FAQ

(Frequently Asked Questions)

ORDERS & BILLING


How do I confirm my order has been placed?

Once your order has been placed, you will receive a confirmation email with a four, five or six digit order number. If you don’t receive this email within 24 hours, please contact our client care team at hello@sundayriley.com

What forms of payment do you accept?

Visa, Mastercard, American Express and Amazon Pay

How soon will my card be charged?

Your card will be charged as soon as your order is placed. 


* Please note, we do not accept most international credit cards.  In the event that multiple charge attempts are made, but no order is created, you are solely responsible for any pending charges or funds withheld by your banking partner.  In the event this occurs, we encourage you to follow up with your financial institution directly.

How do I update my billing/ shipping info?

If you don’t have a sundayriley.com account, be sure to sign up and you’ll receive 10% off your first order as a thank you! If you do have an account, select login (upper right corner of the homepage) and then under primary shipping address select “View Addresses”, then select “Add a New Address” on the next page.

How many units can I order?

In an effort to prevent unauthorized re-selling of our products, we limit our customers to 10 units per item over a 3 month period. If you would like to request a one-time exception to this policy for a personal occasion, kindly reach out to us at hello@sundayriley.com to explain the purpose of your high-volume request. For any wholesale/ bulk order inquiries, please reach out to wholesale@sundayriley.com

We reserve the right to cancel an order for any reason at any time, at our sole discretion. If we cancel your order, we will promptly refund your payment.

Restocking Fee Notice

We will automatically assess a restocking fee on all orders with a pre-tax to a value of £500 or over. In order to recoup the costs incurred shipping orders of this size, we will automatically retain 15% of the order’s original value when refunding. Please note, the fee will only be assessed in the event that the order is shipped to you and the order is returned to us via return label.  If you have any questions regarding this policy, please email our client care team at hello@sundayriley.com

SHIPPING


Where do you ship?

We currently ship within the United Kingdom, Northern Ireland, Republic of Ireland, Jersey, Guernsey and the Isle of Man. 

When will my order ship?

uk.SundayRiley.com orders are shipped and delivered Monday through Sunday, excluding major holidays. Our standard delivery window is 2-5 business days. We are working on being able to offer next day shipping. Please check back for updates.


Shipping is £3.95 or free with orders over £50. 

What if I don’t receive my item(s)?

Please notify us immediately by emailing hello@sundayriley.com to be considered for a replacement. We will open an investigation with our carrier to attempt to recover the package, which will take a minimum of 48 hours to resolve. If the package cannot be recovered, we will file a claim with our carrier. Full or partial refunds will only be given to orders for which the carrier has approved our claim. This process may take some time before it is completed. In the majority of cases, if our carrier determines that your package has been delivered, we are unable to ship a replacement. In the event this occurs, please contact us immediately so we may evaluate your request for a re ship.

What happens if my products arrive damaged?

When the order arrives, please inspect it for any damage that may have occurred during shipment. If you determine you have received damaged or unusable items, please retain the box, the packing materials and the items inside. Please contact us immediately at hello@sundayriley.com in the event that damages do occur. Please provide us with your order number and photos of all damaged items, so our team can assess the claim and take the proper steps to help find a satisfactory solution.

I just placed an order- now I need to alter/ cancel it!

Please contact us immediately at hello@sundayriley.com or call our customer care team at +44 208 040 2611 Monday - Friday (1pm -11pm). If the order has yet to ship, we will make every effort to cancel/adjust the order before it leaves our warehouse. In the event that the order ships before we’re notified or are able to retrieve it, we will be unable to make any changes to your order or its destination. At this point, we recommend refusing the delivery, and we will provide you with a full refund when it is returned to us (or re send to the correct destination). Alternatively, you can reach out to our team for a return label and begin the returns process described in the next section

RETURNS & EXCHANGES


Satisfaction Guarantee

We want you to love your purchase, so if you are not totally satisfied, please email hello@sundayriley.com so we can provide you with a return label and our return address. Within 30 days, upon return and inspection of the product at our warehouse, we are happy to offer you a full refund or merchant credit, depending upon your preference.

What if I want to return a product that I purchased from sundayriley.com more than 30 days ago?

We will consider requests outside of the 30-day window on a case by case basis. At our discretion, we may issue merchant credit in lieu of a refund.

What if I’ve already opened the product?

While we understand that sometimes it takes a few tries to realize a product isn’t right for your skin, we will not accept returns or exchanges for any items where more than half of the product has been used.

I purchased your product at another retailer, can I exchange/ return it with you?

We are unable to process returns for our retail partners. We encourage you to contact the retailer directly to inquire about their return policy.

I received an item as a gift, can I return it?

If the item was originally purchased through sundayriley.com you can return or exchange per our usual policy. We will need either your order number or the email address the order was originally placed under for verification purposes.

When will I receive my refund?

Please allow 3-5 business days for inspection upon receipt of your return. Following inspection, we’ll notify you as to whether or not the criteria for a full or partial refund have been met. Please allow 5-7 business days for your refund to post to your account once it has been approved.

AUTHORIZED RETAILERS


Is Amazon.com an authorized retailer of Sunday Riley products?

Our official brand shop can be found Here. Sunday Riley products sold legitimately at Amazon can be found at that link, which is in the Amazon Luxury Beauty section of their site.

I’m interested in becoming an authorized retailer of Sunday Riley products.  Whom should I contact?

Thank you for your interest! Please email us at wholesale@sundayriley.com

Where can I find a full list of your authorized retail partners?

Please see the following list for all authorized retail partners:

20twelve 

Amazon 

Anthropologie 

Apothecarie New York 

Arch Apothecary

Arnotts

B-Glowing

Beauty Loops 

Beauty Statement 

Beautylish 

Belle & Blush 

Birchbox 

Biscuit Home 

Blow Ltd.

Brown Thomas

C.O. Bigelow 

Casper 

City Chemist 

Cult Beauty

Dermstore

Eternal Skin Care 

Free People 

Gee Beauty 

Harrod’s 

Harvey Nichols 

Hello Ava 

House of Vartan

Ipsy

John Lewis

Lily Grace Cosmetics 

Lovely Skin 

Lux Beauty Bar 

Macy’s 

Madewell 

Makeup Queen 

Maris Collective 

Mecca 

Neiman Marcus 


Net-a-Porter

Niche Beauty

Number One Beauty  

Olivela 

QVC 

Polite Society 

Revolve 

Rosewood Hotels- Spa 

Saks Fifth Avenue 

Selfridges 

Sephora

Skincare Solution Store 

Skinstore 

Space NK UK 

Space NK US (Including Nordstrom & Bloomindales) 

Ulta 

Urban Outfitters 

Von Maur

Can I purchase your products on eBay?

We do not recommend purchasing Sunday Riley products via eBay, as we are unable to verify the authenticity of the merchandise.

BRINGING THE BEST TO YOUR INBOX

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