Frequently Asked Questions
In order to provide easier access to information by our customers, we have listed some of the common questions we receive. However, Beauty Wellbeing Customer Service is always ready to help and can be reached at any time via e-mail.
Shipping and Delivery
What are the shipping costs?
Shipping is FREE on all US Standard Delivery orders.
Click here to see our shipping charges for Express Delivery is USA, or if you are purchasing from the UK or Australia.
How long will it take to get my order?
Once we receive your payment, your order is usually dispatched within 24 hours.
Please check the stock availability notice on your item when placing your order. If the item is: In stock, it is usually dispatched within 24 hours.
You will receive an email notification once it ships with a tracking code that you can use to check your order status.
What if my order hasn't arrived after 14 postal days?
All information supplied to us by the postal services is automatically updated in our online tracking service.
If your order has not been delivered within the expected delivery time, please contact us using the postal reference number provided in your shipping status email. We will gladly follow up on your behalf.
How will I know when my order has been shipped?
After placing your order, an e-mail confirmation will automatically be sent to you with your unique order number.
Please add our e-mail to your address book, or ensure you have disabled any spam filters you may have so that our e-mails can be received.
An email will also be sent to you when your order has been shipped which will have the date and reference number for your package. Orders are shipped within 24 hours after the order has been placed.
Returns and Exchanges
To learn more please see our Returns Policy.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online message center or by sending us an email to email@example.com. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact us. Please provide details of the fault and where possible attach pictures to your message.
How do I arrange a return?
Please contact our Customer Service team to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorization and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item via refund or via Paypal.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Note that there is a 20% restocking fee for all returns and this fee may increase if the item is not received in its original condition. Please ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Please note that we do not accept international delivery refunds (UK, Australia) at this stage.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error: 1) if we sent you the wrong item; 2) if the item is damaged or faulty.
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
Please note that there is a 20% restocking fee for all returns and this fee may increase if the item is not received in its original condition.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about it. Our aim is to resolve the matter for you as quickly as possible. Please email us here.