Delivery was fast and good. Product was a little disappointing as seemed much thicker but coverage was less effective than previous concealers I have purchased from Rose Inc. have they changed t... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Beauty Bay is my preferred destination for all skincare needs. Their selection of Laneige products is consistently impressive, and their pricing remains highly competitive. The only drawback I have ex... See more
Company replied
I love BB, but they should have a customer service phone number... I contacted them by email last week in order to try and contact the courrier as I cannot track my parcel, and to make it arrive eit... See more
Company replied
My order wasn't delivered at home but to a relay, despite choosing and paying extra to have it delivered directly to me. It's the second time it happens. An eyeshadow was damaged from shipping, which... See more
Company replied
Company details
- Cosmetics Store
- Beauty Product Supplier
- Cosmetics Industry
- Hair Product Store
- Skin Care Clinic
- Wellness Center
Written by the company
BEAUTY BAY's mantra is to share our beauty obsessions with the world. We started out in 1999 as a fragrance retailer before expanding into skincare and cosmetics, introducing some of the big names in beauty to the UK, and establishing ourselves as a key player in the industry. In 2018 we launched our own beauty brand, By BEAUTY BAY, a growing selection of high-quality, affordable, and cruelty-free skincare and makeup products, which is now our top-selling brand on site. As well as showcasing must-have beauty essentials from known and loved brands, we source and create the hard-to-find products you can't find anywhere else - in order to bring our customers the best, first. From graphic liners to jade rollers, we're the go-to destination for the next generation of beauty obsessives who look to us to seek, discover, and showcase the ultimate selection of products. Beauty is about community. From the most inspiring makeup artists to influencers across the hair, skincare, and makeup worlds, we create spaces for people to connect and share their beauty obsessions. We have over 12,000 products on site and new launches every week, so whatever your vibe, you'll find the products and the inspiration on BEAUTY BAY.
Contact info
PO Box 518, M5 0BN, United Kingdom
- customer.services@beautybay.com
- www.beautybay.com
4.0
Great
171K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 85% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Average experience
Average experience. The presentation could be much better compared with brands like Ceaurva.
3 August 2026
Unprompted review
Reply from BEAUTY BAY
Hi Roumaissa,
We’re sorry to hear that the presentation of your order didn’t meet your expectations. We’d appreciate the opportunity to understand more about your experience and assist you further.
Please contact us at help@beautybay.com, and our team will be happy to look into this for you.
Almost empty bottle of brow serum
Ordered a brow serum. Thought it was weird when I opened it that there was hardly anything coming out of the bottle. Turns out, they sent me a serum with almost no product in it. I ended up paying 50 euros for an almost empty bottle of serum. :)) Never ordering from them again.
14 May 2026
Unprompted review
Reply from BEAUTY BAY
Hi Magdalene,
Thank you for sharing your feedback. We’re sorry to hear about your concerns regarding the product and understand your frustration.
Our Customer Service team has reached out to you directly to better understand your experience and look into this for you. We hope to hear from you soon and have the opportunity to assist.
Customer service
First of all, I’d like to thank Michael for responding to my email, correcting the situation, and processing my refund.
However, I noticed that the refunded amount is about $14 less than what I originally paid. I have been trying to contact your customer service by email to ask why this amount was deducted, but I haven’t received any response.
I would really appreciate it if someone could reply to my email and explain the reason for the difference.
Thank you.
30 July 2026
Unprompted review
Reply from BEAUTY BAY
Hi Mona,
Thank you for your review. We're pleased to hear that Michael was able to assist you and process your refund.
We've also replied to your latest email regarding the difference in the refunded amount. When you have a moment, please check your inbox (and your spam/junk folder, just in case).
If you have any further questions, please don't hesitate to reach out!
The delivery service is rubbish
The delivery service is rubbish, I ordered items on Wednesday which I needed for the Saturday, I opted for next day delivery, they never arrived. To add insult to injury I received them on the Sunday !
As a working mua this level of service has really put me off ever ordering again,
2 August 2026
Unprompted review
Reply from BEAUTY BAY
Hi Martine,
Thank you for taking the time to share your feedback. We're very sorry to hear that your order did not arrive in time, especially when you had selected next day delivery and needed the products for work.
We completely understand how disappointing and frustrating this must have been, particularly as a professional makeup artist who relies on timely deliveries.
Please email us at help@beautybay.com, starting your message with "Trustpilot review", so our dedicated team can review your order and assist you further.
Thank you for bringing this to our attention. We hope to have the opportunity to restore your confidence in Beauty Bay.
I placed an order and paid extra for…
I placed an order and paid extra for next day delivery. The order eventually turned up 5 days later. The company refused to pay me back what I paid for next day delivery. Won't be ordering from here again
25 July 2026
Unprompted review
Reply from BEAUTY BAY
Hi Christy,
We're very sorry to hear about your experience. We understand how frustrating it must have been to pay for next day delivery and have your order arrive several days later.
We've now reviewed your case and arranged a refund of your delivery charge. We can also see that our team has provided a discount code as a gesture of goodwill, and we hope this goes some way towards making up for the inconvenience caused.
We sincerely apologise for the delay and appreciate you taking the time to share your feedback.
It’s been 3 months now and 5 emails…
It’s been 3 months now and 5 emails later ,i brought an eyelash serum which gave me a horrible allergic reaction ,not a single reply to any emails,yet they replied on here to my other bad review and replied saying they hadn’t got anything in there inbox suggesting i’ve wrote to the wrong email when i know and have checked its correct.anyways i’m still being ignored.Never buying from here again,horrible customer service.
29 May 2026
Unprompted review
Reply from BEAUTY BAY
Hi Amelia,
Thank you for taking the time to share your feedback. We're truly sorry to hear about your experience and the frustration this has caused.
Beauty Bay has entered a new era, and we'd like the opportunity to look into this for you. Please email us at help@beautybay.com, using "Trustpilot review" as the subject line, so our team can investigate your case further.
We appreciate you bringing this to our attention and hope to have the chance to assist you.
I had the pleasure of speaking with…
I had the pleasure of speaking with Glenn, regarding my order where I put in the wrong adresse. Glenn was absolutely professional and quick with both writing emails to me, and also fixing the problem.
I’ve never had issues with Beautybay, because of people like Glenn. Not to mention their amazing eyeshadows!
Thanks BeautyBay and Glenn! 5/5 as always!
23 July 2026
Unprompted review
Reply from BEAUTY BAY
Hi Riham,
Thank you so much for your wonderful review! We're delighted to hear that Glenn was able to assist you quickly and professionally.
It's also fantastic to know you've consistently had great experiences with Beauty Bay and that you're enjoying our eyeshadows!
Thank you for your continued support. We look forward to welcoming you back again soon.
Zero customer service
Zero customer service
Bought Nanolash serum, used once resulting in a bad reaction.
Contacted customer service with photographs on 06/07 and have had no response to my initial or subsequent emails.
Won't use this site again and wouldn't recommend if you expect any level of customer support
6 July 2026
Unprompted review
Reply from BEAUTY BAY
Hi Jackie,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and sincerely apologise for the delay in responding to your emails.
Please email us at help@beautybay.com, starting your message with "Trustpilot review", so our dedicated team can look into your case and assist you as quickly as possible.
We appreciate you bringing this to our attention and hope to have the opportunity to make things right.
Emailed customer services three times…
UPDATE: Beauty Bay STILL didn’t get back to me after emailing them again as they asked in their response to my review. It’s been over 6 weeks now since my review and their response, so I have given them ample opportunity to reply again. It’s been over 3 months since my initial emails. Don’t believe this company’s responses on here, it’s all for show and they still won’t reply to your emails! Terrible, terrible customer service!
Emailed customer services three times over 5 weeks, and have been completely ignored each time, despite an auto-reply claiming the response time would be one working day each time. Haven’t even been acknowledged!
I had a gift voucher on my account which expires end of July 2026. It was removed by Beauty Bay when the new company took over. I emailed to ask about this, and have been completely ignored. Even an email back to acknowledge me would have been appreciated!
I used to be a huge fan of Beauty Bay and was a loyal customer. I used to tell everyone how great they were, but not anymore. I won’t be shopping here again and will be warning others not to shop here too. Terrible customer service.
24 June 2026
Unprompted review
Reply from BEAUTY BAY
Hi, thank you for taking the time to share your feedback. We're very sorry to hear about your experience.
We'd really like the opportunity to look into this for you. Please email us at help@beautybay.com and start your message with "Trustpilot review" so our dedicated team can investigate your case further.
We sincerely apologise for the frustration this has caused and hope we'll have the opportunity to restore your confidence in Beauty Bay.
Returning Hauls
Emailed multiple times regarding returning my two hauls. Have not heard back for a month but they claim "Our current response time is up to 1 business day".
3 July 2026
Unprompted review
Reply from BEAUTY BAY
Hi Mustafa, thank you for taking the time to share your experience with us. We're really sorry to hear you've been trying to get in touch about returning your orders without receiving a response.
As a new team, we're working hard to improve both our response times and the overall support experience, and feedback like yours helps us identify where we're falling short. We'd really like the opportunity to look into what's happened and get this resolved for you.
Could you drop us another email at help@beautybay.com? If you start your message with the exact phrase 'Trustpilot review', it will be routed directly to our dedicated queue so our team can investigate this as quickly as possible and help with your returns.
Why do I feel conned?
I buy beauty products most weeks. I've made a hobby out of scouring beauty platforms for new products/deals, because I'm truly one of the 'obsessed'. Beauty Bay is just one of my hunting grounds, although, in recent times, not my first choice. This week, I browsed the website and found a travel skincare set that was perfect as a small gift for my daughter. It had a generous discount and, having previously purchased direct from the actual skincare brand on TikTok, I knew the formulas would be good. So, I added a second one to my basket too. Got to checkout and was informed that, if I spent another X amount of money, I'd get free next day delivery. The courier service used by Beauty Bay is excellent in my area and always does Saturday deliveries. I popped a few By Beauty Bay cleansing balms in my basket to qualify and checked out. Guess what? No delivery. A word of advice to this brand's new owners: If you are incentivising customers to spend more than they intended, you better make good on your promises. That means actually paying the courier to deliver next day and also ensuring the goods leave your warehouse in a timely manner. Things do sometimes go wrong that, as a consumer, I accept may be out of your control. If they do, the decent thing to do is inform the customer. Unless you happen to roll out the deal of the century, I'm unlikely to shop with you again. I waited in all day and, yes, I feel conned.
27 June 2026
Unprompted review
Reply from BEAUTY BAY
Hi Belinda, thank you for being so candid with us. Reading that you feel conned is a massive wake-up call for our new team, and I am genuinely sorry we let you down.
You are spot on: if we incentivize you to add extra items to your basket for next-day delivery, we have to make good on that promise. While our delivery partners usually hit their mark, a breakdown in communication left you waiting in all day with zero updates, which simply isn't acceptable.
I really want to track down your parcel, see what went wrong, and make this right for you and your daughter. Could you please drop a line to help@beautybay.com? If you can start your message with the exact phrase 'Trustpilot review', it will route your email straight to a dedicated queue so our team can review your case and get this sorted for you. I truly hope we can earn back a spot in your beauty hunting grounds.
Poor Packaging.
My package took quite a while to come, which I can deal with. But when it arrived, it was packed poorly and was completely squished. I think that they should be more careful with their packaging in the future.
22 June 2026
Unprompted review
Reply from BEAUTY BAY
Hi Caitlin, thank you for taking the time to let us know about this. Waiting longer than expected for a parcel is frustrating enough, but finally receiving it only to find the box completely squished is really disappointing.
As a new team, we are actively working on upgrading our warehouse and packaging standards, so this kind of honest feedback is exactly what we need to see where we need to improve. We definitely want to make sure the actual products inside your parcel weren't damaged and make this right for you.
Could you drop us an email at help@beautybay.com? If you start your message with the exact phrase 'Trustpilot review', it will route straight into our dedicated queue so our team can get this sorted out for you. (If you have any photos of the squished box or items, please attach those too!)
Dreadful customer service
Dreadful customer service.
Received a notification from them that there was an issue with my order. No follow up email so had to contact their customer services.
Was told the following:
‘It was marked as disposed from damage through moving it around.
Sorry about that, we can not do anything once our logistics partner receives the parcels from us
Thanks
Customercare’
No offer to refund or resend, both of which I am fully aware entitled to.
22 June 2026
Unprompted review
Reply from BEAUTY BAY
Hi, thank you for sharing this. To be completely honest with you, reading that response back, I would be just as frustrated as you are. It sounds incredibly confusing, and I am so sorry for the mixed signals.
To clear up what happened: we have a brand-new customer service team, and the agent you spoke with was still in training and accidentally sent you the wrong information. While your parcel was unfortunately damaged by the courier en route, you were absolutely entitled to a full refund.
I've gone back into our backend system to verify everything, and our team did successfully process a full refund to your original payment method on June 22nd.
We are using this as a direct training case for our new team to ensure our communication is crystal clear moving forward. If you need us to send over the formal refund transaction receipt for your records, please drop a quick line to help@beautybay.com starting your message with 'Trustpilot review' so it routes straight to us. Thank you for your patience with us while we grow.
Fantastic company with fantastic…
Fantastic company with fantastic products. I've finally got around to a clear out, & not a single one being thrown out has come from these guys. Everything is exactly as described, & the shipping speed is insane.
2 April 2026
Unprompted review
Reply from BEAUTY BAY
Hey, thank you so much for taking the time to share this feedback.
A new management team took over the reins at Beauty Bay this spring, and our main focus has been completely overhauling our warehouse operations and upgrading our shipping speeds. Hearing that your parcels are arriving at insane speeds—and that our products have earned a permanent spot in your routine—is great validation that the changes we're making are working.
We really appreciate your support as we build this next chapter for the brand. Thanks again for shopping with us
Absolutely awful company
Absolutely awful company, sent an email before they went into administration and then one after they were back up and running, neither they replied to.
I received a Beauty Bay LED mask as a gift from a now deceased father, after three uses it no longer works so I reached out and asked for some compassion. They blanked me and subsequently now I will tell everyone I know how poor they are, terrible products, shocking customer care!
Do yourself a huge favour and use Look Fantastic or Space NK.
22 March 2026
Unprompted review
Reply from BEAUTY BAY
Hi Simon, first and foremost, I want to extend my deepest condolences for the loss of your father. Given the circumstances, I completely understand why this situation has been so heartbreaking for you.
I did some deep diving into our historical system to see what went wrong. I managed to locate your original message from February, and I am relieved to tell you that you were not ignored. Our team did reply to you immediately, but there was a small typo in the contact email on file (it ended in .con instead of .com), which is why our responses never reached you.
Because this is one of our own By Beauty Bay products, our new management team wants to step in and help you with this, despite the old company's files being closed. I have just sent a direct email to your correct address so we can bypass the system issues. Please keep an eye out for a message from help@beautybay.com so we can get this sorted out for you.
Awful
Awful, I sent £85 worth of goods back in February this year and I have proof that I returned the items but they are refusing to refund it as it went into administration, despite there being proof it was received back by them BEFORE they went into administration. No one wants to take responsibility for giving me a refund. What a joke of a company
2 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Gemma, thank you for sharing your feedback. I can completely understand your frustration—returning £85 worth of goods and not receiving your money back is incredibly stressful, and I am very sorry you've been caught up in this situation.
To be completely transparent about what is happening here: Beauty Bay went into legal administration and came under entirely new ownership and management this spring. Because of the strict legal rules surrounding the administration process, our new team is legally blocked from accessing, processing, or paying out refunds for any transactions or returns that predated March 6th. The funds from the old company are entirely frozen under the control of the administrators, which is why our customer service team physically cannot process this for you.
Because you have proof that the return was received by the previous company before the shutdown, customers caught up in these legacy administration timelines usually find that their best route for recovery is to contact their bank or card provider directly to explain the situation and explore their dispute options.
We know this is an incredibly frustrating roadblock. Once you have managed to look into this with your bank, if you are ever open to giving the new era of Beauty Bay a fresh chance, please drop us a line at help@beautybay.com starting your email with 'Trustpilot review'. We would love to welcome you back properly with a direct gesture of goodwill to show you how different our new management is. We truly hope you get this resolved safely through your card issuer.
Arrived broken
9 May 2025
Reply from BEAUTY BAY
Hi Luke, thank you for sharing your feedback. I completely agree that an item arriving broken is unacceptable.
I tracked down your details using the order number provided and noticed this purchase was actually from May 2025. I can see that when you contacted us on May 9th, 2025, our team replied within 48 hours to offer a resolution, but we never received a response back from you.
Because a full year has passed and Beauty Bay has since gone through a legal administration process under entirely new ownership and management, we are legally blocked from issuing refunds for old transactions from the previous company. However, our new team still wants to make this right. Please drop a quick line to help@beautybay.com starting your message with 'Trustpilot review' so we can arrange a goodwill gesture to welcome you to the new era of Beauty Bay properly.
Never received order
Never received order.
Tracking not updated in days jyst said unable to deliver will try next working day that was a week ago. Definitely didn’t try to deliver as I have camera Send email and was told I would get a reply in 24 hours that was 4 days ago. Can not speak to any one on phone. So frustrating and I lost money. Will never use again.
23 April 2026
Unprompted review
Reply from BEAUTY BAY
Hi Debbie, I am so sorry for the incredibly frustrating experience you had back in April with your delivery, and for the delay in our response.
To be completely transparent, right at the end of April, our customer service department was undergoing a complete structural transition under our new management. This unfortunately caused a temporary period of downtime where our systems were offline, and we know it left you facing a roadblock when you needed us most.
Even though some time has passed, our new team is actively reviewing these older cases to make sure no customer is left out of pocket. If this delivery issue was never fully resolved by your bank or the courier, please drop a fresh email to help@beautybay.com with your order number. If you start your message with the phrase 'Trustpilot review', it will route straight to our dedicated queue so we can step in and make this right for you.
do not trust them
do not trust them, they won’t help with issues, sent me a battered product days ago with refusing to reply to my emails, customer service rude and uncaring. i will
not stop till i get my refund for the extortionate amount i paid for a lash serum which came ruined.
23 April 2026
Unprompted review
Reply from BEAUTY BAY
Hi Angel, thank you for sharing this. I can completely understand your frustration—paying for a high-end serum only for the delivery to arrive in poor condition is incredibly disappointing.
To be completely open with you, right at the end of April, our customer service department was undergoing a complete structural transition under our new management. This caused a temporary period of system downtime, which is why your emails were met with silence during that week. We are truly sorry for that breakdown on our end.
Even though some time has passed, our new management team wants to investigate any delivery issues that occurred during that transition window. If you still need assistance with this, please drop a fresh line to help@beautybay.com with your order number, starting your message with the phrase 'Trustpilot review'.
So that our team can properly look into this and raise a formal report with our courier regarding the transit damage, please ensure you attach the photos of how the packaging and product arrived. Once received, we will review the details to see how we can assist
Still waiting for my refund
Still waiting for my refund - Order #NRR5-JFQN-DR8X-3
Review: I am extremely disappointed with the service I have received. I placed an order (Order #NRR5-JFQN-DR8X-3) months ago, and despite multiple attempts to resolve the issue through customer service, I still haven't received my refund. The communication has been very slow and unhelpful. It is unacceptable for a reputable store like Beauty Bay to hold a customer's money for this long without a clear resolution. I hope someone from the management team sees this and finally processes my refund immediately. I will not update this review until my money is back in my account.
9 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi, thank you for taking the time to share your feedback. We're really sorry to hear you've been waiting so long for your refund and understand how frustrating it is.
As a new team, we're actively working to improve both our customer support and the overall experience we provide, so feedback like yours is exactly what helps us identify where we need to do better. We'd really like the opportunity to investigate what's happened with your refund and get this resolved for you.
Could you please email us at help@beautybay.com? If you start your message with the exact phrase 'Trustpilot review', it will be routed directly to our dedicated queue so our team can look into this as quickly as possible. Please include your order number NRR5-JFQN-DR8X-3 in your email so we can locate your case and assist you as soon as possible.
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