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My Account

1. How do I create an account with you?
It’s super simple. You can do it at checkout, or wait until you’ve placed your order as a guest.

2. How do I change my account details?
Just log in, go to the homepage and click the little icon that says ‘Your account’. Or, click ‘My account’ on the menu on the left hand of your screen.

3. I have forgotten my password, what do I do?
It’s easily done. To get a reminder, click ‘Your account’ and select ‘Forgotten password’. The onscreen instructions can take you through the rest.

4. How can I sign up to your newsletters and emails?
We sometimes send out emails about trends we’ve spotted, beauty stories and special offers. Subscribe using the tile on the homepage, or by telling us your email address using the short form at the bottom of the homepage.

5. How can I unsubscribe from your newsletters and emails?
There is an ‘unsubscribe’ link at the bottom of all the emails we send. Come back soon!

6. How do I create a Wish List?
It’s easy. Just click on whatever’s caught your eye and you’ll see the option to add it to your basket or Wish List.

7. May I contact you if I am not the named account-holder?
Data protection laws mean we can only discuss an account with the account holder.

Placing an order

How do I place an order with you?

Browse our website and as you see things you like, add them to your basket.
Once you’re ready to buy, go to the checkout to finish your order and wait for our confirmation message.

About my order

1. My order has been dispatched but I have not received it yet.
Standard delivery takes three to five days. If you have a tracking number, just use that to track your order.

2. Why has my order not yet been dispatched?
We normally send things out the day that you order them, but if you order after 3pm or on a weekend, they might not go out until the next working day. At really busy times, things sometimes take a little bit longer. You will get an email as soon as your order has been dispatched. We want to get it to you ASAP!

3. How do I cancel my order?
Contact our customer service team at help@modelsownit.com. Orders can only be cancelled before they are dispatched.

4. How do I change the delivery address on my order?
Get in touch with our team at help@modelsownit.com As long as your order hasn’t been dispatched, they’ll be able to change the delivery address.

5. When will my order be dispatched?
We normally send things out the day that you order them, but if you order after 3pm or on a weekend, they might not go out until the next working day. At really busy times, things sometimes take a little bit longer. You will get an email as soon as your order has been dispatched. We want to get it to you ASAP!

6. How do I track my order?
For all tracked orders, you will get tracking details in your confirmation email when your order is dispatched.

About my delivery

1. I think my item is faulty / damaged
Oh no! Please email our customer service team at help@modelsownit.com and we’ll try and get everything fixed ASAP.

2. I have an incorrect item in my order, what do I do?
Our customer service team, at help@modelsownit.com, will be able to help.

3. I’m missing an item from my order, what do I do?
We’re sorry to hear that. Just email help@modelsownit.com and our customer service team will be happy to help.

Delivery Information

Last Order Dates For Pre-Christmas Delivery!UK Next Day – order by 2pm on Tuesday 20th December
UK Standard – order by 2pm on Sunday 18th December
International – order by 2pm on Thursday 15th December (UK time)
1. How much is Postage/Packaging UK Mainland Standard Postage is £2.95. UK Mainland Next Day Postage is £5.95 International Delivery depends on Country. The cost is shown at Checkout. Customers may have to pay customs duty.
2. How long does delivery take? UK Standard delivery will normally be delivered within 1-3 business days. UK Next Day delivery will be delivered next business day. International Delivery is between 2-5 Days Orders placed after 3pm will be dispatched the next day. Orders placed on Saturday and Sunday will be dispatched on Monday.
3. How can I track my order? All tracked orders get a tracking number. We’ll email this to you (along with details of the courier),once your order has been sent.
4. Will I need to sign for my delivery? Not normally, unless you’ve asked for a signed-for delivery service.
5. Why has my order been sent in more than one package? If you’ve ordered a lot of items, we might not be able to get them all in one package (also: thanks!). Sometimes, if part of your order is out-of-stock, we’ll send those pieces on later.
6. Do you deliver to BFPO addresses? No, we currently do not deliver to BFPO addresses.
7. What do I do if I have a specific delivery request? You can add special delivery requests at our checkout. We can’t guarantee we’ll be able to meet all requests, as we rely on carefully selected delivery companies.

Payment enquiries

1. When will I be charged?
Your card is charged when you place your order and your bank confirms payment.

2. What payment methods can I use?
You can pay using Visa, MasterCard, Amex, Delta, Switch, Solo and Visa Electron. We also accept via PayPal.

3. Why has my payment been declined?
We don’t get any details about declined payments. It’s best to take it up with your bank.

4. What currencies can I pay in?
We accept Pounds (GBP) Sterling.

Returns

1. What is your returns policy?
We think you’ll love your Models Own, but if you’re not completely satisfied, we’re happy to accept returned items in the complete original packaging within 14 days. Please email help@modelsownit.com before returning your items, so we are know what’s coming. We might be able to provide an alternative solution. If you are sending something back, fill out a cancellation note (with details of any faults or damage, where applicable) and pack this along with the item (in its original condition and packaging). Then send everything to: Models Own Limited Despatch Dept.35 Percy Street, London W1T 2DQ.

The parcel is your responsibility until it reaches us, so we strongly recommend that you use registered post and keep proof of postage. We can only process returns for orders made on this website.

2. Which products can I return?
Any product that you brought directly from www.modelsownit.com that has not been used and is returned in a resalable condition. All faulty or damaged products can be returned.

3. How long do I have to return an item?
Return unwanted, unused items within 14 days of receiving them to get a refund or replacement. They must be in a resalable condition. Unfortunately, we can’t exchange items. If you bought your items in a store please return them to that store. We reserve the right to refuse an exchange or refund if goods are damaged or not returned in a salable condition.

4. How long will it take to process my return?
We normally get these done within 48 hours of receiving them. During busy sale periods, it may take a little longer

Promotions and Vouchers

1. How do I use a Promotion Code?
Just tap it in to the promo bar at the bottom of your basket page, then click ‘Apply’, and the promo is yours

2. May I use more than one Promotion Code?
Unfortunately not. Two promo codes would totally freak our system out.

3. Why doesn’t my Promotion Code work?
Have you definitely typed in the right code? It’s not a PIN or the phone number of someone beautiful? If the code is right, but it doesn’t work, it may have expired.

4. What items are excluded from Promotion Codes?
Nothing is excluded unless we specifically highlight it, so make use of that code now!

Trade Enquiries

Want the hottest new make-up in your store? We’d love to hear from you at help@modelsownit.com.

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