My Account

How do I register?

You'll need to register before you can place an order with gracebeautybox

As long as you have a valid email address, then you can head over to our sign-up page to get in on all the beauty action.

How do I register to receive special offers?

We'll automatically sign you up when you register so that we can make sure you're in the know regarding all our special offers.

You can stop these emails by logging into your account and selecting the 'Email Preferences' option.

How do I change my account details?

It's easy to make changes to your details, whether it's your payment information, password or address book.

Log-in to your account and you'll see a range of categories at the bottom of the page under 'Account Settings'.

Are my personal details safe if I create an account?

You can rest assured that shopping with gracebeautybox is safe.

We’re fully compliant with the data protection act so we care about keeping your details secure.

For further information, please visit our Privacy Policy page.

I have forgotten my password. What should I do?

Don't worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we'll send you instructions on how to get this reset.

How do I unsubscribe?

If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the 'Email Preferences' option to make this change.

Payment and Discounts

How can I pay for my order?

We offer a variety of online payment methods to ensure our customers can place orders with ease.


Visa Debit



American Express




Apple Pay

You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.

We do this to ensure that our customers are safe while they shop.

Will I be charged VAT?

Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).

We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.

I have a payment problem on my order. What should I do?

If you're seeing the status 'Payment Problem' on one or more of your orders then this means that we need you to check the payment information that has been submitted.

Click onto the order and you should see an option to resolve the problem. Before re-entering any card details, you'll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

If you've done all that and still can't fix the problem then please contact our Customer Service team.

Why can I see a transaction pending in my PayPal account?

Once you place an order, the payment will show in your account as pending until we send the products to you.

The pending transaction is telling you that the payment is authorised to be taken.

Why can't I add a new payment card?

If you want to add new payment details then you'll need to do this at the checkout stage.

Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty brands with ease. You can manage your saved payment cards by clicking into 'Payment Cards' under Account Settings in your account.

How do I use a voucher code?

Once you've found all the items that you want then click 'My Basket', you'll see a box located below your list of items which says 'Got a discount code? Enter it here'.

Add your discount code into this box and click 'Add' to apply the discount.

If the code doesn’t work then you'll need to check that you're not trying to use more than one offer and none of the items are on our exclusions list.

If you have any problems entering the code then you can contact our Customer Service team.

Why is my voucher code not working?

We're sorry to hear your code isn't working, you'll need to check that you're not trying to use more than one code per order and that your item isn't excluded.

You can refer to our exclusions list to check.

If the code isn’t being affected by one of the issues above then please contact our Customer Service team.


The item I ordered is out of stock. Why is it on the website?

All items ordered with gracebeautybox depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we'll always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so, we'll get in touch to let you know.

How do I place an order?

It's easy to place an order with us. Log-in to your account to begin browsing our range.

Once you've found the product you want, you'll need to click 'Add to basket'. You can either carry on shopping or click 'View Basket' if you've got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you'll need to enter the details manually.

Check everything is correct and you're good to go. We'll send you an email as soon as the order is on its way.

Can I make changes to my basket?

Yes, click on the 'My Basket' icon at the top of the page and you'll be able to see the item(s) you have in there so far.

Use the + button to stock-up on your favourite items, or the – button if you've selected too many. If you want to remove an item completely then click the x button.

Can I place an order to a different address?

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking 'Add a new address'.

How will I know when my order has been dispatched?

We'll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

What is the status of my order?

Your account makes it easy to keep track of all your orders.

Once you've logged in you'll see each individual order that you've placed with us. Select the one that you want and you'll be provided with all the details you need about that order.

We'll also send you a dispatch email as soon as your order is on the way.

 Where is my order?

Your account will show any previous orders you've placed.

Click on the order you want to view to find out more. If the order has been sent tracked then you'll be able to click through to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

 How do I cancel my order?

We’re sorry to hear you want to cancel.

If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service.

If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.

We’ll send you an email within an hour to let you know if the cancellation worked.

If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.

You can visit our Returns Policy to help you get the order back to us instead.

How do I make changes to my order?

Once you've placed your order, we cannot make any changes to it.

If you want to try and cancel so that a new order can be placed, then you'll need to log-in to your account. 

Select the relevant order and you'll see that you can choose to cancel individual items or the whole order.

We'll send you an email within an hour to let you know if the cancellation worked. Please don't place a new order until you hear from us.

What do I do if I have ordered the wrong item?

Don't worry we understand that this can happen; you can try and cancel the item in your account.

You'll need to click on the item and choose the cancel option. We'll send you an email within an hour to let you know if it worked.

If you can't cancel then you can send the item back to us. It's best to refer to our Returns Policy to find out how.

What do I do if I have ordered the wrong item?

We're really sorry that happened as we aim to provide high quality items to all of our customers.

So that we can look into this for you, please contact us.

To speed the process up, it'd really help if you could find the information below before contacting us, don’t worry if you can't though, we can help once you get in touch.

  1. Order Number
  2. Product Name
  3. Details of the fault
  4. Images that support the fault, if applicable

As soon as we've looked into the fault we'll let you know what we plan to do next by sending you an email.

I have received the wrong item. What should I do?

We’re really sorry to hear that, sometimes things can go wrong but don’t worry as we can help.

We'll need to know the following information so that we can fix this for you-

  1. Order Number
  2. Incorrect item received
  3. The correct item ordered

As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.

I have received a damaged item. What should I do?

We take pride in our products so we're sorry to hear you've received your order damaged.

Sometimes things can go wrong but don’t worry, as we can help.

Please don't throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.

As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.

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

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment.


Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered.

If the item has been sent, then please to let our Customer Service team know and they’ll be happy to help.