If you have problems with your order then you are basically screwed. I had an order delivered where an expensive exfoliator has spilt all over the parcel, leaving maybe 30% left in the bottle. Three other items were also missing. I emailed several times over a week, spoke to 3 different people, every single one asked me to send photos and then never responded. Eventually they offered me a 40% refund on the exfoliator which obviously isn't acceptable, and asked me to send photos of the box delivered, even though it was 10 days later. At every turn they have been incredibly unhelpful and so frustrating it's made me want to throw my laptop across the room. I would stick with LookFantastic or FeelUnique, who are brilliant at customer service and offer similar deals and discounts. Will never order from BeautyBay again, it's taken years off my life.