Frequently Asked Questions


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  • I'm trying to complete my order, but the price changes at checkout?

    Currency conversion can be a tricky thing to understand if you have never heard about it before, but we’re going to make it as easy to grasp as possible!

    If you live in the US, you will be paying for your order in USD (US Dollars), however, $1 USD may not necessarily equal 1 AED, SAR, EURO, Stirling or Australian Dollars.

    $1 USD can be worth more or less, once it is converted to another country's currency.

    Because we are a US company, upon checkout of your order, the total amount will convert into USD. Rest assured you will ONLY be charged in your local currency, - the amount that was displayed before reaching the final check out page.

  • How can I view what's inside my shopping cart?

    To view the content of your cart, click on the “View Cart” icon in the upper-right corner of your screen.

    Once you click on this icon, you can easily change the quantity you want to purchase of a particular item in your cart by updating the quantity listed.

    You can also delete any item in your cart by clicking the “Remove”.

  • How do I add items to my cart ?

    Choose the product from the category page and you will be taken to the product page, choose quantity and then click on “ADD TO CART” and the product will be added in the cart.

    If you wish to checkout, click on the cart button on the right-hand corner and proceed to checkout.

  • How do I change the quantity of a particular item in my cart?

    First, click on the “View Cart” link in the upper-right corner of your computer screen. This will allow you to view all items currently in your cart, as well as the quantities that you have chosen for each item.

    To change the quantity of an item in your cart, move your cursor to the box that appears under the “Qty”.

    Once you do this, the quantity and associated amount will automatically change and reflect the correct amounts for both the quantity and the cost.


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  • Can you ship to my country?

    Hailey Beauty delivers worldwide. Shipping costs for GCC countries are offered. Shipments are made with DHL or Aramex. Items are shipped within 48 to 72 hours.

  • How do I track my order?

    You will receive an email once your order has been processed, containing the details of your order.

    To track your order on our website click here

  • How much will I be charged for shipping?

    The cost of shipping will be calculated at checkout once the shipping option and the destination have been chosen.

  • Can I change the shipping address on my order?

    To make changes to your shipping order, you need to get in touch with us by email. However, if your order is already shipped, we unfortunately cannot do any changes at this stage. In that case, please contact your local post office or transporter to make the necessary changes.

  • I am an international customer. Do I have to pay customs and taxes?


    We cannot control any customs or import duties applied to your package by your local customs. Any outstanding customs charges or import duties must be paid by the customer and we cannot be held responsible for these charges. Customs charges or import duties are not included in the price of your items ordered. We cannot give you the exact amount as customs policies and charges can vary from a country to another.

    If you refuse to accept delivery of the items you have purchased, the courier company might return the items back to us. If it happens, you will be refunded for your order once it is received back to our facility, excluding the cost you paid for shipping.

  • Can I return items I purchased during a promotion?

    Items bought on sale cannot be refunded or exchanged.

  • How do I return my items?

    After you’ve received your initial order, you have within 14 days to action a return. That means you have a full 2 weeks to inspect your product after receiving it to make sure it’s everything you dreamed of!

    Please note, that if the item has been used in any way, your item cannot be replaced due to industry standards on Health and Hygiene, and wear and tear.

    Please return your item(s) to us following the method below:

    Before sending your items back, please contact us to notify us of your intent to return your items. Mention your Full name, Order ID number, and the details of all the item(s) you wish to return and why. Our friendly customer service team will then be able to provide you with the return address and any other information you require to return your item(s).

    To get in-touch with our customer service team click here

  • What is your refund policy?

    Please note, we do not issue refunds on non-faulty items. You will receive a credit note once your item is received back at our facility.

    Please also ensure that you keep your postal receipt from the post office once your items have been shipped back to us. You will need this as proof of your return. If you are unable to present your receipt as proof of postage, we reserve the right to refuse a refund or issue a credit note.

    We are not liable if any losses are incurred when returning your item back for replacement. The item is the customer's responsibility until it is received back at our facility. The item will be subject to inspection upon arrival, if deemed to be unfit for return (used in any way or falls outside our given timeframe for returns), your item will be refused and returned to sender.

    By returning your items, you, the customer have acknowledged and agreed to cover any costs involved in order to receive store credit for the value of your goods. This means you will only receive store credit to repurchase your items for an existing order and the customer will be required to cover any costs involved in order to reship your goods. We cannot be held liable for any costs which are incurred during transport.


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  • I have items missing from my order.

    If your parcel is missing products, please contact us as soon as possible to send you the missing items at the earliest.

  • Will my order be delayed due to COVID-19?

    After leaving our warehouse, your order takes up to 7 working days to get to you. However, with the ongoing sanitary COVID-19 measures, your order might take longer than usual, up to 10 extra working days.

    click here to track your order on our website.

  • My package says delivered, but I haven't received it.

    If your order is marked delivered in its tracking history and you did not receive it, we kindly ask you to check with your neighbours, the concierge, or any member of the same shipping address. If your order cannot be found please contact us.

  • When will my order be shipped?

    Orders are usually shipped under 48 hours.

    If this is not the case, please check the tracking of your order and contact us.

    We will take care of the issue as soon as possible.


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  • Is the payment secure?

    All credit card transactions on the website are processed using a secure online payment gateway that encrypts your card details in a secure host environment. These details will be fully encrypted and only used to process card transactions which you have initiated.

  • I have not received my order confirmation, did my order go through?

    Once you have placed an order, you will receive an email confirmation listing all the relevant details of the transaction. Please make sure to check your spam folder as well. Otherwise please contact us.

  • What currency exchange rates do you apply?

    International standard exchange rates apply at the time of the payment.

  • When do you charge my credit card?

    Your card will be charged immediately when you place an order. Please make sure you have enough limit on your credit card, or else the transaction will be declined.

  • How can I use a promo code on the website?

    Once you've reached the checkout page, below the header click on “Discount Code” and enter the coupon number to avail the discount.


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  • I have forgotten my password, what should I do?

    If you have forgotten your password, then click on the ‘forgot password’ button on the login screen. You will be asked to enter your email address on the next page.

    Once you enter it and hit send, you will receive an email to change your password. Open the email, and click on the link to reset your password. Another page will open where you can type in your new password.

  • I am having difficulties logging into my account, what can I do?

    Email us if the login page gives you an error other than ‘incorrect password’ or ‘incorrect email’.


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    5 articles in this section
  • Are Hailey Beauty products tested on animals?

    Our products comply with Regulation 1223/2009 and are therefore cruelty free.

  • I emailed your customer service team. When should I expect a response?

    We can’t wait to get in touch with you and will be more than happy to assist you. We respond to emails between 48-72 hours. Please bear with us as we receive a high volume of emails and orders. We will get back to your query as soon as possible.

    You can also reach us on our live chat for a faster response by clicking here

  • Who can I contact to discuss a partnership or becoming a reseller?

    To discuss partnership opportunities, or to become a reseller please get in touch with us at:

  • Who do I get in touch with to discuss a collaboration?

    To collaborate with us send us your request on:

  • How can I get in touch with your customer service team?

    Leave us a message here, we will reply within 24 hours.