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About my order

When will my order be despatched?

We normally expect to despatch all orders within one working day.

I need to change the delivery address on my order?

If you should wish to change the delivery address on your order please use the contact form below immediately, detailing your order number.
If you have contacted our Customer Services team within our working hours (Monday to Friday 09:00 to 17:30 GMT there is a possibility we may be able to intercept your order, however we work very hard to ensure that we pick, pack and despatch orders very quickly, so it is possible you may already be too late.

Please cancel my order

If you should wish to cancel your order please use the contact form below immediately, detailing your order number.
If you have contacted our Customer Services team within our working hours (Monday to Friday 09:00 to 17:30 GMT there is a possibility we may be able to intercept your order, however we work very hard to ensure that we pick, pack and despatch orders very quickly, so it is possible you may already be too late.
If we are unable to stop your shipment please feel free to use our return process to return your product for a full refund. If you are a UK customer you could refuse delivery and ask for the shipment to be returned to sender; however this may delay your refund.

Why has my order been cancelled?

If your order has been unexpectedly cancelled or declined please contact us using the form below and we will be happy to assist you.
It's worth noting that all our orders are screened for fraud and the most common check is to ensure that the billing information matches the information held by your card issuer.
Alternatively your order may have been cancelled in the unlikely event that the item is out of stock. If we do need to refund an item due to it being out of stock, we will let you know by email and refund the full amount paid for the product.

You have taken my money but not sent my goods, why?

A few orders may be delayed due to fraud checking procedures, if this delay is likely to result in late shipment of your order you should have received an email from us explaining the next steps. In some cases our credit insurers or card issuers will ask us to refuse orders; sadly they will not always elaborate on the reason for this with us and you may need to contact your card issuer directly.
On rare occasions an order may get held up in our warehouse due to us finding a problem with the stock we are about to despatch, for example a bottle that has leaked.  This will sometimes delay shipment by a day. Sadly on some occasions we may be forced to issue you with a refund if we do not have any further units of the desired item in stock.

Why haven't I received my delivery?

As soon as we despatch your order you will receive an email confirmation from us confirming that your order has been sent.
United Kingdom and Channel Islands

Standard delivery orders are sent to the UK & Channel islands using Royal Mail first class service, delivery should normally take 3-7 days.
Rest of the World

We send all delivery orders by Royal Mail post, with delivery taking 5-7 days for Europe and 7-10 days for the rest of the world; however deliveries can sometimes incur slight delays if the shipment is either especially heavy or due to local customs procedures that lie outside of our control.
Please note, smartbeautyshop.com will only consider claims for lost items sent by Standard International delivery 35 days after despatch for Europe, and up to 90 days after despatch outside of Europe.
Non delivery of orders, Customer Services must be notified within 6 months of despatch.

I would like an exchange or refund for a product I ordered?

If your product has not been opened or used, we will happily accept it back for a refund or exchange.
Please note that we can only exchange an item for the same product, the same product in a different shade, or for a different product of the same price or lower price than the original item (if lower we will refund the difference).
Please state clearly on the returns note your reasons for return and whether you'd like a refund or exchange, and for which product. Exchanges are usually processed and despatched within a few days of receiving the goods back.

My order has arrived damaged, what now?

We take the utmost care in packing and shipping your products, although unfortunately some items can, on rare occasion, get damaged in the post. Please contact us immediately using the form below if your order has arrived damaged, making it clear whether you would like a refund or replacement.
In most cases we will request that you return the damaged item to us through our returns process; however, if the product is not in suitable condition to do this and you are able to attach a picture to your submission using the attachments field below, we may be willing to waive this requirement.

Contact Us

Please check our help centre for help in finding an immediate answer to our most commonly asked questions.

Please provide us with some details of your query:

Contact Information

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