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FAQ

EU shipping

EU Shipping

We’re pleased to announce that EU shipping has now resumed.
Due to the new customs processes that came into place as part of the Brexit agreement, all shipments to the EU were temporarily suspended from 11th January 2021 – 2nd February 2021.

The EU countries are: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Covid-19 update

CORONA

As the COVID-19 situation continues to develop, we wanted to update you on the enhanced measures we are taking at Trinny London to ensure the safety of our customers, employees and warehouse. Hygiene is a top priority and we would like to share the additional measures we are taking due to the current situation.

Warehouse and Packing Orders
Our warehouse is open and strictly adhering to the guidelines of the UK Government and World Health Organisation. Enhanced cleaning measures are in place to ensure safety while orders are being packed in the warehouse, as well as the provision of gloves and masks to all staff. Everyone in the warehouse is strictly following the WHO guidelines regarding self-isolation at any signs of illness. We are working closely with our warehouse and supply chain to ensure employee welfare continues to be prioritised.

Deliveries
Royal Mail and our other regular global couriers have stopped asking for signatures when delivering parcels to customers. In cases where a parcel does not fit through a letterbox, the courier will leave the item at the door, and will step aside after knocking to ensure there is a safe distance while you retrieve your parcel. Items, however, will not be left outside if no one is home.

Our warehouse and courier partners are informing us that typical delivery times are being extended due to the impact of COVID-19 and increased social distancing with a lower staff ratio. Please be patient if your order takes a little longer than usual to arrive.

Refunds
We have extended our refund policy to three months to ensure that customers who are unable to make it to a post office can still return unused products if the colours aren't right. None of these returned products will be resold.

We will share further updates as the situation progresses. Your safety is our priority and we thank you as always for your continued support.

Step-by-step guide to using Zoom

Online Appointments


If you’re on a desktop or laptop this would be called Zoom.US:

You do not need to make an account with Zoom. Simply click on the link sent via email or enter the meeting ID and password that would have been sent to you, following the steps below:

  1. Just before entering the meeting you will be prompted to enter a display name. This name is simply to identify you in the meeting and is not connected to your username.
  2. Join audio via computer/laptop, you will then be asked how you wish to join your audio, simply select join by computer audio. For more information on how to use Zoom, see [here](https://support.zoom.us/hc/en-us/articles/201362193-Joining-a-Meeting) for more details.

If you are joining from a mobile device (Apple iPhone/iPads (IOS) or Android) then this would simply prompt you to download the Zoom Cloud Meeting App. See here for more details or follow the steps below:



  1. Meeting ID and password sent from Trinny London via email
  2. If you download the App this is the logo you will see
  3. On your device it will ask you to join your meeting (see image shown)
  4. Then enter the ID and join your meeting (see image shown)
  5. A tab will come up to ask you to join audio, press this button then wait for your Makeup Artist to admit you into the meeting (see image shown)

Orders

Can I pay with Klarna?

Klarna is currently only available for Germany and Austria.

Can I cancel or amend my order after purchase?

Unfortunately we are unable to amend or cancel orders after they are placed. But if you for any reason needs to return the item, please do so following the returns policy found here.

Can I place an order over the phone?

Due to data protection laws, we are unable to process orders over the phone.

I am having issues clearing my basket?

To clear your basket click here.

Why is my order unfulfilled?

Please be advised that we are experiencing slight delays in dispatching parcels, due to the large number of orders currently being processed.

Once your order is processed you will receive a shipping confirmation email and your tracking will update shortly thereafter. However, due to a technical error your order status may stay the same - 'unfulfilled'.

Shipping & Returns

Where can I track my order?

EU
You'll receive a shipping confirmation email from our warehouse once your order is on its way.
For orders to the EU specifically, our tracking follows your order in two stages:
Travelling from the UK to the EU, where it will be cleared through customs.
From customs clearance to your delivery address.
There may be a delay in tracking updates between customs clearance and delivery. Once your order arrives at your local delivery hub, our logistics partner will contact you with a delivery date and time slot that you’ll have the option to confirm or change.
Due to Brexit and Covid-19, shipping times will be a little longer than usual. Please allow up to 12 working days for delivery.

UK
The tracking will be included on your dispatch email. Please note that it can take up to 24 hours for tracking to be updated.

Where does Trinny London ship?

Trinny London ships worldwide (excluding Greece, Turkey, India, Malaysia and Mexico).
Our EURO site can only ship to EU countries with an EU billing address.

UK, US and AUS sites cannot ship to the EU.

For more information please click here.

What are Trinny London shipping costs?

Shipping costs vary depending on the destination and the delivery times, for more information please visit the shipping information page here.

Will I be liable for duties, customs or taxes?

No, for shipments to the US, all taxes, duties and customs are included in the order price you see on the website. Your shipping cost is calculated at checkout.

How can I return my product?

Please find more details on how to return your products here.

If still unsure please drop us an email at [email protected].

Can I get Next Day Delivery?

Available for UK website and for orders shipped to UK addresses only. You must place your order by 3pm BST for delivery on the next working day (excluding bank holidays). Any orders dispatched before 3pm BST on Friday will be delivered on Monday. Orders made after 3pm on Friday and at the weekend will be delivered on Tuesday.

Please note, during busy periods, delivery may take longer and next day delivery may not be available.

Trinny Tribe

How do I become a member of the Trinny Tribe?

Please find your closest tribe and join here.

Match2Me

What is Match2Me?

Match2Me is a unique tool designed to help you choose and purchase our Trinny London make-up perfectly suited to your skin, hair and eye combination.

The skin type you select will determine exactly which colour you should choose across our face category, whether that may be our BFF skin perfector, our Just a Touch concealer etc.

Your SHE (skin, hair and eye) combination will filter down our wide selection of cheek, lip and eye colours down to the ones best suited to you. That being said if you fancy the look of another colour feel free to select those also. Our Match2Me colour suggestions are great starting points for those who are unsure of what makeup to choose.

Being a predominately online brand, our customers rely highly on our Match2Me system. We are proud of its success rates and how our chosen combinations have helped women who have been feeling lost with their makeup routines regain their confidence. Ultimately we want our makeup to really inspire you to Be Your Best.

Contact

How can I get more Trinny Tips and advice from Trinny?

You can follow Trinny on the Trinny London social media platforms where she speaks daily about beauty and fashion and takes questions alongside other experts and members of the team.

Instagram: @trinnylondon
Facebook: facebook/trinnylondon
Twitter: @trinnylondon
T Time blog: https://trinnylondon.com/uk/t-time
Share your stack style using #TrinnyTribe

Can I apply for a job at Trinny London?

Our vacancies are listed here.

I can't find an answer to my question?

For further queries please contacts our Customer Service team at [email protected]n.com. You can also reach us by Live Chat from 9am-10pm on Monday-Friday and 9am-6pm on Saturday and Sunday.

We aim to respond within 24 hours. Our working hours are Monday-Friday 9am-5pm GMT, excluding Bank Holidays.

Products

Where can I find the list of ingredients for a specific product?

You can find a list of ingredients in the 'Ingredients' section on each product page.

Where are your cosmetics made?

All of our products are made in Italy.

Where are your products stocked?

You can find our products at selected Fenwick branches in the UK and at John Barett in New York.

Are your products cruelty free?

All of our products are cruelty free as they have not been tested on animals.

Some of our products may contain animal derived ingredients, these ingredients are clearly marked on the packaging such as beeswax, hydrolysed collagen, hydrolysed elastin and carmine (CI 75470).

The hydrolysed elastin and hydrolysed collagen found in our Miracle Blur were extracted from waste by-products of farmed fish from the food industry.

As a brand we endevour to ensure that all the ingredients used in our products are free from animal harm.

Are your products paraben free?

All our products are paraben free except Miracle Blur.

Are your products vegan?

Most of our products are vegan. Non-vegan ingredients that we do use include beeswax or carmine. For exact advice, please drop us an email or a message on Live Chat.

Do you offer samples?

We offer three free samples with every order which can be chosen at checkout. This is subject to availability.

You can also refer to our unique Match2Me tool, which can be found here.
Match2Me is a unique online tool designed to help you choose and purchase makeup perfectly suited to your colouring.

Where can I leave a review of a product?

You can leave a review at the bottom of individual product pages.

Can I sell the products on my own site?

Your purchase of Trinny London products is only for your personal use. By purchasing Trinny London products, you agree not to resell or distribute such products for any commercial purposes. We may reject or cancel an order if we have reason to believe that your order is not for your personal use.

Can you help with a product I bought from a third-party marketplace?

We’re only able to guarantee the authenticity of products purchased through our Trinny London site and at our in-store locations. We’re also not able to process returns or exchanges or otherwise assist with orders not placed through Trinny London or at our in-store locations.

Appointments

How can I book a consultation?

You can book any of our appointments online by clicking here.

What types of appointments do you offer?

Virtual Makeup Appointment
Join us for a virtual makeup appointment. A Trinny London Pro Makeup Artist will take you through our Match2Me tool to find your perfect shades, show you how to do a smoky eye, perfect your blush, enhance your lips and create a flawless complexion. Make sure you're sitting in good light and not wearing any makeup. Each appointment costs $33.00, which is redeemable against product, will last for 30 minutes and uses Zoom which you can access for free on any device.

Can I cancel or reschedule my Trinny London appointment?

Yes, you will find a reschedule or cancel option in your confirmation email.

This can be done up to 24 hours prior to your appointment time. Unfortunately, due to the high demand of our appointments, a refund will not be issued if cancelled within 24 hours.

Is your makeup studio wheelchair accessible?

The Make-up Studio at our Jubilee Place HQ, requires access via a ramp that can be put in place by the buildings security/reception team.
Due to the buildings opening hours, we would request that weekend appointments are avoided as we are unable to provide ramp access on Saturday's and Sunday's.

However, we would love to accommodate you at our Flagship counter, in Fenwick Bond Street, should you wish for a weekend appointment.

Trinny London is located on the 2nd Floor at Jubilee Place, and this can be accessed via a lift from reception.

Sustainability

Is your packaging sustainable?

At Trinny London, we are committed to minimising the impact that our products have on the environment.
Our iconic stackable pots are designed to be re-used after the product has run out and are perfect for travel.
We are working towards reducing our carbon footprint and sourcing locally where possible and have made changes to our cardboard transit packaging to be 100% recyclable, using biodegradable and sustainably sourced board with eco friendly inks that are plastic free and ocean friendly.