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Customer Service

We Love Our Customers

At bareMinerals, giving our customers an extraordinary experience is first and foremost in everything we do. We are more than happy to assist you with product purchases, provide you with tips and techniques, and answer any questions you may have.

Each purchase you make from our sites is subject to the Terms and Conditions and this Customer Service Policy.

  • Shopping

    Search For Products

    Use our comprehensive Search box located in the upper right corner of our site to find the exact product you are looking for. You can then browse through the results that fit your criteria. You can enter a product name, item number or any portion of the product description (colour, finish, etc). You will then be able to browse through the results.

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  • Search for Gifts

    Trying to find a present for someone special? Check out our Gift section.

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  • Best Sellers

    Not sure what the look of the season is? Take a peek at our list of Best Sellers.

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  • Beauty Q&A

    Can't find that perfect shade of foundation and matching powder? Visit our Tips and Advice pages created by users like you and our Education and Artistry Team. You can also visit http://www.facebook.com/bareescentualsuk where users like yourself chime in on the best tips and tricks around.

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  • Product Information

    After you have found the product you were looking for, you can read about the benefits as well as tips and ingredients on each product detail page. At the top left hand side of the page you will be able to read a brief description of the product. As you scroll down the page there will be additional details highlighting the benefits as well as Tips and Tricks.

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  • Beauty Tips & Advice

    Our websites offer Tips and Tricks on each product page as well as on the Tips and Advice pages. You can access this valuable information by visiting the individual product pages or by rolling over the Experience menu at the top of the website and selecting the Tips and Advice link. Inside the Tips and Advice section are Artist created looks, Instructional How-tos, as well as tips submitted by our customers and our Education and Artistry Team.

    Beauty Advice & Consultations
    Our bareMinerals boutiques host in-store beauty events with our Education and Artistry Team through out the year. Visit our Education & Artistry Team section to learn more about upcoming events and master classes.

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  • Product Availability

    Our websites carry a large assortment of bareMinerals products. Many of our products our seasonal exclusives and once they are out of stock they will most likely not return. Occasionally an item in our standard selection may be temporarily out of stock. At this time we do not have a backorder system. You can select to ‘Notify me’ and enter your email address, you will then receive an email when this item becomes available again.

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  • Ordering

    Ordering on our website is quick and easy.

    1) To add an item to your Shopping Bag, simply click on "Add to bag" either on a category page or a product page. You will see the product added to your Shopping Bag at the top right of your page.

    2) To view the items in your Shopping Bag click on the Shopping Bag icon in the upper right corner of the page.

    3) To remove an item from your Shopping Bag, click the {x} located on the right of the product in your bag. Your Shopping bag will automatically recalculate your total.

    4) To change the quantity of an item in your Shopping Bag, change the number in the Qty box next to the product whose quantity you would like to modify. Once done press the Update Cart button to recalculate the total of your Shopping Bag.

    5) If you have a promotional code, you will enter these codes on this page before you proceed to checkout. Enter the code in the promotion code box at the bottom of the shopping cart page. Once you press the Apply button the promotional offer will appear automatically on the Shopping Bag page.

    6) Once you have reviewed and are happy with the items in your Shopping Bag, press the “[Buy]” button to submit your order. Please note that by pressing the “[Buy]” button you are committing to purchase the products in your Shopping Bag.

     

    bareMinerals is entitled to refuse any order placed by you. You will receive an order confirmation email directly after placing the order to the email address you have given us [on registration or] on ordering, to inform you that it is being processed (this is not a receipt). The order will then be fulfilled by the date set out in the Confirmation or, if the Confirmation does not contain such a date, within [30] days. Order receipt occurs when you receive an email confirming dispatch of your order.

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  • Payment Information

    We accept the following credit and debit cards: Visa, Visa Debit, Visa Electron, MasterCard, Debit MasterCard.

    The price of any product is the price in force at the date and time of your order. We may change the price of any product before you place an order. We try to ensure that our prices displayed on our Site are accurate but the price on your order will need to be validated by us as part of the acceptance procedure. We will inform you if a product’s correct price is higher than that stated in your order and you may cancel the order and decide whether or not to order the product at the correct price. The prices are exclusive of delivery costs.

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  • Samples and Promotions

    Occasionally our websites will offer promotions through e-mails and advertisements.
    **Please note that excessive misuse of promotions and codes may result in order or item cancellation.
    bareMinerals may restrict redemption to one per client.

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  • Gift Packaging

    Unfortunately at this time we do not offer gift wrap.

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  • Delivery


    Delivery Options Price Timing
    Standard Delivery
     
    £2.50 Delivery within two to four working days.
    Next Working Day Delivery*
     
    £4.50 Delivery the following working day.*
    Orders must be placed by 12 noon.
    Next Working Day AM Delivery*
     
    £6.50 Delivery by 12 noon the following working day.*
    Orders must be placed by 12 noon.
    Saturday Delivery*
     
    £8.00 Delivery the following Saturday.
    Orders must be placed by 12 noon on a normal working day.*

    *PLEASE NOTE: Minimum delivery time is 48 hours to Scottish Highlands & Islands, Northern Ireland, Isle of Man & Channel Islands. This will affect ‘Next Working Day’ and ‘Next Working Day AM’ delivery options. It will also impact the ‘Saturday’ delivery option if placed less than 48 hours previous.


    If you are sending a gift, be sure to check the "Gift Receipt" box in the Gift Options section (located below the billing and delivery information.) If you would like to include a gift message on the gift receipt you will also check the "Gift Message" box, select a Greeting (optional) and fill in the text box with your optional gift message. To preview the message you can press the "Preview Message" button. The message you have entered will appear on the right. Our apologies but at this time we do not offer gift wrapping as an option.

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  • Delivery Rules & Restrictions

    Make sure to provide accurate address and postcode information to prevent any errors or delays in delivery. Your delivery address must be in the United Kingdom. (We’re sorry we are currently unable to deliver to UK Overseas Territories & BFPO addresses).

    If you choose one of the “Next Working Day Delivery” options, UK mainland orders received by 12 noon, Monday to Friday (excluding bank holidays), will be dispatched the same day . Orders received after 12 noon will be dispatched on the next business day. Please allow one additional day for deliveries to off-shore islands, including Scottish Highlands & Islands, Northern Ireland, Isle of Man & Channel Islands. Orders for Standard Delivery will generally be dispatched within [2 to 4] business days of receipt.

    Orders are processed and dispatched on business days only (Monday through Friday, excluding bank holidays).

    We will take all reasonable care to deliver to the address given. However we will not be liable for non-delivery or mis-delivery as a result of incorrect data entry.

    All orders require a signature upon delivery. If you are not there to sign for your order, our delivery company will leave a telephone number for you to call to make alternative arrangements.

    Any times or dates stated on our Site for delivery are estimates only. bareMinerals will make all reasonable effort to deliver goods within the time specified, but does not accept liability for any failure to deliver within that time.

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  • International Delivery

    Unfortunately at this time we are unable to ship to any international locations outside of the United Kingdom, UK Overseas Territories and BFPO addresses.

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  • Returns

    We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item (with receipt) in its original condition for a full refund within 30 working days of receipt for a refund.

    Please contact Customer Services on 0800 652 3362 (Monday-Friday, 9am-5:30pm) or email at customerservice@bareminerals.co.uk with your order number and Customer Service will explain to you how to proceed.

    If you choose to return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, delivery charges are not refundable and you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a proof of postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the products, in the unlikely event that we do not receive the returned parcel.

    If:
    1) the product delivered is not what you ordered (including any Substitute Products), or does not correspond with its description; or
    2) the product delivered is not of a satisfactory quality,

    bareMinerals will, at its option, deliver to you a replacement product or refund to you the price paid and your reasonable costs of returning the products.

    The Returns Process
     

    STEP 1. – Contact Customer Services

    Contact the Customer Services Team 0800 652 3362 (Monday-Friday, 9am-5:30pm) or by emailing us at customerservice@bareminerals.co.uk with your order details. Please note that we cannot accept returned goods that we reasonably believe have been used.

    STEP 2. – Returning the Product

    The Customer Service Team will email you a Return Merchant Authorisation (RMA) email with our Return Address, which you will need to print out and complete the necessary fields. Goods must be returned to us in their original condition at our distribution centre within 30 working days of delivery. Please ensure that the returned parcel is properly sealed, and that you have included within the returned parcel your completed RMA email print out. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.

    STEP 3. – Processing the Refund

    If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition at our distribution centre within 30 working days from delivery. You will receive email notification of your refund from our Customer Service Team.

    If bareMinerals issues a refund and you fail to return any products to us where required to do so and/or fail to make them available for collection after receiving notice requiring you to do so, bareMinerals shall be entitled to compensation from you equal to the sum of the purchase price for the relevant products and the original delivery charges. You authorise bareMinerals to deduct any such sums from the payment method used by you to make the purchase.

    This policy is only applicable to purchases made online at www.bareminerals.co.uk; we are unable to process returns for purchases made within a partnered retail location. Refunds will be issued to the original form of payment as soon as possible, but in any event within 30 days.

    Please Note: We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.

    By law, customers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. Your statutory rights remain unaffected.

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  • Billing

    Order Confirmation Emails

    Immediately after we accept an order placed by you on our website, you will receive an email that contains information regarding the details of your order. The order confirmation email is not your receipt, it is just confirming the order you have placed is being processed. Payment will only be taken once the item has been dispatched, once your order is dispatched for delivery we will then send an email confirming this; please feel free to print it for your records. The e-mail includes your order number, the details of the products, prices, quantities, promotional information, payment method, your delivery and billing addresses as well as the delivery method you selected.

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  • Canceling/Modifying Orders

    bareMinerals order process is automated to dispatch products quickly and accurately. Your order begins processing immediately after you click “Place Order” on the Review Order page in Checkout. During processing time it may be possible to cancel your order, but once the order moves into the shipping process, it cannot be cancelled. To attempt to cancel your order during processing please call us at 0800 652 3362 (Monday-Friday, 9am-5:30pm).

    If you have changed your mind about the order and it is too late to cancel, you can return any unwanted items in accordance with our returns policy. For more information on returns, please visit our Returns section.

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  • Problems with Checkout

    If you seem to be having issues with the online checkout system, please feel free to call customer service at 0800 652 3362 (Monday-Friday, 9am-5:30pm) and have them assist you in completing your order over the phone.

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  • Pre-Authorisation Information

    For your own security and protection bareMinerals.co.uk will pre-authorise the full amount of your cart

    The charge will be listed on your credit card bill as: ‘BAREESCENTUALS.CO.UK (and the total amount charged)’.

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  • Warranty

    We promise that for any product you purchase from our web site:

    1) we have the right to sell the product to you;
    2) the product will correspond with the description we have given to you; and
    3) the product will be of satisfactory quality.

    We exclude all other express or implied terms, conditions, warranties, representations or endorsements whatsoever with regard to any products (including without limitation the products), our web site or any information or service provided through the sites.

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