Customer Service

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We are really very sorry but some of our carrier partners are currently experiencing delays delivering our orders at the moment. They are working really hard to get your products to you as soon as possible. As a result our Consumer Care team are extremely busy and it is taking us longer than usual to respond to enquiries. We really appreciate your patience and ask that you keep checking your tracking information for updates. Thank you for your understanding.


Dear Smashbox Family.

At this extraordinary time, the health and well-being of our employees, consumers, partners and the broader community remains our top priority.

Please note that according to information and guidance available from the W.H.O and medical experts, the risk of catching the virus that causes COVID-19 by touching cardboard or other shipping containers is low. Our products are produced and packaged under stringent quality control and safety procedures, with standard comprehensive hygiene and cleaning protocols in place across our manufacturing and distribution channels. Our Smashbox website remains open and we remain committed to health, safety, and support for our communities, online and off, as we navigate through this unprecedented time together.

Please refer to the below FAQs for the latest brand information and updates.

 

FAQ

Are your stores still open?

 

There is nothing more important than the health and well-being of our employees, consumers, partners and broader community. Beginning Wednesday, 18th March, we temporarily closed our freestanding stores in the UK. In the meantime our online store remains open. Otherwise, join us on Instagram for the latest updates.

Can I still place an order?

 

Yes you can still place orders through Smashbox.co.uk.

Will orders be delayed?

 

We are currently experiencing order processing and delivery delays. We appreciate your understanding and are committed to delivering your order as soon as possible.

I placed and order a few days ago and I haven’t received a notification of dispatch.

 

Please be aware that we are currently experiencing order processing and delivery delays. We are committed to keeping you informed with the status of your order. Once shipped, you will receive a shipping confirmation email with tracking details. We appreciate your understanding and if you have further questions or concerns please do not hesitate to use our live chat service. Additional contact information can also be found here.

How do I return my order?

 

Please note that products ordered from 1st March 2020 with a valid receipt can be returned or exchanged up to 90 days following their purchase date. For details on how to return your items please click here. For in-store purchases, we will welcome returns up to 28 days from the day our stores reopen.

Will my order be gift-wrapped?

 

Gift wrapping is currently unavailable. We apologise for any inconvenience this may cause.

How do I check on a smashbox.co.uk order?

 

The best way to check on orders is by registering for a Smashbox.co.uk account before you shop. Once you’re signed up, you can follow your purchases HERE. If you used guest checkout to place your order then please call call 0808 281 0236 or email us to get an update on your order.

 

How do I get free delivery?

 

Complimentary standard delivery is automatically applied to purchases (we’re smooth like that).

Does Smashbox accept international orders?

 

Smashbox.co.uk orders are shipped to locations within the U.K. only…but our makeup is available all over the world! We’re now in 40 countries and counting. Use our store locator to find a location near you.

Does anyone else see the information that I provide to Smashbox?

 

At Smashbox.co.uk, we understand how important security is to you. When you place an online order with us, we encode your info using Secure Sockets Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date.

We also use government-approved encryption software to ensure that your order is placed safely and securely.

Does Smashbox test on animals?

 

We live for lipstick and are serious about primers — but we also really care about animals. That's why we are cruelty-free. We test our products on human volunteers, not animals.

Why has my favourite product been discontinued?

 

We make decisions based on what people are buying, loving and talking about with their friends. We also understand that discontinued products and shades are basically a beauty girl’s worst nightmare.

If one of your faves is no longer available, email us to let us know you’re missing it. Check our Final Call section, where we sell discontinued items for as long as they last. Wherever you find it, it’s best to stock up!

Do you offer private makeup consultations?

 

We do! Visit a Smashbox counter to chat with one of our trained studio artists. Click here to find a location near you.

I’m a makeup artist. Do I get a discount?

 

Not at the moment. We love our cosmetically-obsessed, contour-inclined artists so watch this space!

Do you have a rewards programme?

 

Not yet but watch this space! Make sure you sign up to our emails to be first to know about offers, new makeup launches and camera ready makeup straight from our photo studio in L.A.

When you sign-up to the Smashbox.co.uk email newsletter for the first time, you will receive a welcome email which will include a discount code for 10% off your next order. Code can only be used once per customer. Only one discount per order. Offer excludes gift card purchases and services. Smashbox reserves the right to cancel this promotion at any time.

What happens if I forget my password?

 

We’ll help, obvi. Log in and click Forgot Password in order to reset.

 

It’s my birthday. How can we celebrate?

 

We’re gonna party like it’s your birthday!

Make sure you sign up to receive our emails and we'll send you a birthday treat offer every year during your birthday month. You can redeem your b-day gift on Smashbox.co.uk by making a purchase and applying your offer code, which will be emailed to you during your birthday month.

There’s a limit of one b-day gift per person, which can only be redeemed during your birthday month. Your b-day gift can’t be transferred, returned or exchanged. 

 

So, about those emails you keep sending…

 

You can manage your email preferences under My Account or by clicking the unsubscribe link at the very bottom of our emails.

 For more information check out our PRIVACY POLICY