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Frequently Asked Questions

How do I check on an order I have placed?
Do you accept international orders?
Is it safe to use my credit card?
Does anyone else see the information that I provide to Smashbox?
SPAM filters and ISPs
What is your return/exchange policy?
Animal Testing
Where Can I Buy Smashbox Products?
Why has my favorite product been discontinued?
Can I return an online purchase to a department store?
Can I return an item purchased in a store to Smashbox.com?
Catalog Request
Do you offer bridal or private appointments, makeup consultations?
Can I get a Gift Card?
What should I do if I have a complaint?

Can't find the answer you are looking for? Go to our email submission form and Contact Us directly.

How do I check on an order I have placed?

If you are a registered Smashbox.co.uk customer, you may check the status of your order online. For questions regarding the status of your order or if you are not a registered member, you may contact our Customer Care representatives at 0800 054 6072 or email us. For fastest service, please provide your order number when making inquiries.

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Do you accept international orders?

We are currently unable to accept orders billed or delivered to destinations outside of the United Kingdom.

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Is it safe to use my credit card?

Yes. When you submit any personal information (name, address and credit card) during Checkout, the data is encrypted and sent over a secure connection to our Web site server. Read more about Smashbox Online Security. If you prefer, you may submit your order via telephone at 0800 054 6072.

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

We respect your privacy. The information you provide will not be given to any third party without your express consent. Read our Privacy Policy for additional information.

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SPAM filters and ISPs

Your Internet Service Provider (ISP) or Email client may be using filters to block email and this may be affecting the receipt of email from Smashbox Online. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email. This will ensure that correspondence from Smashbox Online will be accepted. If you have any questions, please contact us at 0800 054 6072.

If your provider is AOL:

  1. Open the Email message.
  2. Click "Add to Address" icon.
  3. The name and Email address from Email are pre-populated in the Add Contact pop-up. Verify that the information in these fields is correct.
  4. Click "Save".

If your provider is Yahoo:

  1. Open the Email message.
  2. Click the "Add to Address Book" link on the far right.
  3. The address will be automatically entered into your Yahoo! Address Book.

If your provider is Hotmail:

  1. Open the Email message.
  2. Click "Save Address(es)" at the top of the message header.

If your provider is MSN:

  1. Open the Email message.
  2. Click "Save Addresses" on the right.
  3. Select the check box next to the address you want to save. You can also make changes to the contact information.
  4. Click "Save".

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What is your return/exchange policy?

If for any reason you are not completely satisfied with your Smashbox Online purchase, simply return the unused portion and we will be happy to remit your account for the full amount of your purchase within 14 days, More information about Returns.

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Animal Testing

We are cruelty-free. We test our products on human volunteers, not animals.

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Where Can I Buy Smashbox Products?

Only U.K residents may buy Smashbox products online at Smashbox.co.uk. To locate a store near you in the U.K click here for our Store Locator.

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Why has my favorite product been discontinued?

We apologise for discontinuing your favorite Smashbox product. We appreciate your understanding when a product or shade is discontinued, it is not done impulsively, but by taking into account many factors. Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. Please email us with the name/shade of your favorite product that has been discontinued and we will forward the information to all appropriate executives.

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Can I return an online purchase to a department store?

Returns for purchases made online may not be accepted for return at a Smashbox Counter. At Smashbox.co.uk, we offer a hassle-free return policy for purchases made online. If for any reason you are not satisfied with your Smashbox.co.uk purchase, we will be happy to issue a refund upon its return. To view our return and exchange policy visit our Online Customer Service Center.

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Can I return an item purchased in a store to Smashbox.co.uk?

We're sorry, but returns or exchanges for purchases made in a Smashbox retail store or partnered retail location may not be returned to Smashbox.co.uk. If the item you wish to return was not purchased through Smashbox.co.uk, we recommend returning to the place of purchase for resolution.

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Catalog Request

We are sorry, but Smashbox does not currently produce a complete product catalog. However, you may view the entire selection of Smashbox products on our Web site.

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Do you offer bridal or private appointments, makeup consultations?

Smashbox offers consultations at all of our Smashbox counters. Consultations offer you the opportunity to work with a professionally-trained Smashbox Studio Artist. Find a Smashbox counter near you.

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Can I get a Gift Card?

You can order an E-Gift card online. This E-Gift card may be presented for payment for purchases online at Smashbox.co.uk. This E-Gift card may be used to purchase merchandise but may not be exchanged or redeemed for cash. For any E-Gift card enquiry, balance enquiry, or to report a lost or stolen card, please call 08081 782078.

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What should I do if I have a complaint?

Please visit the Contact Us section if you have a complaint, or e-mail infosmash@smashbox.co.uk.

Alternatively, the European Commission provides a platform for Online Dispute Resolution (ODR) for consumers, which can be accessed at: http://ec.europa.eu/consumers/odr/.

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