We offer two delivery services to Italy:

• Tracked - Estimated delivery: 2–4 working days after dispatch
  
• Express - Estimated delivery: 1–2 working days after dispatch
  

Important notes:

• Delivery timeframes are working days only (no weekends or public holidays)
• Deliveries operate Monday to Friday
• A tracking link is sent by email once dispatched
• Orders ship from the UK and may be delayed by customs checks
• If customs hold your parcel, you’ll need to contact them directly
• Full delivery info is available in our delivery section.

All orders are shipped from the UK. Since the UK left the EU (1 January 2021), customs rules apply to EU shipments.

Orders under 150 EUR
The price shown at checkout is the final price you pay. These orders are shipped Delivery Duty Paid (DDP), meaning duties are covered.
Customs checks may still cause delays this is outside of our control.

Orders over 150 EUR
Customs fees may apply. You’ll be contacted by the courier or your local customs office if payment is required.
These charges must be paid by you before delivery can take place.

BEAUTY BAY cannot cover or refund customs fees.

We aim to deliver within the stated timeframes, but delays can occasionally occur during transit or customs processing, and these are outside of our control. We’ll always do our best to help resolve any issues.

If your order has not arrived, please contact our Customer Service team at customer.services@beautybay.com within 30 days of dispatch.

There are no current disruptions to service

We process orders fast, so cancellations or delivery address changes are only possible within a short window and cannot be guaranteed. To request this, please contact our Customer Services team by email as soon as possible.

If your order has already been picked, packed, or you’ve received a dispatch confirmation, we’re unable to make any changes or cancel it.

Please ensure your delivery details are correct at checkout. If an incorrect address is provided and the parcel is dispatched, we cannot take responsibility if it cannot be retrieved or returned.

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

If you’re not happy with your order, you can return unopened, unused items within 30 days of receiving them. All packaging, seals, and wrapping must be intact. Any damaged or opened items can’t be accepted.

How to return

1. Contact us via email with your Order Reference Number and reason for return
   
2. We’ll issue a Returns Authorisation Number and instructions.
   
3. Ensure items are in original packaging and resaleable condition.
   
4. Return via your national postal service only (couriers aren’t accepted).
   
5. Include your dispatch note/receipt and obtain proof of postage as we can’t cover missing returns.
   

Return address:
Beauty Bay Ltd. Returns Department
PO Box 518
Manchester
M5 0BN
UNITED KINGDOM

Refunds cover the product cost only. The return postage and original shipping fees are non-refundable.

Here at BEAUTY BAY, we are confident in the quality of our By BEAUTY BAY Own Brand products but if you are not satisfied for any reason with your product, we have the By BEAUTY BAY 100% Obsessed Promise. This gives you 60 days to return the product for a full refund of the price you paid at the time of purchase (minus delivery costs), subject to the terms and conditions below.

The By BEAUTY BAY 100% Obsessed Promise is in addition to and does not replace your statutory rights and/or your rights pursuant to clauses 10 and 11 of our full terms and conditions of sale which continue to apply to your purchase from BEAUTY BAY.

What if the Product has been used?

It doesn’t matter, if you are not satisfied, no matter how much you have used you can get your money back provided you satisfy the

Refunds are processed within 14 days from when we receive the item(s).

Our Customer Services team is available Monday to Friday, 9am–5pm GMT (excluding Saturdays).

You can contact us via email at customer.services@beautybay.com. Please include all relevant information about your order, including images or videos if needed. To ensure a quick response, avoid sending multiple emails, as this can delay your reply.

If you prefer to contact us by post, our address is available under the Postal Details tab. All replies will be sent via email, so please include your email address.

Please note: We do not offer telephone support.

1. 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.
2. 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.
3. 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.
4. 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)

If you wish to contact us by post, please use the following address:

Customer Services

C/O Beauty Bay Limited

Level 12, 5 Exchange Quay

Manchester, M5 3EF

England