I've ordered a handful of times from them, and their "next day" delivery always takes up to a week as they use Hermes. In this most recent order its been a week and all they can say is that they're waiting to hear back from Hermes. Customer service is generally helpful; however I've rated one star as their Twitter team are so rude! After sending two DMs I got a reply from somebody called Hannah, saying "Please be aware that this is not an instant messaging service." In my opinion there's no need to be rude or snarky, particularly when dealing with a frustrated customer who hasn't received the items or service they paid for! As a result of Hannah's poor attitude it's sadly unlikely I'll bother shopping with Beauty Bay again. :(