Frequently asked questions
ORDER ISSUES
I received the wrong item
I received the wrong item
We are very sorry to hear that this happened to you with your order. We want to fix it immediately, so please send us pictures of the incorrect item, the packaging in which it was delivered and the invoice included in the package to info@bleasse.com.
One of our friendly customer service advisors will contact you to sort it out immediately.
My item arrived damaged or defective
My item arrived damaged or defective
We are very sorry to hear that this happened to your item. All products are thoroughly checked before they are shipped, so we are sorry to hear that your item was missed.
Please send us your order number and a picture of the damaged item to info@bleasse.com and we will fix it immediately.
My item has been damaged after use
My item has been damaged after use
We are sorry to hear that your item was damaged after use. We pride ourselves on the quality of our items and sincerely believe that they should last a lifetime and not just one use or one wash.
Please attach a picture of the damaged item in an email to info@bleasse.com and one of our customer service advisors will contact you with a solution.
One item is missing from my package
One item is missing from my package
This is of great concern, as all packages are meticulously checked before being shipped, but we weigh our packages before shipping, so we can easily resolve this issue.
Please send your order number to info@bleasse.com and confirm if the package has been tampered with. Our team will investigate what happened and fix the problem.
Can I cancel or modify my order after I have placed it?
Can I cancel or modify my order after I have placed it?
We know that our customers want their items as soon as possible, so as soon as the order is placed, our team makes every effort to get it shipped as soon as possible. Unfortunately, this means that we can't always change order details once the order has been confirmed (so double check before you click confirm).
If you need to change any details or cancel the order, please send us the order number and what exactly you need to change/cancel to one of our social media channels or to info@bleasse.com and we will do our best to sort it out.
Why was my order cancelled?
Why was my order cancelled?
We are sorry to hear that your order has been cancelled. If you have received a cancellation email from us, this is because the item was out of stock when we arrived to collect your order or, our payment provider has refused to accept your payment method.
You will receive a cancellation email with more details about this and you will receive your refund in your account within 72 hours/7 working days (this timeframe is dictated by your bank and unfortunately we are unable to expedite this).
PAYMENTS & DISCOUNTS
I have been incorrectly charged
I have been incorrectly charged
Our system can only accept the amount that you have confirmed at checkout, so please ensure that you have paid in the correct currency.
If your invoice/confirmation email shows a different amount to the total you confirmed at checkout, it is likely to be a typographical error and your bank statement will confirm that the correct amount has been withdrawn. We apologize for the inconvenience.
Do you have discounts?
Do you have discounts?
We periodically run promotions, contests and discounts through our email subscription and social media pages, so be sure to subscribe and keep an eye on these platforms.
You can subscribe to our email subscription on the website.
What payment methods do you accept?
What payment methods do you accept?
We accept Visa, Maestro, MasterCard, Discover, JCB and PayPal as payment methods.
What is your online security policy?
What is your online security policy?
The online security of our customers is extremely important to us and we strive to keep our customers safe when shopping on our website.
As part of this, we occasionally perform security checks on some orders and, if we are unable to validate your order, we may contact you by email to request further details about your payment. Please be assured that this does not affect your credit rating.
In the unlikely event that your card has been used fraudulently, please contact your payment service provider immediately and inform us at: info@bleasse.com
SHIPPING & DELIVERY
Where is my order?
Where is my order?
Once you have completed your order, you will receive a confirmation email with your order details. Our team will work very quickly to pick and pack the order and ship it to you.
Once shipped, you will receive an email with a tracking link. Tracking will be updated as the package arrives at its destination, so please be patient.
Can I change my delivery address after placing the order?
Can I change my delivery address after placing the order?
We know that our customers want their items as soon as possible, so as soon as the order is placed, our team makes sure to ship it as soon as possible.
Unfortunately, this means that we can't always change order details once the order has been confirmed (so double check before you click confirm!).
If you need to change the details or cancel the order, please send us the order number and exactly what you need to change/cancel to one of our social media channels or to info@blisbrush.com and we will try our best to make it happen.
How can I track my order?
How can I track my order?
Once your order has been shipped, you will receive an email with a link to the courier's website. Here you will be able to track your order while it is in transit. Please note that tracking information may take up to 24 hours to update.
Why is my order delayed?
Why is my order delayed?
We work hard to ensure that orders are shipped promptly, so it is a real disappointment to learn that your order has not been received on time.
Please note that, as we state online, all delivery times are estimates, we cannot guarantee that your order will be delivered on the estimated delivery date shown at checkout if you select any other delivery method.
If a delivery has been attempted and not received, please email: info@bleasse.com and we will investigate this delay directly with the courier service.
What time can I expect delivery?
What time can I expect delivery?
Our couriers do their best to deliver your packages according to your lifestyle. You will usually receive your order before 8:00 p.m. on the scheduled day of delivery.
RETURNS
What is your return policy?
What is your return policy?
Returned items must be received within 30 days from the date of receipt for ALL orders. Please make every effort to package items carefully.
Returned items must be received in their original condition, i.e. unworn, undamaged, free of makeup, pet hair, deodorant and perfume and with all original tags attached.
My refund is incorrect
My refund is incorrect
We are very sorry to hear about this and want to get it sorted out as soon as possible, so please send us an image of your return receipt to: info@bleasse.com along with the names of the items you have returned and we will sort it out.
How long does it take to process my refund?
How long does it take to process my refund?
Refunds are processed within 5-10 business days of receipt of the items in our warehouse.
Weekends are not included in business days and we only start this countdown when the items are in our warehouse, not when they are shipped back, so please keep this in mind.
Can I receive the refund on another card?
Can I receive the refund on another card?
Unfortunately, we can only refund products using the original payment method you provided when you made your payment. If you have lost or cancelled your card, this will not affect your refund, as your bank will be able to transfer the payment to your new account. You can check this with your payment service provider.
Have you received my return?
Have you received my return?
You will receive an email as soon as we receive your return and again once your refund has been processed.
RETURNS: Track your return via your return confirmation email.
TECHNICAL ISSUES
I cannot place an order
I cannot place an order
We're sorry to hear that you're having trouble placing an order with us, as we do our best to make our customers' experience as easy as possible.
If you are having difficulty placing an order with us, we recommend that you first clear your device's history and cache and try again.
If the problem persists, we suggest you use an alternative device or payment method.
If you receive an error message saying "gateway rejected: fraud", this is because our payment providers are rejecting your payment method.
In this case, we recommend that you check that your billing address is 100% correct or try to pay with PayPal.
I forgot my password or I can't log in
I forgot my password or I can't log in
Don't worry, we can fix it for you! Send us an email to: info@bleasse.com from the email address you created your account with and we'll send you a link to reset your password or change it ourselves (you can later access your account and change it again yourself).
How can I unsubscribe from your emails?
How can I unsubscribe from your emails?
We're sad to hear you want to give up the fun! Remember, we send exclusive access to our latest collections and discount codes through this email subscription. If you really want to unsubscribe from our emails, you can do so by clicking "unsubscribe" at the bottom of any email we have sent you.
How do I delete my account with you?
How do I delete my account with you?
If you wish to deactivate your account with us, you may do so by contacting our customer service at: info@bleasse.com.
Send us the email address and billing address of your account and we will be able to remove it and send you a confirmation to your email address.