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    My Account

    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.

    For further information, please visit our Privacy Policy page.

    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. 

    Ordering

    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.

    -Visa

    -Visa Debit

    -MasterCard

    -Maestro

    -Visa Electron

    -American Express

    -PayPal


    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. 

    Alabama

    California

    Colorado

    Connecticut

    Hawaii

    Illinois

    Indiana

    Kentucky

    Maine

    Maryland

    Massachusetts

    Michigan

    Minnesota

    Mississippi

    Missouri

    New Jersey

    Nevada

    North Carolina

    North Dakota

    Ohio

    South Carolina

    South Dakota

    Utah

    Vermont

    Washington

    Wisconsin

    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: 

    Alabama

    California

    Colorado

    Connecticut

    Hawaii

    Illinois

    Indiana

    Kentucky

    Maine

    Maryland

    Massachusetts

    Michigan

    Minnesota

    Mississippi

    Missouri

    New Jersey

    Nevada

    North Carolina

    North Dakota

    Ohio

    South Carolina

    South Dakota

    Utah

    Vermont

    Washington

    Wisconsin

    Delivery

    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

    Please refer to our returns policy page for more information.

    If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them through your account.

    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.

    Website

    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.

    Please refer to our Privacy Policy page.

    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 hello@eyeko.com for more information.

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    Log-in or create an account and click 'View Details' in the 'Your Referrals' section to find out how you can get involved.

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