What payment methods do you accept?
Beautonomy accepts Visa, MasterCard, Maestro, and American Express cards. You can also choose to pay with PayPal. But if your payment does not go through, please contact your bank card provider first as this may be more of an issue on their end. However, if you are still having trouble after speaking to them, please contact them at [email protected]
with your issue and they will get back to you as soon as possible.
How can I track my order?
By signing up for an account at beautonomy.com before, or at the time you place your order, the status of your order can be tracked during the production process by logging into ‘My Account’.
When an order is placed and the payment is successfully processed, the status of an order will be ‘Ready to Print’. Once your order is in production, the status will change to ‘Processing’. When your order is ready to send out the status will change to complete.
If you did not sign up to a Beautonomy account but want to check on the progress of your order then please email [email protected] and we will do our best to provide you with a speedy update.
Once your order is sent out you will receive an email informing you of how to track your order. The method will be different depending on your shipping method. Below are links to the tracking web pages for the different shipping methods:
Royal Mail (UK): https://www3.royalmail.com/track-your-item#/
DHL Global (Standard International):https://www.packet.deutschepost.com/web/portal-europe/packet_traceit
DHL Express (International Express): https://www.dhl.co.uk/en/express/tracking.html
Alternatively, DHL express customers can track and manage their orders via the DHL Express App.
What courier do you use?
In the UK, Royal Mail is their courier. They currently only offer their standard Tracked 48 service. For International orders their shipping partner is DHL. They offer their standard (DHL Global) service, and express (DHL Express) service for orders to Europe (excluding Russia, Romania, and Norway), the USA and Canada.
How long will refunds take?
Refunds are processed within 5 working days, although often a lot more quickly.
There’s an item missing from, or wrong, in my order, what should I do?
Sorry! they are a small team and occasionally make mistakes. Please let them know by emailing them at: [email protected] including:
*Your order number
*A picture of your order
*The name of the shade that is missing or wrong
They will do their best to resolve the issue for you as quickly as they can.
What happens when my palette arrives damaged or faulty?
Sorry! they check all orders before they are sent out, but we occasionally miss something, and damage can happen in transit. If your palette or makeup arrives damaged or faulty we will offer to replace or refund the damaged components. Please email them at [email protected] with:
*Your order number
*A description of the damage
*A clear photograph of the damage
And they do their best to get issues like these resolved speedily.
What’s your return policy?
They do their very best to fulfill your order correctly and to a high standard the first time around. However, if they do get something wrong, then they will replace your palette or shade(s) or when appropriate, offer a refund. They rarely resolve issues via returns because personalized makeup palettes cannot be re-sold. If a courier company gets something wrong then we will support you in resolving the issue.