Do you offer free shipping?
Yes! We offer free shipping within the UK on orders over £50. Orders under £50 will have standard shipping charges applied at checkout.
Can I change or cancel my order?
Yes! If your order hasn't been dispatched yet, contact us immediately and we can cancel it for a full refund. Once dispatched, orders cannot be cancelled.
Do you ship internationally?
Yes, we ship internationally. Shipping costs and delivery times vary by destination. International shipping rates will be calculated at checkout.
What if I entered the wrong delivery address?
Contact us immediately if you notice an error. If the order hasn't been dispatched, we can update it. Once shipped, you'll need to contact the carrier directly.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Klarna.
Is it safe to shop on your website?
Yes! All payment transactions are encrypted and processed through secure payment gateways. We are PCI compliant and never store your card details.
How long does delivery take?
Standard delivery to England takes 2-3 working days. Other UK regions take 4-5 working days. Orders placed before 3:00 PM Monday-Friday are dispatched same day.
How can I track my order?
Once your order is dispatched, you'll receive a confirmation email with tracking information. You can monitor your delivery status online.
What shipping carriers do you use?
We use Royal Mail, DPD, and DHL depending on your location and selected shipping method. You'll see available options at checkout.
What if my package is lost in transit?
If your tracking shows no movement for 7 days or shows as delivered but you haven't received it, contact us immediately. We'll investigate and send a replacement or refund.
Do I need to sign for my delivery?
Standard delivery does not require a signature. For high-value orders, we may require signature confirmation.
Do you offer express delivery?
Yes! Express delivery options are available at checkout for UK addresses. Next-day delivery available for orders placed before 2:00 PM Monday-Friday.
Can I return an item if I change my mind?
No. We do not accept returns for change of mind. Please choose carefully before ordering.
What if I ordered the wrong shade?
If the product is completely unopened, unused, and in original packaging, you may return it within 14 days. You will be responsible for return shipping costs.
What if my item arrives damaged?
Contact us within 48 hours with photos of the issue. We'll arrange a FREE return with a prepaid label and provide a full refund or replacement.
How long do refunds take?
Refunds are processed within 3-5 working days after we receive your return. Allow an additional 5-10 days for your bank to show the refund.
Who pays for return shipping?
For damaged or faulty items, we cover all return shipping costs. For unopened wrong shade returns, you are responsible for return shipping costs.
Can I exchange an item?
We do not offer exchanges. If you need a replacement for a damaged item, we will refund you and you can place a new order.
How do I choose the right shade?
Check the product description for shade guides and swatches. If you're unsure, contact us before ordering - we're happy to help!
Are your products authentic?
Yes! All products sold at Sophia's Beauty are 100% authentic and sourced from authorized distributors.
Are your products cruelty-free?
Many of our products are cruelty-free. Check individual product descriptions for specific certifications.
Do you have a physical store?
We are an online-only retailer. This allows us to offer competitive prices and nationwide delivery.
How do I create an account?
Click the "Account" icon in the header and select "Create Account". Enter your email and create a password to get started.
I forgot my password. How do I reset it?
Click "Forgot Password" on the login page and enter your email. We'll send you a password reset link valid for 24 hours.
How do I view my order history?
Log into your account and select "Order History" to view all past orders, track current orders, and download invoices.
