You are here: Home Newsroom Features Our ‘Make-up Exchange Promise’

Our ‘Make-up Exchange Promise’

13 July 2020
Feature Brand

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.


What’s new at Boots? Find out the latest updates from the UK’s largest pharmacy-led health and beauty chain – from new products and services to important business developments.



Read the views of our team members at Boots, who are experts in their field. Find out what they think about the most important issues of the day – from healthcare equality to sustainability.


Media Resources

A you are a journalist looking for information and resources about Boot? Visit our media resources hub to access images, reports, spokespeople and videos.


Boots is the UK’s leading health and beauty retailer. Its mission is to be the first choice for pharmacy, health and beauty - caring for people, customers and communities everywhere.

With over 53,000 team members and 2,247 stores, ranging from local community pharmacies to large destination health and beauty stores, Boots serves its customer and patients’ wellbeing for life.

Boots is the UK’s number one beauty destination and largest pharmacy chain providing dispensing and essential healthcare services, and it offers an unrivalled depth and breadth of product offering including its innovative portfolio of brands, including No7, the UK’s No1 skincare brand, Soap & Glory, Liz Earle, Sleek MakeUP and YourGoodSkin. For over 170 years, Boots has listened, learned and innovated, and it continues to challenge itself to improve its products and services every day.

Boots is part of Walgreens Boots Alliance, which is a global leader in pharmacy-led, health and wellbeing retail.  More company information is available on


*Figures as of 31 May 2022