DHL have had to temporarily suspend their deliveries to Europe therefore we are unable to offer an express service at this time.

Deliveries time-frames are regularly updated on out shipping page.

DELIVERY FEES

There are no price changes as a direct impact of Brexit. We regularly review our pricing to ensure we remain competitive.

All products will continue to be shipped from the UK.

For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no additional cost to you.

We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us.

All we ask is that you organise your return within 30 days of receipt and make sure the products have not been opened. For more detailed information about returns, please click here to view our policy.

To make your return as easy and efficient as possible, we’ve recently introduced self-serve returns for our UK customers. 

1) Access your order history – you can also find it in My Account

2) Select the order you’d like to return – your most recent order should appear first

3) Scroll down and click the 'Return' button

4) Choose the products you wish to return and select the reason for the return

5) Select 'Start my return' and follow the prompts

If for any reason you need help organising your return our Customer Service Team will be more than happy to help, contact us below via 'Still need help?'

Please contact Customer Services by scrolling below to 'Still need help?' You’ll need to tell us the reason for your return so they can choose the best option for you.

Any returns for damaged, faulty or incorrect items need to be organised by Customer Services, please scroll down to 'Still need help?'

As soon as we receive your order we’ll 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’ll send you an email to let you know it’s on its way.

If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team via the 'Still need help?' section (below).

Within this incredible edit of Cult Conscious brands you'll find a handy RecycleMe bag inside the box, so you can easily recycle your empties. Simply clean out your containers, pop them in the pre-paid RecycleMe bag and drop them to your local post office.

RecycleMe is a THG owned-business that is currently in beta with it's re-vamped recycling process. The full recycling scheme will be live on the Cult Beauty site later this year upon successful completion of the beta.

RecycleMe will be partnering with Hull-based recyclers MyGroup who specialise in repurposing non-recyclable plastic into plastic boards which are then used to manufacture products such as furniture, bins etc. These products will be donated to causes that benefit the local community e.g schools, charities.

We want you to have peace of mind when deciding to purchase with us, so we have extended our returns policy to cover the festive period.

We have extended our normal returns policy for the Christmas period. Any gift bought between 1st November and 31st December can be returned up until 31st January 2023. All items need to be in unused and pristine condition.

Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your return please contact our Customer Service team via the 'Still need help?' section (below).

Please refer to our Terms and Conditions page.

If you’re having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away via the 'Still need help?' section (below) so we can fix this for you.

Please refer to our Privacy Policy page.

You have the right to ask about what personal data we hold about you.

To make this request you can message us via the 'Still need help?' section (below)

Feel free to write to us at the office address below, but please note that this is not the address to return items to. If you need to return a product to us, please contact Customer Service who will advise you how to proceed.

Cult Beauty Customer Service Department, 

1-2 The Stables

Gadbrook Park

Northwich

CW9 7RA

Yes! Gift vouchers are available here. Your gift voucher will be sent to the email address associated to your account within 30 minutes of purchase. You can forward it to your recipient, or print it out to give to them personally.

After adding products to your bag, proceed to checkout and when prompted to enter a discount code please copy and paste the unique code from your email.

Gift vouchers are redeemable against all products on-site and can be used in conjunction with promotions which apply automatically at checkout. Unfortunately, however, it is not possible to use a gift voucher in conjunction with another discount code.

We offer gift vouchers for fixed denominations - £25, £50, £75, £100, £250 and £500 or €25, €50, €75, €100, €250 and €500.

If you have been sent a gift voucher please check your email which will tell you the value.

Gift vouchers are valid for 12 months from the date of purchase.

The entire value of the gift voucher must be redeemed in one purchase.

Unfortunately you can only use one gift voucher per order. You can pay for any outstanding balance by using a credit or debit card.

Please note you’re unable to combine a gift voucher with a PayPal payment.

No, all gift vouchers are sent by email. Please print your own copy if you’d like a physical gift voucher.