Help Centre
Frequently asked questions
Orders, shipping, returns, payments and more — answered. Can’t find it? Message our team.
Orders & shipping
How much does delivery cost?
UK delivery is £6.45 on orders under £50, and free on all orders of £50 or more. Your shipping is always shown at checkout before you pay.
Where do you ship to?
We currently ship across the United Kingdom. If you’d like us to reach your area, let us know at support@ici21.com.
How long will my order take?
Orders are dispatched within 1–3 business days, and typically delivered in 5–14 business days after dispatch. Orders aren’t processed on weekends or public holidays.
How do I track my order?
Once your order ships you’ll get a confirmation email with tracking where available. You can also track any time from our Track Your Package page.
Can I change or cancel my order?
We process orders quickly, so email support@ici21.com as soon as possible with your order number. If it hasn’t been dispatched, we’ll do our best to update or cancel it.
Returns & refunds
What is your return policy?
You can return eligible items within 30 days of delivery, unused and in their original condition and packaging. See our full Refund & Return Policy.
How do I start a return?
Email support@ici21.com with your order number and we’ll reply with the return address and simple instructions.
Who pays for return shipping?
Return shipping is the customer’s responsibility, unless the item is faulty, damaged or incorrect — in which case we cover it and arrange a replacement or full refund.
When will I get my refund?
Once we receive and inspect your return, we process refunds to your original payment method within 14 days.
Can I return opened beauty products?
For health and hygiene reasons, certain items can’t be returned once unsealed. If something arrives faulty, contact us within 30 days and we’ll put it right.
Products & offers
What does “Buy more, save more” mean?
Buy 2 and save 15%, or 3 and save 20% — on each item. The discount is applied automatically at checkout, no code needed.
Do I get a discount on my first order?
Yes — sign up to our newsletter and we’ll send you 10% off your first purchase.
Where can I find ingredients and product details?
Details are listed on each product page. If you have specific skin sensitivities, please review the ingredients or email us and we’ll help you choose.
What if an item is out of stock?
Popular pieces sell fast. Email support@ici21.com and we’ll let you know when it’s expected back.
Payments & security
What payment methods do you accept?
We accept all major payment methods shown at checkout. You’ll see the full list of available options before you pay.
Is checkout secure?
Yes. Checkout is fully encrypted and payments are processed securely by our providers — we never store your full card details.
Do prices include VAT?
Yes. Prices are shown in GBP and include applicable taxes where stated.
Account & help
Do I need an account to order?
No — you can check out as a guest. Creating an account just makes future orders and tracking faster.
How do I contact you?
Email support@ici21.com or use our contact form. We reply within 1–2 business days, Monday to Friday, 9:00am–5:00pm (UK time).
Who operates ici21?
ICI21 is operated by ICICOSMETIC LTD · Company No. 12145692 · Registered office: Office 6623, 58 Peregrine Road, Hainault, Ilford, Essex, IG6 3SZ, United Kingdom.
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