WHAT IS THE DIFFERENCE BETWEEN LIB COLLECTION BOXES AND BUILD YOUR OWN 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 build-your-own box comes in! Choose 3, 6 or 9 of your favourite products to try from a huge selection, so you know exactly which and how many products you receive – the choice of products is all yours. You can either subscribe to receive products every month – benefiting from free P&P – or alternatively you can buy a one-off box* whenever you want. *P&P charges apply.
HOW DO THE SUBSCRIPTIONS WORK, BILLING DATES AND WHEN TO PICK PRODUCTS?
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.
WHAT HAPPENS IF I DON'T SELECT MY PRODUCTS IN TIME?
If you don't make your monthly selections by your next payment 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. However, this will take effect in the following month - to upgrade or downgrade your 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 3 options Select 'Upgrade' OR 'Downgrade' for the plan you would like to change to
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@example.com 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 to 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?
In an effort to reduce unnecessary packaging, your first monthly subscription will come in a chic limited edition make up bag, after which you'll receive your products wrapped in tissue paper in eco-friendly brown boxes instead. Our collections are still sent in boxes for now. If you'd like to receive your order in a makeup bag, whether it's for your own subscription or a one-off order you'd like to gift to a friend, you have the option to purchase a makeup bag separately at checkout for a small cost.
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?
Orders take approximately 5-7 working days after you've placed your order. If you have any order queries, please drop us a line at firstname.lastname@example.org. 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, with free delivery. 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?
Why yes, we do! Click here to find out more.
HOW CAN I CONTACT YOU?
The easiest way to get in touch with our customer service team is via email at email@example.com 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.
WHERE'S MY ORDER?
If after 10 working days you have still not received your order, please email us at firstname.lastname@example.org 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.