FAQ
How will I know if my order has been received or dispatched?
- Once your order is placed, you’ll receive a confirmation email. When your order is shipped, a second email with tracking details (if applicable) will follow.
Please check your spam or junk folder if you don’t see the email in your inbox.
Can I place my order over the phone?
- Yes, we’re happy to assist. You can call us, and we’ll help you create the order. We’ll then provide payment details so you can complete the transaction securely.
However, all orders must be finalized through our website to maintain payment security and accurate processing.
Can I cancel my order?
- You can cancel your order only if it hasn’t been dispatched yet. Please contact us immediately with your order number.
Once the order has been shipped, cancellations are not possible. You may return the item through our returns process.
Can I revise my order or add more items?
- Yes. If your order hasn’t been dispatched, you can update it by contacting us.
If additional payment is required, we’ll process the order once the full amount is received.
Is it secure to shop on the British Cosmetics Deals website?
- Absolutely. Our website (https://deals.britishcosmetics.com) uses SSL encryption and is powered by PayHere, a trusted Sri Lankan payment gateway that is PCI DSS compliant.
To ensure a secure transaction, look for “https://” in the website URL.
Can I return my products for an exchange or refund?
Yes. You may return items within 7 working days under the Distance Selling Regulations, provided the following conditions are met:
- Items are unused, unopened, and in original packaging
- Any free gifts included must also be returned
- Return shipping is your responsibility and should include proof of postage
To initiate a return, contact us at onlineorders@britishcosmetics.lk or call 077 207 7020.
I received a damaged or incorrect item. What should I do?
Please notify us within 3 working days of delivery:
- For incorrect items: Return them and we’ll send the correct product and cover the return postage
- For damaged or faulty items: We’ll arrange a replacement or a refund
Reach us at 077 207 7020 or onlineorders@britishcosmetics.lk.
What payment methods are accepted?
We accept a variety of secure online payments through PayHere, including:
- Credit/Debit Cards: Visa, MasterCard, AmEx, Discover
- Digital Wallets: LankaQR, Frimi, Genie, mCash, eZ Cash
- Internet Banking (selected banks)
- Buy Now, Pay Later: Koko and MintPay
We do not accept Cash on Delivery or cheque payments.
Only one payment method can be used per order.
Why was my payment declined?
Payment failures can occur due to:
- Insufficient funds or credit limits
- Incorrect OTP or 3D Secure code
- Card not enabled for online or international transactions
- Digital wallet issues (e.g. not funded or not verified)
Try a different payment method or contact your bank for assistance.
What is 3D Secure / Payment Authentication?
- 3D Secure (Verified by Visa / MasterCard SecureCode) is an added layer of protection for online transactions.
During checkout, your bank may request a One-Time Password (OTP) or secure PIN. - If not entered correctly, your payment may fail.
- Contact your bank if you’re unsure about your 3D Secure settings.
Need more help?
We’re here to assist you.
Email: onlineorders@britishcosmetics.lk
Call: 077 207 7020
