Frequently Asked Questions
Welcome to our Frequently Asked Questions page, where you can quickly find answers about shopping, delivery, returns, account management, and other common queries. Use the jump-to links below to navigate directly to the section you need.
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Our FAQs cover everything from how to place an order, payment methods, and tracking your delivery, to returns, refunds, and account management. We also explain our commitment to cruelty-free products and sustainable packaging.
Shopping & Ordering
How Do I Place An Order?
Simply browse our website, select the products you want, and add them to your cart. Proceed to checkout and follow the steps to complete your order.
How Do I Search For A Specific Product?
If you are looking for a specific product, you can use our navigation menu or our search bar located in the top left-hand corner of our website
Do You Offer Gift Wrapping?
This is something we do not offer at the moment, but keep your eyes peeled for the future!
Can I Modify Or Cancel My Order After It Is Placed?
Unfortunately, we cannot modify items once an order has been placed
What Payment Methods Do You Accept?
We accept all major credit and debit cards, including American Express
Can I Use Gift Cards?
Yes, you can use Gift Cards that have been purchased directly from our site; we do not accept third-party gift cards.
I'm Having Trouble Placing An Order - Can You Help?
Yes, of course! Please get in touch with us via phone at +44 018 6559 6119 or email support@alivercosmetics.com, and we will happily help.
Do You Have Any Discount Codes?
We periodically offer promotions, discounts, and special offers. Stay updated by subscribing to our newsletter or checking our website for ongoing deals.
Delivery Information
Do You Offer International Delivery?
Yes, we offer international delivery and worldwide shipping. For all prices and delivery times, please see our delivery page.
Do You Offer Free Delivery?
Yes, we offer free delivery on all UK orders.
How Do I Track My Order?
We provide a tracking number that will be sent to the email address on the order once it has been shipped.
My Order Hasn't Arrived In The Time Frame
We are sorry your order hasn't arrived in the estimated time. Please get in touch with us so we can investigate this further.
I Haven’t Received All Of My Order
We are sorry that a part of your order hasn’t arrived, we may have made two separate shipments. Please contact us so we can investigate this further.
What Do I Do If I Receive A Faulty Item?
We are sorry that you have received a faulty item. Please contact us with:
- Your order number.
- A picture of the damaged product.
Once received, we'll be happy to send out another free of charge.
What Do I Do If I Receive An Incorrect Item?
We are sorry you have not received the correct item. Please contact us, and we will investigate this.
Returns and Refunds
What Is Your Returns Policy?
We are sorry you wish to return your item. You have the right to return your order within 30 working days for a full refund. Please contact us via phone or email to sort this.
How Do I Return An Item?
Please include your Name and Address details with your return. Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge.
How Long Does It Take To Get My Refund?
We aim to process your refund within 14 working days.
How Will My Refund Be Processed?
We will process your refund to the original payment method. Please allow 3-5 working days for this to enter your account.
My Account
How Do I Create An Account?
To create your account, click on the icon in the top right corner, which will take you to a sign-in page. Under sign-in, there is an option to create an account. Click on this, then enter all the relevant information.
I've Forgotten My Password. What Should I Do?
On the sign-in page, there is an option to select ‘forgotten password’. Click this, then follow the relevant steps.
How Do I Change My Account Details?
If you wish to update any details on your account, please contact us, and we will be happy to assist you.
How Do I Close My Account?
We are sorry you wish to close your account. Please get in touch with all the relevant information, and we will be able to close this for you.
Other Questions
Are Aliver Products Cruelty-Free?
As a Responsible Retailer, we only stock cruelty-free products for all to enjoy!
Do You Use Sustainable Packaging?
We make a conscious effort to use sustainable packaging where we can. If you wish to learn more about our conscious choices, contact us today.