Frequently Asked Questions

WHERE IS MISS ACTUALLY BASED?

Miss Actually is based in the United Kingdom. To view our U.K. website, please click here or visit missactually.co.uk.

ARE YOUR PRODUCTS CRUELTY FREE?

Yes, all of the products found on our website are cruelty free. Miss Actually does not work with any manufacturers that test on animals.

HOW DO I CANCEL MY ORDER?

As we process all orders immediately through to our warehouse, we do not accept any cancellations or changes to orders placed. You are more than welcome to email us and request a cancellation/change to your order, and if possible, we will try to assist you. We advise all customers to thoroughly review their shipping and billing information prior to checking out to ensure there are no errors or incorrect information. Miss Actually will not be held liable and will not process refunds for orders with information entered incorrectly.

HOW DO I KNOW THAT MY ORDER WAS PLACED SUCCESSFULLY?

If your order was placed successfully, you will receive an order confirmation sent via email to the email address entered at checkout containing your order number and details of your purchase. Should you encounter any difficulties during or after the checkout process, please feel free to email us at hello@missactually.com and we will do our best to assist you.

WHAT ARE YOUR SHIPPING TIMES AND RATES?

We offer free worldwide shipping on orders totalling $35 USD. For orders totalling less than $35 USD, there is a delivery charge of $4.95 for First Class Insured Shipping. Our First Class shipping option is insured for both domestic and international orders, with an expected delivery time of 5-20 days from the date the order was shipped. Delivery times vary depending on your destination.
Our hard-working team aim to ship your order within 24 hours (Mon-Fri, excl. holidays).

Shipping times:

UK & Europe: 5-8 days*

USA: 7-21 days*

*Delivery times shall be considered as indicative time frames as they may be subject to delays with the delivery company/shipping partner, especially during holiday seasons.

WHERE CAN I TRACK MY ORDER?

A tracking number for your order will be generated and emailed to you once your package has been dispatched. Please allow some time for the number to be updated as this can take 1 - 2 working days.

Once you have received your tracking number, you can track your order either through the link in your shipping confirmation email or by clicking on the hyperlinks shown below depending on your location. Please also be advised delivery typically takes around a week or two. If it has been more than 20 days and you have not received your order, please email us at hello@missactually.com.

• For orders to the United Kingdom, please click here to track your order on the Royal Mail's website.

• For orders to the United States, please click here to track your order on USPS's website.

• For orders to all other countries, please click here to track your order.

WILL I BE CHARGED TAXES UPON RECEIVING MY ORDER?

International customers (orders placed outside the United States) are responsible to pay any applicable inbound duties, taxes, and any other fees which your local customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by Miss Actually, and thus cannot be refunded.
Our international orders are shipped DDU (duties and taxes unpaid), therefore your order may be subject to import duties and/or taxes which are applied when it reaches the destination country. The recipient is responsible for payment of any such import duties, taxes or customs fees. Please note that we have no control over these charges and we cannot predict their amount. For more information, please contact your local customs office or tax agent before placing your order.

WHAT IS YOUR RETURN & EXCHANGE POLICY?

Please refer to our Returns Policy. You may also contact us via email at hello@missactually.com for more information.

HOW DO I QUALIFY FOR MONEY-BACK GUARANTEE (EYELASH SERUM ONLY)?

We are confident in our products and therefore offer a 100% money-back guarantee. If you have not achieved any results after 8 weeks of use you can qualify for our money-back guarantee. It's important that you have used the product consistently and as instructed for a minimum period of 8 weeks.

To qualify for our money back guarantee, simply follow the instructions below:

1. Take a clear photo of your lashes before using our serum.

2. Take a photo of your lashes after 8 weeks of using, along with a photo of the used product.

3. Email our customer experience team (hello@missactually.com) with the above.

4. Your application will be processed within 3-5 days of submission.

Please make sure that your photos have valid date and time stamps.

Applications that do not meet this criteria will not be approved for refund. We reserve our right to reject a refund request in the event that we are not satisfied (acting reasonably) with the supporting evidence you provide to us.

We do not offer money-back guarantee on any allergic reactions. As with any other cosmetic product some users can be sensitive or allergic to one or more ingredients. If you have sensitive skin please advise with your dermatologist first before making any purchase.

Please note that our Money Back Guarantee only applies for the first purchase and excludes all other future orders.

MY QUESTION HAS STILL NOT BEEN ANSWERED, WHAT SHOULD I DO?

If you still feel that your question has not been answered, please email us at hello@missactually.com and we will aim to respond to your inquiry within 24 hours.