FAQs
We are delighted to offer Free Standard UK Delivery on all orders.
Delivery Updates
Whilst we will always endeavour to get your delivery to you within the nominated time period, please note there may be a delay over periods of high demand (e.g. Black Friday and Christmas). The L’Oréal Group also bears no responsibility for delays caused by extenuating circumstances (i.e. adverse weather, force majeure).Delivery Exclusions
Unfortunately we cannot 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.Delivery Methods
Delivery costs are displayed in the table below and also in the Delivery Method section of this websites checkout.
| DELIVERY OPTION | ESTIMATED DELIVERY TIME | DELIVERY CHARGE |
|---|---|---|
| Standard Delivery | 3-6 working days | Free on all orders |
Click here to see the general terms of sale.
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Although our products are sold worldwide, we are unable to assist with enquiries from outside the United Kingdom.
You can only order products from the website in the country in which you reside. Helena Rubinstein currently offers ecommerce websites in Austria, Belgium, Switzerland, Germany, Spain, France, Italy, The Netherlands and Japan.
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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 orders" to track the status of your order online.
If you do not have an account registered in our website, you can still track your order here.
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.
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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.
You have a period of 30 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 30 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.
If you are not satisfied with your order, please contact our Customer Service within 30 days from the day of delivery. All eligible orders are refunded using the same payment method as the original order.
Please note that we cannot accept returns of online orders in our retail shops.
If you have any other questions or concerns, please do not hesitate to contact us.
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.
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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 Saturday, 8:00 to 20:00, Sunday 8AM to 3PM
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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 this link or by phone on +44 20 38 85 92 85, Monday to Saturday from 8 a.m. to 8 p.m, Sunday 8AM to 3PM
If you have any other questions or concerns, please do not hesitate to contact us.
On occasion, Helena Rubinstein's internal system may cancel an order or part of an order for various reasons. We inform you that the most common reasons for cancellation are:
- Item(s) not available
- Problems processing the payment
- Problems placing the order to the address provided
If there is a problem with your order, our Customer Service will contact you by email or phone to explain the reason for the cancellation. Please be assured that we will not charge you for products that have been cancelled.
If you have any other questions or concerns, please do not hesitate to contact us.
Your user ID is simply your email address.
If you forgot your password, click on "You forgot your password" on the "My account" page.
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Click on "Store Locator" to discover all the stores that sell Helena Rubinstein products.
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Please contact our customer service team.
By email: see the "Contact us" section
By phone: Monday to Saturday from 8 am to 8 pm.
Sunday 8AM to 3PM
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).
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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, ApplePay 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.
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With every merchandise order at helenarubinstein.co.uk, you have the opportunity to receive up to 3 free samples of your choice. You can view the selection of available samples during checkout. After you have selected up to 3 samples, your samples will be automatically added to your shopping bag. If your order is not completed during this visit, the samples will be removed from your shopping bag and may no longer be available. Due to the limited nature of the free samples, we regret that we are unable to reship samples if they arrive damaged, if you received the wrong one, or if one is missing from your order. Substitutions will be made for out of stock samples. Only one of each sample can be added per order. These products and gifts are not redeemable for cash. If you do not wish to receive any sample, you may proceed without choosing samples and go directly to checkout.
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The product you are used to buying may no longer be listed in our catalog. Indeed, we are committed to regularly renovating our ranges, to better meet your expectations and take advantage of new innovations.
If you have any other questions or concerns, please do not hesitate to contact us.
You can place as many orders as you like, although the maximum number of identical products is five units per order.
If you have any other questions or concerns, please do not hesitate to contact us.
We are pleased to offer our valued customers a free gift wrapping service for all of our online purchases, elevating your purchase to the finest art of gift giving. For more information, visit our e-boutique Services page.
If you have any other questions or concerns, please do not hesitate to contact us.
Please note that Helena Rubinstein does not accept exchanges. You may return your purchase free of charge in its original unopened packaging.
If you return an item or items from your order, you must still return the gift you received with that order, or we may charge you for the full amount of the gift.
If you have any other questions or concerns, please do not hesitate to contact us.
