How can I get advice on your products?
You can book a virtual beauty consultation with one of our makeup artists through our website https://www.byterry.com/experts/.
They will give you advice and color match you. The consulation is free and lasts 20 minute.
Are you products contain talc?
Some of our products do contain talc, please find the list below:
Hyaluronic Tinted-Hydra Powder, Compact Expert-Dual Powder, Terrybly Densiliss contouring, Terrybly Densiliss Compact
Are your products gluten free?
Some of our products DO contain gluten, please find the list below:
Eclat Opulent, Light Expert Click Brush, Moisturizing CC Cream, Terrybly Densiliss Concealer, Touche Veloutee, Terrybly Densiliss Foundation, Terrybly Densiliss Primer, Liftessence eye contour, Liftessence Daily Cream, Compact Dual Powder N1, N2 & N3, UV Base SPF50, VIP Expert Palettes N1 & N2, Baume de Rose Masque Visage, Game Lighter Palette
Do you products contain parabens?
Please find the list of products WITHOUT parabens below:
Baume de Rose Flaconette, Baume de Rose Nutri-couleur, Baume de Rose Lip Care, Cellularose cleansing oil, Cellularose Hydra Toner, Cover Expert, Crayon Khol Terrybly, Crayon levres Terrybly, Crayon sourcils Terrybly, Eyebrow mascara, Gloss Terrybly Shine, Hyaluronic Hydra Powder, Hyaluronic Sheer Rouge, Hyaluronic Sheer Nude, Ligne Blackstar N1 So Black, Liftessence Oil, Mascara Terrybly Waterproof, Micellar water cleanser, Ombre Blackstar, Sun Designer Palette, Terrybly Densiliss Blush,Terrybly Densiliss Compact, Terrybly Densiliss Contouring, Terrybly Velver Rouge, Bleu Paradis Eau de Parfum, Flagrant Delice Eau de Parfum, Fruit Defendu Eau de Parfum, Rose Infernale Eau de Parfum, Rouge Nocture Eau de Parfum, Lumieres d'Epices Eau de Parfum, Goutte de Mercure Eau de Parfum, Reve Opulent Eau de Parfum, Soleil Piquant Eau de Parfum, Be Mine Eau de Parfum, Terryfic Oud Eau de Parfum, Terryfic Oud Extreme Extrait de Parfum, Terryfic Oud L'Eau Eau de Toilette, Rouge expert click stick, Glow Expert Duo Stick, Stylo Blackstar, Compact Expert Dual Powder, Baume de Rose le stick levres, Lash Expert Twist Brush, Detoxilyn City Essence, UV Base 50, Nude Expert Duo Stick Foundation, Baume de Rose Oil over, Hyaluronic Tinted Hydra-Powder, Starlight Rose CC Powder, VIP Expery Palette N1 & N2, Hyaluronic Hydra Foundation, Baume de rose face mask, Brightening CC Palette N1 Sunny Flash
When will my product be back in stock?
Please contact us through [email protected] and we will let you know the expected date.
Returns & Exchanges
How can I return my product?
We accept returns for any unwanted products on orders placed with byterry.com within 14 days from the date you have received your order. Please note that we can only accept products which haven’t been used or opened, in the re-sellable state and in the original packaging. To request a return please follow the return link to generate your return label. Return form has to be filled online and a return label can be generated there. You need to select 'Express prepaid option' to receive a free return label.
You will be notified by email once your return has been received and processed. Returns are processed within 10 days following receipt of the item(s) at the warehouse. Once your return has been processed and verified, we will let you know and will issue either a refund or proceed with a replacement. Your refund will be issued to your original payment method. Depending on your bank, it may take up to 10 days to get your account credited.
How can I exchange my product?
If you want to exchange a product you would need to return it. Once reception of it we will process your request: send you a replacement order or issue a refund.
How can I return and exchange my bespoke palette?
As your palette is made specifically for you, no changes or cancellations can be made once you have placed your order, and we will only accept returns under your legal rights, such as if there is a quality issue or the product(s) arrive(s) damaged. This is in accordance with your consumer rights. By pressing ‘Add to bag’ you are agreeing to our Terms of Sale and Return policy.
How can I exchange a product that has not been purchased on byterry.com?
We are not able to accept products that have not been purchased on our website at byterry.com. If you purchased a product at one of our authorized retailers or counters, please contact them directly.
Has my order been accepted?
After your order has been placed you will be redirected to a page confirming your payment. You will then receive an order confirmation by e-mail which will include the details of your order. If you do not appear to have received this email, we advise you to check in your junk mail. If you have not received it please contact our help centre https://service.global-e.com/section/order-issues
How do I track my order?
You can track your order through this link: https://service.global-e.com/track-my-order.
What should I do If I have not received my order yet?
Please contact us through this link and we will give you an update about your order https://service.global-e.com/section/order-issues. If you have not received it in the next 3 weeks we can send you a replacement order or give you a full refund.
What should I do if I have received an incorrect product or a product is missing in my order?
Please contact us through this link: https://service.global-e.com/Categories/i-received-an-incorrect-item-in-my-order. and we will send you a replacement order with the correct product.
What should I do if I have received a faulty product?
Please contact our Help Centre https://service.global-e.com/Categories/i-received-a-faulty-item. We will assess the product and be in touch to arrange either a replacement or a refund if applicable. We can only issue returns for faulty or damaged goods purchased from byterry.com. All other BY TERRY products must be returned to the place of purchase.
How can I cancel or make a change to my order?
We are not able to make a change to you order once it has been placed.We can only cancel your order if it hasn’t been dispatched. If your order has already been dispatched, we won’t be able to cancel your order and you will have to follow our return process. Please contact us through this link https://service.global-e.com/Categories/can-i-cancel-my-order.
My order has been cancelled, what should I do?
There are various reasons why an order may have been cancelled such as:
Out of Stock
If your order was cancelled, you should receive an email notification detailing the reason.
Sometimes an order does not process – this could be due to two possible reasons:
- The time lapse between ordering the item and confirming payment
- The item changed to out of stock during the ordering process
To prevent this from happening again, we kindly request that once the item is selected you proceed to payment confirmation as soon as you can.
What should I do if I have written the wrong e-mail address/ delivery address?
We can amend your email address or delivery address whithin 48hours. Please contact us through this link https://service.global-e.com/Categories/can-my-delivery-address-be-changed
Can I place an order over the phone?
We can only take orders over the phone in our store BY TERRY Gallerie Verot Dodat in Paris +33 1 44 76 00 76
Sample & Gift
How can I receive free samples?
We offer two free samples with every purchase. Please note that it will not appear on your order summary. It is not possible to receive free samples without placing an order.
How can I request specific samples?
We are not able to personalize orders, we are sending samples randomly in every order to let you discover more about our range BY TERRY. The two samples will not appear on your order summary.
How can I get a gift card?
We are not selling gift vouchers at present.
All our orders are prepared with products being wrapped in BY TERRY-branded silk paper and using an iconic BY TERRY bag where appropriate.
Account & Payment
Is the payment secured?
Global-e is Level 1 PCI-DSS certified and will take your payment securely through their payment service providers based on the payment method you have selected.
How long should I expect to wait for my refund?
Refunds usually take between 7-10 business days. You will be credited on the same account as the one that you used to pay.
What methods payment do you accept?
We accept all major debit and credit cards such as Visa, MasterCard, Maestro, American Express and other payments methods such as PayPal, Apple Pay, Klarna (USA, Austria, Denmark, Finland, Germany, Netherlands, Norway, Sweden) & Amazon Pay.
During the checkout process, the supported payment methods are displayed on screen.
Do you charge sales tax & duties?
Import duties and taxes may apply upon receipt of international orders.
These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country and depend on a number of factors, such as:
Country of origin of the purchased product
Local VAT rates
Local import taxes
It will be your responsibility to pay these charges if and when asked to by your local authorities.
Our guaranteed landed cost shipping service allows you to prepay all taxes and there will be no additional charges when you receive your package – guaranteed!
All you need to do is prepay the duties at our checkout.
Do I need to create an account to place an order with you?
No, you can proceed with your order through our guest checkout
I can’t sign into my account, what should I do?
If you receive a message that says your email address/password isn’t recognized, follow the steps below:
Make sure you are using the same email address and password you registered with – you may have more than one account so please check that you don’t have your caps lock on in error and / or are using any special characters that you chose correctly.
If you can’t remember your password click on the ‘forgotten password’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.
What should I do If I am having trouble placing my order?
Firstly, please close your browser, re-open it and try again
You may also need to delete your cookies – a cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information about cookies, click here).We suggest that you sign in before deleting your cookies, otherwise the items in your bag or saved items list may disappear.
If you are still facing an issue please contact us https://service.global-e.com/Categories/im-having-trouble-placing-an-order
Where do I need to add my promotional code?
You need to add your promotional code in the dedicated 'promotional code' box on the basket page, before proceeding to checkout.
Can I use more than one discount code?
You can only use one promotional code at a time.
Do you offer special discount for beauty experts?
We don't offer special discount for beauty experts at the moment, we are sorry for this inconvenience.
I am a new customer. How can I get a discount code?
You can get 10% off your first order when you subscribe to our newsletter. Exclusively online, this code is valid off your first purchase only, is for single use and is not valid in conjunction with any other promotions, except for free delivery thresholds.
How can I get news from BY TERRY?
You can subscribe to our newsletter to receive emails about BY TERRY'S product launches, events and exclusive beauty tips and get 10% off your first order.
You can also follow us on Instagram @byterryofficial and @byterrybyme, tiktok @byterryofficial, Facebook @byterryofficial
I would like to collaborate with you, how should I reach out?
You can reach us out through [email protected] or Instagram @byterryofficial