FAQs

Orders:

1. The item I ordered is out of stock. Why is it on the website?

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All items ordered with Belle Majestic depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.

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2. How do I place an order?

It’s easy to place an order with us. Log-in to your account to begin browsing our range.

Once you’ve found the product you want, you’ll need to click ‘Add to basket’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.

Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.

3. Can I make changes to my basket?

Yes, click on the ‘My Bag’ icon at the top of the page and you’ll be able to see the item(s) you have in there so far.

Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.

4. I have received a damaged item. What should I do?

We take pride in our products so we’re sorry to hear you’ve received your order damaged.

Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via the 'Still need help?' section (below).

Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.

As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.

Shipping & Returns:

1. What is your returns policy?

We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us.

All we ask is that you organise your return within 30 days of receipt and make sure the products have not been opened. For more detailed information about returns, please click here to view our policy.

2. How do I return an item - UK customers?

To make your return as easy and efficient as possible, we’ve recently introduced self-serve returns for our UK customers. 1) Access your order history – you can also find it in My Account 2) Select the order you’d like to return – your most recent order should appear first 3) Scroll down and click the 'Return' button 4) Choose the products you wish to return and select the reason for the return 5) Select 'Start my return' and follow the prompts The return will cost £2.99 to send back any unwanted products. If for any reason you need help organising your return our Customer Service Team will be more than happy to help, contact us below via 'Still need help?'

3. How do I return an item – International customers?

Please contact Customer Services by scrolling below to 'Still need help?' You’ll need to tell us the reason for your return so they can choose the best option for you.

4. How do I return a faulty item?

Any returns for damaged, faulty or incorrect items need to be organised by Customer Services, please scroll down to 'Still need help?'

5. What happens once my item is returned?

As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.

You should receive an email to notify you of any action taken.

Payment:

1. I have a payment problem on my order. What should I do?

If you’re seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.

Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you’ll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help via the 'Still need help?' section (below).

2. Why can I see a transaction pending in my PayPal account?

Once you place an order, the payment will show in your account as pending until we send the products to you.

The pending transaction is telling you that the payment is authorised to be taken.

3. Why can't I add a new payment card?

If you want to add new payment details then you’ll need to do this at the checkout stage.

Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty brands with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.