FAQs

How much does delivery cost within the UK?

Delivery is FREE to all of our customers within the UK, no catches or minimum spends with us, it is just FREE!

How much does delivery cost outside the UK?

For all of our overseas customers there is a one off ‘basket’ charge of £6.99 for standard shipping or £9.99 for a DHL express international service. This is the charge no matter how much you buy, whether you are ordering one lipstick or twenty you will only pay £6.99 or £9.99 depending on the shipping method you choose, so why not stock up!

Do you ship to my country?

Generally we ship worldwide; however, we have had to make a few exceptions. Please check the country drop down within the checkout to see if your country is there or contact us if you are not sure.

I need my order urgently! Do you offer expedited shipping?

Yes, within the UK we offer a Special Delivery service. This costs £7.49 and will mean that your order will be delivered the day after despatch before 1pm. Simply change the delivery option to ‘Special Delivery’ within the checkout & this will be added to your order. If you are ordering and in need of the item the next day then please contact us before placing the order to ensure that we are able to despatch the order same day.

Is it possible to have a signed for delivery?

Yes, within the UK we offer the option of Special Delivery if you would like to have a signature when your item is delivered. This costs £7.49 and will also mean that your order is delivered the next working day after despatch (including Saturday).

Outside of the UK we offer a DHL express service. This costs £9.99 (rather than standard £6.99 shipping) and will mean that your items are treated with priority and the parcel will require a signature upon receipt.

How can I pay for my order?

We accept all major credit & debit cards through our secure checkout provided by Sage Pay.

Is it safe to order online?

We can assure you that all of your details are completely secure within our Sage Pay checkout.

What is 3D secure?

3D Secure can be thought of as an online version of 'Chip and Pin' technology, whereby the cardholder has a personalised password registered with their card that is entered during the checkout process.

3D Secure stands for Three Domain Secure - the payment industry's internet authentication standard which has been developed by the major card schemes. Visa has called their version of the scheme 'Verified by Visa' and MasterCard have called their equivalent initiative 'MasterCard SecureCode'. These are both collectively referred to as 3D Secure.

3D Secure authentication requires the cardholder to register their card to take advantage of this service. This is a one time process which takes place on the card issuer's website and involves the cardholder answering several security questions to which only the card issuer and cardholder will know the answer. The cardholder selects a password and agrees on a secret phrase, which will be used by the card issuer during each online transaction.

When will my card be charged?

When you reach our final checkout page and your order is submitted, we will immediately contact your bank/card issuer for authorisation to take payment from your account. If the payment is authorised by your bank/card issuer, you will receive an email within a few minutes confirming your order, and payment will be taken shortly afterwards.

My payment has been refused, why?

If your payment has been refused then it may be a simple typing error so please make sure that you double check all card details. You will also need to ensure that the billing address for the order matches the card as if there is a discrepancy in this the transaction will not go ahead.

How long will it take for my order to be delivered?

As our current customers will tell you, we are quick! We despatch all orders same / next working day. (Usually all orders placed before 12pm will be sent same day). All items within the UK are sent 1st Class & so should be with you in 1 to 2 working days. Please be aware that we do rely on our friends at Royal Mail and so occasionally, especially at busy times of year, this can take slightly longer.

Overseas orders are sent via Airmail or DHL depending on which option is selected at the checkout. Standard international shipping should be delivered to those within Europe in 3 to 7 working days, and those in the rest of the World in 5 to 10 working days. DHL express orders will be delivered significantly quicker than this (for many countries delivery will only take 1 to 2 working days). Please note these are just guidelines and some deliveries may arrive more quickly, whilst others may take slightly longer if they are held in customs etc.

What if I have a problem with my order?

We hope that you will be completely happy with your order, however, if for any reason you have a problem please contact us and let us know so that we can help you.

Can I return an unwanted item to you for a refund or exchange?

Yes, you are entitled to return an item as long as you notify us within 7 days of receiving it. Please see our returns policy for further info.

Do you offer discounts?

Yes! We believe that our loyal customers should be rewarded and so we will update our blog, facebook & twitter with all the latest deals! Make sure you sign up so you don’t miss out!

Are the images on your website accurate?

We make every attempt to ensure that the items on the website are an accurate representation of the product that you will receive. However, colours and packaging may vary slightly from the information given. If you would like any specific details on a product please contact us before placing an order.

An item I want is out of stock, when will it be back?

We’ve got a clever little feature that lets you sign up to get an email when your most wanted item is back in stock. Just check the product page of anything that we’ve temporarily run out of and as soon as it comes back in we will let you know. How handy is that!

I’ve made a mistake on my order. Can I change it?

As long as your order has not been sent we will do our best to help you. Just contact us as soon as you can and let us know what needs to be changed.

I’m not from the UK, how do I know what my order will cost in my currency?

At The Pea’s Knees we are proud to deal in the British Pound. We don’t offer a currency conversion guide within the site as it changes so quickly! You can check a currency conversion website such as http://www.xe.com/ucc/, but please remember that this will just give a guide and the final amount charged will be decided by your card provider.

Do you charge VAT?

Yes, all prices are inclusive of VAT (where applicable) at the standard UK rate. At this time we are unable to offer VAT free shipping for those customers outside the EU.... sorry!

Do you offer wholesale?

Yes, we do provide products for wholesale customers. If you are interested in buying in bulk quantities please contact us so that we can work out a price for you.

What is your Privacy Policy?

We have a detailed privacy policy which you can look at here.

Are any of the cosmetics you sell tested on animals?

We don’t approve of animal testing of any kind and always make sure that our suppliers agree with our ideals. None of the products we stock are tested on animals and lots are vegetarian and vegan friendly. If you need any more information of a specific product then just let us know.

Can I order over the phone?

Unfortunately we can’t take orders over the phone at the moment as our payments are all processed online.

Do you have any shops in the high street?

No, we are purely online and so you won’t find us on the high street.

Can I come and collect an order?

As much as we love our customers we are an online business and so we cannot allow members of the public to visit us and collect orders in person. Sorry for any inconvenience...

What are your standard competition rules?

1. Entry to the competitions is restricted to one entry per person please.
2. Multiple entries will be disqualified.
3. Automated entries, bulk entries or third party entries will be disqualified!
4. Competitions are open to UK residents only unless otherwise stated.
5. Prizes can only be sent to a valid UK address unless otherwise stated.
6. Winners will be chosen at random from all valid entries.
7. Winners will be contacted via email / facebook / twitter message.
8. The Judges decision is final and no correspondance will be entered in to.
9. The competition will run from the dates shown in the competition details.
10. The Pea's Knees is compliant with the data protection act. Our policy is such that we will not pass on your details to any third party without your prior consent.