🚫 Why has my order been cancelled?
We know it’s disappointing when an order doesn't go through. If you’ve received a cancellation email, it’s usually for one of the following reasons:
1. Security & Identity Checks
To protect our customers, every order undergoes automated security screening. An order may be cancelled if it doesn't meet our safety criteria. To ensure your next order is successful, please check:
Billing Address: This must exactly match the address registered to your payment card.
3D Secure Authentication: Ensure you complete the Visa Secure or Mastercard Identity Check (often a notification on your banking app or a code sent to your phone).
Payment Details: If using PayPal or Apple Pay, ensure your account information is up to date and matches your delivery details where possible.
2. Fair Use & Resale Policy
BEAUTY BAY products are for personal use only and are not for re-sale or professional distribution.
Quantity Limits: To ensure all our customers have a chance to shop our most popular hauls, we may restrict orders to a maximum of 5 pieces of any individual product.
Resale Suspicion: We reserve the right to cancel orders that appear to be for commercial distribution.
3. Duplicate Orders
If our system detects two identical orders placed within a very short timeframe, we may automatically cancel one to prevent you from being charged twice for the same items.
4. Freight Forwarding Addresses
For insurance and global shipping compliance reasons, we cannot deliver to freight forwarding businesses or "shop and ship" hubs. Orders must be sent to a valid residential or business address.
