FAQs

About Us

Are ALL of your products cruelty free?
Yes!  We ensure that every supplier, brand and item is cruelty free before even considering becoming a stockist.

Are ALL of your products vegan?
No, we do stock the odd product that has beeswax or something similar that many vegans aren't happy with using.  We try our best to ensure that vegan products are labelled as such!

Why do you stock so many independent brands?
We have learnt something very important over the years.  We want to share it with you!  Ready?  *leans in* Independent brands are AMAZING!
All the big brands started somewhere, and they usually have to pay for a LOT of advertising and staff.  Smaller companies put love, thought and care in to each and every one of their products... and it shows! 
If you are looking for quality at affordable prices, give our partner brands a shot.  You won't be disappointed!

I represent a local, independent beauty company.  Can we chat?
Of course!  Please email us at supply@thebeautyvault.co.uk.

I'm a MUA and would love to work with you!  Can we chat?
Yes!  Please email us at mua@thebeautyvault.co.uk.

I'm a beauty blogger/Instagrammer and would love to work with you.  Can we chat?
Yup!  But, please bear in mind we are a very small, family run company, so we can't give away lots of makeup for free!  If you're still interested, please contact mua@thebeautyvault.co.uk.

Do you support Zero Waste?
We try our best to not use unnecessary plastic/paper where possible.  Every order contains a paper invoice and bubble wrap where necessary.  Items are sent in either a poly bag or a jiffy bag.  
We will, however, be looking in to biodegradable packaging in the future!

Do you do bulk discounts or wholesale?
No, not at this time.

Where are you located?
Eastbourne, East Sussex, England.

Are you VAT registered?
No, not at this time.

Clearpay

What is Clearpay?
Clearpay is a payment service which allows us to offer customers the ability to make purchases instantly and then pay them off in 4 automatic instalments, split out in a way that suits you best.  You chose how much to initially pay upfront, and the remaining amount is split over 3 instalments, made two weeks, without interest.

How do I use Clearpay?
Just shop on thebeautyvault.co.uk and checkout as normal.  At checkout, choose the clearpay payment method.  You will be directed to the Clearpay website to register and provide payment details (Visa or Mastercard).  If you've used clearpay before, just login to your account.  The complete your order! Easy :)

Please note, you must spend over £10 to activate the clearpay option at checkout.

Can I use Clearpay if I'm an international customer?
Clearpay is currently only available for UK billing addresses.  Customers with an international billing address will not be able to create a clearpay account.

How does the Clearpay payment schedule work?
Clearpay customers have to make their first payment at the time of purchase.  The remaining three payments are deducted every two weeks in automatic instalments via your selected payment method.

If you would like to make additional unscheduled payments before they are due, you can log in to Clearpay to make your payments early.  Clearpay will then adjust the amount owed accordingly.

You can login any time to clearpay to view your payment schedule or make a payment before the next due date.

What if I can't pay a Clearpay instalment?
A £6 late payment fee will be charged if funds are not available at the time the automatic payment is due.

An additional £6 fee will be charged if the missed payment is not made within 7 days.

Late fees will not exceed 25% of the total order.

Please see Clearpay Payment Purchase Agreement here.

When will my items be delivered if I use Clearpay?
Clearpay orders are delivered within our standard delivery timeframes, just like any other order on thebeautyvault.co.uk.

Is there a limit to how much I can spend on a single Clearpay transaction?
Yes, the limit is £800.

Do promo codes work with Clearpay?
Yes!  If you have a promo code, please feel free to enter it as normal through checkout.

How do I return an item I paid for via Clearpay?
Our standard returns procedure applies to Clearpay orders.  

Please note, Clearpay refunds will be made from The Beauty Vault to Clearpay.

We cannot provide an exchange or cash refund.

As soon as the refund is processed, it will drop in to your Clearpay account.


Orders

When will my order be dispatched?
We aim to dispatch items within 1 working day of your order being placed. 

How long will my order take to reach me?
Standard delivery should take 2/3 working days.  
Express delivery will be with you the next day, before 1pm.

I need this item by tomorrow!  What can I do?
If you order before 1pm, select Express Delivery at checkout.  We'll send it via Royal Mail Special Delivery by 1pm.

Do you have a tracking number?
We do!  Every single order is sent via Signed For delivery.  The tracking number should be on your dispatch email, or in your account once you sign in!  Track your item via www.royalmail.com.

My order arrived damaged!
We want all of our orders to reach their destinations in perfect condition. If your order arrives damaged, please email photographs as soon as possible – including details of any leaks, breakages or signs that the outer parcel has been tampered with. Please retain the product and packaging until the issue has been resolved.

Please send relevant images to orders@thebeautyvault.co.uk so we can arrange prompt dispatch of a duplicate item if necessary.

My order arrived incomplete!
Our team are incredibly conscientious but occasionally mistakes do happen. If an item is missing (and you weren’t made aware of a stock shortage) or you’ve received something other than you were expecting, please make our customer service team aware of any issues as soon as possible; attaching photographs if relevant.

For missing items, we will verify with the team and arrange dispatch of the relevant product as quickly as we possibly can.

If we’ve sent you a product in error, we ask that you email a photograph showing what you’ve received (if possible) so we can make the appropriate arrangements.

Please contact orders@thebeautyvault.co.uk.

What is your Returns Policy?
If for any reason you’re dissatisfied with your purchase, we will gladly offer a refund on all products returned to us within fourteen days of your receipt, provided they are returned in their original packaging, in an unopened and unused condition.

Please be aware that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.

We cannot reimburse return postage costs unless we were at fault, or your item was faulty.

Our return address is:

The Beauty Vault
Website Returns
First Floor, The Enterprise Centre
Station Parade
Eastbourne
East Sussex
BN21 1BD

I've suffered a reaction to a product, can I send it back?
If a product is defective, or you suffer an adverse reaction, please stop using the product immediately and contact our customer service team at orders@thebeautyvault.co.uk

Please be aware that in both instances we cannot accept responsibility and may refer you to the manufacturer, requesting that you deal with them directly.

We will however, do our best to resolve any issues you may have as efficiently as we possibly can.