Our most frequently asked questions, if the answer to your question is not below, please use the contact information at the bottom of this page.
Q: I have not received an order confirmation, have you received my order? What should I do?
A: Some email providers may reject our emails to you as spam, please log into your Love Makeup account where all of your order information is held. This is found in the order history section.
Q: Has my order shipped?
A: You can check the status of your order at any time by logging into your Love Makeup account, this information is found in your order history.
Q: When will my order ship?
A: Love Makeup ship Monday-Friday, this exludes Uk public holidays. All orders received prior to 1.00pm Monday-Friday (excluding UK public holidays) are shipped the same day.
Q: How long is delivery?
A: This varies by service and country - please review our delivery page here https://www.love-makeup.co.uk/delivery-information-g-19.html
Q: The item I want to purchase is out of stock, when will it be in stock?
A: We aim to replenish all out of stock items within 10 days, this is subject to availability of stock from our brands. Please join the waiting list on the product page to receive an update when your item is back in stock. We are unable to provide date specific information for when an item will be back in stock.
Q: Why does my RCMA palette have cracks in the makeup?
A: RCMA is very sensitive to temperature change. When stock is shipped to us air cargo holds are commonly sub zero temperature. This causes some of the makeup to freeze and then thaw, the cracks you are seeing are as a result of this. Whilst not aesthetically pleasing, the performance of the makeup is not affected in any way.
Q: Do you have free samples?
A: When samples are provided to us by our brands, these are included in customer orders as and when they are available.
Q: How do I return my item?
A: Please contact us via firstname.lastname@example.org prior to returning your item for a returns authorisation form, we are unable to accept and process returns without a authorised returns form included with your parcel. We will only accept returns of products that have not been tested or used in any way, with manufacture packaging & seals intact. . Please ensure that adequate packaging is used to return your item to prevent damages. Paper envelopes and plastic bags are not sufficient packaging to prevent damages.
Q: Is there a discount for makeup artists?
A: Yes, Pro discount information, requirements and application upload is on the industry discount page here https://www.love-makeup.co.uk/industry-discount-g-26.html which is also accessed from our homepage. Please do not supply documents that are not on our list of accepted documentation.
Q: Why are some items restricted for shipping outside of the UK?
A: Selected brands control where we are able to ship their products. The following brands are for the Uk only : Make-Up Atelier Paris, Kryolan, Kevyn Aucoin. We are unable to ship any flammable item outside of the UK, this includes all products from the Pro Hygiene Collection and Skindinavia. We are unable to ship Zoeva to the Middle East. Glamcor is restricted to the UK, Spain, France, Germany, Italy, Portugal, Netherlands, Repulblic of Ireland & Belgium.
Q: Do you offer free shipping?
A: Yes subject to minimum order spends. UK delivery is free for orders above £50.00, delivery to Spain, France, Germany, Italy, Portugal, Netherlands, Repulblic of Ireland & Belgium is free above £60.00. Rest of the World shipping is free for orders above £80.00.
Q: There is a discrepancy on my order what should I do?
A: We will only accept order discrepancies in writing only. Please email the relevant information including your order number and please include photographs that also include your Love Makeup invoice to email@example.com. Please use your order number as the subject line.
Q: My order has arrived damaged what should I do?
A: We will only accept claims for damaged items on arrival in writing only. Please email the relevant information including your order number and please include photographs that also include your Love Makeup invoice to firstname.lastname@example.org. Please use your order number as the subject line.
Q: I need to change my order what should I do?
A: Immediately after your order is placed it is processed by the warehouse for dispatch. We are unable to make any changes after your order has been placed.
Q: I need to cancel my order what should I do?
A: We are unable to cancel your order after 9.00am on the date your order is due to be dispatched.
Q: My item appears to be faulty, what should I do?
A: We will only accept claims for faulty items in writing only. Please email the relevant information including your order number and please include photographs that includes your Love Makeup invoice to email@example.com.
Q: I need next day delivery, but there is no option at checkout?
A: From time to time, such as periods with exceptionally high demand the service is suspended, we apologize for any inconvenience caused.
Q: I have returned my item, how long will it take to be processed?
A: We aim to process all returns within 3 working days of receipt.
Q: I have not received a dispatch email, why?
A: Some email providers may reject our emails to you as spam, please log into your Love Makeup account where you can check the status of your order at any time. This is found in your order history.
Customer Services : 8.00am - 8.00pm 7 days a week.
Contact us by email - firstname.lastname@example.org. Please quote your order number for order enquiries.
Contact us by telephone: 0330 333 0806. Please have your order number ready.
We are unable to help at the shop with order and website enquiries, please use our customer service contact information above.
Monday - Friday 9.30am - 4.00pm excluding public holidays.
Love Makeup, 4 Frenchs Yard, Ware, Hertfordshire SG12 9HP. Monday - Friday 9.30am - 4.00pm. (17 March 2017 closed).