Cosmetics & personal care
Buying cosmetics and personal care online means trusting a company with your skin and your money.
Cosmetics & personal care companies
503 companies
About Cosmetics & personal care
Cosmetics & personal care in the United Kingdom covers make-up, skincare, haircare, fragrance, toiletries, bath and body products, and male grooming. Products range from mass-market brands sold in supermarkets and pharmacies to independent labels that sell only through their own websites. Online retailers in this area include specialist beauty sellers, department store websites, pharmacy chains, marketplaces that host many sellers, and brands that sell direct to consumers.
Many of these businesses also sell through social media channels and subscription boxes. Their products are delivered by parcel or post, and returns are handled through the retailer or the brand depending on how the order was placed.
The market is shaped by the Cosmetic Products regulations that apply across the United Kingdom, which set out requirements for safety, labelling and the responsibilities of manufacturers and importers. The Medicines and Healthcare products Regulatory Agency oversees products that cross into medicinal territory, such as some sunscreens and anti-dandruff treatments. The Advertising Standards Authority regulates the claims made in cosmetics advertising, and the Competition and Markets Authority enforces consumer protection law, including rules on pricing and online selling.
Consumer rights for online purchases are set by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which give buyers a statutory right to cancel most distance purchases within fourteen days. Retailers must also meet standards on delivery and on the accuracy of product descriptions. Competition is intense, which keeps prices visible and pushes many businesses to compete on speed of delivery and the ease of returns.
Questions about Cosmetics & personal care
How do I choose a cosmetics company to buy from online?
Check that the company is registered in the UK or clearly states a UK trading address, company number and contact details on its website. Look for a published returns policy, a privacy policy and a complaints procedure before you place an order.
What should I compare between online beauty retailers?
Compare delivery charges, delivery times, returns terms and whether the company accepts a range of payment methods including credit cards and PayPal. Check whether the product listings show full ingredients, batch information and the seller's details so you know exactly what you are buying.
Is a cosmetics product from an online seller always genuine?
Buy from the brand's own website or an authorised retailer to reduce the risk of counterfeit goods. Be cautious of prices far below the recommended retail price on third-party marketplaces, as these can indicate fake or diverted stock.
Do I have a right to cancel an online cosmetics order?
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from receiving your goods to cancel an online order and receive a refund. The seller must refund you within 14 days of receiving the goods back or of receiving proof that you have sent them back, whichever is earlier.
Can I cancel a cosmetics subscription and how do I do it?
Check the terms at sign-up for the cancellation method and any notice period, as the Digital Markets, Competition and Consumers Act 2024 requires subscription traders to make cancellation as easy as sign-up. Keep a record of your cancellation request, such as an email or a screenshot, and check your bank statements to confirm that no further payments are taken.
What happens if my cosmetics delivery is late or never arrives?
Under the Consumer Rights Act 2015, a trader must deliver goods within the time agreed or within 30 days if no time was set. If the goods do not arrive, you can contact the seller in writing to set a new deadline, and if that is missed you may cancel the order and claim a refund.
Can I return a cosmetics product if it is faulty or damaged?
Goods that are faulty or not as described must be repaired, replaced or refunded under the Consumer Rights Act 2015, and you can reject them within 30 days of receipt for a full refund. For hygiene reasons, opened or used cosmetics are not returnable under the 14-day cancellation right, so check whether the seller's own policy offers any exception for faults.
How do I complain to an online cosmetics company in the UK?
Start by contacting the company in writing with your order number, a clear description of the problem and the outcome you want. If you do not get a satisfactory reply within a reasonable time, check whether the company belongs to an approved alternative dispute resolution scheme or use the Online Dispute Resolution platform where it applies.
Who can I contact if a cosmetics company will not resolve my complaint?
Trading Standards at your local council can investigate misleading claims, unsafe products and unfair terms. For disputes you can escalate to a free alternative dispute resolution service such as the one approved by the Chartered Trading Standards Institute, or to the small claims court for amounts up to £10,000 in England and Wales.
What rules protect me when a cosmetics product is marketed to me online?
The Cosmetic Products Regulations 2013 set out safety, labelling and ingredient requirements for cosmetics sold in Great Britain, and the Advertising Standards Authority's CAP Code governs how beauty products can be advertised. The Competition and Markets Authority enforces consumer protection law, including rules against misleading discounts and fake reviews.
What should I look for in reviews of cosmetics companies?
Read a range of reviews across different dates and platforms rather than relying on a few high scores, and look for specific details about delivery, product quality and customer service. Be wary of reviews that repeat the same wording or appear in clusters around the same time, as these can signal fake or incentivised reviews, which the Digital Markets, Competition and Consumers Act 2024 now prohibits.
Does the company need to show a way for me to complain before I buy?
UK online sellers are required to provide their name, geographic address, email address and other contact details clearly before the order is placed under the Consumer Contracts Regulations 2013. Many sellers also publish a complaints or customer service policy, and you should check that it is easy to find before you pay.