Frequently Asked Questions

    Click & Collect

  • When can I use Click & Collect?

    You may use the click & collect service for any item you wish to collect in store. If you live outside of Gibraltar and wish to place an order you can arrange for your purchases to be collected from our store at 165 Main Street when you visit Gibraltar. Alternatively, if your order does not meet the £100 minimum for free delivery, you can collect your goods in store.

  • How long will my order be kept for me to collect once it arrives in store?

    Once received your order it will take minimum 1 working day to prepare it. If you are unable to collect once it's ready, we will hold your order in store for 10 working days, after which it will be returned and you will get a full refund.

  • E-Gift Card

  • I want to purchase an S.M.Seruya E-Gift Card, how can I do this?

    You can purchase an E-Gift Card online. To purchase online, click on E-Gift Card under the Gift Card tab and select the value of the voucher, you will then be required to give your name and email and the recipient’s email address along with a personal greeting of your choice.

  • Do E-Gift Cards expire?

    Yes, they will expire after 12 months.

  • Can I cancel/return an E-Gift Card?

    E-Gift Cards can be cancelled within 24 hours of completing the order as long as it hasn’t been added to any account. If that timescale has already gone, and the E-Gift Card hasn’t been used or associated with an account, get in touch with our customer support team. We will cancel it for you or if it’s because of a mistake in the email address, we’ll change it for you and send you another one.

  • Can I return an item purchased with an E-Gift Card?

    Yes - using an E-Gift Card is considered to be the same as any other form of payment

  • Can I use an E-Gift Card at one of the Main Street Stores?

    No. An E-Gift Card can be used only for online purchases.

  • How do I use an E-Gift Card online?

    You will be given the option to pay using a E-Gift Card at checkout. You will need to enter your E-Gift Card number, make sure to enter the correct number and then select ‘Redeem’, the page will refresh and the E-Gift Card will be activated. If you’re spending less than the value of your E-Gift Card, the credit will stay on your account for you to spend later, but you’ll need to spend it before the expiry date of the E-Gift Card. You may use more than one E-Gift Card in one purchase.

  • There isn't enough credit on my E-Gift Card to pay for the whole order. How can I pay the remaining balance?

    You may pay the remainder using a debit/credit card.

  • I have lost my E-Gift Card?

    In an event where the E-Gift Card is lost, do not worry as we keep track of all the E-Gift Card we issue. Send us an email with a description as to what has happened and state your name and email address to which the E-Gift Card was issued and we will email you the details of your E-Gift Card as soon as possible.

  • Does the E-Gift Card have any restrictions?

    E-Gift Cards require a minimum purchase of £10. You may use more than one E-Gift Card per order. You can use your E-Gift Card in conjunction with any other discount code.

  • What is the difference between a E-Gift Card and a Gift Card?

    An E-Gift Card is a voucher that is emailed to the recipient to be spent online only. A Gift Card is a physical card that can be used for purchases made in store only.

  • Gift Card

  • What is a Gift Card?

    A Gift Card is a physical card with the charged value to be used for purchases made in our Main Street stores only.

  • How can I purchase a Gift Card?

    To purchase online, click on the Gift card banner on our Home page or click HERE and select the value of the card, add the Giftcard to your shopping bag, when you place your order you can choose to send the Gift Card to a home address or select Click & Collect to pick up from 165 Main Street.

  • Is a Gift Card a Gift Voucher?

    A Gift Voucher is a voucher that is emailed to the recipient to be spent online only. A Gift Card is a physical card that can be used for purchases made in store only.

  • Can a Gift Card be used to make purchases online?

    No, a Gift Card can only be used at any one of our Main Street stores. It cannot be used in the airport store.

  • Do Gift Cards expire?

    Yes, they will expire after 12 months.

  • Gift Wrapping

  • Do you offer a gift wrapping service?

    We offer a luxury gift wrap service for all items per invoice.To take advantage of our gift wrapping service, proceed to checkout and choose the Gift Wrap option. You can personalise your gift with your own unique message.

  • Ordering

  • How do I cancel/change an order?

    You can only cancel your order before it has been despatched. If you want to make a change to your order, you should cancel your order and place a new one. Log into your account and send us an email to cancel your order.

  • My order has not been accepted

    If you have a problem placing your order or if your payment was rejected, there is no need to repeat the order process, just log in to your account, click on 'orders' then click 'retry' on 'bounced' order.

  • How do I know if my order has been received?

    After placing an order we will send you an email confirming your order.

  • Can I order over the phone?

    Unfortunately, we don’t offer this service. We may help you placing the order, finding products or when filling out information but the order itself has to be carried out online. If you would like our assistance, email us to info@smseruya.com and we will be happy to help you.  

  • Payment methods

  • In which currencies can I make my payment?

    We currently accept the following currencies: UK Sterling GBP. By default the currencies used are GBP for all users.

  • How secure is my payment?

    We use Natwest Bank TOP online payment system "WorldPay". On top of that is Ogone (Ingenico) securing your payments.

  • When will I be charged?

    Your payment will not be taken until the goods are despatched. When an order is placed we will require a pre-authorisation from your bank/card issuer this is just to authorise pay-ment and also protect your card against unauthorised use when shopping online.

  • Promotional Codes

  • Can I use a promo code with sale items?

    You may only use a promo code on non sale items. Only one promo code can be used at one time in a single purchase.

  • Returns

  • How long do I have to return an Item?

    If for any reason you are not satisfied with your purchase we will be happy to offer you a refund or exchange if the item(s) is unopened, unused and in a re-saleable condition, packaging and any cellophane intact and unopened and must be returned within 28 days of receiving your order.

  • How much will be refunded?

    We will refund the price of the item purchased. Returns due to damaged or mistaken shipping, will include delivery costs of sending and returning.

  • How do I make a return to a SMSeruya store?

    Return your items to the S.M.Seruya store at 165 Main Street, Gibraltar. Please ensure your goods are returned within 28 days of receipt.

  • Which products can I return?

    We will be happy to offer you a refund or exchange if the item(s) is unopened, unused and in a re-saleable condition, packaging and any cellophane intact and unopened. Regrettably for hygiene reasons, we are unable to offer a refund on lipsticks, lip liners, liquid liners, lip glosses, mascaras, eye pencils, and nail polishes.

  • How long will take to process my return?

    Once we’ve received your returned item(s) we will send you an email to confirm your refund, which will be processed within 5–10 working days of receipt. You can expect the refund to reach your account within 3-5 working days. If after 10 working days you have not received an email from us, call us on +44 (0) 2031501593 or email at info@smseruya.com with your order number to hand so that we can look into it further.

  • Shopping With Us

  • Which payment methods do you accept?

    We accept Visa Delta, Debit Mastercard, Visa Electron, Mastercard Credit, Maestro, Visa Credit and PayPal.

  • How do I search for a product?

    Simply enter the name of the product you are looking for in the search box on the top right hand corner of the page. You can also use our menu and filters to help find the product you are looking for.

  • Is it safe to buy online at www.smseruya.com?

    S.M.Seruya uses one of the most secure online purchasing systems on the market, and we are constantly researching and improving our software to make sure we offer the highest possible level of security. We use standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other sensitive information as your credit card details.

  • I don’t want to receive emails anymore, how do I unsubscribe?

    You can unsubscribe from our emails at any time. There are two ways you can do this. Either you can click on the unsubscribe button at the bottom of the latest email you received from us and this will be updated in our details. Or, you can log into your account and amend your preferences.

  • Why have items disappeared from my shopping bag?

    We cannot guarantee stock availability until your order has been completed. It is possible that whilst you are shopping an item may have sold out. If this happens you will be given the opportunity to enter your email address so as to be informed when the item is back in stock. Additionally items may have been removed from your shopping bag due to shipping restrictions imposed on us either by our carriers or by our partner brands on account of the country to which the goods are to be delivered.

  • Are all products available for sale in all countries?

    Unfortunately not, as there are some brand restrictions. We are always aiming to expand the range of products we can sell within each country, and we hope we will in the near future be able to offer any brand that is currently unavailable in the specific country to which you would like it delivered.

  • The product I want is out of stock, how do I know if more stock will become available?

    We hold a wide range of products and always do our utmost to have the product you desire in stock. If we "sell out" of a product that we expect a delivery of in the coming days or weeks, you will be given the opportunity to enter your email address so as to be informed when we receive our next delivery.

  • How do I use a promotional code?

    From time to time we may offer promotional codes which can be found on our website, newsletters and social networks. To use a promotional code you will need to enter the code at checkout, make sure to enter the correct code and then select ‘Redeem’, the page will refresh and the code will be activated.

  • Do I need to set up an account to place an order?

    Yes, you must setup an account with all your details. The benefits of becoming a registered user of the website include a faster checkout, the ability to cancel an order online, share your wish list, edit your account information, control your messages, and manage your gift vouchers as well as your Reorder reminder subscriptions.

  • How do I set up an account?

    To set up an account online just click on the “sign in" button at the top of the page: This will then take you through to enter some details and set up a password.

  • What should I do if I have forgotten my password?

    You can request for us to reset your password. This option is available on the ‘checkout’ page or ‘My account’. Just enter your email address and we will send you a new password.

  • How do I sign up for newsletters and promotional emails?

    If you create an account with us you will be given the option to sign up. If you are a guest to our site then you can sign up by clicking on the link at the bottom of our webpage.

  • How do I know the products are genuine?

    You can be confident that at www.smseruya.com, we work directly with the beauty brands themselves or their licensed distributors. We are an authorised retailer and sell products that you find on the high street. We do not retail on any market place as eBay, Amazon or via any other third party distributors. S.M.Seruya has been selling beauty products in its shops for more than 145 years. Our experience and hard work to remain loyal to thousands of worldwide customers is the proof of our constant success in this business. We carry the largest selection of premium brands of perfumes, cosmet

  • Are prices including VAT and other taxes?

    All prices have Zero VAT.

  • Social Media

  • How can I follow smseruya on Facebook?

    You'll find our Facebook page www.facebook.com/S.M.Seruya - just hit the "Like" button to receive our messages in your newsfeed.

  • How can I follow smseruya on Instagram?

    You can follow us on the SMSeruya page: https://instagram.com/s.m.seruya/

  • VIP Card

  • What is a VIP Card?

    Collect points on your favourite beauty and fragrance brands in store and online. Earn 1 point for every £1 spent. Once you reach 150 points you can start to redeem them against your purchases at any of our Main Street Stores. For every 150 points you collect, you receive a 10% discount off your total purchase.

  • Can I collect and spend my VIP points online?

    You may collect VIP points online and in store but you can only spend your VIP points at our Main Street stores, you may not collect or spend points at our airport store. When buying online, if you are a VIP Card holder, the points will automatically be added to your account.

  • How do I get a VIP Card?

    You can register for a VIP Card online or at any of our Main Street stores. Once registered you will be given/sent a VIP card.