FAQ
Product Enquiry
Please contact us at help@byterry.com with your beauty enquiries.
My Order
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 Customer Support team: help@byterry.com
Once your order has been shipped, you will receive an email with a tracking number and link. If you have not received this email, please reach out to help@byterry.com
Please check your tracking link provided in your shipping confirmation email. If your order has not moved, please contact the shipping provider to get more information.
If you have not received your order within 10 working days, please contact our Customer Support team at help@byterry.com.
Please contact our Customer Support team: help@byterry.com with a photo of your order and details of the missing product or issue. A replacement can then be arranged.
Please contact our Customer Support team: help@byterry.com. Please send a photo and an explanation of the fault and we will assess the product and be in touch to arrange either a replacement or a refund if applicable. We can only issue refunds for faulty or damaged goods purchased from byterry.com. All other BY TERRY products must be returned to the place of purchase.
We are not able to make changes to you order once it has been placed. This includes adding or removing products from your order, the correction of addresses and names and the application of discount codes after purchase.
There are various reasons why an order may have been cancelled such as:
Out of Stock
Unverified information
Payment decline
Tech issues
Incorrect address
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.
Please contact Customer Support at help@byterry.com.
Please note: Orders cannot be changed once they are placed, this includes the updating of addresses and emails. Please ensure your details are correct prior to checking out. BY TERRY will not be held responsible for any mistakes made by the customer.
No. We only take orders through our website.
Returns & Exchanges
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 contact our Customer Support team: help@byterry.com. Please note that returns are not free and the shipping of them will need to be organised by the customer. We recommend retaining a proof of postage, BY TERRY is not responsible for the loss or damage of items returned back to us.
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 will issue a refund for it. 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.
We do not offer exchanges.
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.
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.
Sample & Gift
Please select your free samples at checkout. Please note that it will not appear on your order summary. It is not possible to receive free samples without placing an order.
You can select your samples at checkout if we have samples available.
We are not selling gift cards at present
Account & Payment
Refunds usually take between 7-10 business days. You will be credited on the same account as the one that you used to pay.
We accept all major debit and credit cards such as Visa, MasterCard, Maestro, American Express and other payments methods such as Apple Pay (USA, UK, Belgium, Austria, Denmark, Finland, Germany, Netherlands, Norway, Sweden) & Amazon Pay.
During the checkout process, the supported payment methods are displayed on screen.
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.
No, you can proceed with your order through our guest checkout
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.
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 at help@byterry.com
Promotional code
You need to add your promotional code in the dedicated 'promotional code' box before you pay.
Travel-sizes, sets and discounted products are excluded from promotional codes.
You can only use one promotional code at a time.
We don't offer special discount for beauty experts at the moment, we are sorry for this inconvenience.
You can get 15% 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.
Free full-size HYALURONIC HYDRA-BALM with orders over £70 / $95 & Free full-size HYALURONIC LIP LINER with orders over £85 / $120.
Offer ends Monday 24th November 6am GMT
Subject to availability. BY TERRY reserve the right to change or cancel this offer at anytime.
BLACK FRIDAY FREE BAUME DE ROSE*
& BLACK FRIDAY FREE BRIGHTENING CC PALETTE with orders over 110€
Offer ends: Monday 1st December 2025 6am GMT
*To qualify for the free gift, at least 1 full-size product must be included in your order.
Subject to availability. BY TERRY reserve the right to change or cancel this offer at anytime.
CYBER MONDAY FREE OMBRE BLACKSTAR EYESHADOW *
Shade: N°6 FROZEN QUARTZ
*To qualify for the free gift, at least 1 full-size product must be included in your order.
Offer ends: Tuesday 2nd December 2025 9am GMT
Subject to availability. BY TERRY reserve the right to change or cancel this offer at anytime.
UP TO 30% OFF
Discount is only valid on full-size, full priced products. Travel-sizes, gift sets, bundles are all excluded from this promotion.
Threshold must be met by full-size, full-price products to be applicable.
Discount automatically applied to cart.
BY TERRY reserve the right to change or cancel this offer at anytime.
Offer cannot be used in conjunction with any other codes.
Discount will be applied to applicable products within the cart.
The only sets included in the promotion are the Glowrious Collection. All other sets and discounted products are excluded.
Other
You can subscribe to our newsletter to receive emails about BY TERRY'S product launches, events and exclusive beauty tips and get 15% off your first order.
You can also follow us on Instagram @byterryofficial and @byterrybyme, tiktok @byterryofficial, Facebook @byterryofficial
You can reach us out through help@byterry.com or Instagram @byterryofficial
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