FAQs
HOW DO I TRACK MY ORDER?
Once your order and payment are validated, Helena Rubinstein sends you an initial email confirming your order.
Once your order has been prepared and shipped:
You will receive another email confirming the shipment. This second email will contain a tracking number for your package. You can track your order by clicking on the link in the email and entering your tracking number on the page that loads in your browser. In the event of a problem, please contact our customer service team via the contact form.
To track your order in the "My account" section of the website:
Click on "My orders" to track the status of your order online.
Your order is either:
- In progress: your shopping cart has not yet been finalized on the website.
- Paid: you have received an order confirmation email.
- In preparation: your order is being prepared at the warehouse.
- Shipped: you will receive an email once your order has been picked up by the carrier.
- Delivered: you have received your order, as well as an email with your receipt.
Got another question? Feel free to contact us, we'll be happy to help!
WHERE CAN I HAVE AN ORDER PLACED ON HELENARUBINSTEIN.UK DELIVERED?
Orders placed on our website can be delivered to the UK. Unfortunately we can not ship orders to the Republic of Ireland, Channel Islands or Isle of Man.
Orders for which a P.O box delivery address has been chosen cannot be processed and deliveries will not be made to these addresses.
Got another question? Feel free to contact us, we'll be happy to help!
HOW DO I GET A SAMPLE?
Samples are available at authorized stores but are subject to availability. If a sample is unavailable, you can use the testers to discover our products.
When you place an order online, you can choose from a selection of samples to be sent with your order.
Got another question? Feel free to contact us, we'll be happy to help!
WHAT ARE THE DELIVERY TIMES AND COSTS?
Click here to see the General Terms of sales.
WHAT IS THE DEADLINE FOR RETURNING MY ORDER?
You have a period of 14 days from the date of delivery to return your products if they do not suit you.
All returns are refunded using the same payment method as the original order. If you received a FREE product or GIFT with your order, you must include them with your return to receive a full refund.
However, you can keep the samples you received in your order: they are yours to enjoy! Products returned more than 14 days after the delivery date will not be eligible for a refund.
If you have any other questions or concerns, please do not hesitate to contact us.
WHAT SHOULD I DO IF I FORGOT MY LOGIN INFORMATION?
Your user ID is simply your email address.
If you forgot your password, click on "You forgot your password" on the "My account" page.
Got another question? Feel free to contact us, we'll be happy to help!
HOW DO I RETURN AN ORDER?
You can return your item free of charge if you are not completely satisfied. Please note that this guarantee applies only to products purchased on the helenarubinstein.co.uk website and shipping is limited to the United Kingdom.
We do not exchange returned products but you can get a full refund of your original order if we receive it within the return period.
Please also note that for make-up products we try to represent our shades as accurately as possible. However, the colours you see may vary slightly from one screen to another.
SIMPLE, FREE RETURNS
You have 14 days from the date of delivery to return your products if they do not suit you. All returns are refunded using the same payment method as the original order.
If you received a free product or gift with your order, you must include these with your return to receive a full refund. However, you can keep the samples you receive in your order.
Products returned more than 14 days after the delivery date will not be eligible for a refund.
Defective or incorrect products
For defective or incorrect products, you can return them for a refund or contact our Customer Services.
FREE RETURN PROCEDURE
To return your product, please follow the steps listed below. Please note that we cannot accept returns of online orders in our retail shops.
1/ Click on the 'Return My Package' link on the delivery confirmation email or contact Customer Services.
2/ Print and stick the pre-paid return label included in your order on the outside of the package to be returned. If you do not have this pre-paid return label, please contact our Customer Services
3/ Keep the proof of posting showing your parcel number.
4/ Your returned item will take 3 - 5 working days to return to our warehouse. Once received, the refund will be made within 1 - 2 working days. Depending on your bank, it can take up to 5-7 days to see the refund in your account.
If you have any other questions or concerns, please do not hesitate to contact us.
HOW CAN I MODIFY OR CANCEL MY ORDER?
Orders placed on our website are processed and shipped very quickly; unfortunately we cannot cancel or change orders. You will have to wait for your package to be delivered and then return it to us. We will then refund the returned products. We sincerely apologise for any inconvenience this may cause.
When your order is shipped, you will receive an order tracking email. If you go to the order tracking page by following the link it contains, you will be able to print out a return accompanied by the instructions you need to return your item.
If you have any other questions or concerns, please do not hesitate to contact us.
MY PACKAGE ARRIVED DAMAGED OR INCOMPLETE.
If your package is damaged and you were unable to reject it when the courier brought it, please contact us within three days of receiving your package, by providing us with photos of your package/products.
If the package is incomplete, you must notify us no later than 3 days after receipt. If you find that free products are missing, please check that you have complied with the conditions for the offer (minimum purchase amount, code you need to add to the basket, promotion combination, etc.).
In both cases, we will assess the most suitable solution together.
If you have any other questions or concerns, please do not hesitate to contact us.
MY ORDER IS SHOWN AS DELIVERED BUT I HAVE NOT RECEIVED IT.
If your package is shown as delivered but you have not received anything it may just be a simple disruption to your delivery. For example, your package may have been received by your building's caretaker or a neighbour.
If after checking, you are certain that no one has collected your package for you, please contact us so that we can provide a quick response to this problem.
You can contact us via the link below or by phone on +44 20 38 85 92 85, Monday to Friday from 9 a.m. to 7 p.m.
If you have any other questions or concerns, please do not hesitate to contact us.
WHICH PAYMENT METHODS ARE ACCEPTED?
Your payment information is encrypted (SSL mode) and neither revealed to nor stored by Helena Rubinstein. Payments made on helenarubinstein.co.uk are securely transmitted to our payment partner, the Ingenico Group.
On the website, you can pay by Visa, Mastercard, American Express, JCB, or PayPal.
Your account will be debited 4 days after you place your order. If we need more than 4 days to prepare your order, your credit card will be automatically debited once the preparation is complete. Payments made by PayPal are debited immediately upon placing an order.
If a product is unavailable or your order must be canceled for any other reason, our customer service team will issue a refund to the card or account that was used to pay for the order. As per applicable regulations, refunds are processed within 16 days. A refund confirmation email will be sent to the email address that was used to place the order.
Got another question? Feel free to contact us, we'll be happy to help!
WHERE CAN I BUY HELENA RUBINSTEIN PRODUCTS?
Click on "Store Locator" to discover all the stores that sell Helena Rubinstein products.
Got another question? Feel free to contact us, we'll be happy to help!
WHAT SHOULD I DO IF I HAVE A PROBLEM PLACING AN ORDER?
Please contact our customer service team.
By email: see the "Contact us" section
By phone: Monday to Friday from 9 am to 7 pm.
For all questions regarding the status of an order or a return: +44 20 38 85 92 85
(cost of a local call, please have your order or return number ready).
Got another question? Feel free to contact us, we'll be happy to help!
I DID NOT RECEIVE MY SAMPLES OR FREE GIFTS. WHAT SHOULD I DO?
All our offers, including the offer that allows you to choose from 3 free samples when ordering, are available subject to availability. If you have not received one or more samples, please accept our apologies. Unfortunately, it is impossible for us to send you the missing product(s). Please also check that your order met all the conditions of the offer and that you applied the promo code correctly when ordering. Our exclusive offers cannot be combined.
If, however, you believe that your order has been affected by a preparation error, you can contact us via the link below or by telephone on +44 20 38 85 92 85, Monday to Friday, 8:00 to 18:00.
Got another question? Feel free to contact us, we'll be happy to help!
