FREQUENTLY ASKED QUESTIONS
ORDERS & PAYMENT INFORMATION
WHAT PAYMENT METHODS CAN I USE?
We accept all major credit and debit cards including: American Express, Diners Club, Visa, Visa Debit, Visa Electron, MasterCard, and Maestro.
WHAT CURRENCY CAN I PAY IN?
You can now pay in GBP, EUR, USD, AUD and CAD. You can select the currency you wish to pay in from the currency selector. On desktop browsers, this can be found in the top right of the screen in the page header. On mobile browsers, this can be accessed from the menu button, and is displayed in the bottom right of the menu. Please note that paying in a local currency is currently not supported by Google Pay or Apple Pay. If you have any questions, please do not hesitate to get in touch - email@example.com.
IS ORDERING ONLINE AT DANIELSANDLER.COM SAFE?
Our consumer’s safety and security is of the up-most importance to us which is why we have been checked and verified by thawte SSL Web Server Certificates which encrypt all data to and from the site to protect our customers details. We have also passed the SecurityMetrics Site Certification vulnerability scan which means we have met the PCI data security standards. Credit Card Payments are handled externally and you are given a choice at checkout. Your credit card company may also carry out security checks to confirm that your order is genuine.
CAN I ORDER OVER THE PHONE?
We do not currently have a telephone order line. You can email firstname.lastname@example.org for assistance.
WHERE CAN I TRY DANIEL SANDLER IN-STORE?
Please email email@example.com for details of your nearest stockist.
WHY HAVEN'T I RECEIVED MY NEW CUSTOMER DISCOUNT CODE?
We advise you to check your spam/junk folder or contact firstname.lastname@example.org before placing an order as the discount can't be applied afterwards.
I HAVE A DISCOUNT CODE, HOW DO I USE IT?
We have a promotional code box situated at checkout where discounts are to be entered. Please take care when entering codes as they are case and space sensitive. Customers may only redeem one code at a time so we advise customers to choose the promotion best suited to their purchase.
I'M HAVING PROBLEMS PLACING AN ORDER, WHAT CAN I DO?
Making your order process as easy and accessible as possible is a top priority to us at danielsandler.com. On the rare occasions where ordering issues occur we have an experienced customer service team who aim to fix any problems. Our Customer Service team can be contacted on the phone GMT/BST hours of 9.00am-4.00pm Monday-Friday +44 (0) 20 8798 3870 (please leave a message and we will return your call) or by emailing email@example.com.
WHAT HAPPENS AFTER I PLACE AN ORDER?
After an order is placed you will receive an email notification which acknowledges the receipt of your order. You will then receive a despatch email alert notifying you that the order has left our warehouse and is on its way to you. In the unlikely event where we are unable to fulfil your order a member of our customer service team will contact you with the details provided to advise you of this issue. We reserve the right to decline or cancel an order at any time.
CAN I CANCEL MY ORDER?
Yes of course you have the right to cancel your order before despatch, however we do try to process orders for same-day dispatch. Orders are despatched at 6am GMT/BST Monday-Friday, if you contact us after 6am following the date of order we cannot guarantee that your order can be stopped from being shipped. If you are too late, and your order has already been dispatched you can of course return it to us for a refund. Please contact us as soon as possible email firstname.lastname@example.org.
DELIVERY & RETURNS
HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER?
We aim to despatch all orders within 2 working days of customers placing an order, excluding weekends. UK orders ideally should take no more than 4 working days to arrive but may take longer, international orders may vary. In the unlikely event that an order is lost in the post we ask customers to wait 21 days before we are able to replace any items.
WHAT IS YOUR RETURNS POLICY?
If you wish to return an item you have purchased then we will be happy to offer you a refund, exchange or replacement on all items returned to us within 14 days of your receipt providing they are in their original, unopened and unused condition. To return an item to us please contact email@example.com. For international orders we advise getting in touch with our customer service team to seek advice, as purchasers from outside the UK will pay for any returns postage cost. All returned products will be examined and we are unable to refund anything that has been used or opened for hygiene reasons. We will process and refund your return within 48 hours of receiving it the item in the post. In some cases we may need to send a faulty or defective product to its manufacturer, therefore it is important faulty items are returned to us promptly. If you do return an order please obtain proof of posting.
Please call between the GMT/BST hours of 9.00am-4.00pm Monday-Friday +44 (0) 20 8798 3870
HOW MUCH WILL I PAY FOR POSTAGE?
Please check our delivery information here.
ARE YOUR PRODUCTS TESTED ON ANIMALS?
None of our products are tested on animals. The company and our manufacturers adhere to the EU Cosmetic regulations.
All our products manufactured in the UK and EU strictly adhere to the REGULATION (EC) No 1223/2009 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 30 November 2009 on cosmetic products.
We have no China based makeup suppliers.
Some of our brushes do contain animal hair.
Not all products are suitable for Vegans, please see ingredients listing for product of interest.
WHICH OF YOUR PRODUCTS ARE GLUTEN FREE?
Many of our products do not contain ingredients derived from barley, oats, rye, spelt or wheat, which are commonly known sources of gluten. However, due to the wide range of raw materials and equipment used during the manufacturing of our products, we cannot confirm that our products are free from any traces of gluten. If you have specific questions or concerns regarding gluten, and the ingredients contained in our formulas, we recommend that you consult your physician.
DO YOUR PRODUCTS CONTAIN PALM OIL?
We use either a synthetic palm oil or a sustainable palm (kernel) oil through the GreenPalm Programme.
DO YOUR PRODUCTS CONTAIN PEANUT OR NUT OILS?
We can confirm that none of our products contain peanut or nut oils but we cannot guarantee that there was no cross contamination pre or post production.
I HAVE A COMPLAINT I WISH TO MAKE, WHO DO I CONTACT?
We aim to deal with any complaints in a fair, confidential, swift and effective way. They should be directed via email to firstname.lastname@example.org. Please include full contact details in addition to your e-mail address together with an order number where appropriate.
How do I sign up for the rewards program?
Signing up is easy! Simply create an account by clicking here and enter your name, email, and password. It’s free to join and you will automatically be signed up to receive emails with insider access to sales, promotions, and all of our newest drops. If you currently have an account or email subscription with us - you’ve already been enrolled in our rewards program so you can kick back, sign in, and start earning Points!
What are the advantages of becoming a rewards member?
Our rewards program is a tiered program that allows members to earn more perks the more they engage with us. Members receive reward points for each purchase, which can then be redeemed towards the cost of future purchases.
You also earn points for sharing with friends, following us on social media, leaving product reviews, and are even gifted with bonus points just for having a birthday! You can view the full list of perks on our rewards page.
I already have an account. Do I need to create a new one to earn rewards?
We took care of that for you! All customers with an active account were automatically enrolled in our rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person.
Where can I find all of my rewards account info?
The rewards page is your roadmap to all your points and perks. You can access all your info by visiting our rewards page here.
Will I receive points for purchases I made prior to creating my rewards account?
You will only receive points for purchases made after creating your rewards account. Make sure to create an account before placing an order so you can receive points!
What if I have an old email address or multiple email addresses and want to combine my accounts & earnings?
Contact customer service by emailing email@example.com and our team will be happy to assist you with merging your accounts.
Does it cost anything to begin earning points?
Absolutely not! Sign-up is 100% free, and it will never cost you anything to earn points.
How do I redeem my points?
Exchanging your points for great rewards couldn't be easier! Simply visit the Rewards page to view all of our great reward options and click the 'Redeem' button to redeem your chosen reward.
Is there a limit to how many points I can earn?
Nope! That’s the best part about being a rewards member! You will always have an opportunity to earn more points by shopping with us, engaging with our brand and community online, and through seasonal sales.
Can I return my order if I redeemed rewards points for a discount?
Yes. If you are returning the entire order, we will refund you the total amount spent after the discount was applied. The points you used to redeem the discount will also be added back to your rewards account.
I earned points/VIP tier with my last purchase, but now I want to return it. What will happen to my reward?
If you use your rewards towards a purchase and later decide to return that item, your rewards will be credited back to your rewards account. For example, if you use a £10 coupon towards a £100 purchase that you decide to return, the £90 balance will be refunded to your credit card and the £10 reward credit will be deposited back into your rewards account.
Do points ever expire?
Your points will expire after 6 months of inactivity. Inactivity includes not interacting with our program i.e., redeeming points, placing an order, etc
Why didn’t I earn points on my purchase?
Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact us at firstname.lastname@example.org to help apply your points to your account. You also won’t receive points if you return your purchase or your purchase is cancelled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.
I should have earned points for a purchase/incentive but I didn’t see my account balance change. Did I get credit?
Yes! You work hard to earn points and we want you to feel confident that all of your points are right where they should be . . . in your account! The first thing to note is that there may be a delay in our systems communication and points could take anywhere from minutes to several hours to appear in your account. However, if you feel like you have earned points but they are not showing up in your account you can also troubleshoot it with these tricks:
- Try to refresh your browser.
- Try to log out and then back in to your account.
- Check your ‘Rewards history’ in your Rewards account to see if the points were added without you realizing it. Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.
If you still feel like your points balance is not accurate you can contact our support team email@example.com and they will look into the issue for you.
I received an error message when referring friends through the email referral box. What went wrong?
We are sorry to hear that. There are a couple of scenarios that could have triggered the error message.
The first possible scenario is that there was a mistype in one of the email addresses that you entered or you forgot to put commas between multiple emails to separate them.
To eliminate confusion over what occurred, we recommend that you go back and enter each email address one at a time, clicking ‘send’ after each one rather than uploading them all at once.
If you are still having problems using the email referrals we recommend using your unique referral link or sharing the referral through Facebook, Twitter, or Messenger to receive credit. Please contact our support team firstname.lastname@example.org if you need further assistance.
I’ve referred several friends but haven’t received any points for it. Is there something else I need to do?
Thank you so much for sharing us with your friends! We really appreciate it.
Referred friends must be first-time customers in order for both of you to receive the referral rewards. In addition, the referral must be initiated through our rewards referral box on your personal rewards page or through the use of your unique referral link also found there.
Points will be added to your account as soon as your friend completes their first purchase on our website.
When this happens you will receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account. You can also check your ‘Rewards History’ to see a list of any points that you have received for referrals.
How can I get a birthday reward?
Add your birthday under ways to earn points on the Rewards page. On your birthday we will award your account with 100 points valid for 30 days from the date of your b-day!
*Your birthday code is non-transferable and may not be sold or assigned to anyone else. If we feel someone is trying to manipulate the program, we reserve the right to terminate your account at our discretion. A customer who enters a birthday that's within the next 30 days, will have to wait at least 30 days from the date of entry to receive a reward. For example, if today’s date is August 17, 2022, and a customer sets their date of birth as August 18, 1999, they will only receive a reward on September 16, 2022.
How do I redeem my rewards points?
Rewards points can be redeemed during the checkout process. Before checking out, ensure that you are signed in to your account.
Once you get to the checkout screen you will see your total available Rewards points in a slide bar on the top left of the page. To use your rewards, slide the points redemption bar to select the number of points you would like to redeem on the order you are placing, then continue with the checkout process. To redeem all available Rewards slide the bar all the way to the right.
You must have a minimum balance of at least 20 points each time you would like to make a redemption, and points must be redeemed in increments of 20.