Help Centre

You'll need to register before you can place an order with Illamasqua.

As long as you have a valid email address, then you can head over to our sign up page to get in on all the beauty action.

It's easy to make changes to your details, whether it's your payment information, password or address book.

Log-in to your account and you'll see a range of categories at the bottom of the page under 'Account Settings'.

You can rest assured that shopping with Illamasqua is safe.

We're fully compliant with the data protection act so we care about keeping your details secure.

For further information, please visit our Privacy Policy page.

Don't worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we’ll send you instructions on how to get this reset.

If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the 'Email Preferences' option to make this change. 

All items ordered with Illamasqua are subject to stock availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we'll get in touch to let you know.

It's easy to place an order with us. Log-in to your account to begin browsing our range.

Once you’ve found the product you want, you’ll need to click 'Buy Now'. You can either carry on shopping or click 'View Basket' if you've got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.

Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.

Yes, click on the bag icon at the top of the page and you'll be able to see the item(s) you have in there so far. 

Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.

Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they're more than happy to help you do so.

See our contact page to get in touch with them now. 

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking 'Add a new address'.

We'll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

Your account makes it easy to keep track of all your orders. Click here to track your order. 

Once you've logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and you'll be provided with all the details you need about that order. 

We'll also send you a dispatch email as soon as your order is on the way.

Your account will show any previous orders you've placed. Click here to track your order.

Click on the order you want to view to find out more. If the order has been sent tracked then you'll be able to click through to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

If you can't find the information that you need, click on 'Message' within your account to contact our Customer Service team.

We're sorry to hear you want to cancel.

If there is anything we might be able to do that means you don't have to cancel, then you can contact our Customer Service team through your account to see if they can help.

If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order. 

We'll send you an email within an hour to let you know if the cancellation worked. 

If it fails, this is because the order has already been processes and is ready to be sent. Items that are in stock are processed quickly as we want to get products to our customers as soon as possible, without delay.

You can visit our Returns Policy to help you get the order back to us instead.

Once you've placed your order we cannot make any changes to it, such as adding or removing products from the order.

If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.  

Select the relevant order and you'll see that you can choose to cancel individual items or the whole order.

We'll send you an email within an hour to let you know if the cancellation worked. Please don't place a new order until you hear from us.

Don't worry we understand that this can happen; you can try and cancel the item in your account.

You'll need to click on the item and choose the cancel option. We'll send you an email within an hour to let you know if it worked.

If you can't cancel then you can send the item back to us. It's best to refer to our Returns Policy to find out how.

If you still need help, then you can send our Customer Service team a message while you're in your account.

We're really sorry that happened as we aim to provide high quality items to all of our customers.

So that we can look into this for you, please contact us to tell us more.

To speed the process up, it'd really help if you could find the information below before contacting us, don't worry if you can't though, we can help once you get in touch.

1. Order Number

2. Product Name

3. Details of the fault

4. Images that support the fault, if applicable

As soon as we've looked into the fault we'll let you know what we plan to do next by sending you an email.

We're really sorry to hear that, sometimes things can go wrong but don't worry as we can help. Please send us a message through your account.

We'll need to know the following information so that we can fix this for you-

1. Order Number

2. Incorrect item received

3. The correct item ordered

As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.

We take pride in our products so we're sorry to hear you've received your order damaged.

Sometimes things can go wrong but don't worry, as we can help. Please send us a message through your account.

Please don't throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.

As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment. 

Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered.

If the item has been sent, then please send a message through your account to let our Customer Service team know and they'll be happy to help.

We offer a variety of online payment methods to ensure our customers can place orders with ease.

- Visa

- Visa Debit

- MasterCard

- Maestro

- Visa Electron

- American Express

- PayPal

You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.

We do this to ensure that our customers are safe while they shop.

Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT). 

We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country. 

If you're seeing the status 'Payment Problem' on one or more of your orders then this means that we need you to check the payment information that has been submitted.

Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you'll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

If you've done all that and still can't fix the problem then please contact our Customer Service team who'd be happy to help.

Once you place an order, the payment will show in your account as pending until we send the products to you. 

The pending transaction is telling you that the payment is authorised to be taken.

If you want to add new payment details then you’ll need to do this at the checkout stage. 

Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite Illamasqua products with ease. You can manage your saved payment cards by clicking into 'Payment Cards' under Account Settings in your account.

Once you've found all the items that you want then click the bag icon in the drop right of your screen, you'll see a box located below your list of items which says 'Got a discount code? Enter it here'. 

Add your discount code into this box and click 'Add' to apply the discount.

If the code doesn't work then you'll need to check that you're not trying to use more than one offer and none of the items are on our exclusions list. 

If you have any problems entering the code then you can contact our Customer Service team through your account.

We're sorry to hear your code isn't working, you’ll need to check that you're not trying to use more than one code per order and that your item isn't excluded.

You can refer to our exclusions list to check. 

If the code isn't being affected by one of the issues above then please contact our Customer Service team through your account.

We send you an email as soon as your order is on the way, so that you can find out when it will arrive.

For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.

Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.

Our Delivery Information page can give you more information and timescales.

If you do need to report your order as lost then please contact our Customer Service through your account.

All our delivery options can be found on our Delivery Information page.

Our Delivery Information page can tell you the timeframes associated with our different delivery options alongside their costs.

Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.

This card is from the courier and lets you know where your parcel is and how you can collect it.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment. 

Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered.

If the item has been sent, then please send a message through your account to let our Customer Service team know and they'll be happy to help.

Please refer to our returns policy page for more information.

If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them through your account.

To make your return as easy and efficient as possible, we’ve recently introduced self-serve returns for our UK customers.

1) Access your order history – you can also find it in My Account

2) Select the order you’d like to return – your most recent order should appear first

3) Scroll down and click the 'Return' button

4) Choose the products you wish to return and select the reason for the return

5) Select 'Start my return' and follow the prompts

If for any reason you need help organising your return our Customer Service Team will be more than happy to help, contact us below via 'Still need help?'

We want all of our customers to enjoy their products so if you're not happy with your order then you can send it back to us.

To make your return as easy and efficient as possible, we’ve recently introduced self-serve returns for our UK customers.

1) Access your order history – you can also find it in My Account

2) Select the order you’d like to return – your most recent order should appear first

3) Scroll down and click the 'Return' button

4) Choose the products you wish to return and select the reason for the return

5) Select 'Start my return' and follow the prompts

All we ask is that you raise the return or let us know within 14 days of receiving the item. If for any reason you need help organising your return our Customer Service Team will be more than happy to help, contact us below via 'Still need help?'

As soon as we receive your order we'll review the reason for return and let you know what we plan to do next.

You should receive an email to notify you of any action taken.

Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it's on its way.

If you don't receive your refund and it's been 10 working days since you received our email, then you'll need to contact our Customer Service team through your account.

Please refer to our Terms and Conditions page.

If you're having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away so we can fix this for you.

Please refer to our Privacy Policy page.

You have the right to ask about what personal data we hold about you. 

To make this request you can email us through your account.

Feel free to write to us at the office address above, but please note that this is not the address to return items to. If you need to return a product to us, please contact Customer Service who will advise you how to proceed.

Illamasqua Customer Service Department

1-2 The Stables

Gadbrook Park

Northwich

CW9 7RA

According to the World Health Organisation (“WHO”), the chances of contracting COVID-19 from an inanimate object are very low. However, Illamasqua is constantly monitoring the situation (and any official advice issued in connection with the same) and Illamasqua 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 Illamasqua currently include the following:

· All Illamasqua 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 Illamasqua 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. Illamasqua 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. Illamasqua 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.

Given the fast pace at which THG has grown and advanced over the years and the successes we’ve had to date, we identified that the current Group legal entity structure does not in some cases align with the business divisions and brands we offer today.

We have therefore taken the opportunity to re-organise the Group’s legal structure so that our companies do align with our business divisions and brands and support THG’s long term growth strategy. In order to re-organise, we had to make sure that data (which included data relating to you as one of our customers) was legally transferred to the new entities. Although this does not impact you in any material way, we wanted to let you know about this change.

It has not been transferred outside the THG group. Your data was transferred within the THG group to a newly created legal entity as part of an internal re-organisation.

Before the re-org:

In most cases the controller in respect of your data will have been The Hut.com Limited. In some instances, the controller may have been a specific entity within THG.

After the re-org:

The new controller are the newly incorporated legal entity:

· THG Beauty Limited

This is due to an internal re-organisation and does not affect you in any material way. We are just being transparent about it. Some business units have now been incorporated into new legal entities within the THG group and the corresponding databases have been transferred to them.

This means that legal responsibility for handling your data or for responding to your data protection requests now rests with the new entity named in the email. However, these new entities remain within the THG group and all provide the same consistent level of protection.

The email you received was not a marketing email. It was an important announcement about a change of legal owner in relation to databases in which you are included. When you opt out of receiving marketing emails, we need to keep you on the database so that we know not to send you marketing communications. You do, of course, also have the right to have your data deleted from the database entirely in which case please use the link you see at the bottom of the email.

We only keep data for as long as necessary. Beyond the more obvious purposes e.g. fulfilling an order, we have to keep certain data for a number of years for purposes such as tax and accounting.

You will continue to be able to exercise your data protection rights, submit complaints or queries about how your data is processed or get in touch with our Data Protection Officer by contacting us via the message centre in your customer account or by using one of our various contact options, which can be found by vising our help centre.

Following the UK leaving the EU from January 1st 2021, Illamasqua would like to reassure all our customers that there will be no change to your shopping experience.

Illamasqua is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.

As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.

Illamasqua can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders as usual.

For customers located in the EU, most of our products will ship from our distribution centre within the EU and therefore ordering with us will continue as normal.

For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no cost to you.

We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.

Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.

As some customers may have experienced in the past, we have multiple dispatch locations across the globe to enable us to provide you with the best experience possible. The majority of orders will be fulfilled from within the EU, but some products will be sent from the UK.

We have made all necessary changes to ensure any products sent from the UK to EU addresses are delivered as normal with no impact to you.

There are no price changes as a direct impact of Brexit. We regularly review our pricing to ensure we remain competitive.

No, all returns from European countries will go back to our distribution centre located within the EU.