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FAQs

 

FAQs

 
 

 

IS MY PAYMENT INFORMATION SAFE?

Yes. We use Stripe, the leader in online payments. Stripe uses tokenization, which means your payment details remain safe. We ensure that there is no access to sensitive information and that any transaction and cardholder information you enter is secure and cannot be tampered with.


WHAT CURRENCIES DO YOU ACCEPT?

We accept Pound Sterling only.


WHAT IS 'MASTERCARD SECURECODE'?

This is a security measure created by Mastercard to help protect your card details, comprising of personal passwords. For more information please visit the Securecode FAQpage on the Mastercard website.


WHAT DELIVERY OPTIONS ARE AVAILABLE?

Please refer to our delivery page here.


HOW MUCH DOES POSTAGE COST?

Please refer to our delivery page here.


WHAT HAPPENS IF MY PARCEL IS LOST?

Please contact our Customer Service Team with your issue, order number and full name.


HOW DO I REDEEM MY DISCOUNT CODE?

You will be asked to enter your discount or promotional code at the order confirmation stage, after you have entered your payment details. Please check that your code is still valid and note that these codes cannot be used in conjunction with other sales.


I FORGOT TO REDEEM MY DISCOUNT CODE, WHAT NOW?

Please contact our Customer Service Team with your issue, order number and full name.


CAN I USE MY DISCOUNT CODE ON SALE ITEMS?

Unfortunately discount codes can only be used on full price items.


HOW DO I RETURN AN ITEM?

Please refer to our Returns Policy page here.


HOW DO I SIGN UP TO THE NEWSLETTER?

There is a newsletter box at the bottom of the screen, on which you can enter your email address. Alternatively you can select the option to be on the Tainted Lips newsletter when you sign up for your account.


AN ITEM I PREVIOUSLY SAW IS NOW OUT OF STOCK!

Please contact our Customer Service Team with your issue, product and full name. We may be able to tell you when the product will be restocked or give you a date when it can be delivered.


HAS MY ITEM BEEN SHIPPED YET?

We aim to ship all items within one working day of receiving them. When your order has been shipped, you will receive an email for confirmation of this.


HAVE YOU RECEIVED MY RETURNED ITEMS YET?

We will send you a confirmation via email, when we have received your item so that we can issue your refund. If it has been over 10 working days, please Contact our Customer Service Team with your issue, order number and full name.


DO YOU HAVE A HIGH-STREET SHOP?

We are not a high street shop, and we are unable to accommodate product viewings or make sales transactions at the door under any circumstances. All public visits are by appointment only.


WHAT CAN I DO IF SOMETHING IS WRONG WITH MY ORDER?

Please refer to our Returns Policy page here .   Alternatively, please contact our Customer Service Team with your issue, order number and full name. We strive to sell quality items and we may choose to replace or refund the item.


I HAVE TRIED AN ITEM ON AND ACCIDENTALLY MARKED IT, CAN I STILL RETURN IT?

We apologise, but we cannot accept returns that are not in their original condition. Please refer to our Returns Policy page here.
If you have further issues, please contact our Customer Service Team with your issue, order number and full name.


CAN I USE MULTIPLE DISCOUNT CODES ON ONE ORDER?

Unfortunately you can only use one discount code at a time.


CAN I USE MY NUS DISCOUNT ALONG WITH ANOTHER DISCOUNT CODE?

Unfortunately you can only use one discount code at a time.


CAN I RETURN AN ITEM IF A BIT OF DETAIL HAS FALLEN OFF WITH WEAR?

We cannot accept returns that are not in their original condition. Please refer to our Returns Policy page here . Please feel free to contact our Customer Service Team with your issue, order number and full name, if you feel the item was faulty.


A PRODUCT I BOUGHT IS NOW CHEAPER. CAN I HAVE A REFUND?

All prices are correct at time of publication. We reserve the right to change, alter or amend any price at any time without notice. Should a product price decrease since an original purchase, contractually we are not obligated to refund the difference.


A PRICE HAS RECENTLY INCREASED. CAN I PAY THE LOWER ORIGINAL PRICE?

Prices do vary for many reasons and should an increase occur prior to purchase, we are not obligated to sell at the previous lower price.

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