Delivery Information
Where do you deliver?
We ship to any address with a UK postcode with the exception of the Channel Islands and PO Boxes.
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Do you ship to BFPO addresses or overseas?
Sorry, but we do not ship to BFPO addresses as the delivery service we use is not available to those addresses. We do not ship overseas.
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I am a new customer, can I use an alternative delivery address?
In the interests of customer security, your first order must be shipped to the address where your credit/debit card is registered (the billing/statement address). This is due to the increase of identity theft and "Cardholder Not Present" fraud. The majority of online fraud occurs when a fraudster obtains genuine card details in the "real world" and uses them to shop online but directs delivery to an address other than the cardholders. Sadly we ourselves have suffered losses due to this type of fraud and we regret we cannot make any exceptions to this policy.
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I am a returning Magic Makeup customer, can I use an alternative delivery address?
Yes! We are happy to ship to an alternative address for all returning customers who have successfully
received their first Magic Makeup order.
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What are your shipping charges?
Standard Delivery - £2.95
FREE Standard Delivery if you spend over £50
Priority Service - £6.50
Not available to the following areas: BT (Northern Ireland), IM (Isle of Man), HS, ZE, AB31-AB38, AB40-AB56, IV1-IV28, IV30-IV32, IV36 & IV40, IV41-IV49, IV51-IV56, IV63, KA27 & KA28, KW1-KW17, PA20-PA38, PA41-PA49, PA60-PA78, PH4-PH44, PH49-PH50, TR21-TR25
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How long will it take for my order to be processed?
We aim to process your order within 3 working days of receipt or if you have selected our Priority Service within 1 working day of receipt of order. Orders received after 12pm will be processed from the next working day. A working day is considered to be Monday to Friday (not including weekend or holiday days).
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How soon will I receive my order?
Standard Shipping - normally 3-5 working days from despatch date but please allow up to 15 working days for delivery.
Priority Service - normally 1-2 working days from despatch date. Priority Service deliveries are made Monday to Friday only, excluding holiday days.
Shipping is subject to address verification and credit clearance. If there are any problems that may delay your order, we will email you.
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How will you send my order?
Orders are sent by Royal Mail Tracked or in the case of Priority Service either Special Delivery or a courier service. We are unable to specify actual delivery days or times but most items will be delivered with your regular mail. If you choose our Priority Service we are not able to offer Safeplace as an option as your signature is required upon receipt.
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What is Safeplace and how do I use it?
Royal Mail Safeplace allows you to ask for any order sent using our standard service to be left in any
secure, weather-proof and safely accessible area of your property (we cannot arrange, for example, for your order to be left anywhere outside or in a garden bin as your parcel could become spoiled by the weather or even taken away with your refuse collection)! Alternatively, you can nominate a near neighbour to receive delivery. If you wish to use Safeplace you should note your delivery instructions when you make your order as it is not possible to add instructions retrospectively. You should also note that once delivery is carried out, you will assume all risk in the goods.
Please note we are not able to offer this facility if you choose our Priority Service.
We regret that we cannot be responsible if Royal Mail do not carry out your Safeplace instructions. We recommend that you raise this issue directly with Royal Mail Customer Services on 08457 740740. Please have your tracking reference handy when you call.
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How will I know when you have despatched my order?
We will send you an email on the day we ship your order so please keep an eye on your inbox! Alternatively, you can log into your customer account to check.
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What happens if I am not available when delivery is attempted?
If delivery cannot safely be made then a card will be left at your address and your parcel taken to a local depot for collection in person (you will need to take ID with you). Alternatively you can arrange for your parcel to be redelivered by calling the depot using the contact details on the card or you can arrange this online. You should allow 48 hours for a redelivery instruction to be processed.
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How long will Royal Mail hold onto my undelivered order?
Royal Mail will normally hold onto your parcel for 21 days. If you do not collect or arrange redelivery in this time then they will automatically return it to us as unclaimed. We will then issue a refund less our shipping charge (this will be deducted even if the order was sent for free).
We regret that we cannot be responsible if you do not receive notification of a delivery attempt by Royal Mail. We strongly recommend that you raise this issue directly with Royal Mail Customer Services on 08457 740740.
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How long will a courier hold onto my undelivered order?
A courier will hold your parcel at your nearest local depot but only for around 4-5 working days so it is important you contact them as soon as possible if you miss your delivery. Please note if you fail to contact the courier and we have to retrieve your order from them, we have to treat your order as cancelled and charge you the direct cost for retrieval (Distance Selling Regulations apply). Please note that in some cases, these costs could exceed the value of the order.
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My order has not arrived, what should I do?
We will email you on the date we ship your order or you can log into your account and check for despatch. Once you are sure it has been shipped please wait for a few days for your parcel to travel through the postal system. Please email us if you do not receive your parcel or a "while you were out" card after 5 working days for standard shipping or 2 working days if you selected our Priority Service. We will then put a trace on it but, in the meantime, it may also be worth checking with your local postal depot if they are holding anything there for you or check with any near neighbours who may have accepted your order on your behalf.
If your order does not arrive after 10 working days (not including weekend or holiday days) Royal Mail will send you a form to confirm non-receipt. You should return this to them as soon as possible and once they advise us that they have received it, we will send a replacement order. We are not able to resend before this time in the event that the original parcel is traced and delivered to you but please be assured that we will do our best to resolve this as quickly as we can.
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I've logged into my account, how do I clarify my order status?
You can always check the status of your order by logging into your account. This is what you will see:
Authorised: Order received and credit/debit card authorised by card issuer.
Processing: Order being picked ready for shipping.
Fulfilled: Payment taken - order shipped.
On Hold: Please check the notes section on your account for details.
Cancelled: Order cancelled - payment not taken.
Please make sure you set your email preferences to receive email from us. If there is a problem with your order we will email you to resolve and, in the case of a flagged order, we may be waiting for your response so we can process your order.
We will only cancel your order if we cannot resolve an order problem. For example, if your payment has been declined by your bank or we cannot verify your address details. However, we will always allow 2-3 working days for you to respond to any email queries.
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How do I cancel my order?
Please refer to the returns section of our website.
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CHRISTMAS 2008 - LAST POSTING DATES
To help us send your order in time for Christmas, please make sure you place your order before the dates and times listed below.
Standard Delivery order before noon on 18 December 2008.
Priority Service order before noon on 23 December 2008.
Please note that Standard Delivery is not a guaranteed delivery service and although delivery is normally made between 2-5 working days following despatch, we cannot promise a delivery within that time. If your order is urgent please use Priority Service.
Standard Delivery orders placed after the deadline and before noon on 23 December 2008 will be despatched before Christmas but you may not receive them until after the holiday period.
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