Frequently Asked Questions
SHIPPING
How much is delivery?
We offer the safest and quickest way to get your order to you with the Royal Mail signed for service.
You will have the opportunity to select your preferred delivery method as your proceed through checkout, and will be able to check the total order value (including postage & packaging costs) before you complete the transaction.
We currently offer the following shipping options.
Mainland UK
| Priority | £3.90 | 2 – 3 days | Priority delivery within the UK is charged at £3.90. Orders are sent out by Royal Mail Priority Delivery and are always signed for. Orders should ordinarily arrive within 2 - 3 days. |
| Special Delivery | £8.50 | 1 – 2 days | Excludes weekends and Bank Holidays. |
| Next Day including Saturday | £13.00 | Dedicated Next Day delivery (including Saturday), between the hours of 9am and 5pm, provided your order is made by 1pm the preceding day/Friday. |
Non-Mainland UK
Priority
Western Europe
| Priority Shipping & Signed For | £8.50 | 3 – 7 days |
We guarantee that your order arrives quick and safe with our signed for service.
Rest of the World
| Priority Shipping & Signed For | £11.00 | 3 – 7 days |
This service is available in most countries. Parcels are delivered by Royal Mail Airmail International Signed For service and may take between 3 – 7 business days to arrive. Please allow 15 days. For orders over 2kg there may be additional shipping charges, please contact us for a quote at: info@sablebeauty.com.
How long will my order take to reach me?
Priority Delivery is a Royal Mail 1st class (2-3 business days) or Priority International service. Items are tracked and delivery speeds may vary depending on country.
For delivery costs and approximate speeds, please see the above shipping guidelines.
Which countries do you ship to?
We deliver our products worldwide, with a handful of exceptions.
Do you deduct VAT on orders intended for non-EU destinations?
Yes. Orders delivered to countries outside the EC fiscal area will not have VAT (UK Tax) charged on them. Please note that depending on your order and country, you may be liable to pay local taxes and duties on receipt of your order, for which Sable Beauty cannot accept liability.
ACCOUNT DETAILS
I can’t access my account, what should I do?
If you’re having difficulty accessing your account, the most likely reason is that your email address and/or password have been entered incorrectly.
Check the spelling of your email address and if you’re still unable to log in, you can request a new password by clicking the relevant link.
This should allow you to access your account and amend the password to that of your choice.
However, please be aware that placing an order does not automatically mean you’re registered as a Sable Beauty ‘user’. You need to complete the account set-up procedure by assigning a password to your email address/username.
When I log in, I can’t view my orders?
Only orders placed after your account has been created will appear in your order history. If you have checked out as a guest you will receive an order summary email, but no account will be created. Contact customer service if you have any queries.
However, if you’ve logged in to place the order and it’s not appearing in your records, please email our customer service team at customerservice@sablebeauty.com who will be able to advise you.
How do I amend my profile?
Once you’ve signed in, you can click ‘my account’ which will enable you to check your orders and make a number of amendments:
- Check the delivery status/tracking information for your most recent purchase.
- View your order history and wishlist.
- View any product subscriptions you have running.
- Check the credit level on any Gift Cards or store credits.
- Read any product reviews you’ve left.
- Edit your email address/password settings.
- Update your profile (display name, age range, occupation, region, newsletter subscriptions).
How can I re-set my password?
If you’re registered with a relevant email address (one without any misspellings) you can simply click ‘forgotten your password?’ on the sign in page.
A new password will be automatically triggered and emailed to the address you provided.
If the problem persists, please contact a member of our customer service team, who will be able to manually re-set your password, in turn allowing you access to your account.
CHECKOUT ISSUES
Which methods of payment do you accept?
We accept payment via all major credit and debit cards, and through PayPal. Below is a list of accepted methods of payment:
I haven’t received an order confirmation, was my order successful?
An email confirmation is automatically triggered upon order completion; however there are a number of reasons why you haven’t received one.
If you’ve made a mistake when submitting your email address
The confirmation may have been blocked by your spam filter so check your Junk folder.
There may have been a ‘time-out’ issue at checkout or a dropped internet connection, which prevented the order from being successfully triggered.
If you have an account, you can log in and check your order history to see if the order is listed. Otherwise, contact our customer service team who will be able to confirm the payment/order status.
My browser timed out, was the order accepted?
Usually ‘time-out’ issues result in an order being unsuccessful. If you see a ‘404’ error message or are concerned that payment wasn’t processed properly, please email customerservice@sablebeauty.com and a member of our team will respond within 24 business hours, or call 020 7229 2789 (10am-6pm GMT).
ORDERS
My order hasn’t arrived.
If you have concerns regarding the whereabouts of your order, the first thing to do is consult our delivery guidelines (detailed above).
If the estimated arrival date, based on the above guidelines has elapsed, then depending on your chosen delivery method we advise the following course of action:
Standard Delivery: Contact your local delivery/post office to see if they’re holding anything for you.
FedEx: Use FedEx’s online tracking facility to ascertain the location of your parcel. If there’s a problem with delivery, it will be clearly stated on the site.
If however, you’re still unable to locate your goods, please email customerservice@sablebeauty.com making sure to clearly state your unique order reference.
My order arrived damaged.
We want all of our orders to reach their destinations in perfect condition. If your order arrives damaged, please email photographs as soon as possible – including details of any leaks, breakages or signs that the outer parcel has been tampered with. Please retain the product and packaging until the issue has been resolved.
Please send relevant images to customerservice@sablebeauty.com so we can arrange prompt dispatch of a duplicate item if necessary.
My order arrived incomplete.
Our warehouse team are incredibly conscientious but occasionally mistakes do happen. If an item is missing (and you weren’t made aware of a stock shortage) or you’ve received something other than you were expecting, please make our customer service team aware of any issues as soon as possible; attaching photographs if relevant.
For missing items, we will verify with the warehouse and arrange dispatch of the relevant product as quickly as we possibly can.
If we’ve sent you a product in error, we ask that you email a photograph showing what you’ve received (if possible) so we can make the appropriate arrangements.
RETURNS
What is your returns policy?
If for any reason you’re dissatisfied with your purchase, we will gladly offer a refund on all products returned to us within fourteen days of your receipt, provided they are returned in their original packaging, in an unopened and unused condition.
Please be aware that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.
For all returns, please send to:
Sable Beauty Limited
Returns Department
109 Campden Hill Road
London W8 7TL
We will refund your product as quickly as possible by sending the money back to your original payment method. If your card has expired in the mean time you need to call us on 020 7229 2789 to arrange.
I’ve received the wrong product, how do I get the right one?
If we’ve mistakenly sent you something other than what you ordered, please contact our customer service team customerservice@sablebeauty.com as soon as you receive your parcel, together with relevant photographs if possible.
Photographs help us to react quickly to any order issues, as well as to substantiate any claim we may need to lodge.
I’ve suffered a reaction to a product, can I send it back?
If a product is defective, or you suffer an adverse reaction, please stop using the product immediately and contact our customer service team.
Please be aware that in both instances we cannot accept responsibility and may refer you to the manufacturer, requesting that you deal with them directly.
We will however, do our best to resolve any issues you may have as efficiently as we possibly can.
PRODUCTS
Do you offer samples?
We offer a selection of samples. These are subject to availability, but we understand that it is really important to try a product before committing to buying it.
Some of our smaller, more niche brands do not make samples because of the expensive production costs, but wherever they do we endeavour to offer them to our customers.
REVIEWS
How do I post a product review?
If you’d like to review a product navigate to its product details page and click on the reviews link (top right). If you are not logged into your account you will be guided to do so and then taken back to the review section of the product details page.
You can award a star rating and leave your chosen feedback, but please be aware that reviews are moderated prior to being made live. We will edit any misuse of language and may modify spelling/grammar where appropriate.