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FAQS

If you have any questions we have a list of Frequently Asked Questions below that will tell you how to use our site, order from us, start an account and track the progress of your order.

If you cannot find the answer to your question, please go through your account to send a message to customerservice@shadesirch.com

SHADE SIRCH is a beauty discovery platform with minority U.K brands with vegan products. Every month, we deliver at least five hand-picked beauty products straight to your doorstep.

There are four subscription options:

  • A monthly subscription costs £31.99 per month + £3.25 postage and packaging. This continues on a monthly basis until you cancel.
  • A 3-month subscription is pre-paid £104.22 including delivery. This subscription automatically renews after 3 months unless you opt out of the plan.
    The box costs £31.99 per month and delivery is £2.75 per month.
  • A 6-month subscription is a pre-paid payment of £181.50 including delivery. This subscription automatically renews after 6 months unless you opt out of the plan. The box costs £30 per month and delivery at £2.75 a month. You also get one month free in your first year!
  • A 12-month subscription is a pre-paid payment of £300with free delivery! You also get 2 monthly boxes free in your first year! This subscription automatically renews after
    12 months unless you opt out of the plan.

All regular subscriptions are recurring, unless cancelled within the term deadline.
You can see these options and sign up at:
https://www.shadesirch.com/subscribe

Maybe you have forgotten your password?
Simply click “Forgotten password”, type your e-mail address and we’ll send you a new password. If you fail to receive an email within minutes containing the new password, you may have given an erroneous or mistyped e-mail address at the time you set up your SHADE SIRCH account. In such event, please send us an email through your account detailing your full name and billing/delivery postcode and our Customer Care Team will be on hand to help.

Address changes must be made by the last day of the prior month in order to take effect for the next month’s shipment (e.g. to change the shipping address for your February SHADE SIRCH BOX, you will have to update your address by the 31st of January).
Please follow the below steps to update your address information:

  • Log into your account
  • Select ‘view all’ in the subscription section of your account
  • Select the subscription that you would like to update within the ‘current subscriptions’ section
  • At the bottom of this page, you will find a ‘change address’ button
  • You will then be able to add/edit your address
  • When saved, your change of address will apply to all of your future SHADE SIRCH BOX orders

*If the address is not updated in time, the shipping label will be printed with the previous address. If an item is returned to sender due to an incorrect address,
we will only be able to

We need to receive cancellations by the 14th day of your desired finishing month. You can cancel 3, 6 and 12 month subscriptions at any time for the plan not to be renewed at the end of the term, however you cannot cancel a 3, 6 or 12 month subscription early and you must complete the term.

You can cancel out of a 1 month rolling plan at any time. For example, if you subscribe on the 1st of the month you would need to cancel before the 14th of the same month, otherwise you will be enrolled for one more box with us. Please note: if you’ve already been billed for the current month (usually on the 1st for the rolling one month subscription), your cancellation will be effective starting next month.

IMPORTANT: If you sign up or cancel after the 14th you will receive that months box which you are subscribing to along with the following months box.

We currently have a no returns policy.

At the end of your 3, 6 or 12 month subscription, your plan will automatically renew unless cancelled within the term deadline. You can opt out of this renewal service through your online account by cancelling by the 14th date of your final box month (e.g. To opt out of your 6-month subscription, which starts with February and ends with the July, you must cancel by the 14th of July).

Please note that we cannot cancel a subscription on your behalf, this must be done by yourself through your online account.

If you want to change to a different subscription plan, you must wait to opt out of your current plan. You can then go in and reactivate a new subscription any time after the first of the following month, in order to avoid duplicate boxes (e.g. You have a 6-month plan that starts in February and ends in July. You must opt cancel by the 14th of July. Then on August 1st, you can log in and reactivate, choosing whichever new plan you prefer).

WHEN CAN I EXPECT MY SHADE SIRCH BOX?
Once you have activated your subscription, we will ship your first box within 48-72 hours. After this, we typically ship our boxes around the 15th of the month but this can be subject to change. Kindly note that we are not liable for any unforeseen warehouse or postal delays.

For UK addresses, it can take 3-5 working days for delivery from when the package leaves our warehouse. As soon as your box is on its way, you will receive an email containing a tracking number that allows you to monitor its shipment – It can take 48 hours before you will see any tracking updates.

Please note that our estimated delivery dates are estimates only; we cannot guarantee that there will not be shipping delays at times.

Our boxes are dispatched on the 15th working day (or closest to) of each month.

Your box may be returned to sender if you have given us an incorrect address, or if your box has been waiting at the sorting office for more than 18 working days without being collected.

If this happens, it is important that you notify our Customer Care Team within 60 days of your initial box being sent out. If you do not contact us within this timeframe, we will be unable to resend your box or process a refund.

We’re really sorry to hear that your box has arrived damaged. Sometimes contents of the box may be disturbed in transit but we’re always on hand to help.

To ensure we can get this sorted for you as quickly as possible, please ensure that you provide images of any damage for Quality Assurance purposes. Once we receive the image, we will be able to address the warehouse with this error and offer replacement options.

IMPORTANT: If you experience any issues with missing or damaged items, you must contact SHADE SIRCH within 60 days from the date of receiving the merchandise.
Send us an email to info@shadesirch.com

We’re really sorry to hear that you’re missing an item from your box and can understand this is disappointing. To help us resolve this for you quickly, please inform our Customer Care Team which product you believe to be missing from your box by sending a message through Your Account.

We will then be able to investigate the matter further for you.

Should your box not be able to be delivered, the postman will take your box back to your local delivery office (DO) awaiting collection – The status of your tracking will be marked as ‘We have your item’.

You can track your SHADE SIRCH BOX using your tracking number. A link to this page will also be included in your dispatch email.

If the box is at the local delivery office, please take your Delivery Card, along with a valid form of ID to collect your box.

Failure to collect your box after 18 working days will result in your box being returned back to us. If this happens, please contact us within 30 days and we will be able to resend your box for you. If we do not hear from you during this time, we will be unable to resend your box.

Address changes must be made by the last day of the prior month in order to take effect for the next month’s shipment (e.g. to change the shipping address for your February SHADE SIRCH BOX, you will have to update your address by the 31st of January).
Please follow the below steps to update your address information:

  • Log into your account
  • Select ‘view all’ in the subscription section of your account
  • Select the subscription that you would like to update within the ‘current subscriptions’ section
  • At the bottom of this page, you will find a ‘change address’ button
  • You will then be able to add/edit your address
  • When saved, your change of address will apply to all of your future SHADE SIRCH BOX orders

*If the address is not updated in time, the shipping label will be printed with the previous address. If an item is returned to sender due to an incorrect address,
we will only be able to resend your address upon it’sreturn back at our warehouse.

We need to receive cancellations by the 14th day of your desired finishing month. You can cancel 3, 6 and 12 month subscriptions at any time for the plan not to be renewed at the end of the term, however you cannot cancel a 3, 6 or 12 month subscription early and you must complete the term.

You can cancel out of a 1 month rolling plan at any time. For example, if you subscribe on the 1st of the month you would need to cancel before the 14th of the same month, otherwise you will be enrolled for one more box with us. Please note: if you’ve already been billed for the current month (usually on the 1st for the rolling one month subscription), your cancellation will be effective starting next month.

IMPORTANT: If you sign up or cancel after the 14th you will receive that months box which you are subscribing to along with the following months box.

We currently have a no returns policy.

At the end of your 3, 6 or 12 month subscription, your plan will automatically renew unless cancelled within the term deadline. You can opt out of this renewal service through your online account by cancelling by the 14th date of your final box month (e.g. To opt out of your 6-month subscription, which starts with February and ends with the July, you must cancel by the 14th of July).

Please note that we cannot cancel a subscription on your behalf, this must be done by yourself through your online account.

If you want to change to a different subscription plan, you must wait to opt out of your current plan. You can then go in and reactivate a new subscription any time after the first of the following month, in order to avoid duplicate boxes (e.g. You have a 6-month plan that starts in February and ends in July. You must opt cancel by the 14th of July. Then on August 1st, you can log in and reactivate, choosing whichever new plan you prefer).

WHEN CAN I EXPECT MY SHADE SIRCH BOX?
Once you have activated your subscription, we will ship your first box within 48-72 hours. After this, we typically ship our boxes around the 15th of the month but this can be subject to change. Kindly note that we are not liable for any unforeseen warehouse or postal delays.

For UK addresses, it can take 3-5 working days for delivery from when the package leaves our warehouse. As soon as your box is on its way, you will receive an email containing a tracking number that allows you to monitor its shipment – It can take 48 hours before you will see any tracking updates.

Please note that our estimated delivery dates are estimates only; we cannot guarantee that there will not be shipping delays at times.

Our boxes are dispatched on the 15th working day (or closest to) of each month.

Your box may be returned to sender if you have given us an incorrect address, or if your box has been waiting at the sorting office for more than 18 working days without being collected.

If this happens, it is important that you notify our Customer Care Team within 60 days of your initial box being sent out. If you do not contact us within this timeframe, we will be unable to resend your box or process a refund.

We’re really sorry to hear that your box has arrived damaged. Sometimes contents of the box may be disturbed in transit but we’re always on hand to help.

To ensure we can get this sorted for you as quickly as possible, please ensure that you provide images of any damage for Quality Assurance purposes. Once we receive the image, we will be able to address the warehouse with this error and offer replacement options.

IMPORTANT: If you experience any issues with missing or damaged items, you must contact SHADE SIRCH within 60 days from the date of receiving the merchandise.
Send us an email to info@shadesirch.com

We’re really sorry to hear that you’re missing an item from your box and can understand this is disappointing. To help us resolve this for you quickly, please inform our Customer Care Team which product you believe to be missing from your box by sending a message through Your Account.

We will then be able to investigate the matter further for you.

Should your box not be able to be delivered, the postman will take your box back to your local delivery office (DO) awaiting collection – The status of your tracking will be marked as ‘We have your item’.

You can track your SHADE SIRCH BOX using your tracking number. A link to this page will also be included in your dispatch email.

If the box is at the local delivery office, please take your Delivery Card, along with a valid form of ID to collect your box.

Failure to collect your box after 18 working days will result in your box being returned back to us. If this happens, please contact us within 30 days and we will be able to resend your box for you. If we do not hear from you during this time, we will be unable to resend your box.

When the box leaves our warehouse, we send you a dispatch email with the delivery and tracking details so that you know when to expect it. If you have received this email, the box is now on its way to you and you should receive your box within 3-5 working days – Tracking information will usually be available within 48 hours and we encourage you to track your box. A link to this page will also be included in your dispatch email.

If you experience any issues with missing or damaged items, you must contact SHADE SIRCH via our message centre within my account (please note, you will need to login before you can send a message) within 60 days from the date of receiving the merchandise.
To ensure we can get this sorted for you as quickly as possible, please ensure that you provide images of any damage for Quality Assurance purposes. Once we receive the image, we will be able to address the warehouse with this error and offer replacement options.

We make every effort to create an exciting mix of products in every SHADE SIRCH BOX. In some rare instances, an individual product that has proven popular and well-loved in the past may make a re-appearance in your box. If you are unsatisfied with a duplicate product, please reach out to via our message centre within my account (please note, you will need to login before you can send a message) a member of our Customer Care Team will be able to help you.

Regrettably, we cannot guarantee that your SHADE SIRCH BOX is free of certain substances or compounds since we feature different products every month. If you suffer from a known allergy against certain substances or compounds, we urgently recommend you to thoroughly review the ingredients of a respective product before using it.