This company is hit and miss. 50% of orders are processed and delivered in a reasonable manner. The other 50% of orders either arrive opened, damaged, repackaged by Hermes or not at all. BeautyBay do not respond to any communication when it is of a negative content. If you give them a glowing response, they are all over you like a rash. However, attempting to get refunds for goods & services not provided (fraud) is impossible. So legal action and the fraud team from the bank have to get involved. For makeup of all things, this shouldn't be stressful. There are far more important things going on in the world than BeautyBay and their inability to communicate, and they're shoddy contract with the worse courier service in the UK. Southampton depot for Hermes are renowned for stealing parcels (hence why some arrive opened, bashed and repackaged - the contents obviously aren't of interest to the thief). Why BeautyBay wishes to solely use a company with such bad reputation is beyond us. Or maybe it is because they are trading in the same manner. BeautyBay need to step up their game, trade legally, put their customer service team on training courses, and have a bid manager put out for contracts with reputable trustworthy courier services based in the UK at least. This is not too much to ask, this purely falls under the Consumers Right Act and Trading Standards, something neither company seem capable of doing. The only option to order some of these products is to buy them directly from the US and just realise that we will have to pay Customs & VAT charges. In this day and age you'd think companies would be doing everything they can to be the best they can be. Word of mouth, social media, platforms such as this can be extremely damaging to their reputation, leading to loss in business etc. We don't expect to hear from either company, so the legal road it will be... Our advice, don't use BeautyBay. If you want any products, i.e. Jeffree Star or Anastasia then go via Beautylish.com They absolve the import charge into the shipping cost, and it doesn't come too much.