BeautyBay.com Customer Services
Welcome to the BeautyBay.com Customer Services Help Page
Whether you have a query about your order, wish to share product feedback, or simply want to speak to us - this is where you can get in touch.
Below you'll find our most frequently asked questions, which will help to answer most questions you may have. If you still wish to get in touch, please use the Contact Form at the bottom of the page.
Frequently Asked Questions
- Q How long does it take to receive my order?
For full details on the various delivery options, please visit our Delivery Information page.
We do endeavour to ensure all deliveries are to the timescales stated on the Delivery information page, however from time to time there can be unexpected delays during transit that are beyond our control.
- Q There is an item missing from my order. What do I do?
If there is an item missing from your order, please report this to our customer services department by completing the contact form below and we will investigate the issue further for you.
Please ensure the item is not marked ‘to follow’ on your invoice (if this is the case, the item will be posted to you in a separate package).
If you are an international customer, please check that the item missing is not an aerosol. Aerosol items are automatically cancelled from international orders as we are no longer permitted to dispatch these types of good outside the UK.
If this has not answered your query, please complete the contact form below to get in touch with our customer services department.
- Q I have received a damaged item. What do I do?
We do endeavor to package items as securely as possible but if handled roughly during transit, damages can occur.
Please report this to our customer services department by completing the contact form below and we will assist you further with the issue.
- Q There is an error on my order. What do I do?
We apologise if we have made an error regarding your order. Please report this to our customer services department by completing the contact form below and we will do our very best to rectify any mistakes made as soon as possible.
- Q Where is my package?
If your order has not arrived within the normal delivery timescales as detailed on our Delivery Information, we strongly recommend that you contact your local Delivery Office before contacting Customer Services, as unfortunately, calling cards are not always left.
For UK Customers, to locate your local delivery office please visit www.royalmail.com or call Royal Mail directly on 08456 050 767.
Recorded and Special Delivery items can be tracked using the tracking tool at www.royalmail.com.
UK Tracked packages cannot be treated as missing until 15 working days have elapsed from date of dispatch.
For UK Saver deliveries, please allow 20 working days from the date of dispatch. We ask that such time is allowed before contacting Customer Services and reporting your order missing due to Royal Mail postal regulations.
For International Express deliveries, please follow the steps on your Dispatch email to track your order.
For International Saver deliveries, please note that a package cannot be treated as missing until 20 working days have elapsed from day of dispatch.
These are International Postal Services procedures which we are forced to adhere with. If you require your items urgently it is advised that you re-order them through our website.
In the meantime, we strongly recommend that you contact your national postal services, local delivery/post office to check if your package is being held for you. Unfortunately, in our experience, calling/notification cards are not always left if the postal services missed you on the first delivery attempt.
- Q How will Royal Mail’s Delivery to Neighbour program affect my delivery?
Following a consultation exercise, the communications regulator OFCOM has granted permission to Royal Mail to leave items with a neighbour should nobody be at home at the time of an attempted delivery.
Therefore, from Monday 1 October, items sent by our UK Saver and UK Tracked service may be left with your neighbour if you are not available to take delivery of the item. In this situation, a standard Royal Mail Calling Card would be posted at your address advising you of where the parcel has been left.
Items will not be left with a neighbour should either you or your neighbour have opted out of the scheme (please note that participation in the scheme is on an opt-out basis). If you have any further queries regarding this please see Royal Mail’s website at http://www.royalmail.com/delivery-to-neighbour or contact Royal Mail directly.
- Q How do I return an item to BeautyBay.com?
If for any reason you are dissatisfied with your purchase, you may return any unopened and unused items to us within 14 days of receipt.
All packaging and/or cellophane wrapping and tamper resistant seals must be intact; otherwise the item will be considered unfit for re-sale and will not be accepted by our returns department.
To qualify for a FREE RETURN*, please follow the procedure below.
- Please notify us of your intent to return using the contact form below or by emailing us at email@example.com and we will send you a pre-paid returns label. Your email should contain all references that are on your receipt together will a full explanation of your reason for returning the goods. You should also advise us whether you’d like an alternative product/replacement or a refund (Any returns received without prior notice may be delayed in being processed).
- Goods must be returned in its original packaging with any seals intact and in a saleable condition. Please also enclose the original receipt with the parcel.
- Re-package the parcel using strong packaging and ensure it is sealed securely.
- Take the parcel to your local Post Office and request a proof of postage. Without this, you will be unable to make a claim, should the parcel go missing. (Please note: BeautyBay.com will not be liable for lost returns.)
- Please return your item to:
PO Box 518
* Free returns are only for parcels being returned in the UK. Once you've notified us of your intent to return the goods, we'll e-mail you a pre-paid returns address label to affix on the parcel to be returned.
For orders outside the UK, please follow the above procedure but please pay the appropriate shipping costs and affix the label provided with your receipt. Any underpaid returns will not be processed.
Please note: BeautyBay.com will only reimburse the cost of the products and not any postage or shipping fees.
- Q Have you received the packaged I have returned?
Please allow up to 14 working days for action of your return.
If 14 working days have passed since you posted a returns package to us, please get in touch using the contact form below.
- Q How do I return a faulty ghd or Corioliss hair straightener?
All ghd IV hair straighteners are covered by a 24 month manufacturer's warranty, held by Jemella Ltd. The warranty entitles you to a repair or replacement of your faulty product.
Please return them with a proof of purchase and covering note explaining the nature of the fault to:Jemella Ltd
PO Box 397
If you have any queries, please contact Jemella customer services on 08453 301 133.
All Corioliss electrical products are covered by a 12 month manufacturer’s warranty, held by Corioliss Ltd. The warranty entitles you to a repair or replacement of your faulty product.
Please return them with a proof of purchase and covering note explaining the nature of the fault to:Corioliss Customer Care
Dolphin Enterprise Centre
Shoreham By Sea
If you have any queries, please contact Corioliss customer services on 01273 726 161.
We strongly recommend that all returns are sent via recorded delivery to ensure safe delivery.
- Q Which payment methods and currencies are accepted?
BeautyBay.com will accept payment by the following credit and debit cards:
Visa, Visa Debit, Delta, MasterCard, Maestro, Switch, American Express, and Visa Electron.
All charges will be made in Pounds Sterling and this will be displayed clearly at the checkout before payment and on the order confirmation email
If you have selected to view prices in a different currency (ie Euros, US$ etc) then the general exchange rate for the day will be displayed.
Please note that BeautyBay.com has no control over the rates used by your card issuer or bank and there may be slight variations due their exchange rates used.
At the checkout page you will see ‘ *Please note, we will debit your card with £’ followed by the price in pounds sterling.
If you have any questions or queries, please contact our customers services team before placing an order.
- Q How do I recycle my old electrical item when I replace it with one from BeautyBay.com?
Waste Electrical or Electronic Equipment (WEEE) can be recycled at most local council run waste depots throughout the country that have been upgraded to include DCF (Designated Collection Facilities), just take your items and dispose of them in the relevant section or speak to staff there who will ensure that items are disposed of responsibly in a way that does not affect the environment. There is no charge for this service. To find your nearest depot (DCF) contact your local council or visit recycling websites like 'recycle-more.co.uk' or 'recyclenow.co.uk'. Unwanted electrical equipment is the UKs fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health. To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin. The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take-back scheme must as a minimum offer all customers buying new electrical equipment free take back of their old electricals on a 'like-for-like basis'. You can return your ‘like for like’ items to us and we will arrange for them to be correctly disposed of - just contact customer services after you have received your new electrical item, advising of your order number and we will send you details of how to return them to us. To help you identify WEEE items, the product will be marked with the crossed out wheelie bin logo. If you have not been supplied with a new electrical item by Beautybay, please contact your local council DCF waste depot or review the websites listed above, to assist you in disposing of any WEEE items you may have.
- Q How do I return a faulty Parlux or Slendertone item?
All PARLUX electrical products are covered by a 6 month manufacturer’s warranty, held by Hair Tools Ltd. The warranty entitles you to a repair or replacement of your faulty product.
Please return them with a proof of purchase and covering note explaining the nature of the fault to:Hair Tools Ltd
Head Jog House
Please contact Hair Tools customer services on +44(0)1924 466 999 to arrange the return, they will advise if you will need to include anything else.
Under the Terms of the product warranty, all returns should be arranged directly with Slendertone, who will then facilitate a repair/replacement as appropriate.
Please therefore contact Slendertone Customer Services directly on 0845 070 7777 (from within the UK) or on +353 94 902 9936 (from all other areas) who will be happy to guide you further in arranging this.
Should you require any further information or assistance, please do not hesitate to contact us on the below details…
We strongly recommend that all returns are sent via recorded delivery to ensure safe delivery.
- Q What is BeautyBay.com Premier?
BeautyBay.com Premier is a new optional service that gives you even better value. Priced at £1.50, it offers faster dispatch of your order from the BeautyBay.com warehouse. You'll also receive a FREE deluxe sample with your order - theis will vary each day and represents the best of beauty from BeautyBay.com.
If you select NEXT DAY or INTERNATIONAL EXPRESS delivery you will be automatically upgraded to Premier for FREE!
- Q Which brands are excluded from Discount Codes & Promotions?
If you receive a discount code to use on BeautyBay.com, it will not be valid for use on electrical items and any products from the Stila or bareMinerals ranges.
We reserve the right to edit, cancel or change discount codes and their exclusions at any time.
Need to get in touch?
If your question has not been answered, please complete our online customer services form.
Open 9.00am- 5.00pm
Monday - Friday (Excluding UK Bank Holidays)
PO Box 518
UK: 0161 848 4480
Outside UK: +44 161 848 4480
UK: 0161 848 7847
Outside UK: +44 161 848 7847