1) How do I create an account?

Open the navigation menu and click on create account at the bottom. Fill all the information in the form and save. Don’t forget to subscribe to the newsletter to stay updated of the latest deals and promotions.

2) How can I edit my information?

Once you login, go to the accounts page and update any information you want to change.

3) What should I do if I have forgotten my password?

Go to the login page, click on forget password and provide your email id. You will be sent a verification link on the email. Click on the link and enter a new password on the page and click save. Use that new password to login.

4) Does my promo code expire

Yes, promo codes/store credits are valid for 10 days from when they are sent.

PRODUCT & RETAIL INFO:

1) Are your products cruelty free?

Whilst our products are not officially certified as ‘cruelty free’ we can confirm that we do not conduct or commission animal testing on ingredients, formulations or finished products.

2) Are your products vegan?

We define vegan friendly as products that do not contain any animal derived ingredients or animal by-products. We can confirm that all Maira Beauty products and ingredients have not been tested on animals.

 3) Are your products Halal?

Our products are Halal certified. As always, please be mindful and carefully read ingredient information provided for further details.

4) Where can I check product ingredients?

You can check product ingredients on the product page of the site, you will see a tab called ingredients.

Ingredient lists may change or vary from time to time. Please refer to the ingredient list on the product packaging you receive for the most up to date list of ingredients 

5) I have had an allergic reaction to one of your products, what should I do?

We’re sorry that you’ve had an allergic reaction! We would recommend that you stop using the product and get in touch with us. We’ll ask you to provide us with some additional details in order to review this further and provide you any recommendations.

6) Are your products dermatologist tested?

All products are dermatologist tested and safe for sensitive skin.

7) Are your products safe for pregnancy?

Yes, our products are safe to use during your pregnancy.

8) When do the products expire?

All unopened products have a two-year shelf life. All of our products feature a PAO (Period After Opening) symbol that reflects shelf life of the product once opened.

ORDER ISSUES

Placing An Order

1) I have not received a confirmation email?

Firstly, please check if the email address that you entered at check out is correct.  If so, please check your junk mail too, if it’s still not received after 4 hours of placing your order then you can use the Contact Us section and we’ll look into this for you. Please send us the full name used on your order to help us locate it.

2) My order keeps failing

We’re sorry that your order was unsuccessful, there are various reasons that this can happen. If your bank did not decline the payment, it may be related to the billing information provided. If you wish to reorder, we would recommend to verify all billing information including name and address before placing your order again, and/or use an alternative payment method.

Your card has not been charged for this order, however in some cases, it may have been authorised* – this will automatically be reversed within 48 hours as your order is unsuccessful.

*An authorisation is a temporary hold of funds on your credit/ debit card. For instance, when you purchase a product using card payment the bank will ‘hold’ the money on behalf of ByMaira Beauty to ensure there are enough funds to be charged when the order is confirmed.  This may reflect as a transaction on your account but no funds have been taken from your account.

Order Amends & Cancellation:

1) Can I cancel my order?

Unfortunately cancellation requests cannot always be accommodated. We will try our best to assist but after a certain stage of order processing, it can no longer be cancelled. We aim to ship orders as fast as we can, so although you may message us immediately after placing your order, unfortunately it doesn’t always guarantee cancellation. The cancellation request has to be reviewed and the request is sent to our warehouse processing team.

If you would like to attempt cancellation of an order, please send us the Order Number to be cancelled and include the message: Please Cancel My Order. This will help us prioritise your email. You can do this via the Contact Us form below or email us at info@bymairabeauty.com

If we are unable to cancel your order, your items may still be eligible for return, as long as they are unopened. Products that are opened will not qualify for a return.

2) Can I change the shipping address on my order?

If you have made an error in your shipping address please let us know as soon as possible via the Contact Us section using the email address associated with your order. Please also include your order number and the correct address.

If your order has already shipped, and you have your tracking details we would also recommend you to contact your courier to advise them of the address update. We will try our best to make any updates to your address, however depending on the status of your shipment it may not be possible.

Customer Service:

How can I contact my customer service representative?

You can contact our customer service via phone or whatsapp on ———— or by email at info@bymairabeauty.com. We will be very happy to assist you!

ISSUES WITH ITEMS RECEIVED:

1) I received damaged products

If any items in your order have been received in an unsatisfactory condition, please let us know within 7 days of your order being received. Please send your order number, and clear photos of the damaged item alongside your pack slip using the Contact Us section. Please contact us using the email address associated with your order.

Please note we cannot consider cases reported after 7 days of the receipt of your items. Please do not dispose of the items as you may need to return them for the case to be resolved.

2) I have items missing from my order

We’re sorry to hear you have not received your complete order. Please use the Contact Us section to send us your order details and details of the item/s missing, along with a picture of your packing slip so we can resolve this for you. Please contact us using the same email address associated with your order.

Please contact us within 7 days of receiving your order, cases reported after this timeframe may not be eligible for review.

3) I received the incorrect items

We’re sorry you have received incorrect items! Please use the Contact Us section to send us your order number, and a clear photo of the unopened items received along with your packing slip. Please use the email address associated with your order.

Please contact us within 7 days of receiving your order. Cases reported after this timeframe may not be eligible for review.

4) I am not satisfied with the items that I received

If you are not fully satisfied with the items you have received just let us know the issue you are facing using the Contact Us section. Your items may also be eligible for return as long as they have not been opened or used.

DELIVERY & PAYMENT:

1) Do you deliver worldwide?

The list of countries delivery can be checked during check out

2) What are the payment options I can use?

We accept all major credit cards (visa, mastercard, american express) Via Stripe

3) How long does the delivery take?

National delivery (in the United Arab Emirates) takes 2 days while international delivery takes 5 to 7 days.

4) My order is late, how can I track it?

We apologise for the delay.  You should have received your tracking number by email when you processed your order. Alternatively, you can contact our customer service via phone or whatsapp on ———— or by email at info@bymairabeauty.com. We will be very happy to assist you!

DELIVERY COST & TIMINGS:

1) How long will my order take to arrive?

Orders will be subject to warehouse processing time, + courier shipping times.

Order Processing Time: 1-3 Business Days (+ Courier shipping times)

Region   Shipping (business days)

UAE 1 – 2 days  

KSA 3 – 4 days      

UK 1 – 2 days UK

Bulgaria, Belgium, Croatia, France, Italy, Romania, Spain, Sweden, Portugal, Poland

3 – 4 days

France

Austria, Ireland, Germany, The Netherlands, Norway, Switzerland

3 – 4 days

France

3 – 5 days

Australia 3 – 5 days         

Asia 3 – 5 days         

Rest of the world 3 – 5 days         

You will receive your tracking details when your order has been processed and ready for collection from the courier. Please allow 1-2 business days for your tracking number to activate. (If you have received your tracking information on a Friday, it may not update until Monday when the shipment is collected from our warehouse).

*The dates mentioned provide a guideline, shipping timeframes may be subject to change. 

2) How much will I be charged for shipping?

The cost of shipping will depend on your delivery address. After entering your delivery address at checkout you will be able to view the delivery options available to you and their cost.

DELIVERY INFORMATION:

1) How do I track my order?

You will receive an email when your order has been processed, this will include the tracking number for your order, your courier and a trackable link. 

All orders are shipped with DHL. You can track DHL deliveries HERE

If you track your order immediately after receiving your email, you may receive an error message, please wait up to 24 hours and try again for your tracking details to generate online.

2) I have received my tracking link but it hasn’t updated in a while.

If you try to track your order immediately after receiving your tracking detail email you may see an error on the courier tracking page.  Please wait 12 hours and re-try, this will allow time for your tracking details to generate online.

If your tracking details do not update or stay in the same status for more than 48 hours please let us know via the Contact Us section so we can review this for you.

3) My package says delivered, but I haven’t received it

We are sorry that you haven’t received your order! 

Firstly, we would recommend to check your ‘Proof Of Delivery’ you can access this via your tracking link used to track your order.  You can use this information to confirm where your package was delivered and who has signed for it, in the case that a friend / colleague has received the order for you.

From time to time the courier tracking may show a delivered status before it has physically been delivered, it can take up to 24 hours for this to reflect accurately.

If you are still unable to locate your order please let us know via the Contact Us section below, please include your Order Number & Tracking ID.