FAQ's

Which payment methods do you accept?

We accept all payments including Paypal, Google Pay, Apple Pay, Debit cards and all major Credit cards

Are your products cruelty-free?

Yes, all our products are cruelty-free and vegan. If unsure or concerned please feel free to contact us by sending a message to cs@septemberrosecosmetics.com or use our contact form. 

How can I add a discount code to my order?

At checkout, click View Order Summary then apply code in the field "Have a discount code?"

How long does it take to process my order?

We aim to process orders within 2 working (business) days (does not include weekends and bank holidays). You will receive an email confirmation with the tracking number once shipped. 

NB: Whilst we endeavour to process orders on the same working day however, during busy times processing can take 5-7 working (business) days.

Delivery times are as follows: 

​UK orders will typically take 1- 3 working (business) days

EU/US/Canada/Australia/New Zealand typically take up to 5 -7 working (business) days

US and Other international orders can typically take 5 -15 working (business) days

NB: Sometimes there may be custom delays at certain instances due to customs checks in your country which is beyond our control. 

Will I be charged any customs fees?

For international orders, you may be subject to customs fees. The amount varies so we advise you to contact your local customs office in your country for further advise. 

Will I be provided with a tracking number for my order?

Yes, all domestic and international orders will be provided with a tracking number via the email address provided during check-out.

What is your return policy?

Due to hygiene reasons, we are unable to accept returns for hygiene reasons. However, in some instances we may be able to accept your returns. Please contact us by sending a message to cs@septemberrosecosmetics.com or use our contact form, quoting your order number. 

Should we accept your returns, please be advised that you are responsible for the returns cost and your initial shipping fee may not be refunded.

Can I cancel my order?

Yes, you're able to cancel your order after placing it by sending us a message to using the contact form, quoting your order number.  Please be advised that this is not guaranteed however as we sometimes process orders promptly.

Help! My order arrived damaged

Please be advised that despite the careful packaging that takes place with the palettes, unfortunately some may still be damaged during transit. 

In the event of a damaged palette, we ask that you notify us by sending a message to cs@septemberrosecosmetics.com or use our contact form.  You are advised to do so straight away (within 1 day of receipt of defective good(s) providing images, full name and order number. We will get back to you within 48 after receipt of your email.  

Lost/Missing Orders 

We can only declare an order lost/missing if the postal service or courier confirms the shipment as such or, if you have not received it by the following time scale after the due date:- 

UK - 10 working days 

Europe - 20 working days 

Rest of the world - 25 working days 

In the event of a lost/missing order, we ask that you contact us by sending a message to cs@septemberrosecosmetics.com or use our contact form, quoting your order number.