WHAT ARE THE IMPACTS OF COVID-19 ON LATEST IN BEAUTY?
For full details, questions and answers and to stay up to date, please go here.
WHAT IS THE DIFFERENCE BETWEEN LIB COLLECTION BOXES AND LIB BOXES?
We collaborate with various partners such as Disney, Cosmopolitan, Harper's Bazaar and many more to offer you a fabulous selection of fashion, lifestyle and beauty boxes, as well as our own monthly collection boxes filled with our favourite seasonal products. Not sure if you've found the perfect collection for you? That's where our famous LIB BOX comes in! Choose 6 of your favourite products to try from a huge selection, so you know exactly which products you receive – the choice of products is all yours. You can either subscribe to receive products every month.
HOW DOES THE MONTHLY SUBCRIPTION WORK, BILLING DATES AND WHEN DO I MAKE SELECTIONS?
When you sign up for a monthly subscription, you'll immediately pay for your first subscription box and choose your products there and then.
The date you first purchase a subscription box will become your monthly subscription billing date. E.g. if you place your order on the 6th February for your first subscription box, the 6th of the month will be your monthly billing date. Your subscription renewal and next box payment will be 1 month from this date e.g. 6th March.
You will need to wait until your next billing date (one month after placing your first order) to make your selections for your second box e.g. 6th March, and once payment has come through for your second box, you will receive an email - Please note, payment can come through at any time on your billing date (usually after 12pm) - so please ensure you wait for the payment confirmation email to come through before making your selections.
If you don't receive the payment confirmation email on your billing date, you can always check by signing into your account, then viewing your Dashboard - if payment has successfully come through, it will notify you that you are 1 box in credit and give you the option to 'Pick Now'. You can then proceed to make your selections and place your order!
If you don't have the option to 'Pick Now' this means payment has not come through yet – please do wait. If you place an order before subscription payment comes through, this is classified as a one-off box purchase (on top of your subscription) at an additional cost.
Once payment has come through for your second* box - You have approximately 1 month to make your selections (the day before your next billing date). E.g. Second payment on the 6th March means you have until the 5th April to make your selections. Then the next payment will come through on the 6th April and you will have until the 5th May to make your selections and so on.
If you forget to make your monthly selections by your next payment date deadline, then you'll automatically be sent a Surprise Selection and you will be able to view this order directly through your account.
Between these dates, you are welcome to purchase an additional one-off Build Your Own box or any collection boxes and benefit from free P&P!
Unfortunately, we are unable to cancel or alter orders as they are processed immediately and dispatched from a different location - Therefore, please do double check you enter the full correct address/postcode and check your items in the shopping basket before placing your order.
HOW DOES THE PREPAID FIXED TERM SUBCRIPTION WORK AND WHEN DO I MAKE SELECTIONS?
When you sign up for a prepaid fixed term subscription, you immediately make selections for your first box and pay your Upfront Fee for your fixed term plan. Your fixed term membership will commence on the date you pay your Upfront Fee/ choose your first box and shall continue for the Fixed Term (depending on the plan you choose e.g. 3,6 or 12 month).
The date you commence membership will become your monthly renewal date. E.g. if you place your order on the 6th February for your first prepaid box, the 6th of the month will be your monthly renewal date. Your subscription renewal will be 1 month from this date e.g. 6th March.
Please ensure you wait until your next renewal date (one month after placing your first order) to make your selections for your second box e.g. 6th March- please note, you will receive an email informing you that you will be able to make selections for your next box directly through your account.
You can always check by signing into your account, then viewing your Dashboard. If you’re a box in credit, it will notify you that you are 1 box in credit and give you the option to 'Pick Now'. You can then proceed to make your selections and place your order! E.g. if your renewal date is the 6th March, you have until the 5th April to make these selections, then the renewal for your third box will be on the 6th April and you have until the 5th May to make these selections and so on.
If you haven’t yet made your selections, you will receive a reminder email 15 days after your renewal date prompting you to make selections. If you forget/fail to make your selections within your 1-month window and before your next monthly renewal date – a surprise box is automatically sent out to cover the previous month’s credit.You can view this surprise box order directly through your account.
Between these dates, you are welcome to purchase an additional one-off LIB BOX box or any collection boxes and benefit from free P&P!
WHAT HAPPENS IF I DON'T SELECT MY PRODUCTS IN TIME?
If you don't make your monthly selections by your next payment/renewal date, then you'll receive a surprise selection chosen for you by our team. If you'd prefer to receive a surprise every month, simply ignore our reminder emails and look forward to your boxes.
CAN I UPGRADE OR DOWNGRADE MY SUBSCRIPTION?
Yes, you can upgrade or downgrade your monthly subscription but only if you are currently on Novice and Guru, our old subscription plans. However, this will take effect in the following month - to upgrade or downgrade your monthly subscription please follow the instructions below before* your next billing date:
- Sign into your account
- Then go to 'BILLING & ACCOUNT DETAILS' on the top menu
- Then click 'MANAGE SUBSCRIPTION' on side menu
- Scroll down and you will then see the heading 'SUBSCRIPTION PLANS' with the 2 options
- Select 'Upgrade' OR 'Downgrade' for the LIB BOX - 6 product plan if you would like to change the current plan.
Please note, if you have prepaid fixed term subscription, you can't upgrade or downgrade your plan.
HOW DO I CANCEL MY SUBSCRIPTION?
When you sign up to our monthly subscription, you're not tied into a number of months, so you can cancel without worrying about any extra payments. However, there is an eligible window for subscription cancellation to avoid any abuse of the subscription service. Please note, if you are a box in credit, it is essential you make your selections before cancelling as we will not be able to issue a refund for a subscription payment that has already come through. You'll be able to cancel within the 7-day period before your next payment is due. To cancel, follow the steps below during your 7-day time frame or contact our customer service team who will be able to cancel for you during this 7-day window.
- Sign into your account
- Then go to 'BILLING & ACCOUNT DETAILS' on the top menu
- Then click 'MANAGE SUBSCRIPTION' on side menu
- You'll see a link saying 'If you wish to cancel your subscription, then click here'
- Once you've clicked this link, you'll be able to cancel subscription
CAN I CANCEL OR AMEND THE ADDRESS ON MY ORDER?
Unfortunately, we are unable to cancel or amend addresses on orders as they are processed immediately for dispatch. We do apologise for any inconvenience caused.
CAN I RETURN MY ORDER?
Our no-fuss returns policy means that if for any reason you’re unhappy with your purchase, you can return it to us (unopened, with all seals and original packaging intact) within 30 days of purchase for a full refund. In order to return an item, please send us an email at [email protected] stating your order details, reason for return and if you’d like a replacement or exchange. Once we receive your request we will confirm you can return the item and how you should return the item to us. We aim to complete all return requests within 5 working days. Please return products in all the original packaging with your order details, with ‘return’ clearly marked on the outer box. The customer is responsible for return delivery charges and we recommend to return items via insured, registered or recorded delivery. Our customer services team aims to process refunds within 3 working days. For more information, please see the Delivery & Returns page.
DO YOU STILL SEND OUT BOXES?
Yes, you'll receive your products wrapped in tissue paper in eco-friendly box. Our collections are still sent in boxes for now.
CAN I BUY A SUBSCRIPTION AS A GIFT?
We're working on making our subscriptions easier to gift, but currently the best way to gift a subscription is to sign up using your email address and billing details but adding in your chosen recipient's delivery address at checkout. Don't forget, there's no way to tell where the gift will be coming from, so you may need to warn them!
WHAT SIZE BEAUTY SAMPLES CAN I EXPECT?
Product sizes vary on the site, from testers, travel sizes and full-sized products. All sizes will be clearly labelled so you always know exactly what you're getting.
HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER?
Due to COVID-19, orders are currently taking up to 10 working days after you've placed your order. We ask you please allow 10 working days to receive your order before contacting us. If you have any order queries, please drop us a line at [email protected] For more information, please see the Delivery & Returns page.
WHY CAN'T I ORDER A SAMPLE THAT I KNOW IS ON YOUR SITE?
You can only add one of each BYOB product per bag, to avoid people filling their bags with high value or full-sized products and ruining the fun for everyone else! If you're dying to get your hands on more than one, you can add another one-off bag to your basket. We add a new skincare, make up, haircare or bath & body product every day, so do browse our new arrivals to see the latest selection available.
HOW MANY BEAUTY PRODUCTS CAN I ORDER?
You can order as many LIB collections as you like, however for some partnerships, you may only be able to purchase one box per order to ensure as many people as possible get to discover the products. You can order a maximum of 9 build your own box (BYOB) products in each box. Subscribers are welcome to order one extra one-off box per subscription cycle. We must cap this at one per month to ensure as many people can try our products as possible. All customers can order 1 additional one-off build-your- own box per monthly subscription cycle. Goods are sold subject to their availability. Latest in Beauty reserves the right to refuse an order for any reason, including but not limited to if there are grounds to believe the discovery service is being abused. If the order has already been placed, Latest in Beauty will cancel the order and refund the paid amount within 14 working days.
WHY DO YOU NEED INFORMATION IN MY BEAUTY PROFILE?
Everyone is different; we all have different skin types, hair types and prefer to use beauty products in different ways. It's important for us to understand what your preferences are and know your individual tastes to ensure that we offer personalised suggestions and offers best suited to you. Once you've tried your products, we'd love to hear your feedback so we can continue offering relevant suggestions.
HOW DO YOU USE MY PROFILE INFORMATION?
We use the information you give us to recommend the most suitable boxes, personalised offers and competitions we think you’ll be interested in. You can request that we remove you from our database at any time. We will never share your data with a third party, unless you have specifically given us permission to do so. To learn more, visit our Terms & Conditions page.
HOW OFTEN DO YOU SEND EMAILS?
A few weeks after we've sent your beauty products we'll email you asking for feedback. We also email you with relevant promotions, competitions and new arrivals we think you'll like. If you don't want to receive any emails, please go to 'My Account' and update your communication preferences. Alternatively, just scroll to the bottom of the email where there is a link to unsubscribe from the mailing list and this will stop you from receiving any future emails.
WHERE DO YOU DELIVER?
We currently only ship within the UK. We do not deliver to the Channel Islands due to some delivery partners’ dangerous goods policies.
CAN I TRACK MY ORDER?
Yes, you can track your order directly through your account – log in, go to the top menu and click My Orders then Order Details then Track My Order.
WHAT HAPPENS TO THE FEEDBACK I LEAVE?
Anything you share in the comments box will be published on Latest in Beauty in the reviews section, accompanied by your username. The rest of the feedback is collated with responses from other customers and presented to the brands, so they can learn from your comments and produce better products in the future. We don't publish or share any personal details with brands, we only collate multiple choice answers and share general results.
DO YOU OFFER A STUDENT DISCOUNT?
We do not currently offer a discount.
HOW CAN I CONTACT YOU?
The easiest way to get in touch with our customer service team is via email at [email protected] or phone 0203 176 6810 any time between 9am and 5pm Monday to Friday. For any other queries, please visit our Contact page.
HOW CAN I CHANGE MY PASSWORD?
Go to Edit Profile, enter a new password and then confirm the password by entering it again. All you need to do then is click save and your password is changed.
WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?
Go to the sign in page, click on Forgotten Password?, follow the steps given and your password will be re-sent in an email to you.
WHAT DO I DO IF I CAN NOT LOG IN?
We kindly ask if you could follow the instructions below to sign in successfully:
- Close the Latest in Beauty web page down, followed by closing your entire web browser window down (please note, closing the tab or opening a new tab will not work)
- Then reopen your web browser, go to your web browser settings and clear your cookies & cache (from the past 7 days at least)
You can then access www.latestinbeauty.com and sign in and or place your order.
If you still experience issues, you can try accessing the website via an Incognito window/private browsing session.
WHERE'S MY ORDER?
If after 10 working days you have still not received your order, please email us at [email protected] with your order number, full name along with the email address linked to your account and we'll look into it further for you. We aim to respond to all queries within 3 working days.
REFER A FRIEND FAQS
ARE THERE TERMS AND CONDITIONS FOR THE REFER-A-FRIEND SCHEME?
Yes, you can find them all here: https://mention-me.com/me/terms
DO YOU HAVE A REFER-A-FRIEND SCHEME AND HOW DOES IT WORK?
Yes we do! If you like us enough to recommend us we'll happily email your friends an offer code for 20% off a LiB BOX Subscription and in return, we will give you a 20% off thank you code after they have placed their first build your own subscription box order at latestinbeauty.com.
HOW CAN I SHARE WITH MY FRIENDS?
Our refer-a-friend scheme enables you to share us with your friends by link, email, on Facebook, on Twitter or simply by using your name (we’ll use your e-mail address to verify your friend has the right person!).
I SENT MY FRIEND TO YOU BUT NEVER GOT A REWARD
Oh no! The first thing to do in this instance is check that they placed their order with us (please note the order must be for a build your own subscription box purchase - not collection box) after you referred them and that they redeemed their unique offer code for 20% off. Secondly, are you sure they’re a new customer? Our rewards are only available if they’re brand new to Latest in Beauty via latestinbeauty.com
I’VE BEEN REFERRED TO LATEST IN BEAUTY BY A FRIEND WHO SAID I CAN ENTER THEIR NAME TO GET A DISCOUNT. WHERE CAN I DO THIS?
On our basket page click the link just above the promo code box that says "Been referred by a friend?"
WHEN DO I GET MY OFFER CODE?
Once you've confirmed the friend who referred you, and once they’ve placed their first subscription box order, you’ll be emailed a code for 20% off. You can then enter this code in the promo code box in the checkout on your next order.
I ENTERED MY FRIEND’S NAME AND IT DIDN’T WORK
This could be down to a few reasons:
- Your friend hasn’t registered for the refer-a-friend scheme
- You’re using a different spelling or a nickname to the one they registered with
- More than one person with that same name is in our system. If this is the case, please ask your friend for their email address and use this method to verify we have the correct person.
I’VE REFERRED SOMEONE. HOW DO I KNOW WHETHER THEY’VE BOUGHT ANYTHING AND WHETHER I’VE GOT A REWARD?
You’ll get an email from [email protected] (who manage our refer-a-friend scheme for us) when someone is successfully referred, has placed their first order at latestinbeauty.com and it has been dispatched by our lovely Warehouse team.
HOW LONG WILL IT TAKE BEFORE I GET MY REFERRAL CODE?
Rewards will be validated and confirmed to the referrer as best as we can within a week of the referred friend/new customer purchase, provided the referred friend's purchase is not cancelled or changed. But we'll do our best to get them to you as fast as we can manage!
I ONLY SEE A POP-UP WITH ‘WE’RE SORRY! THERE’S A DELAY PROCESSING YOUR REWARD’
Please bear with us, we’re checking your details and will be in contact with an update via email on the progression of your referral application.
HOW LONG WILL A REFERRER BE ALLOWED TO SHARE AN OFFER AFTER THEY FIRST ENROL?
A referrer has 3 months from signing up to refer friends into the scheme and claim gifts. After this time period, any sharing links shared by a referrer to their friends may not provide the friend the incentive that the referrer was originally promised.
WHAT VALIDITY PERIOD WILL AN INTRODUCTORY REWARD FOR A REFEREE HAVE?
When a brand new customer to latestinbeauty.com is given a code for 20% their first subscription box, they’re given 14 Days to use this code. Validity Period For A Thank You Reward For A Referrer Once a new customer has been referred to Latest in Beauty and made a purchase the referrer has 6 months to claim their 20% off promo code on their next order.
IS THERE A LIMIT ON THE NUMBER OF FRIENDS THAT I CAN REFER?
There is no limit - however, a Referrer may not earn more than 5 within any 24 hour period or 25 within the last 12 months or 1500 GBP of reward value within the last 12 months.
CAN I USE MORE THAN 1 PROMO CODE PER ORDER?
Referral rewards cannot be combined with other discount codes in a single order. Latest In Beauty reserves the right to refuse the issue of any reward to any Referred Friend or Referrer at any time.
Latest In Beauty reserves the right to vary any and all elements of this offer at any time without notice. UK only
For more information about subscriptions visit our Terms & Conditions page.