Are your products safe to use whilst pregnant?
It is advised to avoid certain essential oils during the various stages of pregnancy.
Most of our products contain fragrance oil - making them safe for pregnancy.
Are your products suitable for sensitive skin?
Unfortunately, we are unable to advise on medical conditions and skin sensitivities, as these can present differently in different people. However, we use only the kindest ingredients, and have yet to receive a skin complaint from our customers.
If you are unsure about any possible reactions you may have, we recommend using a little of the product to test the waters (see what we did there?). If any irritation occurs, discontinue use immediately.
Do you offer wholesale?
We do not offer wholesale or any reselling programs of any kind at this time.
When are you going to restock my favourite product?
We plan and produce our restocks from a priority-organised list. If you're waiting for something specific, please let us know so we can add it to our list!
I haven't received a confirmation email?
Our order confirmation and shipping notification emails are sent automatically. Please ensure that you enter your email address correctly, and get in touch with us if you haven't received an email. We're always happy to help!
When will my order be dispatched?
We aim to dispatch items within 2 working days of your order being placed.
What packaging do you use?
Most orders are sent in cardboard boxes, with smaller orders using a mailing bag. We currently use biodegradable bubble wrap (which is why it's green!), paper tape and paper filler.
We do still use occasional plastic tape and polythene bags - which we are currently searching for a replacement for.
How long will my order take to reach me?
Standard delivery should take 3-4 working days.
Express delivery usually takes 1-2 working days.
Do you have a tracking number?
We do! You should receive your tracking details in your dispatch email, but, if you don't receive this, please shoot us a message and we'll get on it!
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 firstname.lastname@example.org, where we will be able assess the damage and will provide a 30% refund if the damage meets the criteria of our Damaged In Transit Policy.
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 shipping team and arrange dispatch of the relevant product once our stock levels have been confirmed.
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 email@example.com.
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 and free from damage.
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 your item is faulty.
Our return address is:
The Beauty Vault Returns
240 Seven Sisters Road
In order for the Goods to be eligible for a return, please make sure that:
- The Goods were purchased in the last 14 days
- The Goods are in the original packaging
- The Goods were not used or damaged
The following Goods cannot be returned:
- The supply of Goods made to Your specifications or clearly personalized.
- The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
- The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
- The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.
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 firstname.lastname@example.org.
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.
What is your registered company address?
Our address is:
The Beauty Vault
28 Brampton Road
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.
What is Klarna?
Klarna is a buy now pay later service.
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 85 million consumers worldwide have trusted Klarna to securely handle their payments.
How does Pay later in 3 interest-free installments work?
Pay later in 3 interest-free installments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each installment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Connock London and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.
Am I eligible for Pay later in 3 interest-free installments?
To use Pay later in 3 interest-free installments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free installments is subject to your financial circumstances. When choosing Pay later in 3 interest-free installments, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later in 3 interest-free installments?
Klarna is unique and offers Pay later in 3 interest-free installments 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 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free installments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Will a credit search take place against me?
Klarna may run so-called unrecorded inquiries (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 Connock London run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later in 3 interest-free installments?
Although Pay later in 3 interest-free installments is widely promoted it is not always universally available. The Pay later in 3 interest-free installments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free installments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.
What happens if I cancel or return my order?
As soon as TBV have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free installments purchase at TBV from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.
I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by TBV. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off your order early.
Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.
What happens to my statement, when I've returned the goods?
Once TBV has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.
I've received a statement, but I've not yet received my goods.
In the event that your goods have not been received please email us to check on your order and delivery status. 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.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
I haven’t received an email with my statement/payment information.
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.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.
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 email@example.com.
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.