Delivery Information
Where do you deliver?
We ship to UK addresses only (excluding the Channel Islands and PO Boxes). We do not ship internationally.
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Do you ship to BFPO addresses?
Sorry, but we do not ship to BFPO addresses as the delivery service we use is not available to those addresses.
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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. We ourselves have suffered losses due to this type of fraud, therefore we regret the only exception we can make to this policy is if payment is made with a UK Maestro card that is subscribed to and uses the 3D Secure System, the payment industry’s internet authentication standard for this type of card.
Our orders administration system automatically identifies new customers and will place an order on hold where an alternative delivery address has been requested. If this is the case with your order, please contact us and we can arrange to ship to your registered billing address instead. We'll hold onto your order for a day or two but if we do not hear from you within that time, we'll assume that you do not wish to proceed and the order will become cancelled.
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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?
We charge for delivery to cover the cost of postage and good, secure packing. Making this charge, rather than building it into the cost of the product, enables us to maintain low prices for everyone.
Standard Delivery - £2.95
Priority Service - £6.95
Apologies, this service is not currently available.
Priority Service 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. Please note that in the case of adverse weather conditions or any other reasonable or unavoidable delay, delivery may take a little longer.
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. It is not possible for us to phone customers before delivery is made. 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 14 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 days for you to respond to any email queries we may send in relation to your order.
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How do I cancel my order?
Please refer to the returns section of our website.
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