FREQUENTLY ASKED QUESTIONS
To help answer any queries or questions you may have about our online store and the services and features we offer, we have compiled a comprehensive list of our customers' most frequently asked questions. We hope you will find the answer you require here. If not, please email our Customer Services Team on Customerservices@spacenk.com or alternatively phone us on +44 (0)20 8740 2085.
- what is the Space NK concept and commitment?
- who is Nicky Kinnaird?
- what does Space NK mean?
- how do I find my nearest Space NK store?
- how can I order a Space NK catalogue?
- can I receive annual reports or market information?
- who do I contact regarding employment at Space NK?
- can I alter the details in my Space NK online account?
- which payment methods do you accept online?
- at what stage is my credit card charged?
- is it safe to use my credit card on your web site?
- can I still purchase an item that is out of stock?
- will I receive an order acknowledgement via email?
- can I order gift vouchers online?
- can I redeem gift vouchers online?
- how do I create a wishlist?
- how can I receive a product catalogue?
- why are products discontinued?
- where can I purchase Space NK products?
- why does it sometimes take so long to get more supplies of an item?
- do I have to use products from the same line for them to work effectively?
- how can I obtain product samples?
- how can I find out the ingredients of a product?
- are all the products you sell natural?
- are all the products you sell hypoallergenic?
- do you sell organic products?
- can I use Space NK products if I have sensitive skin?
- how do I carry out a patch test?
- what if I have an allergic reaction to a product?
- are Space NK products suitable for use on children?
- can I use Space NK products if I am pregnant?
- what are your delivery rates?
- where does Space NK deliver to?
- do you deliver to international addresses?
- will I have to sign for my delivery?
- do you deliver to PO Boxes?
- can I send the goods I have ordered to multiple addresses?
- how can I check the status of my order?
- can I have my order gift wrapped?
- can I return the goods I have ordered?
- how do I return my goods?
- what if I don't like a gift I have been sent?
- what if I want to cancel my order?
- how long will it take to receive my refund?
- is it safe to give you my email address?
- why do you want my name, address, email address, telephone number etc?
- is it safe to use my credit card on your web site?
- do you use cookies on your web site?
- will I be able to use your site if I have disabled cookies in my browser?
- can I have access to my personal information?
- what if I have forgotten my password?
Space NK
what is the Space NK concept and commitment?
Space NK is an innovative beauty retailer committed to offering a well informed, unbiased opinion on our edited selection of the best specialist skincare, make up, fragrance, toiletries and accessories within an environment that is lively, upbeat and informal. We continually aim to deliver the highest possible level of customer care, treating people as individuals and offering product choices in a language that our customers can understand. The Space NK online store provides full descriptions of product use, size, ingredients and pricing, plus information on how to locate your nearest Space NK store and contact our customer services team.
who is Nicky Kinnaird?
Nicky Kinnaird, the initials behind Space NK, is widely recognised as 'a one woman retail radar' in recognition of her unrivalled ability to source the newest and hottest fashion and beauty trends. Over the last decade, Nicky has single-handedly revolutionised the fashion and beauty retail market by offering a unique and eclectic mix of both lesser known niche brands and the best of the more familiar ranges sourced from the around the world.
what does Space NK mean?
Space NK started life in April 1993 as a lifestyle store encompassing clothing, accessories, beauty and a cafe/juice bar. The beauty area, known as the 'apothecary', expanded rapidly and was launched as a standalone concept at the end of 1996. 'Space' was the project code name given to the former Banana Warehouse in Covent Garden which housed the original lifestyle store. The architect involved on the project persuaded Nicky to personalise her store with her initials and she subsequently added the label 'apothecary' (derived originally from the Greek word for 'pharmacy') as a reference to that corner of her original store which housed the new wave of make up artists' ranges, skin care and fragrances.
how do I find my nearest Space NK store?
please visit our store locator to find the store location nearest to you. General contact information can be found under our contact us section.
how can I order a Space NK catalogue?
it is easy to order the latest Space NK product catalogue online. Please visit our catalogue request section and follow the instructions provided.
can I receive annual reports or market information?
Space NK is a privately owned company which does not provide annual reports or market information.
who do I contact regarding employment at Space NK?
please visit our careers section for further information regarding employment at Space NK.
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shop online
can I alter the details in my Space NK online account?
before you can place an order at the Space NK online store, you will be asked to create a customer account. You can alter the information you provide at any time by logging into
my account. Please see our
privacy policy for details of how we use the information that you provide to set up your Space NK customer account.
which payment methods do you accept on line?
payment can be made by Delta, Electron, JCB, Maestro, Mastercard, Solo, Switch and Visa.
at what stage is my credit card charged?
your credit card will be charged at the point at which your order is dispatched. Any products you order that are not immediately available will be sent on to you as soon as they are available and your credit card will be charged at the point of dispatch. Postage will be charged only against the first dispatch if the order is to the same delivery address.
is it safe to use my credit card on your web site?
Space NK values its customers and respects their privacy. Any information we collect about you is held with the utmost care and security. We use the latest strong encryption technology to ensure that all transactional information is protected to the highest standard. Transactional information includes any credit or debit card details, your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. If you have given your consent prior to entering the details required for the ordering process, our web site will retain your Space NK account details such as your name, address, email address and purchasing history. Each time you log into your Space NK account to create a new order you must re-enter your credit card details. Please see our
privacy policy for further details.
can I still purchase an item that is out of stock?
stock levels are indicated below the product image on the shopping pages. If an item is out of stock you cannot add it to your website order. If you would like to place an order for an item which is out of stock please contact
customer services, our team will be able to take a telephone order for you.
will I receive an order acknowledgement via email?
in order to set up your Space NK customer account and purchase goods online, you will have provided us with your email address. You will receive an order acknowledgement via this email address.
can I order gift vouchers online?
you can order Space NK gift vouchers by contacting our customer services department at
customerservices@spacenk.com. Alternatively you can purchase gift vouchers in any of our stores. Please visit our
store locator to find your nearest store.
can I redeem gift vouchers online?
at present we are unable to offer you this service but you can use your gift vouchers in any of our Space NK.apothecary stores. Please visit our
store locator to find your nearest store.
how do I create a wishlist?
Step One: Whilst browsing our site, when you have chosen the product you want to add, click on the ADD TO WISH LIST BUTTON
Step Two: then name this wishlist for future reference (example birthday list, Christmas list etc . . .)
Step Three: Once you have completed this wishlist, send to your friends and family with your personalised message
Step Four: Continue shopping
It���s as easy as that!
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products
how can I receive a product catalogue?
it is easy to order the latest Space NK product catalogue online. Please visit our
catalogue request section and follow the instructions provided.
why are products discontinued?
originality and innovation are crucial in ensuring that Space NK continues to make it's unique mark at the forefront of the beauty industry. We stay one step ahead of the market by establishing trends and reacting to them quickly so we select the products and ranges that we believe will both embody the philosophy of Space NK and satisfy customer demand. Products will be discontinued if there is a significant decline in demand or to make way for new products. However, we will always be on hand to offer advice or recommendations on replacement or alternative products.
where can I purchase Space NK products?
it is easy to purchase Space NK products online. The online store offers a wide range of products including some brands that are only stocked in a small number of stores. Alternatively you can visit one of our Space NK stores situated throughout the UK where our store teams will be on hand to offer specialist advice and product recommendations. Please visit our store locator to find the
store location nearest to you.
why does it sometimes take so long to get more supplies of an item?
Space NK offers a unique variety of both lesser known niche brands and the best of the more familiar ranges sourced from around the world. Delivery times can sometimes be longer than expected due to the fact that many of our specialist products contain very specific ingredients, are produced in relatively small quantities and require longer formulation times. We always endeavour to order our supplies well in advance of demand and apologise for any delays incurred in the process.
do I have to use products from the same line for them to work effectively?
some of the products we sell work synergystically within their lines whilst others can be used in conjunction with other lines. When you browse our online shop you will see that we have provided recommendations of which products work best together. For more in-depth information please contact our customer services team at
customerservices@spacenk.com or visit one of our stores for specialist advice. Please visit our
store locator to find the store location nearest to you.
how can I obtain product samples?
samples are available in certain lines but as a general rule we do not provide any make up samples. Please contact our customer services team at
customerservices@spacenk.com who will be happy to help you with any product sample queries.
how can I find out the ingredients of a product?
you can view the ingredients listing for any of the products sold in our Space NK store by clicking on the product ingredients link positioned underneath the product image. You can also click on our
ingredients glossary to find out more about the most frequently used ingredients in our product ranges.
are all the products you sell natural?
Space NK carries more than 50 different brands, each with their own formulation philosophies that range from 100% organic to high tech ingredients and we provide comprehensive information about each brand and product on this website. If there is further information you require about a specific product or brand please contact our customer services team at
customerservices@spacenk.com.
are all the products you sell hypoallergenic?
all of the products that Space NK carries are allergy tested. If you know of an ingredient that you are particularly allergic too, please view the ingredients listing for a product that you may be considering before deciding to make a purchase. We recommend patch tests for customers using new products. If you suffer from a skin condition such as eczema or psoriasis, please consult your GP before trying a new product.
do you sell organic products?
there are many organic based products within the ranges we carry. Detailed information on the products within each brand, including the product ingredients, is available in our shop.
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allergies
can I use Space NK products if I have sensitive skin?
all of the products carried by Space NK are allergy tested, however everyone���s skin is unique and it would be impossible for us to generalise about how your skin will react. If you know of an ingredient to which you are particularly allergic, please view the ingredients listing for a product that you may be considering before deciding to make a purchase. Even the most 'gentle' ingredients can cause sensitisation in certain people���s skin so we recommend patch-testing a small amount of the product on the inside skin of the wrist area to ascertain its compatibility.
how do I carry out a patch test?
the inside skin of the wrist is the most effective area on which to carry out a patch test. Simply apply the product to that area and if any irritation occurs, often characterised by a rash, a burning, prickly or tingling sensation, redness or any other temporary discoloration of the skin, remove the product immediately with warm water and a damp cloth.
what if I have an allergic reaction to a product?
if you have carried out a patch test, as explained in how do I carry out a patch test, and have experienced an allergic reaction, please contact the Space NK customer services team at customerservices@spacenk.com
are Space NK products suitable for use on children?
our products contain a variety of ingredients which combined with the sensitivity of children's skin mean that it would be impossible for us to generalise about the use of our products on children. If you would like help on this matter, please contact our customer services team at customerservices@spacenk.com. Alternatively you can visit one of our stores to speak to a member of the store team who will be able to help you. Please visit our store locator to find your nearest store.
can I use Space NK products if I am pregnant?
some of our products contain essential oils which would not be suitable during pregnancy or whilst breast feeding. Please contact our customer services team at customerservices@spacenk.com for more specific advice. Alternatively you can visit one of our stores to speak to a member of the store team who will be able to help you. Please visit our store locator to find your nearest store.
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delivery & gift-wrapping
what are your delivery rates?
please see our
delivery options for full details of the Space NK delivery rates and service.
where does Space NK deliver to?
orders made via the Space.NK online store can be delivered to addresses within the UK and Channel Islands. Please see our
delivery options for full details.
do you deliver to international addresses?
please contact our customer services team on +44 (0) 20 8740 2085 or click on
contact us for enquiries and information on international deliveries outside of the UK and Channel Islands.
will I have to sign for my delivery?
for security reasons, all parcels must be signed for on receipt. If you will not be at home during normal office hours you can provide us with an alternative secure delivery address where someone will be available to sign for your parcel.
do you deliver to PO Boxes?
Space NK delivery service requires a signature on delivery, therefore we are unable to deliver to PO Boxes.
can I send the goods I have ordered to multiple addresses?
when you place your order you can select items to be sent to multiple delivery addresses and also have the choice of using any combination of our
delivery options. During the delivery options stage of the ordering process you can indicate which items you would like to go to which addresses and the delivery option you require for each.
how can I check the status of my order?
once we have received your order, Space NK will email you with your order number. Please quote this order number in all correspondence. You can contact our customer services team at
customerservices@spacenk.com with regard to your query.
can I have my order gift wrapped?
if you would like to send your order as a gift, you can select the gift wrap option at the delivery options stage of the ordering process. You will then be offered the opportunity to add a gift note with a personal message. If you select the gift wrap option, those items which are not already gift boxed will be presented in our signature gift packaging.
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returns
can I return the goods I have ordered?
Space NK hopes that you will be delighted with your order. However, if for any reason you are not completely satisfied we are happy to offer a refund, exchange or replacement on all goods returned to us within twenty-one days of your receipt of goods provided they are in their original, unopened and unused condition and returned in the original packaging. Please note that delivery charges are not refunded. Please see our
returns policy and procedure and our
terms and conditions for full details.
how do I return my goods?
the procedure for returning goods to us is straightforward and is clearly explained in our
returns policy and procedure and in the documentation you receive on delivery of your order.
what if I don't like a gift I have been sent?
if you have received a gift which you don���t like please contact our customer services team at
customerservices@spacenk.com for advice on possible exchanges.
what if I want to cancel my order?
If in addition to our returns policy under the distance selling regulations you have the legal right to cancel your order within seven working days from the date of receipt of the merchandise if you send us a notice of cancellation in writing and return the merchandise to us. Please see the cancellation right section of our
terms and conditions.
how long will it take to receive my refund?
your payment for the goods will be refunded by Space NK as soon as possible by the original payment method, no later than 30 working days after we have received the goods.
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security and privacy
is it safe to give you my email address?
in order to make a purchase through the Space NK website you will be required to register. When you register, you will be required to provide information about yourself including your email address. We will use this information to acknowledge your order and to communicate with you if there is any issue regarding the fulfillment of your order. We will not send you any unsolicited materials unless you indicated that you wanted to receive more details about merchandise, offers and events etc. when you registered. Any information we collect about you is held with the utmost care and security. Please see our
privacy policy for details.
why do you want my name, address, email address, telephone number etc?
Space NK asks for these details so that we can enhance your experience of using our site, provide you with the goods and services you request from us, enable us to fulfill your order and make sure it is delivered correctly and to contact you in case there is a problem with your order. If you have agreed, we will contact you to keep you up to date on our latest products, promotional offers and in-store events.
is it safe to use my credit card on your web site?
we use the latest strong encryption technology to ensure that all transactional information is protected to the highest standard. Transactional information includes any credit or debit card details, your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. If you have given your consent prior to entering the details required for the ordering process, our web site will retain your Space NK account details such as your name, address, email address and purchasing history. Each time you log into your Space NK account to create a new order you must re-enter your credit card details. Please see our
privacy policy for further details.
do you use cookies on your web site?
the Space NK online ordering system uses cookies to record a unique reference on your computer. This means that we can recognise your computer when you access www.spacenk.com and log into your account with your user name and password. We will not use cookies without your prior consent so you have the option of choosing whether or not you would like our website to remember your details before you enter the delivery options section of our ordering process. The use of cookies allows us to remember the goods that you placed in your shopping bag and saves you having to enter the basic contact information that you provided us with on setting up your Space NK account. Our cookies do not remember your credit card details.
will I be able to use your site if I have disabled cookies in my browser?
you may experience technical difficulties in using our website if you have disabled cookies. If you have disabled JavaScript you will not be able to use this website. You can alter your cookie and JavaScript settings in your browser's preferences which is usually found in the Edit menu.
can I have access to my personal information?
you may see the personal data that we hold on you by sending a written request and ��10 fee to Customer Services, Space NK Limited, Units 5 & 10, Telford Way, East Acton, W3 7XS
what if I have forgotten my password?
when you created your customer account, you will have provided a password hint. Simply click on the forgotten your password link on the register or login page and your password hint will be displayed. If you still cannot remember your password, simply click on the link still can't remember your password link and an email containing your decrypted password will be sent to the email address you originally provided.
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