For the attention of customers who have bought KGB Vouchers:
We are sorry for any inconvenience caused by the voucher. When we went live with KGB they told us that a normal amount sold each day would be up to 500 vouchers, yet we had sold 3000 within 2 and a half days. As a result we received a very high number of orders within this time, with 800 plus on Wednesday alone. In turn it is taking us longer to process each order and kindly ask for your patience at this time.
Where is my order??
From receiving your order it may take some time for your items to be dispatched.
(We are working around the clock to get items out as soon as possible for you)
However, as stated on the KGB voucher terms and conditions all orders are subject to availability. Some items ordered are currently out of stock and although we are constantly ordering and sending more products, some products are taking longer to receive from the suppliers than others.
If you have not received your items yet but have receive a confirmation email from us to say we have received your order, please do not worry. All orders will be sent out to our customers, and we are not in the habit of not sending goods nor are we here to scam anyone (as some people may have been suggesting!).
We are a small family run business with far more orders than we we were originally told we would receive. Constant telephone calls and emails from customers are actually preventing us from getting on with the task at hand - which of course is to fulfill customers orders!
We would like to express to our customers that we are working our hardest to make sure that customers are having their orders fulfilled. We know and understand that customers are becoming skeptical and worried about where their orders are, but would like to ask that you be patient and await your order to be dispatched.
As soon as it is dispatched we will email you to notify you so you can look out in the post.
If your item ordered is not in stock and we cannot get it in stock we will contact you to offer you an alternative product, and similarly we will contact you if we have any other problems with you order.
Website Technical Issues / Cannot Enter My Voucher Code
Our website has encountered technical difficulties, which does not allow customers to enter their unique voucher code. In some cases it charged customers the full amount. All those customers were given a full refund and should this error occur again, a full refund will be given. At this current time, you cannot order your items with your voucher through our website as it will automatically charge you the full amount. Our web designers are working hard to fix the problem but have stated that it could take a couple of weeks to fix. If you are trying to order your items with a KGB Voucher please follow the instructions under the next heading.
How To Order Your Items With Your KGB Voucher
You must send your order to us by e-mail to this address: orders@beautystop.co.uk
Including the following:-
Your Full Name
Your Full Address
The Product/Products You Want To Purchase
Your Telephone Number
And Your KGB Voucher Code
My Shipping Address Is Different To My Address
Simply tell us the Shipping address in the email order. Please make sure it is clearly headed so that we do not make any errors.
I Have Been Charged The Full Amount And Need A Refund
We are very sorry that you have been charged the full amount and will give you a full refund promptly. To let us know that this error has occurred please e-mail beautystopuk@gmail.com
I Have Not Received An E-mail Confirmation Of My Order
If you have no received an automated e-mail to confirm your order – please check that you have sent your order to the correct address orders@beautystop.co.uk (Please note that this e-mail address is specifically for orders and NOT queries.)
Secondly please check your spam folder in your inbox, as it could have been filtered to this. If after these options you cannot find an order confirmation, you can email us as contactus@beautystop.co.uk stating that you want to check if we have received you order or call on 0161 428 2009.
I Need To Make An Additional Payment On My Order
If your order comes to over £30 – you will need to make an additional payment. You will receive an e-mail that notifies you of this additional payment and that informs you of the ways you can pay. There are 2 ways to pay –
You Can Pay Via PayPal
To do this you need to log into your PayPal account and click onto the send money tab. The next page says ‘To number or e-mail address’ in this box put contactus@beautystop.co.uk and in the second box add the amount you need to pay and then send. You may be prompted to click if this is a payment for goods/services or personal. If you are asked this please click personal (as this is voucher order, it will help us to separate the payments).
If your e-mail address attached to your PayPal account is different to the one you used to order – we will need to link up your order to your payment. Please notify us of your payment using the e-mail address you used to order or and include your paypal email address. Notification of payment emails should be sent to beautystopuk@gmail.com saying you have paid through PayPal via a different e-mail address so we can link you together. You may be contacted by phone if we have not matched you up, in which case you can tell us then and we will sort it out for you.
You Can Pay Over The Phone
If you do not have a PayPal account and would prefer to pay using a credit/debit card, you must wait for us to contact you via telephone. We will call you and ask for your card details, which will be completely confidentially and securely processed.
We kindly ask for you to wait for our call to help us get through the amount of orders we are dealing with. We will not have your information to hand if you call us first- which then delays the process further. It may take us a while to call you back (again due to the volume of orders) so please do not worry if you haven’t been contacted straight away. If you do not answer our call, we will leave a message if it is possible instructing you to call back.
PLEASE ALSO NOTE: if you call us to make payment and we take it, this does not mean that your order will be processed straight away, there are many factors which are affecting the processing of orders and we are experiencing customers who have paid the extra before we were ready to ship the items and these customers are now unhappy they have paid extra and not received their items - so please be patient we will contact you when we are ready to dispatch in order to minimise the timescales between payment and dispatch for customers.
Our Office Opening Hours are
Monday-Friday
9.30am – 5.00pm
Please note that our Phone Line has been inundated with calls, so please only call if it is urgent or you have been instructed to do so by us. The extra large volume of calls we are receiving is causing some customers to become apprehensive as the lines appear constantly engaged!
When Will I Receive My Item?
We are currently processing all of the orders, which is taking a bit longer than usual due to the website error and high volume of orders. We kindly ask for your patience at this time. We are getting through the orders in numerical order, so from Tuesday 21st orders to Wednesday 22nd to Thursday 23rd etc, so please allow for some time to pass before contacting us.
If your order was under the £30 voucher
From receiving your order it may some time for your items to be dispatched. (We are working around the clock to get items out as soon as possible for you) However, as stated on the KGB voucher terms and conditions all orders are subject to availability.
*Please understand we can not give preference to customers who may need their items sooner.
If your order was over the £30 voucher
If you need to make additional payments this will take us a bit longer to process. After you have been contacted, it will take up to 48 hours to process you to be dispatched. Please note that it may take up to a further 7 days for your order to be dispatched.
This allows time for us to replenish stock if we need to and gives us time to get through the high volume of orders. Unfortunately these times are a guideline and cannot be guaranteed but we are working very hard to get all the orders dispatched. Please be patient.
Website Price Increases
Due to high demand we ran out of stock on some items. We are sorry to announce that when it came to replenishing stock, some items had increased in price from our suppliers and in turn we have had to increase our prices. The majority of our stock has remained at the same price, with 2% of our whole stock changing. Products that have been affected by this increase are our Bed Head range and various fragrances. The reason for this is that our first block of stock was purchased before the recent VAT increase costs and fuel costs. As a business we had no other option than to meet this inflation and our prices now are very close to the prices we bought them at, so it is not profitable for us as a company, nor with the KGB voucher itself, which actually loses us money.
That said, customers have purchased a voucher entitling them to £30.00 to spend on our website at the cost of only £10, so if an item price has risen there will still be a massive saving to our customers using the KGB voucher, as opposed to the cost of purchasing the item without the voucher.
With the affected stock we felt that it was better to keep all our products available as opposed to taking them off the website all together. We simply could not afford to keep our prices once our first lot of stock had run out.
We are not out to con anybody and would like you to remember that we could have increased all of our prices before this deal went live, but that is not Beauty Stop’s intention. We aim to keep our prices competitive and hope that you are still happy with your KGB voucher deal.
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When I Ordered My Item The Price Was Lower
If you did order before any price increase you will only be charged for this amount. We carefully check the time and date of our orders so we know which amount to charge. Unfortunately, we cannot honour the old prices if you ordered after this time and we are within our rights to do so. Should you think we have made an error with your prices you can indicate this via e-mail to beautystopuk@gmail.com
Multiple KGB Vouchers
You can purchase a voucher as a gift but you can ONLY USE ONE VOUCHER PER TRANSACTION. Gifts must be addressed to different person with a separate address and telephone number. You can not use more than one voucher for your single order. It is in our dew restriction to permit you from using multiple vouchers in one order, so please be aware of this.
I Am Not Happy With My KGB Voucher And Want A Refund
If you no longer want your KGB Voucher or are unhappy with this service you can contact KGB and discuss the possibility of a refund. We cannot refund your voucher as it is KGB who take the initial voucher payments. We are very sorry that you no longer want your voucher and can only apologise for any inconvenience our service may cause, but the unexpected technical error was out of our control.
Beauty Stop would like to thank customers for their perseverance and continued patience at this time.
