FAQ

Due to complications arising from Brexit and COVID-19, we are currently offering delivery to a limited range of countries including the United Kingdom of Great Britain and Northern Ireland, United States of America, Australia, Canada, Israel and New Zealand. To comply with the International Civil Aviation Organization’s Technical Instructions for the Safe Transport of Dangerous Goods by Air, The Beauty Store are unable to ship some restricted goods by Airmail to overseas locations. Restricted Goods Include Perfume & Aftershave Aerosols & Pressurized Sprays Nail Polish We are able to ship restricted/dangerous goods to the following countries: United Kingdom of Great Britain and Northern Ireland and United States of America All other products are available for worldwide shipping, if your country is not available for shipping at the checkout, please contact us and we would be happy to help.

If you have an account you can login in to see the status of your order. You will receive an email confirmation to the email address provided, upon placing your order successfully. Your order will be dispatched within 1 working day* and you will receive an email confirmation to the email address provided. You will be provided with a tracking number when your order is dispatched. We send all orders through Royal Mail or DPD, you can track your orders here: Royal Mail – www.royalmail.com/track-your-item DPD – www.dpd.co.uk

All goods sold by House Of Geraldine are 100% genuine and in the original manufacturer’s packaging (unless explicitly stated in the product listing).

UK Standard Delivery (2-3 Working Days*) If you have selected this delivery option, your order will be delivered within 2-3 working days* starting from the date of dispatch. Please make sure you are available at your selected address, to receive your parcel. In the event you are not available, a delivery card should be left. UK Express Delivery (1-2 Working Days*) If you have selected this delivery option, your order will be delivered within 1-2 working days* starting from the date of dispatch. Please make sure you are available at your selected address, to receive your parcel. In the event you are not available, a delivery card should be left. This is NOT a guaranteed Next Day service, but 98% of orders are delivered within 1 working day using this service. UK Next Day Delivery – Orders must be made before 14:00pm (Next Working Day*) If you have selected this delivery option and made the order before 14:00pm that day, your order will be delivered the next working day* starting from the date of dispatch. Please make sure you are available at your selected address, to receive your parcel. In the event you are not available, a delivery card should be left. *working days for the purpose of our Delivery policy, do not include Saturday, Sunday or Bank Holidays. UK Saturday Delivery – Orders must be made before 14:00pm If you have selected this delivery option and made the order before 14:00pm that day, your order will be delivered the on next available Saturday. Please make sure you are available at your selected address, to receive your parcel. In the event you are not available, a delivery card should be left.

We will notify you by email when your order is dispatched, we can confirm all orders have left our building and proof of postage can be supplied. Please visit our delivery policy page for estimated delivery times, these times are indicative and subject to availability, payment authorisation, verification and processing. If your tracking number indicates that your order has been delivered and you haven’t received your order, you should: Check if someone else at your address has accepted it. Look around the delivery location. Your parcel may have been left with a neighbor or in a safe place like a porch or garage. Look for a notification of attempted delivery. You may find an attempted delivery notice in your letter box or on your door. Follow the instructions on that notice to request redelivery or to arrange collection of the parcel. Contact the carrier if there’s still no sign of the parcel. If you are still unable to locate the parcel please contact us and we will be able to raise a claim against the carrier. The Beauty Store must be notified in writing of any missing orders within 30 calendar days from the date of dispatch for Royal Mail and DHL and within 14 calendar days from the date of dispatch for DPD. Upon notification of a missing parcel we will raise an investigation with the carrier, this process normally takes 72hrs and pending the outcome of the initial investigation we then may be able to process your claim or have to raise the claim further with the carrier. If we have to raise the claim further with Royal Mail, it can take up to 30 days and will require you to complete a P91 form from Royal Mail, in these circumstances a claim will not be processed until Royal Mail have confirmed the return of the P91 form.

We only purchase the best products at the best prices, this enables us to offer you the best products at the best prices. This unfortunately means products will go out of stock from time to time, but don’t worry our purchasing team is hard at work trying to source the products. Unfortunately we are unable to give you an exact date for when products will come back into to stock. If you are desperate for your next beauty haul or have a special request don’t hesitate to contact us.

If you wish to cancel your order please notify House Of Geraldine by email at customerservices@houseofgeraldine.com within 1 hour of making your order. Please include the following details: Your Name Your Order Number Reason for cancellation Payment Method The refund will be applied directly to your debit/credit card or paypal account.

If you are expecting an email from us and haven’t received it. Your email provider may have blocked the email or they may have moved the email to your junk/spam folder. If you are using gmail, the emails may also have been moved to your promotions folder. If you wish to whitelist our email address to avoid this issue in the future, please follow this guide and add @houseofgeraldine.com to your email whitelist. If you are still unable to locate the emails, please contact us

Upon receipt of your return, House Of Geraldine will issue a refund within 3-5 working days* starting from the date your return is received. Please note delivery charges are non refundable, you will be refunded the cost of the product only. (This is only applicable if you have been charged delivery, for example £1.95 for Standard UK Delivery) However delivery charges will be refunded in the following cases: non-delivered item(s) damaged/defective item(s) incorrect item(s) If you have requested for an order cancellation, you will be refunded within 1 working day, but the funds may take 3-5 working days to appear in your account. *working days for the purpose of our FAQ, do not include Saturday, Sunday or Bank Holidays.

Please contact customerservices@houseofgeraldine.com to receive your Returns Order Number. Item(s) can only be returned if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and unopened. Item(s) must be returned within 60 days, starting from the day your item was dispatched. Please include a note stating your order number and reason for your return. The item(s) are returned at the buyers cost and the buyer will not be reimbursed for this cost by House Of Geraldine. Return your item(s) to the below address: Customer Returns House Of Geraldine 71 - 75 Shelton Street, Covent Gardens. London. United Kingdom. WC2H 9JQ In the rare event of a customer receiving an item which is damaged/defective* or incorrect (which were not advertised as damaged, unpackaged or no lid) we can provide a Royal Mail Tracked Returns Label upon request, please print this label and affix it to the outside of the packaging and take to your local post office. When we have received your return, we can either offer a full refund for the goods or a replacement order. *at the discretion of our management, we may require photographic evidence to support claims for damages.

One of the crucial requirements towards cosmetic products is their safety for human health. The core element of the cosmetic safety compliance is the Safety Assessment, which includes (among others) stability testing. This specific test is aimed at evaluating the shelf life of the finished products or their Period After Opening (PAO). According to the EU Cosmetics Regulation EC 1223/2009 if the shelf life is lower than 30 months, an expiration date must be indicated on the packaging of the product. On the other hand, if the shelf life is longer than 30 months, no indication of expiration date is necessary on the packaging. In this case, the Period After Opening (PAO) is mandatory. The PAO corresponds to the period during which the product is stable and can be used without posing any risk to the human health after opening. Therefore, it includes a de facto assessment of the stability of the product towards the risk of the microbial contamination, following the first use.