FREE Standard delivery on orders over £15

FAQ's

Online Ordering 

Account Enquiries 

Cheeky

 

Online Ordering

Which payment methods do you accept?

We currently accept payment via

Visa, MasterCard, Solo, Maestro, Visa Debit, Visa Electron, American Express, Paypal

Are my card details secure?

At Cheeky we understand that your online security is of paramount concern. We are committed to providing a secure online shopping environment that goes above and beyond industry security standards and guidelines through our payments service provider Braintree. Security measures include;

  • Validated PCI DSS Compliance
  • Prohibited Data Storage
  • Data Encryption
  • Authentication and session management
  • Secure Access Technologies

Our checkout provider represents industry best practice in online payments. Rest assured that when shopping with Cheeky, we leave nothing to chance and have your security concerns in mind.

When will I be charged?

We charge your card when your order is dispatched from the warehouse. If payment is via Paypal, payment is taken immediately.

Do you deliver to my country?

We are pleased to say that we deliver globally. Unfortunately, certain location and product restrictions do apply. Products containing alcohol, cannot be shipped internationally.

How much is delivery and how long will it take?

UK Mainland Standard Delivery // All UK mainland orders are shipped on a Next Day Service as standard, Monday to Friday. // £4.95 or FREE on orders over £15 

Ireland, Highlands and Islands Standard Delivery // Please expect delivery within 2-5 working days of placing your order, Monday to Friday. Your order will be sent via UPS and will require a signature on delivery. // FREE on orders over £100 // £14.95 on orders under £100 

BFPO // We are able to deliver to BFPO addresses. Please place your order on a UK Mainland Next Day service

For international orders, please allow between 3-5 working days for dispatch. Delivery times will vary according to region. Please note, international deliveries may be subject to additional handling charges. Taxes and customs charges are the sole responsibility of the customer. These charges also vary and are calculated and charged when your package reaches its destination country. Please contact your local customs office for details on how these charges are assessed and applied to your delivery. Please note that due to delivery restrictions, we are unable to ship Nail Paints, Room Fragrance Spray and Room Diffusers outside the UK.

Western Europe - £14.99 // Regions including Austria, Belgium, Denmark, Finland, France, Germany, Iceland, Luxembourg, Netherlands, Sweden, Switzerland

Eastern Europe - £19.99 // Regions including Armenia, Azerbaijan, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Poland, Russia

Southern Europe - £19.99 // Regions including Italy, Spain, Croatia, Greece, Serbia, Bulgaria, Turkey, Cyprus, Kosovo, Macedonia, Montenegro, Slovenia, Malta

Australia - £35

United States Territories, Canada and the Caribbean - £40

Asia - £42 // Regions including China, Japan, Hong Kong, Singapore, South Korea, Taiwan, Thailand, 

New Zealand - £43

Middle East- £25.99 // Regions including Qatar, United Arab Emirates, Saudi Arabia, Iraq, Jordan, Egypt, Israel, Lebanon, Palestine, Syria, Oman, Yemen

South America- £48

My payment has been declined. Why is that?

If you receive notification that your credit or debit card has been declined, please check that you have entered the correct card details and that your card has not expired. Please also check that you have entered the correct billing address exactly as it appears on your statement. Alternatively, please use a different card. If that fails, please contact the bank that issued the card for further information. Please note that for your own personal privacy, only your bank can tell you why your card has been declined. 

Can I amend or cancel my order?

We start processing your order right after you receive your Order Confirmation and cannot take further payment for additions, or refunds for detractions. Therefore, we are unable to make any amendments to your order. There is a very limited window where we may be able to cancel your order. If you would like to cancel your order, please call 0207 534 0871 and have your order number and relevant details handy. Please note that your statutory right to cancel under the Distance Selling Regulations is not affected.

I forgot to enter my promotional code. Can I be refunded?

From time to time, we may make available a promotional code to use on your order. The promotional code should be entered into the relevant field in the shopping basket prior to placing your order. Unfortunately, we cannot retrospectively add the promotional code to your order or refund the equivalent amount so please do check your order before placing it. In some cases, you may be able to use your code on your next order, so hold onto it. You can only use one promotional code per transaction.

How can I track my parcel?

When your order leaves the warehouse you will be sent a Dispatch email. Within this will be you your tracking number, which you can enter into the UPS Site (https://www.ups.com/WebTracking/track).

Do I have to be in to sign for my delivery?

The courier must be able to deliver to a secure address and obtain a signature. It can be yours, or someone else who is available at your delivery address.

I have missed my delivery. What happens next?

Deliveries are attempted between Monday and Friday 9-5.30, and will be carded three times before the parcel is returned to the depot. Should you be unable to collect or arrange re-delivery, your order will be returned to us and will be processed as a refund. Please note that we are unable to re-send packages that are returned to us as undeliverable. Our shipping courier will return your parcel back to us if the address is incorrect or outdated or there have been a number of failed delivery attempts. Therefore, please ensure that the address details you enter are accurate and someone will be in to sign for your parcel.

I am receiving a delivery internationally. Who is responsible for any additional charges?

Taxes and customs charges are the sole responsibility of the customer. These charges also vary and are calculated and charged when your package reaches its destination country. Please contact your local customs office for details on how these charges are assessed and applied to your delivery.

My package has not arrived. Where is it?

If you live in communal flats, the courier may attempt to leave your parcel with a neighbour if you are out. Therefore, please double check with your neighbour(s) as they may have signed for your parcel on your behalf. If you have any queries regarding the whereabouts of your order, please contact customer services on 0207 534 0871 and we will look into this for you.

 

Returns

What is your returns policy?

We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund within 14 working days of delivery. The cost of the return is payable by the customer. Please ensure that the package is wrapped securely and for your protection we recommend that you use a recorded delivery service and retain your proof of postage as we cannot accept liability for goods lost in transit.

If you are returning your items owing to defects, incomplete or incorrect delivery, please contact our Customer Care on info@urcheeky.com or 020 3350 3470. We will email a Freepost label across to you so that you can send your package back to us, free of charge.

Please note that if you have purchased your products via one of our stockists you will need to arrange your return or exchange with them directly. We cannot accept returned items which were not purchased from our online store.

How do I make a return?

Inside your package, please

  • Print your name
  • Print your order number
  • Highlight the item(s) being returned
  • Include the reason for return

Address your package to:

Cheeky Customer Returns
Cowshed Products Ltd
Speedpac,
Park Farm Industrial Estate,
Sinclair Dr,
Wellingborough
NN8 6UY

 

Ensure that the package is wrapped securely and for your protection we recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit. If you return items for reasons other than defects, incomplete orders or incorrect delivery, you will be required to pay for the return of the item to us.

How will I know if you have received my return?

Please allow up to 5 working days for your returned package to reach our warehouse. For your peace of mind, we recommend using recorded delivery to make your return, as its whereabouts can be tracked. 

How long will it take for my funds to be returned?

We aim to process your return within 7 working days of receipt into our warehouse. The refund will be made to the same card or Paypal account used to make the purchase. Please note, it may take 5-10 working days for the funds to appear in your account- this will vary from bank to bank.
Your statutory rights remain unaffected. 

My items were faulty or incorrect. What happens next?

We’re sincerely sorry you’ve experienced an issue with your online order. If you need to return your items owing to defects, incomplete or incorrect delivery, please contact our Customer Care on info@urcheeky.com or 020 3350 3470 so we can turn your experience around. We will email a Freepost label across to you so that you can send your package back to us, free of charge. 

What are my statutory rights to cancel?

Under the Distance Selling Regulations you have 7 working days (beginning the day after receipt of your order) to cancel your order.

 

Cheeky

Who should I contact regarding Press Enquiries?

Feel free to email us on press@cowshedonline.com

Who should I contact for general product or company information?

Feel free to email us on info@urcheeky.com

Who should I contact regarding becoming a stockist?

Please email us on info@urcheeky.com. We will forward your query on to our head of Wholesale.

I would love to work for Cheeky. How can I see current vacancies?

We are a fun, dynamic brand who is passionate about natural spa-inspired skincare. Our head office is based in the hub of the bustling Soho in central London and is home to product development, ecommerce, supply chain management, sales and marketing. We are made up of creative, committed and enthusiastic people who pride themselves on providing a high quality experience for their customers and suppliers. 

You can view all new Cheeky positions by visiting the Soho House careers site at http://careers.sohohouse.com/. Alternatively you can always contact careers@sohohouse.com if you would like to express interest or in order to apply for a specific position you might have seen advertised.

Questions and issues with Cheeky Beauty Parlours

For any FAQs relating to our Cheeky Parlours please see our Parlour FAQs

Account Enquiries

What will I receive if I subscribe to the Cheeky newsletter?

You will receive all of the latest updates on new product launches, seasonal offers and promotions here at Cheeky. Although we promise not to pester.  

Do I need an account with Cheeky to place an order?

Whilst it isn’t necessary to have an account in order to place an order, our members benefit from a great deal of account options including order tracking, past order history, marketing options and the ability to store multiple delivery addresses for faster check out. Please note that when ordering you will be prompted as to whether you would like to start an account with Cheeky online.

Can I store multiple addresses?

Storing multiple addresses is just one of the benefits of having an account with Cheeky for a fast and efficient check out. You’ll also be able to quickly update and change your billing and delivery details through the account section.

How do I reset my password?

From the account settings page you will always be able to change your password should you require and in the instance that you might have forgotten your password you can always click the ‘Forgotten My Password’ button when at the login page in order to have a password reset emailed to your selected email address.

How do I enhance my security when I shop online?

At Cheeky we endeavour to ensure your personal information is secure when visiting our online store, however there are additional security measures we advise our customers to adopt in order to enhance online security.

These include;

  • Ensuring your internet browser is up-to-date with the latest version.
  • Choosing unique passwords, keeping them private, and changing them frequently.
  • Investing in a reputable anti-virus software program and ensuring all updates are installed.

If you are ever concerned that you have been the victim of fraudulent activity, contact your bank immediately to ensure your credit cards are cancelled.

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