I have placed order on 18.01, due to COVID and Brexit I have already expected that my orders will take longer. However, it’s been 3wks and 0 updates, I contacted customer service and it turned out that due to their internal system error, my package was shipped to another country. My address, postal code, street, etc. are correct , but country is totally different! How did they manage to pass it to the post still puzzles me, but OK, mistakes can be made! I am working in sales and I know weird stuff can happen! The problem is that while cult beauty did not bother to check, the item I got on sale was sold out. (I got an item of 200ml for the price of 100ml). The 100ml is still in stock , however! Therefore I have offered them to own to their mistake and sent an equal quantity of milliliters in a smaller packages. In response I did not even get an alternative solution or at least a question on what I prefer to do, as a customer, all I got was confirmation that refund was made to my account and lame excuse that they are sorry for the situation... I replied that I do not want a refund, I am willing to wait and asking them to still ship my items, even if the packaging is different. To which I received even weirder reply that they cannot replace item , when shipment address is wrong ... (while wrong shipment address was caused by them).I was left with incredibly unpleasant feeling and overall horrible customer experience. I am “guilty” of ordering A LOT (hope I am not the only one), customer support is always priority for me , but since this situation I simply cannot trust Cult Beauty anymore. They have one client less , sadly ....
I donot recommend Cult Beauty!!! Save your money and save yourself from headache of terrible customer service!!!

----UPDATE-----

So, I was contacted by client service. I wish they did not even try to contact me again, because now I am looking how to put -1 STAR!!!! The message was basically the same information as before “they cannot help me; they cannot amend the country of destination”. Except this time, they even have openly admitted it was a “glitch” in their system, which made me very frustrated and I said that I do not need to amend country, but correct their OWN MISTAKE and sent me a new order with the same products.
In no online retail shops have I ever encountered such a rude and unhelpful customer representative, as in Cult Beauty – Hoorina (the name of the person).
My only advise to Cult Beauty is to check people you are hiring to deal with your customers, because if service representative cannot keep his/her attitude under control, maybe this is not a right job for them.
Problem with Cult Beauty is that while everything goes well, it is OK! But once you encounter some issues with delivery, customer service, pricing, etc., do not expect them to help you. You are on your own. Just as a comparison few years back I had similar issue with Beauty Bay UK, local post lost my package, Beauty Bay UK contacted me and asked what I prefer to do, and without any discussions they sent me my package again!
So if you are ordering from Cult Beauty, you are ordering at your own risk….