Frequently asked questions
Please find below the most asked questions to our Customer Service Team about our products, services and shopping online in our website.
Please find below the most asked questions to our Customer Service Team about our products, services and shopping online in our website.
You will receive an email confirming that your order has been shipped, from which you can then track its delivery progress. You can also do this by going to My Account. Go to My Orders > View > Track. If no tracking number is provided your order has not been shipped out yet.
You can track your order details with your order e-mail address and your order number. This was given to you on your receipt and in the confirmation email you should have received. You can get your order details here.
With the exception of Australia, orders destined for all other countries outside of the EU are exempt from paying UK VAT.
Once you have entered your delivery address and proceeded to checkout, VAT will be deducted from the cost of your order before you complete payment.
Shipments to Australia will not be charged UK VAT, and instead will pay GST which will be paid to the Australian Government on behalf of the customer by Simply Earthgrade Ltd.
We accept bank transfer and payment via PayPal. You do NOT need a PayPal account to pay in our shop. You can also use PayPal without a personal account to pay via credit card, debit card or direct bank transfer.
To use a promotion code, enter it in the ADD A COUPON CODE section at the bottom of the shopping cart. Once you have submitted the code, you will see it applied to your order total.
If your code does not work, it may be for a number of reasons:
We do NOT save any payment information. All personal information we save you can find and edit in your account.
Usually ‘time-out’ issues result in an order being unsuccessful. If you see a ‘404’ error message, or are concerned that payment wasn’t processed properly, please get in touch with our Customer Service team. We are always happy to help.
If you’re having difficulty signing in to your account, you may have entered your email address and/or password incorrectly. If you have checked this and you still can’t log in, please use the forgotten password link to regain access to your account. Should this be unsuccessful, please contact our online support team at support@simplercosmetics.com who will be happy to help you.
To change your password, you can either use the forgotten password link above or sign in to My Account and go to Account Details.
If you cannot see the order information you are looking for in My Account, please contact our customer service or online support team who will be happy to help.
You can log in to your account to update any of the following details at any time:
(Monday – Friday: 9am – 5pm)
(You can also use our contact form here)
(Online support for all question regarding the use of our website)