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Our ‘Make-up Exchange Promise’

13 July 2020
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A recent study by No7 found that 80 percent of British women were more likely to feel good about themselves if they wore make-up during lockdown. With so many women continuing their make-up regime, we spoke to Joanna Rogers, Beauty Director at Boots UK, to learn more about why Boots has introduced its pioneering ‘Make-up Exchange Promise’…

“We know how frustrating and disappointing it feels when you get home only to find your new foundation isn’t the right skin tone match, or your new lipstick isn’t the colour you wanted”, explains Joanna.

“And with our new store safety measures in place, for the time being, testers are no longer available in Boots Beauty Halls and customers have told us they feel less confident buying the right shade.”

“To help empower our customers, we’re now giving people 35 days to exchange their beauty buys, even if the packaging has been opened.”

In a high street first, Boots has committed to the ‘Make-up Exchange Promise’. Customers can exchange their make-up in-store if they’ve brought the wrong shade*, helping to give beauty-lovers the confidence to buy make-up online and in-store, while testers and colour-match services are unavailable.

Boots Beauty Specialists are also available in select stores to offer unbiased advice and to help choose the right shade, tone and texture for all skin types.

For those who can’t visit a store, Boots has launched three 15-minute online consultations with its specialist Beauty Crew, where customers can receive expert skincare, make-up and self-care advice by telephone or video.


*T&Cs: If you have purchased make-up products but then change your mind within 35 days, we will happily exchange your items. You can exchange your make-up purchases, including those you have opened, at any Boots store. Valid proof of purchase will be required. Exchanges are not available for online purchases. This is in addition to our standard refunds policy. Your statutory rights are not affected.


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Boots UK is the largest pharmacy-led health and beauty chain in the UK and its purpose is to champion everyone’s right to feel good. With over 2,200 stores and a team of around 51,000 colleagues, of which approximately 5,600 are registered pharmacists, the Boots brand has been at the heart of local communities across the UK since 1849. Boots UK is committed to providing exceptional customer and patient care and being the first choice for pharmacy, beauty, healthcare and wellness, alongside offering its innovative portfolio of product brands, including No7, the UK’s No1 skincare brand, Soap & Glory, Liz Earle, Sleek MakeUP and YourGoodSkin.

Boots UK is part of Walgreens Boots Alliance (Nasdaq: WBA) – a global leader in retail pharmacy, impacting millions of lives every day through dispensing medicines, and providing accessible, high-quality care. More company information is available at