You will need to register before you can place an order with Eyeko.
As long as you have a valid email address, you can head over to our sign up page to keep up to date with the latest news and product launches.
It's easy to make changes to your details, whether it's your payment information, password or address book.
Log in to your account and you will see a range of categories at the bottom of the page under 'Account Settings'.
You can rest assured that shopping with Eyeko is safe.
We're fully compliant with the data protection act so we care about keeping your details secure.
Don't worry, if you visit our log in page and select 'Forgotten your password?' then you can enter the email address registered and we will send you instructions on how to get this reset.
If you no longer want to receive Eyeko news, then you can log in to your account and select the 'Email Preferences' option to make this change.
All items ordered with Eyeko are subject to stock availability. We want you to be able to order and receive the products you love with ease, so we will always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we will get in touch to let you know.
It's easy to place an order with us. Log-in to your account to begin browsing our range.
Once you have found the product you want, you will need to click 'Buy Now'. You can either carry on shopping or click 'View Basket' if you've got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you will need to enter the details manually.
Before you place the final order just check everything is correct. We will then send you an email as soon as the order is on its way.
Yes, click on the bag icon at the top of the page and you will be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you have selected too many. If you want to remove an item completely then click the x button.
Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved address but you can choose to add a new one by clicking 'Add a new address'.
We'll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
Your account makes it easy to keep track of all your orders.
Once logged in, you will see each individual order that you have placed with us. Select the one that you want and you will be provided with all the details you need about that order.
We will also send you a dispatch email as soon as your order is on the way.
Your account will show any previous orders you have placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you will be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
If you can't find the information that you need, click on 'Message' within your account to contact our Customer Service team.
We are sorry to hear you would like to cancel your order.
If there is anything we might be able to do before you cancel, then please contact our Customer Service team through your account to see if they can help.
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We will send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order has already been processed and is ready to be sent. Items that are in stock are processed quickly as we want to get products to our customers as soon as possible. If this is the case, then please visit our Returns Policy to help you get the order back to us instead.
Once your order has been placed, we cannot make any changes to it, such as adding or removing products from the order.
If you want to try and cancel the order so that a new order can be placed, then you will need to log-in to your account.
Select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We will send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
Don’t worry we understand that this can happen; you can try and cancel the item in your account.
You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.
If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.
If you still need help, then you can send our Customer Service team a message while you’re in your account.
We take pride in our products so we are sorry to hear you have received a faulty item. So that we can look into this for you, please contact us to tell us more.
To speed the process up, it would really help if you could find the information below before contacting us, don't worry if you can't though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we have looked into the fault we will let you know what we plan to do next by sending you an email.
We are really sorry to hear you have received the wrong item, sometimes things can go wrong but don't worry as we can help. Please send us a message through your account.
We will need to know the following information so that we can fix this for you:
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.
We take pride in our products so we are sorry to hear you have received your order damaged. We take every care to ensure your delivery arrives exactly as we sent it, however things can sometimes get damaged in transit. So that we can look into this for you, please contact us to tell us more.
Please do not throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again in the future.
As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.
Unfortunately, we are unable to send samples out on request. If you are interested in trying our products for the first time, we would recommend you visit your nearest Eyeko stockist.
You can purchase our full collection of products from our website www.eyeko.com. Alternatively, please visit our Stockists page to find your nearest Eyeko retailer.
Payment and Discount
We offer a variety of online payment methods to ensure our customers can place orders with ease.
You can select your preferred payment method at checkout.
As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
We do this to ensure that our customers are safe while they shop.
Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
If you are seeing the status 'Payment Problem' on one or more of your orders then this means that we need you to check the payment information that has been submitted.
Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you will need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you have done all that and still the problem is not fixed, then please contact our Customer Service team.
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then you’ll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite Illamasqua products with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.
Once you’ve found all the items that you want then click the bag icon in the drop right of your screen, you’ll see a box located below your list of items which says ‘Got a discount code? Enter it here’.
Add your discount code into this box and click ‘Add’ to apply the discount.
If you have any problems entering the code then you can contact our Customer Service team through your account.
We’re sorry to hear your code isn’t working, you’ll need to check that you’re not trying to use more than one code per order.
If the code isn’t affected by the issue above then please contact our Customer Service team through your account.
Sales tax charges are dependent on the U.S. state that orders are shipped to. If your order will be shipped to one of the following states, it will include a sales tax charge.
In addition to the product value, we charge for shipping and sales tax. Sales tax charges will only apply to orders being shipped to the following states:
We will send you an email as soon as your order is on the way. For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service through your account.
All our delivery options can be found on our Delivery Information page.
Our Delivery Information page can tell you the timeframes associated with our different delivery options alongside their costs.
It is possible yes.
Any order placed for delivery outside of the UK could result in custom charges or import duties. The recipient of the parcel will need to pay any applicable charges prior to receiving their goods.
As we don't have control over these charges we are unable to advise what the cost may be.
Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card. This card is from the courier and lets you know where your parcel is and how you can collect it.
Returns and Refunds
We try not to make things complicated for you, log-into your account to contact our Customer Service team and they'll do the rest.
You will need to tell them the reason for the return so they can choose the best option for you.
Please refer to our returns policy page for more information.
We want all of our customers to enjoy their products so if you are not happy with your order then you can send it back to us.
All we ask is that you let us know that you do not want the order within 14 days of receipt and make sure the products have not been opened.
To get the order back to us safely please to log-in to your account and contact our Customer Service team.
They will send you all the information you need, but you can also refer to our returns policy page for more information.
As soon as we receive your order we will review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
Your refund should be returned to your account within 5 working days and we will send you an email to let you know it's on its way.
If you do not receive your refund and it has been 10 working days since you received our email, then you will need to contact our Customer Service team through your account.
We want you to have peace of mind when deciding to purchase with us, so we have extended our returns policy to cover the festive period.
You will have until 01/31/19 to return any orders placed between 10/31/18-12/24/18.
All we ask is that the item(s) are pristine. Meaning they are unopened, in their original packaging and any retail seals are unbroken.
Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your return please log-in to your account to contact our Customer Service team.
Please refer to our Terms and Conditions page.
If you are having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away so we can fix this for you.
We are against animal testing.
We do not test on animals, not even our raw ingredients. Nor do we support any companies who test on animals. We do not sell in China and our suppliers do not test.
Please see our full list of ingredients available on each product page.
Please don't hesitate to email firstname.lastname@example.org for more information.
Earn £10 for every successful referral and your friends will get a £10 discount!
Log-in or create an account and click 'View Details' in the 'Your Referrals' section to find out how you can get involved.
According to the World Health Organisation (“WHO”), the chances of contracting COVID-19 from an inanimate object are very low. However, eyeko is constantly monitoring the situation (and any official advice issued in connection with the same) and eyeko is taking sensible measures to protect customers and staff. We suggest you review the WHO website for latest advice in this regard.
Specifically, in respect of the threat of COVID-19, additional measures implemented by eyeko currently include the following:
- All eyeko employees have received additional education and training on hand hygiene and we have deployed additional hand sanitisers throughout all workplaces.
- We are adhering to UK Government guidelines and supporting employees who need to self-isolate for 7 days, should they have any concerns or show flu-like symptoms, have a high temperature or a persistent cough
- In addition, we are taking extra precautions on reducing any touch and transmission points throughout all eyeko premises and workplaces.
In response to COVID-19, all our carriers are taking precautionary measures to ensure the health and wellbeing of their drivers and our customers.
Please be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority.
There is currently no impact to our delivery services at this stage, however we encourage all customers to use your home address for delivery.
Moving forward all carriers will operate a contact free delivery service which means that you won’t be required to sign for any parcel that’s delivered.
You can see all carrier guidelines and measures upon visiting the nominated carrier website, emails will be provided upon dispatch to confirm delivery information.
We hope that you understand and appreciate the measures that have been implemented are to protect you and ensure we can continue operate as normal.
The safety and wellbeing of both colleagues and customers is our absolute priority. Eyeko has consistently taken early and swift actions to ensure this. This includes imposing a ban on both travel and external meetings across the entire 7,000 workforce since mid-Jan this year. Eyeko has also been at the forefront of implementing work for home policies, with 90% of our office based colleagues working from home ahead of recent Government requests for people to work from home where at all possible.
We also have strict safeguarding measures in place across each of manufacturing and distribution sites across the globe, which go far beyond any Government guidelines. This is to ensure our teams can work safely while maintain social distancing at all times. Other measures include providing our manufacturing and distribution colleagues with ready-to-cook ingredient meal packs at the end of each shift, sufficient to feed a family of four. These are provided free of charge and aimed at reducing the needs of our staff to visit supermarkets, increasing their own safety while reducing the strain on supermarkets to help the more vulnerable in our local regions.
We are introducing world-leading measures to monitor and safeguard the health of all colleagues working in our fulfilment centres. In addition to temperature checks and social distancing measures across all sites, we will be installing thermal imagery technology throughout our Warrington premises, with plans to deploy globally. This innovative equipment will allow us to offer early detection of elevated body temperatures which may indicate the presence of a fever,via non-invasive and non-intrusive technology. We don’t believe any other company has taken this measure.
Given the fast pace at which THG has grown and advanced over the years and the successes we’ve had to date, we identified that the current Group legal entity structure does not in some cases align with the business divisions and brands we offer today.We have therefore taken the opportunity to re-organise the Group’s legal structure so that our companies do align with our business divisions and brands and support THG’s long term growth strategy. In order to re-organise, we had to make sure that data (which included data relating to you as one of our customers) was legally transferred to the new entities. Although this does not impact you in any material way, we wanted to let you know about this change.
It has not been transferred outside the THG group. Your data was transferred within the THG group to a newly created legal entity as part of an internal re-organisation.
Before the re-org:
In most cases the controller in respect of your data will have been The Hut.com Limited. In some instances, the controller may have been a specific entity within THG.
After the re-org:
The new controllers are the newly incorporated legal entities:
This is due to an internal re-organisation and does not affect you in any material way. We are just being transparent about it. Some business units have now been incorporated into new legal entities within the THG group and the corresponding databases have been transferred to them.This means that legal responsibility for handling your data or for responding to your data protection requests now rests with the new entity named in the email. However, these new entities remain within the THG group and all provide the same consistent level of protection.
You will continue to be able to exercise your data protection rights, submit complaints or queries about how your data is processed or get in touch with our Data Protection Officer by contacting us via the message centre in your customer account or by using one of our various contact options, which can be found by vising our help centre.