Frequently Asked Questions


How do I create an account?

You can set up an account with us using your email address. We’ll ask you to create a password that will ensure your account security. Please head to the checkout where you will be prompted to create an account.

How do I update my account information?

Simple. Log into your account, go to ‘my settings’ and you can update all your details there.

Are my personal details safe?

Yes! None of your data will ever be shared. Please see our privacy policy for more details.

I’ve forgotten my password, what shall I do?

Go to login and click on the ‘forgot my password’ link at the bottom. We’ll guide you through the process from there.

Can I delete my account?

We’d be sorry to see you go but please email and we’ll take it from there.


I wanted to buy a product but it’s now out of stock, when will it be back?

Because our supply chain is different from most our inventory will vary depending on what damaged goods we receive. As a result, we unfortunately don't know when a product will be back in stock - when it's gone, it's really gone!

How can I be the first to know if a product is back in stock?

Because we know how it feels when you really want something that’s gone...(it sucks) you’ll soon see a new feature on our website where you have the option to be notified when it comes back in stock. Simply favorite any items you love and you’ll receive an email notifying you when it’s back in stock, but hurry, it won’t be there long!

What should I do if I receive the wrong product?

We are so sorry that you received the wrong item. But don’t worry, the team will look into this right away. Just shoot us a message at and we will get this sorted for you.

What should I do if an item is missing from my order?

Oh no! Not cool. We’re really sorry. Contact us at and we will get this sorted ASAP.

I haven’t received my item

If you have not received your item by the estimated delivery date, or you are having problems tracking your parcel, please get in touch at and we will chase this up for you as quickly as we can.

How can I check the status of my order?

Easy. You can view the status of your order on your My Account page. Information is updated after your order is placed, once your order has been shipped and when it is delivered. You will also receive emails notifying you along the way.


How much does shipping cost?

Our shipping options include:
- Royal Mail 48 (2-3 business days): £3.95 (Free over £25)
- Royal Mail 24 (1-2 business days): £7.95

When will my order be processed?

We want you to enjoy your purchase right away so we aim to process all orders within 24 hours, Monday to Friday. Orders placed over a weekend or bank holiday will be shipped the next working day.

When do you ship orders?

All the items you see for sale are stored our own warehouse and are waiting to make their way to you! We ship Monday - Friday (excluding public holidays).

Where do you ship?

We ship to all UK residential and commercial addresses.

How can I change my shipping address?

(Woops!) If your order has been shipped to the wrong address, please email us at as soon as possible. As long as it hasn't been dispatched, we can fix this for you!

Can I cancel or make changes to my order?

Unfortunately, once your order has been placed it is difficult for us to make any changes. However, if you contact us within an hour of placing your order (within working hours, Monday to Friday 9am - 5pm) we will try our best to assist you. 

If your order has already been processed, please take a look at our returns policy below. 

What is the status of my order?

Your account settings page makes it simple for you to check the current status of all active and previous orders. Once your order has shipped, you’ll get a notification
and tracking number in your inbox.

You can track your package with Royal Mail directly at


How can I pay for my order?

You can pay for your order with any of these payment methods:

- Visa
- Visa Debit
- Mastercard
- American Express
- Apple Pay
- Google Pay
- PayPal
- ShopPay
- ClearPay Installments
- AfterPay Installments

Simply select which one you’d prefer to use at checkout. 

Can I use multiple promo codes at checkout?

Unfortunately not. Our promotional codes can only be used one at a time. Consider splitting your order into multiple transactions if you want to make use of different codes you have received.

Can I use a promo code on top of another promotion?

Yes! You can use a promotional code on top of item, category and shop-wide discounts (unless otherwise specified). Just remember to add your code at the end of the checkout process. 


Can I return an item if I change my mind?

These things happen! If you want to return your product we are here to help. All we ask is that you return the product in the same condition in which we sent it. Please contact us at and we’ll get right to it. Please note, for items that are deemed unwanted, or purchased by mistake, we kindly ask that you look after the return shipping to us.

Remember, some of our items will arrive with some degree of minor damage so please check the condition of the item you are purchasing carefully. Each listing will state whether the item is New, Imperfect Box, Imperfect Container, Missing Box, Missing Lid, Missing Pump, Small Amount Missing or Ex Display.

If you have any questions about the condition of a particular item, please contact us at before checking out.

Do you offer free returns?

If your item is faulty, incorrect or not as described, then we offer free returns within 14 days of your purchase. You will have to pay to return a product if you have changed your mind or no longer want the product. 

How do I return my item?

Sorry to hear you weren’t happy with your item. Please contact us at with your order number and a member of our team will take it from there.

I’ve opened my product, can I still return it and get a refund?

We only accept returns if the product is in the same condition we sent it in. If your product is not as described, or has been further damaged in transit, please contact and we’ll do our best to help.

Do I need an RMA or returns slip?

We purposely don’t include a paper return slip to reduce environmental waste. If your item was faulty, incorrect or not as described, we’ll email you a pre-paid returns label or QR code. 

How long does it take to process a return?

Once we’ve received your returned item your refund will be processed. Credit/Debit card refunds usually take 5-10 business days to appear on your statement. 

Where do I return my item? 

Once you’ve contacted and everything’s approved we will
provide you with a returns label (if applicable) and our returns center address. 


Why do you sell damaged products?

This is Beauty was conceived to help reduce unnecessary waste in the beauty industry. Who cares if the box, packaging, or container is damaged when you can save money, protect our planet and the product inside is exactly as it should be?!

My item is damaged, what do I do? 

We sell beauty products which might have some dents, scuffs or missing parts. This means you might receive a product that has some minor flaws, but what’s on the inside is perfect.  Remember, by purchasing from This is Beauty you have given that product a second chance at life, helped protect our planet and saved some money! Does that little dent really matter?

We try and be very transparent about the condition of every product we sell - and provide you with a handy key so you know exactly what you’re getting (see About our Products). You can check all details on your order confirmation, however, if you are unhappy with your item, please contact us at and we will happily assist.

Is my item completely genuine and authentic?

We guarantee every product we sell is genuine and authentic. All of our products come from large retailers, distributors and the brands themselves. Some of our products have dent, scuffs or missing parts, but what’s inside is always a genuine, authentic product. 

I’m unsure about an item, can I chat to someone about its authenticity?

Absolutely! Any questions you have about our products are welcome, we’d love to have a chat.

Just email us at and we’ll personally reply as soon as possible! 

My product arrived. Why is it different to the picture online?

You might not receive the exact item in the image.  Our images are only indicative of what type of imperfection that particular product has - but it’s what's on the inside that counts! 


Can I contact you?

Of course! We love to chat. Please use one of the following ways to contact us;

Order issues and returns –

Press inquiries –

Partner inquiries -

Are you on social media?

We are indeed! Please join our growing community on Instagram;



Still got questions?

Please contact us at and we'll get right back to you.