Email Us

We’re always here to help. We ask that all customers read through these FAQs in the first instance. If you are still experiencing an issue, please contact at help@counterculturestore.co.uk or via the Chatbot.

If you are enquiring about your order please visit Track My Order and use your tracking reference.

Please visit Track My Order and use your tracking reference.

Orders are typically delivered within 2-3 business days.  Please allow up to 5 business days before contacting us.

We process orders as quickly as we can.  They are dispatched Monday to Friday, with the exception of bank holidays.  Orders placed before 2pm are typically dispatched the same day, Orders placed after 2pm may not be dispatched until the following business day.  

Orders typically arrive within 2-3 business days.  Please use the tracking reference to track your order and feel free to contact us if your order has not arrived within 5 working days. 

Mistakes happen!  We will do our best to help you if the order has not already been shipped from our warehouse.   If the order is already in transit and we can’t stop the delivery Counter Culture Store is not responsible for replacing the order or arranging a further delivery.  If the package is returned to us, then we will of course arrange a refund, less shipping fees.

We really want you to enjoy your beauty and wellness purchase from Counter Culture Store.  

If for any reason you change your mind, we accept returns for unused and unopened products within 14 days of delivery.  Drop us an email with your name and order number (insert the help email on a link) and we will share information on the return service.  

Unfortunately we cannot offer refunds for used or opened products due to hygiene reaons.  

Shipping is free on all orders over £30 (additional fees may be added at checkout for Islands & Highlands).

Shipping on order under £30 is £3.95 for the standard service (2-3 business days) and £6.95 for express delivery.

Most products will be dispatched from the Counter Culture Stores warehouse.  Where a product is shipped directly from the brand, this will be shown on the checkout page.

Join our loyalty programme - The Counter Club - to earn points when you open an account, shop, leave a review, refer a friend and more and access exclusive benefits.  To join click here.

We’re an independent retail platform that’s on a mission to make it easier to shop from sustainable and ethical beauty and wellness brands.  

Brands - We’re home to over 130 brands - from iconic brands you already know and love to trending and emerging indie brands you’ve yet to discover.    

Sustainable & Ethical - We don’t believe any product is truly sustainable.  We see sustainability as a journey, not a destination.  We select brands who meet a number of criteria within our framework.  Whilst they must all be cruelty-free, they may then meet a number of the following criteria - vegan, organic, natural, plastic-free, no single-use plastics, waterless, refillable, recyclable, upcycled ingredients, female-founded, diversity-founded, societal and eco initiatives.

Female Founders - We’re advocates for Buy Women Built and we actively champion female founders.  Throughout our site you will see the Buy Women Built logo on brand pages where the brand is female founded or co-founded.   Of course we very much welcome all founders with great products onto our platform, but in recognition of the fact female founders only get circa 2p in every £1 invested by VCs in the UK, we want to champion women in business as much as possible!

Eco & Societal Initiatives - We like to play a part in people and planet initiatives and to-date have protected over 60,000 trees via our partnership with OneTribe.  We also make microloans to women in business in developing countries every month through our partnership with Kiva. 

Award-Winning  - We are very proud winners of the 2024 Marie Claire Best Multi-Brand Retailer in their iconic sustainability awards and 2023 Women & Home Best Sustainable Service.

Ambassador - We are delighted to have Oscar & BAFTA-winning hair & makeup designer  Christine Blundell as our Brand Ambassador.