Help & FAQs

Most Commonly Asked Questions

How do I register to receive special offers?

When you first sign up to an account you will be asked about your marketing preferences. If you already have an account and opted out back now want to receive these, all you need to do is log into your account and click on the "Marketing Preferences" tab and turn them on

Why is my discount code not working?

We're sorry your discount code isn't working. There can be a few reasons for this including the minimum requirements not being met or excluded items being in your basket. For more information on what brands/items are excluded please see our promotions section below

How can I track my order?

You can track your order by entering your haul number into the tracking bar on the right hand side of this page. Alternatively, you will have a track your haul button on the dispatch email you will have received from us

What is your returns policy?

We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us. All we ask is that you organise your return within 30 days of receipt and make sure the products have not been opened and all seals are intact. For more information please see our returns section below

Can I amend my order?

Unfortunately, once an order has been placed we're unable to amend any of the items. If your haul has been dispatched please see our returns section below.

If you have made a mistake with the delivery address and our team will endeavour to see what can be done. If the parcel has already been dispatched we can try and request a stop and return with the carrier but this is not guaranteed.

How do I cancel my order?

We're sorry to hear you would like to cancel your order. We pride ourselves on packing and dispatching orders as quickly as possible and as such there is a very limited time after you have placed an order that we may be able to cancel this for you. If you would like to cancel then please contact us by clicking on the "Send us a message" tap to the right of this page and select "Cancel My Haul".

If we're unable to cancel your order, you can return your haul once it has been delivered. Please see our returns section below for more information

I have an issue with my order. What shall I do?

We're sorry that there's an issue with your haul. Our Customer Services Team are always happy to help you with any issues. To contact them, click on the "Send us a message" tab on the right of this page. Please ensure to select the right option for your message and please include as much information as possible.

How do I make a complaint?

We're sorry to hear that you would like to make a complaint. To do this please contact our Customer Services Team by clicking on the "Send us a message" tab on the right of this page. To see our full complaints process click on the "How do I make a complaint" section below.

Can I leave a review about my experience?

We love to hear from all customers! You can leave a review about your experience on Trustpilot by clicking the following link: Beauty Bay Trustpilot

Orders & Delivery

Delivery Options (England/Scotland/Wales)

We offer 3 different options (postcode restrictions may apply):

Next Day Delivery - Delivered 6 days a week (excluding Sundays & Bank Holidays). Please see our delivery page for cut-off times
Tracked Delivery - Delivered 1 to 3 days following dispatch, Monday to Saturday (excluding bank holidays)
Click & Collect - Delivered 1 to 3 days following dispatch, Monday to Saturday (excluding bank holidays)

All of our deliveries are carried our by our courier partner Evri. Tracking is available on both our website and theirs, however, for the best experience, we recommend downloading the Evri app: https://www.evri.com/our-services/mobile-app

For all home deliveries, should you not be available to accept the delivery, Evri operates a safe place policy, meaning that the parcel may be left with a neighbour or in safe location at the delivery address. For orders over £120, please see the "Orders over £120" tab.

Delivery Options (Northern Ireland)

We offer 2 different options (postcode restrictions may apply):

Tracked Delivery - Delivered 1 to 3 days following dispatch, Monday to Friday (excluding bank holidays)
Click & Collect - Delivered 1 to 3 days following dispatch, Monday to Saturday (excluding bank holidays)

Hauls over £120

For all orders over £120, delivery will be attempted at the address provided at point of order. A person aged 18 or over must be present at the property to accept delivery. If there is no answer at the property, EVRi will re-attempt the delivery on a further 2 occasions.

If on the third occasion there is still no answer at the property, the parcel will be returned to us and the haul refunded. Once EVRi have started to process the return of the parcel we are unable to change this and a new order will need to be placed.

To avoid any disappointment, if you're not going to be in for your delivery, then we recommend diverting the parcel to your closest Parcel Shop. You can do this through the EVRi app.

Postcode Restrictions

Orders to certain postcode areas can take 1-2 days longer to arrive. These areas include Highlands & Islands, Northern Ireland, Isle of Man, Jersey, Guernsey & BFPO addresses.

AB AB10, AB11, AB12, AB13, AB14, AB15, AB16, AB21, AB22, AB23, AB24, AB25, AB30, AB31, AB32, AB33, AB34, AB35, AB36, AB37, AB38, AB39, AB41, AB42, AB43, AB44, AB45, AB51, AB52, AB53, AB54, AB55, AB56

BT All Postcodes.

Deliveries are made Monday to Friday (excluding Bank Holidays).

FK FK18, FK19

GY GY1, GY2, GY3, GY4, GY5, GY6, GY7, GY8, GY9

HS HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9

IM IM1, IM2, IM3, IM4, IM5, IM6, IM7, IM8, IM86, IM87, IM9, IM98, IM99

IOM All postcodes

IV IV1, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV2, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV3, IV30, IV31, IV32, IV33, IV34, IV35, IV36, IV37, IV38, IV39, IV4, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV5, IV50, IV51, IV52, IV53, IV54, IV55, IV56, IV6, IV63, IV7, IV8, IV9

JE JE1, JE2, JE3, JE4

KA KA27, KA28

KW KW1, KW10, KW11, KW12, KW13, KW14, KW15, KW16, KW17, KW2, KW3, KW4, KW5, KW6, KW7, KW8, KW9

PA PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA40, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA87, PA88

PH PH17, PH18, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44, PH49, PH50

TR TR21, TR22, TR23, TR24, TR25

ZE ZE1, ZE2, ZE3

Tracking my haul

We've made being able to track your haul as simple as possible with several ways to be able to do it!

The best way to keep fully up to date is to download the EVRi app. You'll be able to see real time tracking updates. On top of this you can leave special instructions like a safe place for your driver or even divert your parcel to a local Parcel Shop if you're not going to be in.

Other ways to track your haul include using the search bar on the right hand side of this page, entering your haul number and then clicking on the "Track Haul" button. Or, you can track your haul here.

All the details you need to track your haul, can be found in your dispatch email.

If for any reason you do not receive your delivery, please contact our friendly customer services team using the 'Send us a message' form and they'll be able to assist.

I have a problem with my order

In the unfortunate and rare case that you have a problem with your order, do not worry we are here to help!

There can be several scenarios where you need to speak with us including:

Missing item(s)
Wrong item(s)
Damaged item(s)
Faulty item(s)

For any of the above, please contact us within a reasonable timeframe to report the issue to ensure we can best assist.

The best way to do this is by using our Beauty Bay Help Bot which should pop up in the bottom right-hand corner of the page. The bot will ensure to take all of the relevant details. Please ensure to include as much information as possible and to provide images or videos as relevant as these will be needed. We will then be back in touch to resolve!

Service Updates

Please be advised that from Friday 20th June until Monday 23rd June, there will be limited availability for Next Day Delivery and as such you may not be presented with the option at checkout. This is due to a stock count within our warehouse operation. We apologise for any inconvenience this causes and will have full next day availability for yours hauls as quickly as possible.

TikTok Shop

Any orders placed on the TikTok platform will be subject to TikTok's terms and conditions.

All orders placed through TikTok will be shipped within 5 days of purchase on our 'UK Tracked' delivery service.

If you wish to cancel an order placed through TikTok, this will need to be requested from within the TikTok shop section, on the TikTok app. Please note, once an order has been dispatched, it will not be possible for the order to be cancelled.

From the point of dispatch, all deliveries will be made in no more than 14 days. If you have not received your order within this timeframe or you encounter any issues receiving your order, please raise this within the TikTok shop section, via the app.

Once an order has been received, you will have 14 days from the point of delivery, to make us aware of any issues with your goods. Please raise this via TikTok shop, within the app. *Important* Please note that if you do not notify us within 14 days of the goods being delivered, we will not be able to process a refund.

If you require any assistance regarding a TikTok order, this must be done via the TikTok app. Our customer services team will not be able to assist you with a query unless via the app.

Cancellations & Returns

Your cancellation rights

If you are contracting with us as a UK or EU consumer online, you have a legal right to cancel your contract at any time up to 14 days after the day on which you received the goods you ordered. This excludes personalised items, which cannot be returned or exchanged unless faulty and cosmetic products which can only be returned if the seal is intact.

Notification of the cancellation must be received in writing within 14 days; starting from the day after the goods are received.

We will refund the cost of the item(s) ordered and, in addition to this, any paid delivery charge. Please note that the delivery charge refund will be to the value of standard delivery. You will be responsible for covering the costs of returning the goods. Goods must be returned in their original packaging, unused and in saleable condition. This must include all hygiene seals being intact including those on cosmetic goods.

This cancellation right is separate to our Beauty Bay returns policy. This is only a short summary so please read our Terms and Conditions for full information at https://www.beautybay.com/s/terms-and-conditions/

I’d like to cancel my haul

Our aim is to process and pack your order as soon as possible to get it on its way to you.

There is a very limited amount of time after an order has been placed where we may be able to cancel your order but this is not guaranteed.

If your order has been picked and packed in our warehouse, or if you have received your dispatch email then unfortunately we will not be able to cancel the order at that stage.

If you wish to cancel an order, contact us via the contact us form below, selecting 'Cancel my order' as the reason and we will do our best to action this for you. Please do not use the chatbot for any cancellation or amendment requests.

We have cancelled your order

If you have received an email advising that your order has been cancelled it could be for one of the following reasons:

The order has failed security checks. We perform security checks on every order that is placed with us. If an order does not meet the criteria required for an order to be deemed as genuine then it will be cancelled. To make sure your order passes our security checks, please ensure the correct billing information is provided at checkout, this includes:

Billing address that is registered to the card being used
Verified by Visa- Correct password is entered
SecureCode by Mastercard- Correct pin code is entered
PayPal email address matches the information provided

The order is deemed as retail. Products purchased from Beauty Bay are not for re-sale or distribution. Beauty Bay can, at its sole discretion, restrict ordering to a maximum of 5 pieces of any individual products and reserve the right to cancel any orders which are suspected as being purchased for re-sale or distribution.

The system has detected a duplicate order. If a duplicate order comes through within a short space of time of the first order being placed, this may be cancelled.

The order is being delivered to a freight forwarding address. We cannot accept orders being delivered to a freight forwarding business for parcel insurance reasons.

Damaged/Faulty Items

In the unfortunate event that your order arrives damaged or faulty please alert our customer services team immediately and they will be able to assist.

We will require as much much information as possible and images or videos of the issue in question.

For damaged items, it is essential that these are reported at the earliest opportunity to ensure we can help. If the report is outside of a reasonable timeframe, we won't be able to offer a refund.

We do not offer replacements and as such any items that are returned will be refunded and a new order will need to be placed.

Returns Process

If you're not happy with your purchase, you can return any unopened and unused items within 30 days. Please note, our BY BEAUTY BAY Money Back Guarantee returns aren’t covered by our free UK returns service, so check our Terms and Conditions for more details. Here’s what to do:

Contact us via our contact form on our FAQ page to request a return.
We’ll confirm your return and send instructions for a free return with EVRI.
Ensure the items are unused, in original packaging, with seals intact.

For returns:

Drop off at one of 9000+ EVRI ParcelShops, lockers, or request a courier collection.
Package the items securely and include a note with your order number.
Print your label at home or with a Print ParcelShop device, available at most ParcelShops. For locker drop-offs and courier collections, you’ll need to print the returns label at home.

Remember to request proof of postage to avoid issues in case your parcel goes missing. Once we get your return, we’ll refund within 14 days, but please note shipping fees aren’t refunded.

If you have any questions, we’re here to help!

Payments

Which payment methods are available?

BEAUTY BAY will accept payment by the following credit and debit cards:

Visa, Visa Debit, Delta, MasterCard, Maestro, Switch, American Express, Visa Electron, Apple Pay and Carte Bancaire.

All charges will be made in the currency clearly displayed in the summary section at checkout and on the order confirmation email. You can also pay via PayPal for the following countries:

Austria
Belgium
China
Croatia
Denmark
Finland
France
Germany
Greece
Hong Kong
Hungary
Ireland
Israel
Italy
Japan
Malaysia
Netherlands
Norway
Poland
Portugal
Singapore
Slovakia
Spain
Switzerland
Taiwan
Thailand
United Kingdom
United states

Klarna is also available for the following countries:

UK
Germany
Denmark
Finland
Sweden
Netherlands
Austria
Norway
USA

For more information on this payment option, please see here.

Clearpay is as payment option for the following countries:

If you have any questions or queries, please contact our Customer Service team using the contact form below, before placing an order.

Gift Cards

BEAUTY BAY Gift Cards are now available in a value of your choice (between £10-£500 per card).

The Gift Card can either be emailed to the person who makes the purchase, and this can then be printed out as a foldable card, or the gift card can be emailed directly to the receiver.

Gift Cards are currently only available to purchase in GBP for use within the UK. If purchasing in a different currency, your Gift Card balance is subject to exchange rate fluctuations between purchase and redemption.

Please note that Gift Cards cannot be used for orders outside of the UK.

Currently, Gift Cards can only be sent via email and must be redeemed within 12 months of their purchase date. A Gift Card email will be delivered within minutes, but please be aware that they cannot be redeemed on site for 48 hours from their purchase date.

Additionally, please be aware that it will take up to 48 hours after you register the Gift Card before it can be used against a purchase. This is simply an anti-fraud measure.

You must have a registered account with BEAUTY BAY to redeem the gift card. If you don't have an account yet, you can register for one HERE.

As part of your Gift Card, you will receive a 16-digit Claim code and 8-digit Pin number. This will be on the PDF file if you have selected the printable option or will be included in the email if you have selected the direct email option.

Please note Gift Cards are not refundable.

To redeem the Gift Card:

1. Log in to your BEAUTY BAY account and select "Gift Cards" from the menu on the left, and then "Register a New Gift Card"

2. Enter the 16-digit Claim code and 8-digit Pin number, then click "Add Card"

3. The Gift Card balance will then be visible in your account and following 48 hours will then be available to use.

4. When making a purchase, you will be offered the option to use your Gift Card balance at checkout alongside your other payment methods. You do not have to use the Gift Card balance to pay for items, this can be saved for later purchases. If your Gift Card balance does not cover the cost of the item(s) being purchased, you can pay for the remaining amount via credit/debit card or PayPal (if available).

5. Any remaining Gift card Balance can be viewed in your account under "Gift Cards".

Klarna

1. WHAT IS PAY LATER WITH KLARNA?

Shop now. Pay over time with Klarna. Klarna gives you 30 days* to pay once your order has been shipped. Minimum spend £40

*30 days payment is UK only, 14 days all other countries.

2. HOW DO I USE PAY LATER WITH KLARNA?

1. Find something you love at Beauty Bay, add it to your bag and go to checkout.

2. Select Pay Later with Klarna as your payment method - no need to create a Klarna account. TIP: Just tap ‘Change' under payment type and then ‘Add New Payment Method'.

3. Place your order and you’re done. Once despatched you’ll have 30 days* to pay Klarna. TIP: If you return any items on your order your Klarna statement will be updated.

3. BENEFITS OF PAY LATER WITH KLARNA

- All orders shipped straight away

- Pay for your order within 30 days* after it's been shipped

- Klarna will contact you via email with instructions on how to pay

4. SPREAD THE COST OF YOUR ORDER WITH INTEREST-FREE INSTALMENTS* Currently only available in the UK and USA only.

UK - You can spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed and instalments 2 and 3 are scheduled 30 and 60 days later.

“Klarna’s Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply https://www.klarna.com/uk/terms-and-conditions/”

USA - You can spread the cost of your purchase over 4 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed and instalments 2, 3 and 4 are scheduled 14, 28 and 42 days later. Minimum spend $35

*CA resident loans made or arranged pursuant to a California Financing Law license. Monthly financing through Klarna issued by WebBank, member FDIC.

5. ALL YOU NEED TO GET STARTED

- To be 18 years of age or over If you have any trouble placing an order with Klarna, it could be due to one of the following reasons: - Klarna may have rejected your application to pay on account. We'd recommend choosing another type or payment or placing an order for a smaller amount. - You may have outstanding payments on previous Klarna invoices. - You may have missed a required field at the checkout, such as filling in your Date of Birth. Please note that Klarna are an independent payment company and Beauty Bay have no influence over whether your payment with Klarna is accepted or not. If you have any trouble with your order, please contact Klarna Customer Service.

6. FAQs

- You have 30 days* to pay

- Zero interest if you pay within 30 days*

- You must be 18. Subject to financial circumstances.

- No account sign-up required

- No credit application

- Receive your Beauty Bay order first, pay later

- Klarna will email payment instructions to you

- Select “Pay later with Klarna” at the checkout

If you have any further questions about Klarna, you can contact Klarna directly or alternatively you can contact us at customer.services@beautybay.com

Clearpay

1. WHAT IS CLEARPAY?

Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply). Please use Clearpay responsibly.

The service is provided by Clearpay Finance Ltd. Clearpay Plans are not regulated by the Financial Conduct Authority.

2. HOW DO I USE CLEARPAY?

Just shop on Merchant Site and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa, Mastercard or Amex).

If you've used Clearpay before, just log in to your Clearpay account.

Then complete your order!

3. WHERE CAN I USE CLEARPAY?

Take a look at the Clearpay Shop Directory to check out our amazing partners where you can use Clearpay.

4. WHO CAN USE CLEARPAY?

Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.

Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.

Other eligibility criteria apply. See Clearpay Terms of Service for further details.

5. HOW DOES THE CLEARPAY PAYMENT SCHEDULE WORK?

Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase.

If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.

You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.

6. WHAT IF I CAN'T PAY A CLEARPAY INSTALMENT?

If you cannot make a payment, please contact Clearpay here.

As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.

Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £24, whichever is less.

Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.

7. WHEN WILL MY ITEMS BE DELIVERED IF I USE CLEARPAY?

Clearpay orders are delivered within our standard delivery timeframes like any order from BEAUTY BAY.

8. IS THERE A LIMIT TO HOW MUCH I CAN SPEND ON A SINGLE CLEARPAY TRANSACTION?

Yes, your order value including shipping must be between £0.01 and £1000 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.

9. CAN I USE ANOTHER FORM OF PAYMENT WITH CLEARPAY?

Yes, you may also use a gift card, cash, or a promotional code with Clearpay to pay for your purchase.

10. HOW DO I RETURN OR EXCHANGE AN ITEM PURCHASED WITH CLEARPAY?

Items purchased with Clearpay follow our standard return process.

Please note, refunds for Clearpay purchases will be refunded from BEAUTY BAY to Clearpay. We cannot provide an exchange or cash refund.

When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the merchant has confirmed the receipt of any return goods, you will be liable to continue to make your payments to Clearpay.

You can view the details by logging in to your Clearpay account.

11. WHERE CAN I FIND OUT MORE ABOUT CLEARPAY?

Visit the Clearpay website here for a comprehensive list of FAQs, Clearpay Terms of Service here, and Privacy Policy here.

PayPal Pay in 3

PayPal Pay in 3 is an interest-free loan that lets you split your basket into 3 payments, with the first due at time of purchase and subsequent payments due every month on the same date. It’s a great way to spread the cost of larger items or to cover emergencies, and is a helpful tool to manage your budget more effectively. Please note that Pay in 3 is a form of credit, so carefully consider whether you can afford the repayments and possible impact to your credit score.

For further details on PayPal Pay in 3, click here.

Promotions & Exclusions

Promotion Exclusions

Discounts will be applied to your order when a code has been applied or spend threshold has been met.

Offers are available for a limited time only, whilst stocks last.

Promotions cannot be used when purchasing a gift card or in conjunction with any other offers, discounts, multi-buys or gift with purchases.

Beauty Bay reserves the right to withdraw promotions at any time.

Promotional Codes Must be added to the Shopping Bag before checking out:

Visit the shopping bag page by clicking "Bag"
At the bottom of the page, click "Promo code - Add"
Enter your code and click "Apply Code"

Discount codes cannot be applied retrospectively (i.e. – after an order has been confirmed).

Unless otherwise stated, the following products are excluded from all promotions:

BABYLISS - All products
BABYLISS PRO - All products
Bleach London - All products
Bondi Sands - All products
Brushworks - All products
CeraVe - All products
Clinique - All products
Color Wow - All products
Dermalogica - All products
e.l.f. cosmetics - All products
Estée Lauder - All products
Jeffree Star - All products
HairMax - All products
Holika Holika - All products
Huda Beauty - All products
K18 Hair - All products
MAC Cosmetics - All products
makeup revolution - All products
Maybelline - All products
NYX Professional Makeup - All products
OLAPLEX - All products
Pink Honey - All products
planet revolution - All products
revolution haircare - All products
revolution pro - All products
revolution skincare - All products
SODA - All products
Sol de Janeiro - All products
Sunday Rain - All products
Tanologist - All products
The Ordinary - All products
Too Faced - All products
Umberto G - All products
Urban Decay - All products
WONDERSKIN - All products
XX revolution - All products

For any Customer Service queries please contact customer.services@beautybay.com

Product Review Competition

Enter our prize draw

To be entered into our draw to win the cost of your order back, simply leave a review on any of the products that you have purchased within your BEAUTY BAY order. The prize draw is free to enter, and entrants are only required to submit a qualifying product review to be included in the prize draw. As you have received this email you are eligible for entry.

The prize draw is open worldwide to people aged 18 years or over, except employees of BEAUTY BAY, their families, agents, or any third party directly associated with administration of the prize draw.

What’s a qualifying review?

A qualifying review means that the product being reviewed must be a product purchased by the entrant from BEAUTY BAY. The review should relate only to the product purchased, not to the service provided by us.

What’s involved?

One winner will be selected by random draw performed by a computer process or supervised by an independent person every calendar month and the winner will be contacted via email.

The winner will receive the cost of their order back up to a maximum value of £150 in the form of a refund through the original method of payment within 30 days. The winner will not receive the cost of their delivery back and the refund will be net of any promotional savings or discounts.

If you provide your name and/or age range when submitting your review, they will appear alongside your published review.

Your review should be your honest opinion but please do not submit anything inappropriate or illegal or include any of your personal data you would not want to be published (for example, please don’t include your phone number, address, or any identifiable information). Your review should not infringe the rights of any other third party.

Personal data

We perform different types of processing of personal data in connection with the use of our website/app, your order as customer, and your submission of a product review. Our processing of personal data is in line with our Privacy Policy accessible here Privacy Policy | Beauty Bay

The Legal Bit (our “Product Review Prize Draw Terms and Conditions”)

Entries that do not comply in full with these Terms and Conditions will be disqualified.

To the extent permitted by law, the rights in any review or information content you submit (referred to as the "User-Generated Content" or "UGC") are licensed to us for our non-exclusive use. No royalty payments or any other compensation or fee related to such UGC will be provided. We may freely use and transfer the UGC worldwide on our website, app, social media channels or via other digital or print marketing collateral.

You remain liable for the review you provide. We may decide not to publish a review where a review is deemed inappropriate, illegal, or offensive or may cause harm to others. You warrant that all UGC provided is correct and true (where they state facts) or genuinely held (where they state opinions).

If we receive notice or otherwise become aware that UGC violates current laws, regulatory requirements or is fake or inappropriate, we may delete the UGC without any notice.

The prize for the winner is non-exchangeable, non-transferable, and no cash alternative is offered.

Subject to the winner’s preferences, the winner’s surname and county can be obtained by sending an email to customer.services@beautybay.com within 30 days[BB1] after the end of each calendar month. If you are a winner and object to your surname and county being made available, please notify BEAUTY BAY upon being notified that you are a winner. In such circumstances, BEAUTY BAY may still provide the information and winning entry to a regulatory or oversight body, where required.

Participants are deemed to have accepted and agreed to be bound by these Review Terms and Conditions upon submitting their product review. BEAUTY BAY reserves the right to refuse entry or refuse to award the prize to anyone in breach of these Terms and Conditions or applicable laws. We reserve the right to hold void, cancel, suspend, or amend the prize draw where it becomes reasonably necessary to do so.

Insofar as is permitted by law, BEAUTY BAY, its agents, or distributors will not in any circumstances be responsible or liable to compensate the winner or accept any liability for any loss, damage, personal injury or death occurring as a result of taking up the prize except where it is caused by the negligence of BEAUTY BAY, its agents, or distributors or that of their employees. Your statutory rights are not affected.

The prize draw will be governed by English law and entrants to the prize draw submit to the jurisdiction of the English courts.

Our consumer Terms and Conditions continue to apply Terms and Conditions | Beauty Bay.

The “Promoter” of this prize draw is BEAUTY BAY Limited of Level 12, 5 Exchange Quay, Manchester, M5 3EF.

How do I make a complaint?

Making a Complaint

At Beauty Bay, we strive to provide excellent customer service, but if you feel we have fallen short, our complaints procedure ensures your concerns are handled efficiently.

You may submit a complaint via email or via web form which is available on our Contact Us & FAQ page. We will acknowledge receipt of your complaint within 24 hours. Your reference for the complaint will be your Beauty Bay Haul number.

For more detail, please see our complaints process tab below

Complaints Process

How to Submit a Complaint
You may submit a complaint via email or via web form which is available on our Contact Us & FAQ page. We will acknowledge receipt of your complaint within 24 hours. Your reference for the complaint will be your Beauty Bay Haul number.
Assessment and Response Time
Upon receiving your complaint, our team will review and assess the issue. We aim to provide an initial response and attempt resolution within 48 hours. In cases where further investigation is required, we will keep you informed of the process and provide a final resolution wherever possible within 5 working days.
Escalation Process
If you are not satisfied with the initial response, you may request that your complaint be escalated to a senior member of our team. A Team Manager will review your case and respond with a final decision wherever possible within 3 working days.
Final Resolution
Beauty Bay’s decision following the escalation process is considered final. However, this does not affect your statutory rights under consumer law.

Please note that if you are an EU consumer then any disputes may also be submitted for online resolution to the European Commission Online Dispute Resolution[BB2] platform.

If you paid for your order by credit card you may have additional rights of redress see Financial Ombudsman Service: (financial-ombudsman.org.uk)

Contacting Customer Services

Best ways to reach us

Our Customer Services Team are available 6 days a week excluding Saturdays, 9am till 5pm GMT.

We have several ways of your reaching out to our Customer Services Team:

Beauty Bay Bot - We have a great chat bot that can help you in seconds with whatever you need. Should it not be able to resolve there and then it will take all your details and send these to our team who will then reach out
Web form - This can be found on the right hand side of this page by clicking on the "Send us a message" button. Please ensure to use the correct reason drop down for your query and include as much information as possible
Post - If you would like to write to us then that's not a problem. For our registered address please see our "Postal Address" tab. Please be aware all returned communication will be via email so please ensure to include an email

At Beauty Bay we do not have the facility for you to call in, but our agents are very speedy at replying to any customer queries so don't worry!

Postal Address

If you would like to contact us via post, please use the below details:

Customer Services, C/O Beauty Bay Limited, Level 12, 5 Exchange Quay, Manchester, M5 3EF, England

Haul Pass

What is Haul Pass?

Get unlimited Free Delivery for a whole year!

The Beauty Bay haul pass is valid from 12 months from the date of purchase. Add the haul pass to your next order and receive free delivery for a whole year! You will be able to make as many orders as you like without paying any extra delivery fees. There’s no minimum amount to spend when purchasing the Haul pass, however please note the pass can not be purchased on its own.

When purchasing the pass you can select the delivery method of your preference, however please do be aware Next Day delivery option can be cut off during promotional and busy periods, for further information please check out our Ts & Cs section.

The Haul Pass includes any of the following services:

Next Day delivery
Nominated Day delivery
Tracked
Click & Collect

Haul Pass Ts & Cs

Haul Pass Terms and Conditions

Click here to buy HAUL PASS

By purchasing a Haul Pass you will receive free delivery on all orders placed by you for a 12-month period (from the date you purchase the subscription) to UK delivery addresses, subject to the terms below.

The Haul Pass subscription is sold by Beauty Bay Ltd (company number 06427672) of Level 12, Number 5 Exchange Quay, Manchester, England, M5 3EF (“BEAUTY BAY”, “we”, “us” and “our”).

Terms of Use

You need to be a registered BEAUTY BAY customer to subscribe to Haul Pass.

You must be logged into your BEAUTY BAY account (being the one from which you purchased the Haul Pass) to use your Haul Pass for any order you place.

Your subscription is valid for UK addresses only. You cannot use Haul Pass for delivery to any other country.

Haul Pass is limited to 1 order per day (fair usage).

Haul Pass is for personal consumer use only. Haul Pass is also non-transferable and cannot be transferred to any other BEAUTY BAY account.

Your Haul Pass is not redeemable for cash or any other form of credit.

Cancellation

If you wish to cancel your Haul Pass subscription, please contact our Customer Services team. You will have a 14-day period from purchase of the Haul Pass subscription to cancel and receive a refund for the Haul Pass (minus, where you order the Haul Pass along with other items, the cost of the delivery from your first order).

If you use the Haul Pass during this 14-day period, then an eligible purchase has been made and your subscription cannot be cancelled.

Refund of any sums following cancellation will made to the account/card from which you purchased the Haul Pass within 14 days of you notifying us that you wish to cancel your Haul Pass subscription. Sums cannot be refunded to any other card/account.

Delivery

Subscribing to Haul Pass gives you free delivery options on your qualifying BEAUTY BAY orders including Next Day, Tracked, Nominated Day and Click and Collect services (where available) at checkout although Postcode restrictions apply. Please see below *. BEAUTY BAY’s reserves the following rights in respect of its delivery options and you will not be entitled to cancel your Haul Pass subscription or be entitled to a refund if we need to exercise any of these rights during the term of your Haul Pass subscription:

· Next Day Delivery cut-off times may vary during busy periods.

· BEAUTY BAY reserves the right to remove Next Day delivery during promotional periods or at any other time.

· BEAUTY BAY reserves the right to amend delivery options without notice.

· Delivery is excluded on Public Holidays.

Please also note that BEAUTY BAY can't be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the Delivery Partner.

Delays

We try our hardest to meet all delivery times, but, very occasionally, there may be delays, especially during busy periods (e.g. sale, Black Friday period) but also because of circumstances out of our control such as; postal/carrier delays, traffic delays, logistics, bad weather or if our Delivery Partners are unable to access the delivery address.

We won’t be held liable for any delays or failures to comply with our obligations if the delay or failure arises from any causes beyond our and our Delivery Partners’ reasonable control or during busy periods (e.g. sale, Black Friday period) where delivery times may be extended. This does not affect your statutory rights. We aim to keep you updated and you should be able to track your parcel’s progress via your account or the updates we or our partners send you in respect of your parcel. If you have any other issues, please contact our Customer Service team.

Renewals

A Haul Pass renewal will be available up to 30 days prior to the expiry of your current Haul Pass. Upon purchase, your Haul Pass will be extended by 12 months from the orignal expiration date.

If you wish to cancel your renewal, this will be subject to the same cancellation terms outlined in the 'Cancellation' section above.

Haul Pass renewals will be subject to the same terms and conditions outlined above.

Termination

We may terminate a Haul Pass subscription at any time, and you will be given a prorated refund based on the number of full months left on your subscription. You have no right to terminate your Haul Pass subscription once your cancellation period described above has expired.

It is your responsibility to ensure you use Haul Pass in accordance with these terms and conditions. Any breach or suspected breach will result in the termination of your Haul Pass and no refund will be given.

A refund will not be given if we suspect or discover (in our sole discretion) that your use of Haul Pass:

- Has been in breach of these terms and conditions; and/or

- Has been for business, re-sale or wholesale purposes, or for any purpose other than can be reasonably expected of someone using the service for personal use; and/or

- Involves fraud or misuse or is otherwise detrimental to BEAUTY BAY’s interests.

If we suspect or discover such conduct, we may suspend or terminate a Haul Pass subscription, refuse or cancel order(s) or close or freeze the BEAUTY BAY customer account (and associated accounts) (even if we have previously confirmed an order).

We will try to contact you if this happens, but if this happens to you and you think we’ve made a mistake, please contact our Customer Service Team and they’ll be happy to discuss this with you.

If we suspect or discover that a Haul Pass subscription has been used in breach of these terms and conditions, we have the right to recoup all our direct delivery costs and losses from you.

Changes to Ts & Cs BEAUTY BAY reserves the right to accept or refuse access to Haul Pass and to change any terms and conditions applicable to Haul Pass at our discretion.

You will be informed of any significant changes to these terms and conditions. All other BEAUTY BAY terms and conditions apply any order placed by you to which your Haul Pass applies.

*Postcode restrictions

Unfortunately, we cannot guarantee the delivery timescale to certain postcodes. Please see our Postcode Restrictions article (within Delivery & Shippping) for further information.

Governing Law and Jurisdiction

These terms and conditions are governed and shall be interpreted in accordance with English Law and shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

How do I register to receive special offers?

Why is my discount code not working?

How can I track my order?

What is your returns policy?

Can I amend my order?

How do I cancel my order?

I have an issue with my order. What shall I do?

How do I make a complaint?

Can I leave a review about my experience?

Delivery Options (England/Scotland/Wales)

Delivery Options (Northern Ireland)

Hauls over £120

Postcode Restrictions

Tracking my haul

I have a problem with my order

Service Updates

TikTok Shop

Your cancellation rights

I’d like to cancel my haul

We have cancelled your order

Damaged/Faulty Items

Returns Process

Which payment methods are available?

Gift Cards

Klarna

1. WHAT IS PAY LATER WITH KLARNA?

2. HOW DO I USE PAY LATER WITH KLARNA?

3. BENEFITS OF PAY LATER WITH KLARNA

4. SPREAD THE COST OF YOUR ORDER WITH INTEREST-FREE INSTALMENTS* Currently only available in the UK and USA only.

5. ALL YOU NEED TO GET STARTED

6. FAQs

Clearpay

1. WHAT IS CLEARPAY?

2. HOW DO I USE CLEARPAY?

3. WHERE CAN I USE CLEARPAY?

4. WHO CAN USE CLEARPAY?

5. HOW DOES THE CLEARPAY PAYMENT SCHEDULE WORK?

6. WHAT IF I CAN'T PAY A CLEARPAY INSTALMENT?

7. WHEN WILL MY ITEMS BE DELIVERED IF I USE CLEARPAY?

8. IS THERE A LIMIT TO HOW MUCH I CAN SPEND ON A SINGLE CLEARPAY TRANSACTION?

9. CAN I USE ANOTHER FORM OF PAYMENT WITH CLEARPAY?

10. HOW DO I RETURN OR EXCHANGE AN ITEM PURCHASED WITH CLEARPAY?

11. WHERE CAN I FIND OUT MORE ABOUT CLEARPAY?

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Promotion Exclusions

Product Review Competition

Making a Complaint

Complaints Process

Best ways to reach us

Postal Address

What is Haul Pass?

Haul Pass Ts & Cs

Click here to buy HAUL PASS

Click here to buy HAUL PASS

Where's my haul?

Get in touch

Our address

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