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FAQs

Got a question or a query? Check out our many FAQs to find the answer.

Order Query

Where are my previous orders?  
To find your previous orders, simply log in to your account using this link and click to view orders.

How do I make a complaint?  
Not 100% satisfied? Simply fill out our Contact Us form with your details and query, and we’ll be sure to get back to you within 48 hours.

I didn’t receive my whole order. 
We’re so sorry that parts of your order are missing. We’d love to help, so please use our Contact Us form to get in touch, simply listing out your order number and the items that are missing.

I’ve been charged twice for my order. 
We’re so sorry that you’ve been charged twice for your order. Please use our Contact Us  form to get in touch, making sure you list your order number. 

I’ve been charged but I haven’t got my order yet.
Sometimes orders can take a little longer than planned. Keep an eye out for your dispatch notification email, which will let you know when you can expect your order to arrive. 

Account Query

How do I pay? 
There are a number of ways you can pay for your order online, it’s really down to you. You can pay via the usual credit/debit card format, or alternatively, you can pay quickly with your PayPal account or Apple Pay service on your phone.  

Do I need an account to shop online? 
You can either checkout as guest or create an account, it’s up to you.  

How do I subscribe/unsubscribe from mailing list? 
You'll be able to subscribe to Avon marketing emails when you create an account with us. To unsubscribe simply click the unsubscribe link at the bottom of our marketing emails. 

Delivery Query

How do I track my delivery? 
Keep an eye out for dispatch notification emails, which should include a link. Simply click on that link to track your order and when you should expect it.  

What are my delivery options? 
Check out our Delivery page to learn all about your options when it comes to delivering your order.

How do I change my delivery address? 
For future orders, you can change the delivery address attached to your account by logging in and amending your details. However, once your order has been shipped and you’ve received an email notification, it can no longer be changed so you will need to make other arrangements. 

Do you deliver to Northern Ireland? 
Unfortunately, we no longer deliver to Northern Ireland, but that’s not to say we never will. For more details on delivery restrictions, click here.  

Who delivers my order? 
Your order will be delivered through Hermes. If you’re not in, Hermes will leave a card telling you how you can collect your order. We'll also email to let you know how you can track the progress of your order. 

Returns / Refund Query

How do I return a product? 
You can either: 

- Return for free via myHermes Collection from your home - If you need to arrange a courier to collect your parcel, please leave it in your designated safe place to make sure both you and the courier keep a safe distance at all times.  
- Return for free via myHermes ParcelShop - To return via post, simply print a returns label at home or show the QR code at your chosen ParcelShop drop-off location. 

IMPORTANT: In order for us to be able to process your return, please print our returns forms, fill it in and ensure it’s included in the box along with the items you are returning.

Be sure to package your returns carefully (they need to be received in good condition in order for us to process your refund). For a full refund on products with a free gift, please return both or your refund will not be processed. 

To view our full returns policy click here.

What’s the 100% guarantee?  
We want you to be completely satisfied with your purchase. Therefore, your satisfaction is 100% guaranteed. We'll be glad to exchange your item or refund the full price if you choose to return it within 90 days of delivery. Special terms apply to certain products (such as lingerie) but these are clearly indicated. The Avon guarantee is in addition to your statutory rights (see below). For a full refund on products with a free gift, please return both or your refund will not be processed.  

 In addition to the rights granted by Avon above, you have a statutory right to cancel your order at any stage after acceptance of your order by Avon, and up to 14 days after receipt. Please note, this right to cancel does not apply to items which are unsuitable for return due to health protection or hygiene reasons, if they become unsealed after delivery (unless they are faulty).   

Product Query

Do you have a size guide available? 
Yes we do, you can check out our complete size guide for women, men and children by following this link.  

How do I find out more about Avon and their products? 
Much of our product information can be found in their individual descriptions. If you still want to find out more, please use our contact form to get in touch with our specialist team.  

Promotion Query

I have a promo code where do I enter it? 
Simply add your promo code when prompted to at checkout.  

Can I apply more than 1 promo code at a time? 
Unfortunately, no. Our current system only allows one promotional code at a time.  

Where can I find the T&Cs for a promo code? 
Find all of the T&Cs for our promo codes right here.

I have processed my order but have not entered my promotional code, can I use it after? 
Unfortunately, once an order has been processed we cannot amend it. Promotional codes have to be used before an order is confirmed 

Avon Query

Does Avon test on Animals?
We do not test products or ingredients on animals anywhere in the world and we’ve been working for acceptance on non-animal methods for three decades. We are very proud to have become the first global beauty company to end animal testing across all products in every country in which we operate. Click here to learn more about our position. 

Contacting Avon

How much does it cost to call an 0333 or 0800 number?
Calling a number beginning 03 costs the same as calling a number beginning 01 or 02. Calls to 03 numbers are included in any bundled minutes that you may have in your mobile or landline contract. For more information please contact your telephone provider, any calls to 0800 numbers are free of charge from a mobile or landline.

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Call 0333 234 5678

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