FAQ

Welcome to Hailey Beauty. We are committed to offering you not only high-quality products but also impeccable customer service. Below, you will find all the information regarding returns, exchanges, refunds, delivery, and how your request will be handled.

1. Contact & Request Handling

For any questions, complaints, or return requests, please contact us via:

  • email: support@haileybeauty.com

  • contact form available in your customer area (under "Contact / Customer Service")

  • or via online chat (available Monday to Friday from 9 am to 6 pm, French time)

Please provide us with:

  • your order number

  • your full name

  • the product concerned (reference and name)

  • a photo or video if applicable (damaged product received, shipping error, etc.)

Upon receipt of your request, our team commits to responding within 24 business hours.

2. Delivery & Tracking

  • Your orders are shipped from our warehouse in the EU or Dubai, depending on stock and origin.

  • A tracking number is provided to you upon shipment.

  • In case of delivery delay (> 15 business days) or lost package, please inform us immediately so that we can open an investigation with the carrier.

  • Check the condition of your package upon receipt: in case of damaged or suspicious packaging, please take a photo before signing and contact us immediately.

3. Returns, Exchanges and Refunds

3.1 Standard Policy

  • You can request an exchange or refund within 30 days of receiving your order.

  • Products must be returned in their original packaging, unopened or unused, except in cases of defect or shipping error.

  • If the return is due to an error on our part (incorrect product, damaged upon arrival), return costs are covered by Hailey Beauty.

  • For returns related to personal choice (shade, texture, etc.), return costs are the responsibility of the customer.

3.2 Return for defective product or shipping error

  • If a product arrives damaged, defective, or incorrect, please send us immediately:

    • a photo of the product,

    • a photo of the outer packaging (box + parcel),

    • the lot and manufacturing date on the product.

  • After validation by our team, we will offer you:

    • the shipment of an identical replacement product, or

    • a full refund via the same payment method as your purchase.

3.3 Refund

  • Once your return is accepted, the refund is issued within 14 business days.

  • The refunded amount corresponds to the actual amount paid (after any promotions or discounts).

  • If free shipping was initially offered and the return brings the order amount below the free threshold, delivery costs may be deducted from the refund.

3.4 Exchanges

  • You can exchange a product for another of equivalent or higher value.

  • If you choose a product of higher value, you will pay the price difference.

  • No re-shipment is necessary in some cases: our team will inform you if a physical return is required.

4. Products Not Eligible for Return

  • Sealed products that cannot be returned for hygiene reasons and whose seal has been broken.

  • Personalized or engraved products.

  • Products purchased in a pack or "buy one get one free" promotion that do not fall under the "discovery" guarantee (see section 5).

  • Any non-conforming use of the product or manipulation beyond normal use.

5. "Discovery" Guarantee - Special First Order Offer

To allow you to try Hailey Beauty with confidence, we offer a "discovery" guarantee valid once per customer:

  • It applies only to your first order of an eligible product.

  • If the product does not suit you (shade, texture...), you can request a refund within 30 days of receipt.

  • The product must be unopened, unused.

  • This guarantee does not apply to accessories, tools, special bundles, or personalized items.

  • It cannot be used for a second purchase of the same product.

6. Frequently Asked Questions (FAQ)

Q: Can I change the shade after receiving it?

A: Yes, if you realize the shade is not suitable, you can request an exchange or refund according to the conditions.

Q: How long must the packaging remain sealed?

A: To qualify for a full refund, the packaging and product must be in their original, unopened condition.

Q: What if my package is lost?

A: Contact us as soon as you notice the absence of delivery and we will initiate an investigation with the carrier.

Q: What payment methods are accepted?

A: We accept: credit cards (Visa, MasterCard, AMEX), PayPal, Apple Pay, Google Pay.

Q: Is my banking information secure?

A: Yes, we use a PCI-DSS compliant payment platform and transactions are encrypted.

Q: Can I return a product internationally?

A: Yes, but in this case, return shipping costs may be your responsibility. Check your delivery country and contact support for the exact address.

7. General Conditions

  • By placing an order on HaileyBeauty.com, you accept our sales conditions and return policy.

  • We reserve the right to modify this policy at any time. Changes apply immediately upon publication.

  • In case of dispute, the version in force at the time of purchase will apply.