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An International Premier Online Luxury Beauty Destination

Help and FAQ’s

Contact Us

How can I contact the Panache Cosmetics Customer Service Care Team?

Panache Cosmetics Customer Service Care Team opening hours are: Monday to Friday, 9am - 6pm. Call 0845 603 6870 (UK) or +44 (0) 845 603 6870 (outside UK)

Alternatively you can contact us by email at customerservices@panachecosmetics.com

Write to us

Any written correspondence can be addressed to: 

Panache Cosmetics Ltd
58-60 Kensington Church Street
Kensington
London
W8 4DB
United Kingdom

Panache Cosmetics Ltd are registered in England and Wales No. 06002121

Registered Office: 58-60 Kensington Church Street, Kensington, London, W8 4DB, United Kingdom

VAT Registration Number: 905 6241 40

Shopping With Panache Cosmetics

Do I need to register with Panache Cosmetics in order to place an order?

You do not need to register with Panache Cosmetics to make a purchase from our site. However, there are many benefits of registering as a customer with us, including quicker checkout, wish list creation, complimentary samples, offers and promotions.

How can I register online with Panache Cosmetics?

To register for a Panache Cosmetics account, please click on ‘My Account’ on the top of the page and click on ‘Register’, or simply click here.

How can I change my personal details?

Simply log in to your Panache Cosmetics account where you will be able to change any of your details.

What if I have forgotten my password?

You can request a new password by navigating to the “My Account” Page and clicking on “Forgotten your password?” link.

How will I know if Panache Cosmetics has received my order?

You will receive a confirmation email once your order is successfully processed. You will also receive an email update to tell you when your order has been shipped. If you are a registered customer you will also be able to see all updates in your account area. If you do not receive this within 48 hours, please double check it hasn’t gone to your junk folder and then call our customer service team on Call +44 (0) 845 603 6870 (10am to 6pm, Monday to Friday). Alternatively you can contact us by email at customerservices@panachecosmetics.com

Can I still purchase an item that is out of stock?

Our stock status is indicated on the product pages. If an item is out of stock you cannot add it to your website order. If you would like to place an order for an item which is out of stock please contact our customer service care team who will be able to take a telephone order for you and advise you when it is due back in stock. Alternatively please email outofstock@panachecosmetics.com to be put on the products waiting list.

How can I place an order by phone?

You can call our Customer Service line on Call +44 (0) 845 603 6870 (10am to 6pm, Monday to Friday) and one of our team members will assist you with placing your order.

How can track my order?

Once we have despatched your order, we will email you with a delivery conformation which will include a tracking number. You can get an up-to-date status of your delivery by tracking your package by either the Royal Mail website: www.royalmail.com or DHL website: www.dhl.co.uk. If you still have any questions about an order, call our Customer Care team on +44 (0) 845 603 6870 (10am to 6pm, Monday to Friday).

Payment

Which payment methods do you accept online?

The following payment methods are accepted by Panache Cosmetics: Credit/ Debit Cards American Express (In GBP only), Visa, Visa Debit, Visa Electron, MasterCard, Switch, JCB, Solo, Maestro UK and Maestro International. Bank Transfer (details provided upon checkout) Unfortunately we are unable to accept payment by cheque or cash.

Delivery

Which destinations does Panache Cosmetics deliver to?

Panache Cosmetics deliver throughout the UK, Europe and Worldwide. The delivery charges are automatically calculated during the checkout process according the county destination which you choose for delivery. Please ensure that you provide a delivery address where someone will be present during the day as the packages will need to be signed for by you.

How can track my order?

Once we have despatched your order, we will email you with a delivery conformation which will include a tracking number. You can get an up-to-date status of your delivery by tracking your package by either the Royal Mail website: www.royalmail.com or DHL website: www.dhl.co.uk. If you still have any questions about an order, call our Customer Care team on +44 (0) 845 603 6870 (10am to 6pm, Monday to Friday).

Security and Privacy

How secure is it to shop online with Panache Cosmetics?

Our site uses software which provides the highest level of SSL encryption technology. There are two simple ways to check if a page on our website is secure; firstly a small padlock sign will appear in the bottom bar of your browser and the 'http' will be replaced with 'https' at the front of www.panachecosmetics.com on the checkout page in the browser address window. Secondly the browser address window will highlight green.

To ensure you have a secure shopping experience please never send any sensitive information, such as passwords or credit card information, via email to us. We also ask you not to share your Panache Cosmetics password with anyone.

All credit card transactions on Panache Cosmetics are paid through ‘SagePay’, a secure online payment gateway, which automatically encrypts all sensitive information.

SagePay uses a 128 bit SSL encryption (the highest level which is available commercially), which encrypts and protects any data sent over the Internet, as well as advanced fraud protection technology to safeguard your online identity. SagePay is fully PCI DSS (Payment Card Industry Data Security Standard) compliant.

If you require any further information about SagePay Security please, click here.

Our system uses a 3D Secure - a credit and debit card authentication process operated in partnership with your card issuer. Think of 3D Secure as ‘chip and pin’ for online shopping.

This is how the process works:

- To complete your order, you will be briefly redirected to a secure screen hosted by your card issuer.
- If you have previously paid using 3D Secure, enter your 3D Secure password to complete your order.
- Once your identity has been confirmed, your order will be approved and your order will be complete and you will receive your order confirmation.

Will you pass my information on to other companies?

Your privacy is of utmost importance to us. Your personal details will only be used by Panache Cosmetics and our carefully selected third party partners to ensure we deliver an excellent service to you, to process and deliver your order and maintain your account with us. We do not sell or pass your details on for any other purpose.

International shopping / VAT

Will I be charged VAT?

All products are inclusive of VAT/Tax.
For export of items outside the European Union the current VAT/Tax rate (20%) will be deducted from your order at checkout.

Will I incur import duties?

Delivery outside the EU may be subject to local import taxes, which are your responsibility where they apply. If so, the shipping company will contact you by telephone once your Items are in customs to let you know the cost. This may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods. Please be aware that if you don’t choose to pay the import taxes we reserve the right to charge any additional costs incurred by Panache Cosmetics to you. Please note, we cannot be held responsible for delays in customs clearance.

Returns

Can I return the goods I have ordered?

Panache Cosmetics hopes that you will be delighted with your order. However, if for any reason once you have received your order and are not happy, Panache Cosmetics will endeavour to Refund, Return or Exchange any items (subject to terms and conditions), provided they are in their original, unopened and unused condition. The request should be made within 14 (fourteen) working days of the receipt of order. Please note that delivery charges are not refunded. Please see our returns policy and procedure and our terms and conditions for full details.

How do I return my goods?

The procedure for returning goods to us is straightforward and is clearly explained in our returns policy here.

Can I cancel my order?

It may not always be possible to stop an order from being dispatched, as we endeavour to process orders immediately. In addition to our returns policy under the distance selling regulations you have the legal right to cancel your order within seven working days from the date of receipt of the merchandise if you send us a notice of cancellation in writing and return the merchandise to us.
Please see our terms and conditions.

How long will it take to receive my refund?

We will refund your payment as quickly as possible by the original payment method, no later than 30 working days after we have received the returned goods. Please note Panache Cosmetics cannot be responsible for packages that fail to reach us. We recommend that you obtain a certificate of posting as proof of postage when returning your items.

Can I return sale goods?

Regrettably all sale goods are non-returnable.

Gifts and Gift Wrapping

How can I have my order gift wrapped?

Panache Cosmetics is pleased to present every order from our online boutique complimentary gift-wrapped in luxurious white and silver tissue and hand-tied with satin ribbon. If you would like us to include a gift message in with your order, please enter your gift message when prompted at checkout.

Customer Care

For any enquiries, please use the contact details below or view our FAQs

For mail orders please call: +44(0)845 603 6870
Lines are open
9.00 am to 5.00 pm (GMT), Monday - Friday.
10.00 am to 4.00 pm (GMT), Saturday.

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