Orders

How do I place an order?

Browse our products, add items to your basket, and proceed to checkout. You can check out as a guest or create an account to track orders and earn Sanom Rewards points.

Can I change or cancel my order after placing it?

We process orders quickly, so we cannot guarantee that changes can be made once an order is confirmed. Please contact us as soon as possible. If the order has already been dispatched, you may return it under our 28-day returns policy.

I have not received an order confirmation email.

Please check your spam or junk folder. If you still cannot find your confirmation, contact us with the email address used to place the order.

Can I track my order?

Yes. Once your order has been dispatched you will receive an email with a tracking link. Use this to follow the progress of your delivery.

Delivery

How much does delivery cost?

Standard UK delivery is free on all orders over £25. A delivery charge applies to orders under £25 and is shown at checkout.

How long will my order take to arrive?

Most UK orders arrive within 3–5 working days of dispatch. You will receive a tracking email once your order has been dispatched.

Do you deliver internationally?

We currently deliver within the United Kingdom only.

My order has not arrived.

Please check your tracking link first. If you need further help, contact us with your order number and we will investigate.

For full delivery information, see our Delivery page.

Returns

What is your returns policy?

You can return most unopened, unused items within 28 days of delivery for a full refund. See our Returns & Refunds page for full details.

How do I start a return?

Contact us with your order number and the item(s) you wish to return. We will send you a prepaid returns label by email.

Is return postage free?

Yes. We offer prepaid, postage-paid returns. You will not be charged for return shipping on eligible items.

How long does a refund take?

Once we receive and inspect your return, we aim to process your refund within 5–10 working days. You will receive a confirmation email when the refund has been issued.

Can I return an opened product?

For hygiene reasons, we cannot accept returns of opened or used products unless the item is faulty or was incorrectly supplied.

Products

Are your products genuine?

Yes. All products sold by Sanom Beauty are 100% genuine. We source from trusted suppliers and brand partners. See our Authenticity Promise for more information.

Are your products suitable for all skin types?

We stock products for a wide range of skin and hair types. Each product page includes information on suitability. If you are unsure, contact us and we will be happy to advise.

Do you sell vegan and cruelty-free products?

Many of our products are vegan and/or cruelty-free. Look for the relevant badges on product pages, or use the filters on collection pages to narrow your search.

Can I get advice on which products to choose?

Yes. Contact us with details of your skin or hair type and concerns, and we will recommend suitable products. You can also browse our beauty guides.

Authenticity

Where do you source your products?

We source from trusted suppliers and brand partners. All products are new, unopened, and have not been tampered with. See our Authenticity Promise.

What if I have concerns about a product’s authenticity?

Please contact us immediately with your order details and photographs. We take all authenticity concerns seriously and will investigate urgently.

Payments

What payment methods do you accept?

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, and Klarna. All transactions are processed securely.

Is it safe to pay on your website?

Yes. Our checkout uses SSL encryption and is processed through Shopify Payments. We do not store your full payment card details.

Can I pay in instalments?

Yes. We offer Klarna, which allows you to spread the cost of your order. Klarna’s own terms and conditions apply.

My payment was declined.

Please check your card details and billing address are entered correctly. If the problem continues, try a different payment method or contact us for help.

Rewards

What is Sanom Rewards?

Sanom Rewards is our loyalty programme. Earn points when you shop, leave approved reviews, and refer friends. Points can be redeemed for discounts on future orders.

How do I join?

Create a Sanom Beauty account to automatically enrol. Existing account holders are already enrolled.

How do I redeem my points?

Log in to your account to view your points balance and redemption options at checkout.

Discounts

Do you offer a discount for first-time customers?

Yes. Sign up to our newsletter to receive 10% off your first order.

How do I apply a discount code?

Enter your discount code at checkout before completing your order. Only one discount code can be applied per order.

My discount code is not working.

Check that the code is entered correctly (codes are case-sensitive) and has not expired or been used before. If the problem persists, contact us.

Accounts

Do I need an account to order?

No. You can check out as a guest. However, creating an account lets you track orders, save your details, and earn Sanom Rewards points.

How do I reset my password?

Click “Forgot your password?” on the login page and enter your email address. We will send you a reset link.

How do I delete my account?

Please contact us and we will process your deletion request in accordance with our Privacy Policy.