ORDERING & PAYMENTS

Do I need to register to shop online?

No, you don't need to register to order online. After you've completed your order, you'll again be asked whether or not you'd like to create an account, and you can choose not to if you wish.

However, we would recommend creating an account so that you can easily checkout when placing future orders.

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How do I sign into my account?

First you will need to have registered and created an account. Click on 'Sign in' at the top right of the website and enter the details requested. Alternatively, when you're at the checkout just click on the 'Sign In' tab.

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How do I change my personal details?

You can change your personal details by logging into your account and selecting 'Edit Personal Information'.

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I've forgotten my login details

Not to worry. Just click the 'Forgot your password?' link on the log in page and enter the email address you registered with. We'll then email you with further instructions.

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My account is locked

It happens to all of us, if you have had 6 unsuccessful password attempts, you will be unable to log on. Contact Us to have the password reset.

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My account is not recognised

Sorry your details are not recognised, make sure to check your email address is correct, and then if it is still not recognised, you can easily set up an account HERE.

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What payment methods can I use online?

We offer various ways for you to pay for your order, including: MasterCard, Visa, Visa Delta, Maestro, American Express and PayPal. Unfortunately we are unable to accept Visa Electron or Laser cards.

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What currency can I use on the website?

We always bill our customers in UK Sterling; however this may be shown on your statement in your local currency. Please contact your bank who will be happy to advise you on this.

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Why has my payment been declined?

Your payment might be declined for a number of reasons. Please Contact Us and we will be able to give you more details.

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Will it show up on my bank statement?

We understand that privacy is important to our customers, so your transaction will show as 'BM Ltd' on your bank statement.

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How secure is my transaction?

Shopping at Beauty Masterpiece is safe and secure. We use internationally recognised technical systems to make sure the details you give us when ordering are protected. We're committed to respecting your privacy and we promise never to release your personal details to any outside company for mailing or marketing purposes.

When you place an online order at Beauty Masterpiece, we may ask for certain personal information such as your name, email address, delivery and payment details, and all of this information is held on secure servers. Beauty Masterpiece complies fully with Data Protection and consumer legislation, and will treat all your personal information as fully confidential.

To provide a more efficient service, all our credit card transactions are processed through a third party of good repute; they only receive the information required to verify your payment and are under strict obligation to keep personal information confidential.

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Will I be charged customs and import charges?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers). Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

We recommend you contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

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How do I know you have received my order?

You will receive an order confirmation email to the email address you provided when ordering. If you have placed an order and not received this email, please check your spam folders. If you still find you have not received the email please Contact Us.

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Can I add or remove items from my order once confirmed?

Unfortunately as our orders are dispatched very quickly, once the order has been confirmed we are unable to amend any order details. However, we'll be happy to exchange your items, just follow our easy Returns procedure below.

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How do I cancel my order?

Orders placed in error online can usually be cancelled within 2 hours of placing the order – you just need to email our Customer Services Team on enquiries@beautymasterpiece.co.uk. Please note, you will need to cancel, within that 2 hour window to avoid the order being processed.

After this time, you can still cancel your order by contacting us to let us know you no longer require the goods. Consumer Contracts Regulations advise that you have 7 days to cancel your order contract with us. The 7 working days start from the day after you receive your order. If you cancel with our Customer Services Team within this timeframe we will issue a full refund, including delivery charge, on receipt of the goods. For more details on the Consumer Contracts Regulations click HERE.

If you have already received your order and have changed your mind outside of these 7 days, do not worry, you have 28 days from the day your order arrived to get a refund on the items; you just need to return all items in their original condition and packaging, either using the returns label attached or in store.

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How do I unsubscribe from the email newsletter?

Our regular email newsletters keep customers up to date with our latest ranges and exclusive offers. However, if you would like to unsubscribe from receiving them you can do so HERE.

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GIFT CARDS

What is the difference between Gifts Cards, Gift Vouchers?

Our Gift Cards can only be purchased online, and they can only be used in our online store.

Gift vouchers are made from paper, and can only be redeemed in stores. As we are an online store we do not issue our customers gift vouchers.

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Can I use/redeem my Gift Card online?

Yes you can redeem your gift card online.

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Where can I purchase a Gift Card?

You can purchase a Gift Card online at www.beautymasterpiece.co.uk.

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Are Gift Cards sold in specific denominations?

Yes our Gift Cards are sold in denominations of £10, £25, £50 & £100. Sales of Gift Cards online are in Sterling only. You can order multiple Gift Cards within one transaction, however; please note you will receive separate Gift Cards.

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I ordered a Gift Card online and I haven't received it.

If you order online your Gift Card will be sent via email. If you order it along with other products, your Gift Card will be delivered to your email address separate from any additional products you order, so you can still purchase the rest of your items by Express, 1st Class or Saturday Delivery.

Please be aware your Gift Card order may take up to 24 hours to be delivered to your email address you provide.

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Does the Gift Card ever expire?

Yes, a Gift Card with a balance is valid for 24 months from date of issue. After this time, the remaining balance will be deducted and the Gift Card will expire.

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Can a Gift Card be used to purchase another Gift Card?

No, you are unable to purchase a Gift Card with another Gift Card.

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Can anyone use my Gift Card?

Yes because your name does not appear on the card. The Gift Card can be used by you or given to anyone you choose.

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How many Gift Cards can I use during one transaction/purchase?

You can use as many different Gift Cards during a single transaction as required but the same Gift Card cannot be used twice within the same transaction. Please note: Gift Cards can only be redeemed in our online store.

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Can I return an item purchased using a Gift Card?

Absolutely, for more Information how how this is done please visit our returns and refunds section Here.

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I have a query regarding my Gift Card, who should I contact?

Please us via email: enquiries@beautymasterpiece.co.uk where the team will be happy to assist you.

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DELIVERY

What are the delivery options?

UNITED KINGDOM & IRElAND

Delivery times vary according to the item: 

Lingerie 2- 5 days, Lingerie Accessories 2-5 days, Sex Toys & Sex Essentials 2-5 days.

Pre-Order Continuity - lines which are not held in stock but are available to order all year round may take up to 14-21 (Working days)

Free Delivery for orders over £100.00

Orders below £100.00 will incur a delivery cost of £6.00

What if my parcel does not arrive?

INTERNATIONAL​

Delivery times vary according to the item: 

Lingerie 4-8 days, Lingerie Accessories 4-8 days, Sex Toys & Sex Essentials 4-8 days.

Pre-Order Continuity - lines which are not held in stock but are available to order all year round may take up to 14-21 (Working days)

Free Delivery for orders over £150.00

Orders below £150.00 will incur a delivery cost: 

Europe: £12.00, World Zone 1: £18.00, World Zone 2: £18.00  (Click HERE to know which zone you fall under)

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Do you deliver to work addresses?

Yes, we will be happy to deliver to your work address, please just amend your delivery address when ordering. We would encourage delivering to work when ordering express as your delivery will require a signature. Don't be shy about ordering to work, our packaging is so discreet, we deliver in plain cardboard boxes and padded envelopes so they won't cause any embarrassment.

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What happens to delivery times on Bank Holidays?

Unfortunately our service providers do not deliver on Bank Holidays so please take this into account when ordering around the time of a bank holiday as it will affect the arrival time of your parcel by one day.

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Can I track my order?

For total peace of mind, all UK orders are sent with tracking to your door. You can easily track your order on the Royal Mail with the tracking code that is automatically sent to you either by text or email. If you go to https://www.royalmail.com/track-your-item and enter the tracking number you will be able to track your order progress

For Royal Mail you can also enter a Safeplace where the postman or woman will leave your parcel if you're not in.

If you have chosen Next Day Guaranteed or Saturday Delivery, you can track your order here or on the UK Mail website, once it's been dispatched. Please note we do not offer Next Day Guaranteed or Saturday Delivery as an option yet.

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Does my order need to be signed for?

Royal Mail Tracked 48/24 orders do not need to be signed for, we do not offer a Next Day Guaranteed or Saturday Delivery which require a signature.

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What if I'm not in when my order arrives?

If you're out when the parcel arrives, or it's too big to put through your letterbox or needs to be signed for, your post person or courier will leave a card telling you where you to pick up your discreetly packaged order.

If your parcel is taken to the nearest delivery office you will have to go and collect your parcel.

If your parcel is taken to the nearest courier depot, you can collect it or arrange for it to be redelivered.

If a ‘Something For You' card is left – What are my options?

• Free re-delivery to your or your customers address

• Collection from a local Delivery Office

• Free re-delivery to an alternative local address (in the same postcode area)

• Collection from a Post Office® for a nominal fee of 70p

Redeliveries can be booked at www.royalmail.com/redelivery or by calling the number on the ‘something for you card'

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What will my package look like?

All orders are sent with the non-descript return address name of "BM Group" instead of "Beauty Masterpiece". Products are mailed in bubble-wrap envelope or a plain box (depending on the nature and/or size of your order). There's also no need to worry about your bank statement as your transaction will show as 'BM Ltd'.

There are no markings on the back or side of your parcel. The only markings are your address label on the front, which appears as below, and a Royal Mail Delivery or courier sticker depending on the service used.

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Discreet Delivery?

We understand that privacy is important to our customers. So to ensure your purchase with us is kept secret from your neighbours, children or even parents, we use the utmost discretion in packaging your order for shipment.

I have placed my order but the wrong delivery address has gone through - can I change it?

If you spot this error on your confirmation please Contact Us as soon as possible, via email and our customer Services Team will be happy to advise you. We will do our best to get this re-routed to you although unfortunately once dispatched we are unable to amend your order.

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Can I upgrade my parcel from Standard to Express delivery?

Unfortunately once the order is confirmed we are unable to amend the delivery option

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My order has not arrived?

If your delivery is more than 4 working days overdue, or 6 days overdue not including weekends/ bank holidays, then please Contact Us and we will investigate. To help us process this as quickly as possible, please make sure you have your order number to hand when you call.

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What rules apply to International Deliveries?

Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain destinations outside the UK. Ann Summers reserves the right to define what can and cannot be delivered to which destination.

Payment - Purchases will be made in pounds Sterling. International credit card providers or banks will determine the exchange rate and may add an additional processing or administration charge in relation to such payment which international credit card holders will be liable to pay. Ann Summers products are sold on a delivery duty unpaid basis.

The recipient may have to pay import duty or a formal customs entry fee prior to or on delivery. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing an order for international delivery. Occasionally, the supply of your product(s) or may be delayed or prevented for reasons beyond our control - for example, import delays or higher than anticipated demand. Where this is the case, we will, of course, make every effort to keep you informed but shall be under no liability to you for such delay or failure.

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REFUNDS AND EXCHANGES

How do I return an item/s?

You can return your item* within 28 days of purchase. For a full refund the items will need to be in saleable condition and you must have proof of purchase. Return via post using the label provided in your parcel by following the instructions outlined on the back of the Delivery Note.

*For hygiene and security reasons restrictions apply.

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I've lost my Delivery Note

If you ordered online and have lost your Delivery Note please Contact Us as our Customer Service team will be able to help.

Without a delivery note you cannot be granted a refund.

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How long will it take to receive a refund?

We aim to refund you as quickly as possible, but it may take up to 10 days from receipt of your returned items at our Head Office for the refund to reach your account.

If returning your items to Head Office please keep a proof of postage receipt to enable us to investigate your refund request if you have still not received it 10 days after posting. If this is the case please Contact Us.

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How do I return a faulty product?

We are sorry your product has proved faulty and would like to resolve the problem quickly for you. please Contact Us so we can arrange a replacement and provide instruction for return.

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My order is incorrect or faulty

We are sorry if your product has proved faulty and would like to resolve the problem quickly for you. You can post it back to us using the label provided. If you choose to send it back, please indicate the reason for return on the returns form provided and include a covering note describing fault where necessary.

If you have received an incorrect item, please follow our Returns instructions on the back of the Delivery Note, entering the appropriate reason code on the form and detailing the item you would like us to send to you as a replacement.

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How can I exchange an item?

Exchanges can be made within 28 day of date of purchase/delivery This has to be done with a receipt. If you do not provide proof of purchase, we cannot offer an exchange. To exchange products, they must be returned in a saleable condition.

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PROMOTIONS AND OFFERS

How do I apply a promotional code?

If you acquire an Beauty Masterpiece promotional code, it's valid for use online only at www.beautymasterpiece.co.uk.

Enter your promotional code by navigating to your shopping bag at the top right of the website. When you're in your bag, enter the code and click 'Apply Code'. The discount will then automatically be deducted.

Orders must be placed before 23:59pm on the expiry date of the offer.

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Can I use more than one code per order?

Only one promotional code can be used per order, if you have more than one promotional code you may need to place separate orders.

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Why is my promotional code not working?

For possible reasons why your code may not be working, please Contact Us.

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Do you offer student discount?

Unfortunatly we do not currently offer student discounts. This is something we will look into and aim to get up and running in the near future.

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