Useful information

Returns

Refund Information

We cannot offer returns or refunds due to health and safety reasons. Because of the nature of the product and our inability to determine if the product has been used, we cannot accept returns or refunds. 


However, if you require a refund or replacement order for the following reasons, please read the information below:

 

Order has not arrived/has arrived late

If your order has not arrived or it has arrived late please visit our delivery information section for further information about this. Alternatively you can email us at kelly@kroseb.co.uk with your full name, address, order number and a short paragraph explaining your query.

 

 

Received the wrong items:

We take great care to always ensure the right items are swiftly sent to you but in the event that you have received the wrong items, please send a photograph of the items you have received and email it to kelly@kroseb.co.uk with your name and order number.

 

Received faulty or damaged items:

We always take extra care to appropriately package your items for safe delivery but in the unfortunate event of your order arriving damaged or faulty in any way, please take photographs to show damage/fault and email these photographs to kelly@kroseb.co.uk with your name and order number.



Delivery and order information

Delivery information 


We send all of our items via Royal Mail. Please see below for our delivery options and timescales 


We are a very small company so we ask for your understanding regarding our processing times:


Our office hours are Monday to Friday 9am to 5pm, and we therefore only process orders in these times. Our current processing time is 5-7 working days (not including weekends) so orders will be sent via your chosen delivery method after this timescale. This is subject to change during busy periods, but we will always endeavour to keep our customers updated if we have a backlog on orders. Thank you for your patience. 



UK delivery


We offer free 2nd class shipping on UK orders over £50


Standard delivery- £3.95

2nd class delivery through Royal Mail. Please allow 2-3 days for your order to arrive after despatch (This is subject to a processing time as detailed above)


Royal Mail Special Delivery guaranteed by 1pm- £9.00

Royal Mail state that items sent via this postal option will be delivered the next working day before 1pm. Monday to Friday only. Please ensure you order before 12pm for this delivery option. 


International delivery


Royal Mail international tracked and signed: £10- £15

International postage is priced between £10 and £15 depending on your location. Please allow 3 to 5 working days for your order to arrive after despatch (EU zones). For international orders outside of the EU, please allow up to 15 days. 

 


FAQ

Please find answers to commonly asked questions below, if this section does not  your question or you are looking for additional information, please email us at kelly@kroseb.co.uk


Q. Do you offer pro membership?

A. Yes we have a pro membership scheme for Makeup Artists and Beauty Salon Owners- please check out the 'pro membership' section for more details. 


Q. I noticed you have a collection option on the online store, where is collection?

A. We are based in Bedworth, Warwickshire. Please note that collection is Monday to Friday only and is after 6pm only.


Q. Do you offer trade discount on your products?

A. Yes we are more than happy to offer trade discount to salons/shops who wish to stock our products! Please drop us an email at kelly@kroseb.co.uk


Q. Is you makeup cruelty free?

A. Yes, all of our makeup is 100% cruelty free.


Q. Are any of your products vegan friendly?

A. The items that are vegan friendly are:

- 10 piece vegan brush set- Angel Dusk

- Loose pigments (all colours)

- Faux mink eyelashes (these lashes are made with synthetic fibres and there are no animal products used in these lashes)

- Loose glitter

- Advent Calendar


Q. I'm a Blogger/Influencer/Youtuber, do you offer PR packages?

A. We aren't currently offering PR packages but this is something we may look to do in the future


Q. How can I keep up to date with new releases and restocks on products?\

A. We do most of our product launch and restock information on Facebook beauty group, The Beautyship. You can also sign up for our mailing list or follow us on Instagram, @krosebcosmetics


Student discount

We do offer UK students a student discount scheme which consists of:

- 40% off eyelashes 

- 20% off makeup and accessories

*codes exclude limited edition items, and products that fall within the “new and exclusive“ category


to be accepted for student discount, you must be on an accredited course in the UK that is recognised by either student finance or UNiDAYS, or is a school, college or university course expected to last at least 1 year.


we don’t currently have access to a system like UNiDAYS where we can automatically  check student status so we do rely on manual checking.


To apply for student discount, please email kelly@kroseb.co.uk and tell us

- your course name

- institution 

- course dates (start and finish


please also send proof of student status, the ONLY proof we accept is:

- a college/university issued card showing your course expiry date 

- an official enrolment letter from your institution



Discount codes

We do often run various promotions and discount codes. All discount codes and affiliate codes are subject to exclusion. The products excluded from any discount code or promotion are:

- colour changing pigments

- Santorini palette

- Vesuvius palette

- Pompeii palette

- Advent calendar