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FAQs | Glossybox

Got a query?

If you have any queries we have a list of Frequently Asked Questions below that will tell you how to use our site, order from us, start an account and track the progress of your order.

If you cannot find the answer to your question, please go through your account to send a message to our customer service team.

COVID-19

According to the World Health Organisation (“WHO”), the chances of contracting COVID-19 from an inanimate object are very low. However, GLOSSYBOX is constantly monitoring the situation (and any official advice issued in connection with the same) and GLOSSYBOX is taking sensible measures to protect customers and staff. We suggest you review the WHO website for latest advice in this regard.

Specifically, in respect of the threat of COVID-19, additional measures implemented by GLOSSYBOX currently include the following:

  • All GLOSSYBOX employees have received additional education and training on hand hygiene and we have deployed additional hand sanitisers throughout all workplaces.
  • We are adhering to UK Government guidelines and supporting employees who need to self-isolate for 7 days, should they have any concerns or show flu-like symptoms, have a high temperature or a persistent cough
  • In addition, we are taking extra precautions on reducing any touch and transmission points throughout all GLOSSYBOX premises and workplaces.

In response to COVID-19, all our carriers are taking precautionary measures to ensure the health and wellbeing of their drivers and our customers.

Please be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority.

There is currently no impact to our delivery services at this stage, however we encourage all customers to use your home address for delivery.

Moving forward all carriers will operate a contact free delivery service which means that you won’t be required to sign for any parcel that’s delivered.

You can see all carrier guidelines and measures upon visiting the nominated carrier website, emails will be provided upon dispatch to confirm delivery information.

We hope that you understand and appreciate the measures that have been implemented are to protect you and ensure we can continue operate as normal.

The safety and wellbeing of both colleagues and customers is our absolute priority. GLOSSYBOX has consistently taken early and swift actions to ensure this. This includes imposing a ban on both travel and external meetings across the entire 7,000 workforce since mid-Jan this year. GLOSSYBOX has also been at the forefront of implementing work for home policies, with 90% of our office based colleagues working from home ahead of recent Government requests for people to work from home where at all possible.

We also have strict safeguarding measures in place across each of manufacturing and distribution sites across the globe, which go far beyond any Government guidelines. This is to ensure our teams can work safely while maintain social distancing at all times. Other measures include providing our manufacturing and distribution colleagues with ready-to-cook ingredient meal packs at the end of each shift, sufficient to feed a family of four. These are provided free of charge and aimed at reducing the needs of our staff to visit supermarkets, increasing their own safety while reducing the strain on supermarkets to help the more vulnerable in our local regions.

We are introducing world-leading measures to monitor and safeguard the health of all colleagues working in our fulfilment centres. In addition to temperature checks and social distancing measures across all sites, we will be installing thermal imagery technology throughout our Warrington premises, with plans to deploy globally. This innovative equipment will allow us to offer early detection of elevated body temperatures which may indicate the presence of a fever,via non-invasive and non-intrusive technology. We don’t believe any other company has taken this measure.

General

GLOSSYBOX is a beauty discovery platform. Every month, we deliver five hand-picked beauty products straight to your doorstep.

UK SUBSCRIPTION PRICING


There are five subscription options: 


Two pay monthly options:

A 1 month subscription costs £10 per month + £3.25 postage and packaging.

This continues on a monthly basis until you cancel. 

A 12 month subscription costs £8.50 per month +£3.25 postage and packing. 

This continues on a monthly basis for 12 months. This subscription automatically renews after 12 months unless you opt out of the plan.


Three pay upfront options:

A 3 month subscription is pre-paid £38.25 including delivery. 

This subscription automatically renews after 3 months unless you opt out of the plan.

 A 6 month subscription is a pre-paid payment of £69 including delivery. 

This subscription automatically renews after 6 months unless you opt out of the plan.

 A 12 month subscription is a pre-paid payment of £132 including delivery.

 This subscription automatically renews after 12 months unless you opt out of the plan.


 All regular subscriptions are recurring, unless cancelled within the term deadline. 

You can see these options and sign up at: http://www.glossybox.co.uk/subscribe.list


IRISH SUBSCRIPTION PRICING


There are five subscription options: 


Two pay monthly options:

A 1 month subscription costs €14 per month before postage and packaging.

This continues on a monthly basis until you cancel. 

A 12 month subscription costs €12 per month before postage and packing. 

This continues on a monthly basis for 12 months. This subscription automatically renews after 12 months unless you opt out of the plan.


Three pay upfront options:

A 3 month subscription consists of a pre-paid payment of €39.75 before postage and packaging.

This subscription automatically renews after 3 months unless you opt out of the plan. 

A 6 month subscription consists of a pre-paid payment of €76.80 before postage and packaging. 

This subscription automatically renews after 6 months unless you opt out of the plan. 

A 12 month subscription consists of a pe-paid payment of €144 before postage and packaging. 

This subscription automatically renews after 12 months unless you opt out of the plan. 

Postage and packaging is €5 per delivery. 


All regular subscriptions are recurring, unless cancelled within the term deadline. 

You can see these options and sign up at: http://www.glossybox.ie/subscribe.list

The 1 month Pay Monthly subscription plan is renewed automatically every month until you cancel. 

You must cancel by the 14th of the month should you not wish to receive any further boxes.


The 12 month Pay Monthly subscription plan is renewed automatically after 12 months unless you decide to cancel. 

You must cancel by the 14th date of the final box month should you not wish for your 12 month Pay Monthly plan to renew. 


For 3, 6 and 12 month Pay Upfront subscriptions, you pay in advance and your subscription will automatically renew after this time unless you decide to cancel. 


You must cancel by the 14th date of the final box month should you not wish for your 3, 6 or 12 month plan to renew. 

Please note that orders in progress cannot be cancelled.

Don’t worry, there are no hidden fees at GLOSSYBOX. Full price at checkout includes postage, packaging and VAT.


Please take your time to read the terms and conditions & our FAQ.

We are sorry to hear you want to leave if there's anything we can do to help you find you a more suitable plan please get in touch with us by talking to our Customer Care team on Live Chat through your account area.


PLEASE NOTE: If you are cancelling after the 14th, you will still receive next month’s edition as your box has already been allocated. Your cancellation will be effective from the following month.

If you want to change to a different subscription plan, or perhaps you have a gift card which you would like to redeem, you must wait until your current plan is expired/cancelled. 


You can then reactivate any time after the first of the following month, in order to avoid duplicate boxes. (e.g. if you have a 6-month plan that starts in February and ends in July, you must opt out/cancel by the 24th of July to avoid your subscription from renewing. From the 1st of August, you can log in and reactivate - choosing whichever new plan you prefer).

The most common reason you're experiencing difficulty on our website may be a browser issue. Our website is not consistently supported by Internet Explorer, Safari, iPads or mobile phones, which may lead to occasional problems when accessing your account dashboard. To optimise our website’s functionality, we recommend using Google Chrome or Mozilla Firefox.


Account

To log into your account, click on the login icon on the top right hand corner of our website homepage (www.glossybox.co.uk or www.glossybox.ie) - This will prompt you to enter your email address and password. Once accepted, click on (Hello, your name) to lead you into your Account Dashboard. 


If this does not work then please contact our Customer Care Team who will be only too happy to help you.

Maybe you have forgotten your password? 

Simply click "Forgotten password", type your e-mail address and we’ll send you a new password. If you fail to receive an email within minutes containing the new password, you may have given an erroneous or mistyped e-mail address at the time you set up your GLOSSYBOX account. In such event, please send us an email through your account detailing your full name and billing/delivery postcode and our Customer Care Team will be on hand to help.

Address changes must be made by the last day of the prior month in order to take effect for the next month’s shipment (e.g. to change the shipping address for your February GLOSSYBOX, you will have to update your address by the 20th of January).


Please follow the below steps to update your address information:


  • Log into your account
  • Select 'view all' in the subscription section of your account
  • Select the subscription that you would like to update within the 'current subscriptions' section
  • At the bottom of this page, you will find a 'change address' button
  • You will then be able to add/edit your address
  • When saved, your change of address will apply to all of your future GLOSSYBOX orders


*If the address is not updated in time, the shipping label will be printed with the previous address. If an item is returned to sender due to an incorrect address, we will only be able to resend your address upon it's return back at our warehouse.

Once you have successfully subscribed to GLOSSYBOX, you may access and edit your Beauty Profile at any time. It comes in the form of a brief questionnaire asking about your beauty preferences. This helps us to select products that most effectively address your beauty needs. You may also access your profile by logging into your account and clicking on "My Beauty Profile" on the left hand sidebar. Should you have several GLOSSYBOX subscriptions running on your account, you are able to complete a separate Beauty Profile for each.


The Beauty Profile contains questions about your preferences and the condition of your skin and hair. It helps us gain knowledge of your preferences, enabling us to better select brands and products for them. Our box versions are matched as closely as possible to your specifications.


We hope you understand that the product selection you receive in your boxes is also a personal preference. In order to provide you with new and exciting products to cater for all of our subscribers, your boxes will occasionally contain items that may not quite match your selections. 

We need to receive cancellations by the 14th day of your desired finishing month. 

You can cancel 3, 6 and 12 month Pay Upfront subscriptions at any time for the plan not to be renewed at the end of the term, however you cannot cancel a 3, 6 or 12 month Pay Upfront subscription early and you must complete the term. You can cancel out of a 1-month rolling plan at any time. You cannot cancel a 12-month Pay Monthly contract until the end of the term however can cancel at anytime for the plan not to be renewed at the end of the term.

For example, if you subscribe on the 1st of the month you would need to cancel before the 14th of the same month, otherwise you will be enrolled for one more box with us. 


Please note: if you've already been billed for the current month (usually on the 1st for the rolling one month subscription), your cancellation will be effective starting next month. IMPORTANT: If you sign up or cancel after the 14th you will receive that months box which you are subscribing to along with the following months box.


IMPORTANT: If you sign up or cancel after the 14th you will receive that months box which you are subscribing to along with the following months box.


The most common reason is that the cancellation did not take place within the subscription deadline. 


Your monthly subscription to GLOSSYBOX must be cancelled by the 14th of the desired final month (e.g. you must cancel by the 14th of February if you wish for the February box to be your final month). 


You cannot cancel a 3, 6 or 12 month subscription early. You can opt to cancel at any time however the cancellation will only be viable at the end of the term. You must cancel before the 14th of the final month. A cancellation before expiration will not cancel or refund the remaining delivery orders, as it only stops the renewal at expiration.

Should you wish to return a box back to us, please do so within 14 days of your box being dispatched. After this period, we will not accept your box back for a refund.


Please note that boxes will only be refunded if the box is unopened. 


To return your box back to us, please contact our Customer Care Team through Your Account who will provide you with our returns address and an authorisation code.


GLOSSYBOX are not responsible for covering returns postage fees - it's fine to send your box back via a Standard Delivery Service but we do ask that you keep a copy of your postage receipt in the event that your box does not reach our warehouse.

You must wait until your current plan has expired or been cancelled before you can update your account with a new subscription. Otherwise, it will cause an overlap and you might receive duplicate boxes/charges. (For example, if your plan expires in January, you must wait until February to reactivate your new plan).


Please follow the below steps to reactivate your subscription:


  • Please log into your account
  • Click on "My Subscriptions and Orders"
  • Next to your expired or cancelled plan, click on REACTIVATE
  • You will then be prompted to choose the plan you want
  • Choose "Use existing payment" or "Update payment"
  • Click "Reactivate Plan" at the bottom of the page
  • IMPORTANT: to reactivate your subscription with GLOSSYCredits you will need to select the Monthly Plan.

If you signed up for a 3, 6 or 12-month Pay Upfront plan, your plan will automatically renew unless cancelled within the term deadline. You can opt out of this renewal service through your online account by cancelling by the 14th date of your final box month (e.g. To opt out of your 6-month subscription, which starts with February and ends with the July, you must cancel by the 14th of July). 


Please note that we cannot cancel a subscription on your behalf, this must be done by yourself through your online account.


If you want to change to a different subscription plan, you must wait to opt out of your current plan. You can then go in and reactivate a new subscription any time after the first of the following month, in order to avoid duplicate boxes (e.g. You have a 6-month plan that starts in February and ends in July. You must opt cancel by the 14th of July. Then on August 1st, you can log in and reactivate, choosing whichever new plan you prefer).


Glossybox as a Gift

GLOSSYBOX is the perfect gift for your loved ones. Please click here to visit our gift page and choose which subscription you wish to purchase. 


Gifts can be sent as a 3, 6 or 12-month plan and will be sent direct to your recipient via e-mail straight to their inbox within half an hour of the gift being purchased.


To redeem your gift, you will need to click on the e-mail that you received. You will then be taken to the basket page to complete your purchase. 

If you received your gift voucher prior to the 23rd October, click on your gift e-mail that you received enter your 12-digit code to activate your gift. Please contact our Customer Service team for any more information on gift vouchers bought prior to the 23rd October.


In order to redeem your GLOSSYBOX gift card/voucher, please follow one of the links below and type in your 12-digit code to activate your subscription:


www.glossybox.co.uk/gift/redemption OR www.glossybox.co.uk/redeemgiftcard


IMPORTANT: We strongly recommend you redeeming your code on a desktop/laptop rather than through a mobile or tablet device.

At this time, it is not possible to enclose a personalised message in our boxes. However, you can send an e-message if your choose to send an e-gift voucher.

Just like normal box orders, we are unable to make changes to the shipping address once the box is in transit. The recipient is welcome to get in touch with our Customer Care Team and have the address changed for all future boxes. Otherwise they can do this themselves by simply logging into their online account and updating their delivery address..

In this event, you can always send the e-gift voucher to your own email address, which you can download and print off yourself. Of course, you could also opt to send a GLOSSYBOX gift card via post instead.

In this event, we recommend that you state your own address and we will deliver the gift card directly to your door. Of course, you could also opt to send a GLOSSYBOX gift card via email instead.

Unless stated in the Terms and Conditions of the offer, a promo code cannot typically be applied to a gift subscription.

GLOSSYBOX plans cannot be cancelled once the recipient has redeemed their gift code. Please note that gift subscriptions do not automatically renew, only regular subscriptions do. The gift will automatically expire after the last box in the subscription has been shipped

Delivery

Once you have activated your subscription, we will ship your first box once we have activated and setup your account. This can take 3-5 working days. After this, we dispatch from the 5th of the month, it can take 3-5 days for all boxes to fully leave our warehouse. Kindly note that we are not liable for any unforeseen warehouse or postal delays.


For UK addresses, it can take 3-5 working days for delivery from when the package leaves our warehouse. As soon as your box is on its way, you will receive an email containing a tracking number that allows you to monitor its shipment - It can take 48 hours before you will see any tracking updates.


For deliveries to The Republic of Ireland, we advise 5-7 working days. Regrettably we do not provide tracking on Irish orders at this current time.


Please note that our delivery dates are estimates only; we cannot guarantee that there will not be shipping delays.

Your GLOSSYBOX will be dispatched from the 5th of the month. It can take a week for all boxes to fully leave the warehouse so don't panic if you haven't received your dispatch email in the first couple of days!

Subscriptions which are purchased on our website www.glossybox.co.uk/www.glossybox.ie can only be shipped to addresses inside the UK and Ireland (including Channel Islands, Isle of Man, Isle of White and the Scottish Islands).


GLOSSYBOX also has a presence in the following countries: France, Germany, Norway, Sweden and the USA. Please note that GLOSSYBOX subscriptions are not transferable to other countries or markets.

Postage and Packing is £3.25 (UK) and €5 (IE) per box - We show you a breakdown of the final subscription cost at checkout which includes the box cost and delivery charge together.

Your box may be returned to sender if you have given us an incorrect address, or if your box has been waiting at the sorting office for more than 18 working days without being collected. 


If this happens, it is important that you notify our Customer Care Team within 60 days of your initial box being sent out. If you do not contact us within this timeframe, we will be unable to resend your box or process a refund.

We're really sorry to hear that your box has arrived damaged. Sometimes contents of the box may be disturbed in transit but we're always on hand to help.


To ensure we can get this sorted for you as quickly as possible, please ensure that you provide images of any damage for Quality Assurance purposes. Once we receive the image, we will be able to address the warehouse with this error and offer replacement options.


IMPORTANT: If you experience any issues with missing or damaged items, you must contact GLOSSYBOX within 60 days from the date of receiving the merchandise. You can contact us through our Your Account.

We're really sorry to hear that you're missing an item from your box and can understand this is disappointing. To help us resolve this for you quickly, please inform our Customer Care Team which product you believe to be missing from your box by sending a message through Your Account. We will then be able to investigate the matter further for you.

*Please note that this tracking information is applicable to UK orders only.


Should your box not be able to be delivered, the postman will take your box back to your local delivery office (DO) awaiting collection - The status of your tracking will be marked as 'We have your item'. You can track your GLOSSYBOX using your tracking number through the Royal Mail tracking page. A link to this page will also be included in your dispatch email.


If the box is at the local delivery office, please take your Royal Mail Delivery Card, along with a valid form of ID to collect your box.


If in the occasion the postman has failed to leave you a Delivery Card, please contact Royal Mail on 03456 021 021 with your tracking number and they will be able to help you further.


Failure to collect your box after 18 working days will result in your box being returned back to us. If this happens, please contact us within 30 days and we will be able to resend your box for you. If we do not hear from you during this time, we will be unable to resend your box.

There are several reasons you may not have had your box yet. Here we aim to help you through the steps to identify these.


UK: 

When the box leaves our warehouse, we send you a dispatch email with the delivery and tracking details so that you know when to expect it. If you have received this email, the box is now on its way to you and you should receive your box within 3-5 working days. Dispatches start on the 5th of the month and can take up to a week to fully leave the warehouse.


IE:

When the box leaves our warehouse, we send you a notification of dispatch email. If you have received this email, the box is now on its way to you and you should receive your box within 5-7 working days. Regrettably we do not provide tracking on Irish orders at this current time.


IMPORTANT: For a lost box or a box showing as delivered but not received, you must contact us within 30 days from the ship date. Any complaints received after the timeline given will not be eligible for a refund or replacement.

Payment

If your subscription is marked as 'waiting', this means that we have been unable to charge you for your box as of yet. For a monthly subscription, we usually begin charging on the 1st of each month - If we cannot charge you on this date, we will continue to do so on scheduled dates throughout the month.


Please note that the payment is not refused from ourselves but from your payment provider. This may also be down to a recent change in your existing payment method, such as a blocked or expired card.

If you do need to change your payment details, please complete the following steps to ensure you do not miss out on your box:


  1.  Please log in to your customer account on our website, www.glossybox.co.uk
  2. Now click on "Show all" next to "My Subscriptions and Orders"
  3. Click on "Change Details" against the 'waiting' subscription - On this page you will find the button 'Change Payment Details'
  4. As soon as payment has been updated and we have successfully charged you, your subscription will revert back to 'active'

Please note that if we are unable to successfully charge you for that month, that particular box will not be sent and your subscription will roll over to the following month.


IMPORTANT: We are unable to take payment information over the phone or via email so this needs to be done by yourself through your online account

We will typically attempt to debit your account every 48-72 hours until it is successful. If we are unable to successfully charge you after several attempts, we will withhold shipment of the GLOSSYBOX until your billing details are updated..The subscription will go into 'waiting' mode until your billing details are updated. However, this will not cancel the subscription. 


Please note that a change of your payment information for one subscription also extends to any other subscriptions linked to your account. In order to avoid duplicate charges, please make sure that you only have one subscription running before updating your payment method.

At this time, it is not possible to pay for different subscriptions with separate payment methods. If you wish to pay for a given subscription with another credit card, you will need to set up another account using a different email address. Please note that a change of your banking data for a subscription also extends to all other subscriptions of your account.

If you receive an e-mail detailing a payment problem against your subscription, please log into 'My Account' area and check or update your payment information that you have provided us with. Should you need any assistance with this, please contact our Customer Service team who will be able to resolve any issues.


If you have paid for your subscription throughout PayPal, you will only be able to resolve your payment issue using a debit or credit card. 


Unfortunately, subscriptions cannot be temporarily suspended at this time. 

If you desire a time-out for one or two months, you may cancel your monthly subscription within the cancellation deadline Terms and Conditions then reactivate it at a later date.


Please note that Pay Upfront subscriptions (3, 6 or 12 months) and 12-months Pay Monthly subscriptions cannot be cancelled once in progress.

Your promo code may only be valid for certain subscriptions or the code may have already expired. These restrictions are detailed on the fine print of the offer. If the problem persists, please reach out to us via our message centre within my account (please note, you will need to login before you can send a message) and we will be happy to assist you.

On the your shopping basket page at checkout, enter you Promo Code below the list of items you have added to you shopping cart. After you have clicked on "Add" the code will be activated and you new balance will be shown. 

No, only one promo code per order can be inserted.

For Pay Monthly subscription plans, payment for your first box will be taken straight away when you sign up. After this, payments are typically taken on or around the first of the month.


For Pay Upfront subscriptions, the full-amount for a 3, 6 or 12 month plan is taken right away when you sign up. 

Another 3, 6 or 12 month payment will be taken for the subscription renewal on the 2nd of the renewal month unless you opt out of the plan (e.g. You have a 6-month plan that started in February and ends in July. The renewal payment will be taken on the 2nd of August).



Product

If you experience any issues with missing or damaged items, you must contact GLOSSYBOX via our message centre within my account (please note, you will need to login before you can send a message) within 60 days from the date of receiving the merchandise. 

To ensure we can get this sorted for you as quickly as possible, please ensure that you provide images of any damage for Quality Assurance purposes. Once we receive the image, we will be able to address the warehouse with this error and offer replacement options.


We make every effort to create an exciting mix of products in every GLOSSYBOX. In some rare instances, an individual product that has proven popular and well-loved in the past may make a re-appearance in your box. If you are unsatisfied with a duplicate product, please reach out to via our message centre within my account (please note, you will need to login before you can send a message) a member of our Customer Care Team will be able to help you.

Regrettably, we cannot guarantee that your GLOSSYBOX is free of certain substances or compounds since we feature different products every month. If you suffer from a known allergy against certain substances or compounds, we urgently recommend you to thoroughly review the ingredients of a respective product before using it.

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