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Review: Beautybay (beautybay.com) my experience.

As many of you may know I’m an online shopping addict at heart. Especially from international places because I love to get a good bargain and refuse to pay the marked up prices here in Australia.  Black Friday approached and a 20% off deal on November 23rd 2012 plus the significant price difference and product availability compared to Australia was to good to pass up.

November 23rd:

Made my order online containing Christmas gifts.  A few hair tools (hot rollers, hair brushes, etc) which I had ordered to be gift wrapped. So that it would get to me in time for Christmas I also paid for the Premier/express shipping service. I paid for it straight away using PayPal and received my confirmation email on the same day.

November 24th:

Receive an email from Beautybay confirming that my order had been dispatched.

December 19th:

Contact Beautybay’s customer service in regards to not yet receiving my order, starting to get worried it won’t arrive in time for Christmas, receive confirmation email to say they have received my query. Receive the following (seems auto-generated) email from them: (After the email check with the local post office to make sure there hasn’t been an error and see whether they have the order sitting there, they do not. File a dispute with PayPal for non-delivery)

Thank you for contacting BeautyBay.

We’re sorry to hear that you have not yet received your order.

Delivery normally takes between 1-7 working days from the date of dispatch, however on rare occasions there can unfortunately be slight delays in transit that are beyond our control, such as customs or regional postal service delays.

Please be assured that your order is on its way to you and should be with you shortly.

Unfortunately, in our experience, calling/notification cards are not always left if the Postal Services missed you on the first attempted delivery. For this reason, we strongly recommend that you check with your local Post Office/Delivery Depot to see if a package is being held for you.

International orders are sent via Priority Airmail Packet service and do not have a tracking facility (unless notified separately in your Dispatch Confirmation email; such orders are sent using Royal Mail’s International Signed For service with a tracking number which can be tracked at www.royalmail.com).

In all cases, international orders are delivered by your country’s National Post Office.

UK Standard and Saver deliveries are delivered by Royal Mail. There is unfortunately no tracking facility associated with these orders. If you are experiencing a delay, please contact your local Royal Mail Delivery Office who may be holding the parcel for you. 

For further queries regarding deliveries, please see our Frequently Asked Questions at www.beautybay.com/customer-services/

We apologise for any inconvenience which may have been caused by the postal service.

If you do not receive your order soon or you have any further queries please let us know.

Kind regards

Customer Services



December 21st:

Receive the following email from Beautybay customer service:

We are sorry to hear you have still not received your order.

As delivery has still not taken place, we can now proceed with a lost order claim.

Please find attached a lost orders claim form. Please print this form and complete. If you have access to a scanner, you may e-mail this back to us as an attachment, alternatively you can fax or post this back.

Please note that we require a signed copy of the form, otherwise we cannot process the claim. Please check your address on the form for any discrepancies which might have caused this order to have gone missing.

Once received back, we can then proceed with sending out a replacement or issuing you with a refund. Please indicate whether you would like a replacement or a refund by ticking the relevant box on the bottom of the form.

Kind regards

Customer Services


December 29th:

Send then completed lost order claim through email to Beautybay customer service. I requested a replacement of the order.

January 3rd (2013)

Receive confirmation:

Thank you for your return of the completed Lost Orders Claim Form.

We can confirm your request will be processed for you within the next working day. If you have requested a refund, please allow up to 3 working days for the amount to be credited to your account.

If you have requested a replacement order, you will shortly receive an automated e-mail confirming dispatch. Please be advised that, as confirmed in the e-mail, as it is a replacement order, no further charges have been made to your payment card.

Sincere apologies for any inconvenience caused by the loss of your original order.

Kind regards

Customer Services

January 7th:

PayPal dispute has been escalated to a claim.

January 8th:

Have not received an email confirming dispatch. Contact Beautybay to check whether my replacement has been sent.

January 17th:

Receive the following email:

Thank you for your e-mail. 

Please accept our apologies for the delay in dispatching your replacement order and for any subsequent inconvenience this may cause. 

I can confirm that your replacement is due to be dispatched very shortly - you will in due course receive e-mail confirmation of this - please be assured that no further charges have been made to your payment card. 

This has been sent by International Registered Airmail, which is faster compared to regular airmail and comes with a tracking facility. Tracking numbers will be e-mailed to you in your Dispatch Confirmation e-mail. 

We are very sorry for the inconvenience and difficulty you have encountered with this order. 

Should you have any further queries please do not hesitate to contact us. 
Kind regards

Customer Services

January 18th:

Receive a refund from PayPal for the order.

January 19th:

Have not received a tracking number, contact customer service for it.

January 21st:

Receive the following email:

Thank you for your e-mail.


I am pleased to confirm, as you have already been notified, that your replacement was dispatched on 16 January.


I have been advised by our Accounts Department that you have now been provided with a refund in respect of the order following an earlier PayPal dispute. Should you wish to receive the goods, kindly confirm that we may submit a request to recharge your PayPal account for them. In view of the difficulty you have encountered with this order, this would be with a 20% discount on the order price.


Alternatively, should you no longer wish to receive please refuse delivery of the items when Australia Post attempts this to you. This will then trigger the goods’ automatic return to us.


We are sorry for all the inconvenience you have encountered with this order.


Should you have any further queries please do not hesitate to contact me.


Kind regards


Customer Services




January 24th:

Contact Beautybay customer service advising them I will pay for the items once they arrive.


January 29th:

Email customer service as to why I still have not received my parcel. Receive the following email:


Thank you for your e-mail.


We regret to advise that your second parcel has again been returned to us for reasons unknown by the Postal Services. Apologies for any inconvenience caused by this failure on their part.


As previously advised, you have now been refunded by PayPal following the claim you raised with them. Since you have now been refunded, we would now consider the order to be closed.


Should you have any further queries please let me know.


Kind regards


Customer Services



uhh… Customer service if you can even call it that was terrible! I could receive better customer service from a rock.


Would I purchase from Beautybay again? NEVER!


I regularly purchase from international stores and sellers and have never had these types of issues before. It really is ridiculous. A 3 month wait for a package containing beauty products which has never arrived. No tracking number ever given, some emails ignored and a bunch of automated emails.


I’m extremely disappointed. I respect that it was the busy time of year for parcels and business but other companies that I had purchased from on the same date were able to get my parcel here well before Christmas. It’s such a shame, I paid for express shipping and my order wasn’t  small one either.


I really wouldn’t recommend Beautybay and I think that if you are looking for speedy delivery (or delivery at all) I wouldn’t purchase from them. I am just extremely grateful that I purchased with PayPal and was able to get my money back.

UPDATE: I made an order from lookfantastic.com on the 5th of February, consisting of the exact same items. It arrived all in one piece on the 15th of February which is super speedy international delivery and I would recommend them.

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