CUSTOMER SERVICE HELP CENTER

Always ready to help you. Choose a topic

Shipping


Please note that Realness of Beauty is currently only shipping to European countries listed below and does not offer international shipping. 

We aim to expand, as we want to offer our service worldwide. Stay tuned as this will change soon.


Additionally, Realness of Beauty is currently unable to ship to the follwing destinations:


- CHANNEL ISLANDS

- CANARY ISLANDS 

- CEUTA 

- MELILLA

- AZORES 

- MADEIRA

- JERSEY

- GUEMSEY

- CORSICA

- GIBRALTAR 

- ANDORRA

- ITALY : LIVIGNO, CAMPIONE D`ITALIA, LA MADDALENA, ISOLE TREMITI, ISOLA D´ELBA, ASINARA, USTICA, ISOLE MINORI 

- SWITZERLAND

- NORWAY


CUSTOMS/VAT

Orders are despatched within the EU so you will not be charged any additional taxes or duties if you live in a member state of the EU. For countries outside of EU you may be asked to pay customs import Tax or VAT charges if your order passes through your local customs office.

Realness of Beauty will not refund these charges.

Unfortunately, we have no control over these charges or the costs applicable as these vary from country to country. We recommend you contact your local customs office to find out more about any possible charges you may be required to pay. 


EUROPE 


Realness of Beauty ships to all European countries listed below. 


We offer following shipping methods: 


1. Standard - Tracked: 3-10 business days 

2. Express: 1-3 business days, depending on the country. 


The actual shipping cost will vary by country. Please look at the table below to see shipping rates for each country and minimum order amount to qualify for free standard shipping. 


Orders must be placed by 16:00 (4:00PM) UTC - Time Zone Europe/Rome- to start processing on the same day. If an order is placed after the deadline, it will be processed the next business day. 

All orders ship Monday - Friday, excluding public holidays within the European Union and Italy. 


Certain items considered hazardous materials including aerosols and alcohol-based products (e.g., pressurized spray cans, hairspray, nail polish remover, etc.) are restricted to ground-only transport, due to air transportation restrictions and regulations. These items will not be eligible for international shipment. 


Delivery timescales are estimated and could be affected if your parcel is very heavy or delayed by Customs entry procedures. 


For more information or questions, please email us at contact@realnessofbeauty.com 



All prices are including VAT so you will not be charged any extra taxes if you live in the EU

Realness of Beauty aims to quickly expand and offer this exclusive service everywhere in the world.

Unfortunately, just at the moment, we are unable to process any order shipping outside of Europe.

We are working hard to offer international shipping very soon! Stay tuned!

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "Checkout". Follow the instructions by providing us with delivery information and select a desired payment method - we will take care of the rest and send you a confirmation of the order placement using the email address you have provided at checkout. 

You will be notified once your parcel is out for shipment and you will be provided with a tracking code to follow any updates on the shipment. An overview of your order will be also available on your account under "Orders" if you have signed up for one.

We are always happy to guide you at any step if you need help with your purchase! Contact us

 We know you can´t wait for your order to arrive! For this reason your shipment is fully trackable so you will always get notified of any updates. We will email you with the tracking number and with the information about the shipping carrier once you order has been shipped

We really care and want you to be 100% satisfied with our services. 


We offer a 14-days Return Policy: 


PRODUCT DAMAGED-MISSING-LOST

If a product gets damaged or was faulty upon a delivery - we offer 100% refund. 

Please contact us as soon as you receive the order using this contact form or email us at contact@realnessofbeauty.com with subject “Damage” and include your order number, contact details and pictures of the damage. 

We will also offer 100% refund if your parcel got lost or any item is missing. Please follow the same instructions as stated above and contact us as soon as possible. We will fix everything for you. 


RETURNS

If you have changed your mind and want to return an item there is absolutely no problem! 

Please fill this contact form or email contact@realnessofbeauty.com with the subject 'Returns' and include your order number, name and the reason for the return. 

Please note that, for reasons of hygiene, to be eligible for a return all items must be unopened, unused, undamaged and accompanied by proof of purchase. All items which are not in a resealable condition will not qualify for refund.

Timing: we have a 14-days Return Policy, since the day the item was received. 

We will provide you with a form you will have to fill out, print and include in your parcel, as well as with instructions on where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations. 

Please note that at the moment we do not offer any free returns and you are responsible for shipping costs of returned items. We will not accept any cash on delivery packages.

If your order qualified for a free gift, it must also be returned before your refund or replacement can be processed.

We will refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). If we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

When returned item is received and inspected, you will receive a confirmation email, notifying about the status of the refund. If the refund is approved, then it will be processed and a credit will automatically be applied to the original payment method shortly after. 

Please note that for security reason, we cannot process refund on other payment methods other than the original one. A refund can take up to 14 days to show on your statement from the date of issue. Your bank or credit card company may require additional time to process your refund and for it to reach your account.


EXCHANGE

If you need to exchange a product for another variant of the same item or a different one, please place a new order and return the items you wish to give back as stated above. We will be happy to offer you a refund once we receive the items, given they are unopened, sealed, in their original conditions and undamaged.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over 50€, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


For further information on our Return & Refund Policy, please click here.

We will make sure to send you the receipt of your purchase by email with the order confirmation. If you did not receive any order confirmation make sure to check your Spam folder to see if the email accidentally got in there. Otherwise email us at contact@realnessofbeauty.com and we will be happy to send it again. If you have created a personal account, you will also find a copy of your receipt in the “ My Orders” section, once you have logged in.

If your order hasn´t been shipped yet, you can cancel it by sending us a quick email to contact@realnessofbeauty.com with Subject "Cancel Order" or "Change Order", your Order Number and contact details. You can also reply to the Order Confirmation you will get after placing an order.


We will change the order according to your preferences and you will be asked to pay any difference shall your order contain different items, or you will get a full refund if you wish to cancel it.


Please not that once your order has been shipped, it is not possible to cancel/change the order and you will be charged the final cost of the order. Unfortunately, no refund is possible.

Unfortunately, once the order has been shipped, your shipping address can´t be changed.

In case of urgency, please send us an email to contact@realnessofbeauty.com

You can select your preferred payment method at checkout.


  • We accept secure payments for both local & international customers via Credit Cards, GPay, ApplePay and PayPal. 
  • Credit cards accepted: Visa, Mastercard, American Express.

 For your security, you wil be asked to enter your 3-4 digits card identification number (CID/CVN/CVV/CVC) on certain order for VISA/MASTERCARD/AMERICAN EXPRESS. Note that additional exchange fee may apply if your currency is other than EU EURO.


GIFT CARDS

Gift Cards are a form of payment and can be therefore used to purchase products on the website.

To redeem a gift card, simply add your products to the cart and go to checkout. After confirming, insert the code of your Gift Card and the value of the card will be automatically deducted from the final amount which has to be paid. Gift Card can be used to pay the total cost of the order, including shipping costs and taxes.

If the value of your Gift Card is lower than the total cost of the order, you will be asked to pay the difference with an alternative payment method, such as Credit Card, Paypal, ApplePay or GPay. 

You can also use the Gift Card as a payment method for multiple orders, provided there is still a balance remaining on the card.

Please note that if your Gift Card gets lost, missing or stolen, we won´t be able to replace it or refund it in any amount.


PAYPAL

Paypal is a third party payment provider we offer as a payment method. When you choose Paypal at checkout, you will be automatically redirected to your Paypal account. Log in and accept the payment. Once confirmed you will be automatically sent back to our Website with a confirmation of your order.


Realness of Beauty monitors all transactions and reserves the right to suspend and refuse a transaction and/or an order suspected to be fraudulent or illegal.

We love to help you choose the right product for you and we are always there to assist you!

If you wish to get a beauty advice, you can chat with us or simply send us an email at contact@realnessofbeauty.com and we will get in touch to answer all questions and show you which products suit you best. We can´t wait to hear from you!


Please note that our team is based in Europe, so our reply times are set to CET/ GMT Rome Time Zone. We are available from Monday to Saturday from 8am to 8pm.


We always state if a product is paraben free and/or gluten free when indicated as such by the manufacturer. You can find all relevant information in the ingredient list of each product. If you wish to have a full list of products to shop from, simply insert "gluten-free" and/ or "paraben-free" in the Search Bar of the Site and all matching products will come out for you

We do! You can buy one by clicking here or simply to the main menu of the website and click on "Gift Cards", then choose the option you prefer- 20EUR, 50EUR or 100EUR- and add it to your cart.  

You can´t go wrong with a gift card for your loved ones or anyone you would like to surprise. It is simply the best gift suitable for all special occasions.

Yes! We do our best to make sure we always include samples for you to try in your order. We try to pick the best-fit samples based on the preferences of your order. However, samples are subject to availability and change regularly.

We would love to hear about what you think of the products you have tried!

Sharing is caring and your information may be very useful to other customers thinking of buying the same product.You can leave a review in the "Customer Review" section that you will find on each product page. To leave a review you do not have to create a personal account, although we recommend you to! Please be aware that reviews are moderated prior to being made live. We will edit any misuse of language and may modify spelling/grammar where appropriate. Please also note that by leaving a product review you are giving consent for your views to be used by Realness of Beauty for marketing purposes. View our Privacy Policy here.

You can consult other customer reviews on the page of each product, under the section Customer Reviews.

Open the tab to see all reviews, If there are no reviews yet, the tab will only show No Reviews Yet.

If you wish to search for a specific product or category, you can do so by going to the header of the website and clicking on the Search Bar Icon. Insert the name of the product, a category or a specific preference (for example, gluten-free/paraben-free) and you will see all matching results to your search.

Click on "View All", on the right side of the page, to see the full list of results.

A Wishlist is a list of all your favourite products, either products you have already bought and love, or products you wish to try out. You can add as many products as you like to your Wishlist and have them all listed together for future orders or as an inspiration for someone who would like to surprise you with a gift!

You can create a Wishlist by signing up to a personal account.

You can always find the directions of use and special recommendations on each Product´s Page, on the Section "HOW TO USE". This information should be present on the product package as well.

If you wish to know how to use a product, you can also contact us at contact@realnessofbeauty.com

Creating an account will make the overall experience on our Website more enjoyable as you will have the possibility to add the products you love to your Wishlist, have your shipping details on hand for future orders and faster checkout, view your order history and much more! We really advice you to create one.


To sign up for a new account, simply go to the header of the menu and click on Sign Up. You will be asked to fill out a short form with your name, surname, birthday, email address and a password of your choice. Please keep this one confidential and do not share it with anyone else.

We ask for birthdays to surprise you on your big day with a personalized gift, but if you do not wish to share this information simply leave the tab blank.

For security reasons, always log out when you leave our site.


We are always there to assist you if you have troubles signing up for an account. Please email us at contact@realnessofbeauty.com and we will sort any issue out for you.


Please view our Privacy Policy and our Cookie Policy for more information about how we store your sensitive data.

You can easily change your shipping address by logging in to your personal account. By clicking on Delivery Address you will be able to add a new one and set it as default for future orders and faster checkouts.

Please note that this procedure does not apply when you have already placed an order and you wish to change the shipping address. If you wish to do so, please email us at contact@realnessofbeauty.com and, if your order has not been shipped yet, we will change the order shipping address for you. If the order has been shipped, unfortunately, it won´t be possible to change the address.

You can change the information you have provided at sign up by logging in to your account and clicking on Profile, then on Edit. Once you have added the information, click on Save.

If you wish to delete your account, please email us at contact@realnessofbeauty.com.

We will do it for you and send you a confirmation once we have deleted your account. All information you had provided will be safely deleted from our systems.

If you wish to change your password, log in to your account and click on Change Password.

You will be asked to insert the old password and set a new one. When you are ready to proceed, click on Update Password. Done!

Let´s be honest: we all forget passwords! Everyday we are asked to set millions of passwords and it is easy to lose them. If it happened, no problem! You can set a new password at Log In clicking on Forgot your Password?. You will receive an email shortly after, where you will be able to reset your password.


If you have troubles with that, we are always there to help! Send us an email at contact@realnessofbeauty.com and we will get in touch as soon as possible to solve your problem out.

Good choice! Stay up to date with the latest trends and news from the vegan and cruelty-free beauty world! We will inform you on new arrivals, offers, discounts, special campaigns and much more!


If you wish to join the community, simply go to the footer of the website and look for the Subscribe section. Enter your email address and click on OK. You will receive an email and be asked to confirm your subscription. Once you have accepted, you will receive your welcome email confirming you have signed up correctly. Hurrah!!

Althogh we would be really sad to see you leave, we will understand if you do not wish to be contacted from us anymore. If you wish to unsubscribe from our mailing list, simply go to the footer of one of our email and click on Unsubscribe from this List. You will be asked to insert your email address as confirmation of your unsubscription.


You can also just send us an email at contact@realnessofbeauty.com and we will unsubscribe you from our list. All your personal data will be removed from our system permanently.



The best way to stay updated on any current promotion or discount is to sign up to our newsletter. We will regularly email you with the latest news, arrivals and offers.


Since we love you and are super happy that you have decided to stop by, we are currently offering 10% OFF your first order when you sign up to our newsletter! You can always unsubscribe from the service shouldn´t you like to receive regular updates from us.


To get your discount code, go to the footer of the website before going to checkout and enter your email address. Click on OK to confirm. You will receive an email asking you to confirm your email address. Once you have done so, you will receive a welcome email which contains your discount code. Please insert this code at checkout and it will be applied to your final order.


NAKIN: GET ONE FREE REVITALISING OIL

You will get a free full size Revitalising Face Oil when you spend 50 EUR or more on NAKIN products.

This offer is limited to availability and for a limited time. You will be informed by email if you do not qualify for the free gift, provided there is no more stock available.

We know it may seem like a dream at first: an entire website with only vegan, cruelty-free certified beauty? Yes Darling, you have finally reached the destination! (And with a wide range of options, we must add!) 

All products offered on this website are 100% vegan! We thoroughly select them to make sure that they do not contain any animal-derived ingredients and that they are also cruelty-free certified.

Realness of Beauty was created by a vegan team and aims to make life easier for all people out there who want to shop consciously- without having to go crazy trying to understand what they can and cannot buy.




Although we know that a lot of brands out there do not aim to hurt anyone and try to minimize cruelty on animals whenever possible, claiming to be cruelty-free without a proper certification is not enough. 

Most of the time a brand does not really know whether animal testing is occurring at some stages of the manufacturing. Many third parties may be involved in the process, especially if the brand does not produce itself.

In most cases the supply chain is very long and often involves suppliers of suppliers, where information simply gets lost. This is why it is very difficult for a brand to say with certainty whether or not they are cruelty-free if there is no third party organization investigating and strictly evaluating the whole process. 

Since we are very sensitive about the topic, we only select brands with a reliable certification. This is essential: not every certification out there is trustworthy or has the same evaluation standards.

We only pick products certified by the Leaping Bunny, Naturewatch, ICEA or similar, which have a very strict policy brands must comply with and require a fixed cut-off date.

Please, find more information about the topic here.