STOCK

➤ How can I check if a product is in stock?

Yes, you can check the stock availability directly on the product page. If the item is available, you’ll see an “Add to Cart” option. In some cases, we may also show “Low Stock” indicators on popular items to help you act quickly before the item sells out.

➤ How often is stock updated on the website?

We update our stock levels daily to reflect the most current availability. This ensures you have accurate information when shopping. Occasionally, some high-demand items may sell out quickly despite our daily updates. In these cases, we recommend subscribing to restock notifications or checking back soon if the item is temporarily unavailable.

➤ What if the item I want is out of stock?

If an item you’re interested in is out of stock, you can easily subscribe to receive a back-in-stock notification. Just go to the product page, and when prompted, enter your email address. We’ll automatically send an email alert as soon as the item becomes available again, so you can be one of the first to know.

➤ Can I pre-order or backorder an out-of-stock item?

For certain items, especially new releases or popular products, we offer pre-order or backorder options. If this is available, you’ll see an option to “Pre-Order” or “Backorder” on the product page, along with an estimated delivery timeframe. Please note that while we try to fulfill backorders as quickly as possible, exact timing can vary based on restock dates and shipping timelines.

➤ Will out-of-stock items be restocked?

Most items are restocked regularly based on demand, so it’s quite likely they’ll be available again soon. For limited-edition or seasonal items, however, restocking may not be guaranteed. To stay updated on availability, subscribing to notifications on the product page is the best way to get alerts as soon as these items return.

➤ How many units of each product can I purchase?

There are no set limitations on the quantity you can purchase for most products. If you're interested in buying in bulk or have specific quantity needs, please feel free to contact our customer support team for assistance.

➤ Why does an item show as in stock online but is unavailable when I try to order?

Occasionally, due to high demand, items may go out of stock almost instantly, even after you’ve added them to your cart. In such cases, a message will indicate that the item is no longer available at checkout. We recommend subscribing to a restock alert if this happens. This can be due to slight delays in stock updates on our end or multiple customers ordering the same item at once.

➤ How do I know if a product is low in stock?

For high-demand items, we may display a “Low Stock” label on the product page. This indicates that only a few units are left, so it’s best to act quickly to secure your purchase. If you see a “Low Stock” indicator, it’s also helpful to subscribe to notifications in case it sells out and you’d like to know when it’s restocked.

➤ Can I request a notification for when an item will be back in stock?

Yes, to stay updated on specific items, simply go to the product page and enter your email address where prompted. Once the item is back in stock, you’ll receive an email notification. This feature helps ensure that you don’t miss out on popular items that may sell out quickly.

CONTACT US

➤ WHEN IS THE CUSTOMER SERVICE TEAM AVAILABLE?

Our customer service team is available via email and on our social media channels. We aim to respond to all inquiries promptly during our operational hours. Outside these below hours, responses may take up to 6-8 hours.

Operating Hours:

Monday-Sunday: 9:00 am - 7:00 pm (excluding public holidays)

GENERAL ENQUIRIES

➤ WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept a range of payment methods, including Cash on Delivery (COD), major credit and debit cards, Mintpay, and KOKO. The available payment options may vary based on your location and the platform you’re using. At checkout, you will see the payment methods available for your order.

➤ DO YOU HAVE ANY STORES WHERE I CAN SEE THE ITEMS AND TRY THEM ON?

We do not have a dedicated store, but our products are available in various shops and supermarkets throughout Sri Lanka.

➤ DO YOU HAVE A NEWSLETTER?

Yes! You can stay updated with the latest arrivals, discounts, promotions, and style tips by subscribing to our newsletter. Simply click the link below to subscribe:Subscribe

➤ WHAT SHOULD I DO IF I CAN'T PLACE AN ORDER?

If you're having trouble placing an order, please email us at onlineorders@britishcosmetics.com with your name, shipping address, and the SKU of the item(s) you wish to purchase. Our team will be happy to assist you further. You can also reach out to us by call or WhatsApp at +94 77 207 7020 to place your order directly.

PAYMENT QUERIES

➤ MY PAYMENT HAS BEEN DECLINED. WHAT SHOULD I DO NEXT?

First, ensure that all details have been entered correctly. Payments may be declined for several reasons, including:

• Incorrect postcode/zip code
• Mismatch between the billing name/address and the cardholder’s information
• Incorrect or incomplete payment information
• Multiple attempts to make a purchase in a short period
• Insufficient funds on the card

Please contact your bank to check if there are any issues with your card. If everything appears correct on your end, reach out to us with details of any error messages you received, and we will investigate further. You can email our Customer Service Team at onlineorders@britishcosmetics.lk.

Please note that declined payments are often held as pending by your account or card provider before being returned to you.

➤ Refunds to Canceled/Expired Payment Methods

Refunds can only be issued to the original payment method used for the purchase. We cannot send refunds to a different card or bank account. For expired or canceled cards, refunds are typically managed by the card issuer and are usually credited to the replacement card. If no replacement card exists, the issuer may issue the refund via an alternate method, such as a cheque or bank deposit.

➤ Do You Offer a Buy Now, Pay Later Option?

Yes, the Buy Now, Pay Later option provided by our partners is available on our checkout page.

DISCOUNTS & PROMOTIONS

➤ CAN I USE A DISCOUNT CODE ON SALE ITEMS?

Unfortunately, additional discounts cannot be applied to sale items. Only one discount code can be used per order, and discounts are applicable only to full-price items.

➤ HOW DO I REDEEM DISCOUNT CODES?

To use a discount code, select your desired product(s) and proceed to the checkout page. You will find a box for entering the discount code. Enter your code and click ‘Apply’—it’s that easy. Please remember that discounts are only valid for full-price items.

Note that promotion codes are valid only on the specified date; after this date, the code will no longer be applicable.

➤ HOW CAN I STAY UPDATED ON YOUR LATEST PROMOTIONS AND DISCOUNTS?

Here are a few ways to keep up with British Cosmetics:

Sign up for our newsletters here.

Follow us on X (formerly Twitter), Instagram, and Facebook by searching for British Cosmetics. Make sure to follow us and like our posts to stay in the loop !

I AM UNABLE TO LOG IN

Sorry to hear that you’re having trouble logging in! Have you tried using our "Forgot Password" link? If you haven't received the reset password email, please check your spam or junk folder, as it might have been directed there.

If you’re still having issues accessing your account, please email us at ecommerce@britishcosmetics.lk . Our team will get in touch with you to help resolve the problem.

ORDERS

➤ HOW DO I CANCEL OR MODIFY MY ORDER?

Our dispatch team works quickly to ensure prompt shipment, which means we cannot modify your order once it's been placed. If you need to request a cancellation, please email our Customer Service team at onlineorders@britishcosmetics.lk with your order details.

➤ I PLACED AN ORDER, BUT I HAVE NOT RECEIVED MY ORDER CONFIRMATION EMAIL?

Sometimes our emails may end up in your spam or junk folders. Please check these folders first. If you still haven’t received the confirmation email, contact us at onlineorders@britishcosmetics.lk with your shipping address, and we’ll resend it as soon as possible.

➤ CAN I CHANGE THE DELIVERY ADDRESS ON MY ORDER?

Yes, you can change the delivery address on your order! If you need to update your address, please contact our Customer Service team at onlineorders@britishcosmetics.lk with your order details. We’ll assist you with the necessary changes to ensure your order is delivered to the correct location.

➤ THERE ARE MISSING ITEMS FROM MY ORDER?

If an item is missing from your order, please don’t worry. Email your order details and a photo of your packing slip to onlineorders@britishcosmetics.lk. Our dispatch team will investigate and help resolve the issue.

➤ INCORRECT ITEM RECEIVED?

If you receive an incorrect item, please contact us immediately. We take full responsibility for these errors and will arrange for the correct item to be sent to you. Email our Customer Service team at onlineorders@britishcosmetics.lk with your order details and information about the incorrect item. We’ll guide you through the return process and expedite the shipment of the correct item once we receive the incorrect one back.

➤ WHERE IS MY ORDER?

After placing your order, you will receive a tracking number via email, which allows you to monitor your shipment. Your order should arrive within 2 to 5 days. If you don’t see the email, please check your spam/junk folder.

➤ HOW DO PRE-ORDERS WORK?

Some items on our website are available for pre-order, as indicated in the product description. This allows you to purchase items before they are in stock. Your payment secures the order, and we will dispatch your items promptly once stock is available, typically within 7-14 working days. You will receive a shipment email with a tracking code once your order has been shipped.

➤ WHAT IF I RECEIVE A DAMAGED OR DEFECTIVE ITEM?

We apologize if you receive a damaged or defective item. Please contact our Customer Service team as soon as possible at onlineorders@britishcosmetics.lk. Provide details about the issue, including your order number, a description of the damage or defect, and any photos if available. We will assist you with the return or exchange process, and may offer a replacement, refund, or another suitable resolution.

➤ ORDER HAS NOT BEEN RECEIVED?

If your tracking information shows that your order has been delivered but you haven’t received it, follow these steps:

1. Verify the delivery address: Ensure the address provided is correct and matches the tracking information. Incorrect or incomplete addresses can lead to delivery issues.
2. Check with neighbors or building management: If you cannot locate your package, contact our Customer Service team at onlineorders@britishcosmetics.lk We will help you file a claim or initiate an investigation into the missing package.
3. File a claim or report: Ensure the address provided is correct and matches the tracking information. Incorrect or incomplete addresses can lead to delivery issues.

Please remain patient as it may take some time to resolve the situation. We will do our best to assist you in locating your package and finding a satisfactory resolution.