Frequently asked questions

Account and Password

How can I create a customer account?

Simply click on “CUSTOMER AREA”, then click on “YOU DON’T HAVE AN ACCOUNT YET?” and fill in the required data in the form.

How can I create an account at Influbeauty?

Once you have created an account as a customer, you can easily transform it into an account at Influbeauty by clicking the “BECOME INFLUBEAUTY” button and filling in the data requested in the form.

How can I access the virtual office?

After you have transformed your account from a customer to an Influbeauty account and purchased one of the three starter kits, simply click on “LOG IN TO THE VIRTUAL OFFICE”.

How can I change my account?

Simply log into your account and select “MY PROFILE”, then click on “INFORMATION” and edit your details.

How can I retrieve my account credentials?

Simply click on “CUSTOMER AREA”, click on “DID YOU FORGET YOUR PASSWORD?”, enter your e-mail and then click on “SEND”, you will receive a temporary link to reset your password.

Discount codes and promotions

I cannot apply the discount code

After you have placed your products in the shopping cart, simply click on “DO YOU HAVE A DISCOUNT CODE?”, enter your discount code in the appropriate field and click the “ADD” button

Do discount codes have an expiry date?

Some codes do, some do not. In the first case, you will be informed when you receive the code.

There is the 3×2 promo. Do I have to enter any discount codes?

During the 3×2 promo, the cheapest product (out of three) will be discounted automatically.

Orders

Do I have to create an account to place my order?

Yes. You need to create a customer account to place your first order.

What is the correct method for filling in my shipping address?

First of all, if your first and last name are the ones marked on the doorbell, there is no problem. Otherwise, e.g. if you request delivery to the company where you work, you must enter the company name in the ‘company’ box.
If the name on the doorbell does not match yours, you must enter the first and last name written on the doorbell.
If you still want the delivery to be in your name but another name is written on the doorbell, you can treat the name on the doorbell as a company by writing it in the appropriate box.

You are asked to always write the house number in the address box and not write anything else (e.g. Via Roma 1 delivery to stationery shop, this is incorrect, just write ‘stationery shop’ in the company box and only Via Roma 1 in the address box).

When an incorrect province is entered, the error is not recognised, so please always enter the correct province.

How do I track my shipment?

Once the shipment has been registered in the courier’s database, you will receive an email from us with the tracking number and an email and text message from the courier. You will also find the link to track your shipment in your account under ‘Order history and details’.

Can I get advice on which products to buy and how to use them?

Yes of course, you can request free advice from one of our Influbeauty employees or contact us via the WhatsApp button below under “Would you like to contact us?”.

How can I check the status of my order?

Once you are logged into your account, simply click on “MY PROFILE” and then select “HISTORY AND ORDER DETAILS”.

Can I change my order?

Unfortunately, it is not possible to make changes to a confirmed order.

Can I cancel an order?

Unfortunately it is not possible to cancel a confirmed order.

Will I receive an invoice/receipt in my parcel?

In your parcel you will receive a tax receipt. To receive the invoice you can follow the instructions in the section below “CAN I RECEIVE AN INVOICE FOR MY ORDER?”.

Can I request an invoice for my order?

Yes, you can receive an invoice for your order by writing your request in the notes and entering your invoicing details.

Why has my order been cancelled?

Generally, an order is cancelled if, after making a purchase and choosing bank transfer as the payment method, the bank transfer has not been credited to our account within 3 working days from the date the order was placed.

Payments

What are the payment methods?

We accept the following payment methods: Credit/debit cards Visa, Mastercard, Maestro Google Pay Apple Paypal Satispay Scalapay Bank transfer Please note that the bank transfer to our account must be credited within three working days from the order date, otherwise the order will be cancelled

What is Scalapay?

Scalapay is an innovative payment method that allows the customer to buy in online shops and In Store, receive the products immediately and pay in 3 convenient equal instalments per month. The service has no additional costs for the customer if the instalments are paid by the due date.

I have made the bank transfer but the status of my order is ‘awaiting payment’.

In this case we are waiting for the credit to be credited to our account.

I made the bank transfer but my order status is “cancelled”.

In this case we have not received the credit to our account within 3 working days from the order date.

Shipping and delivery

Shipping costs and delivery times

Domestic shipping is free of charge from orders worth €60.00 and costs €9.00 for orders up to €59.99 (San Marino Republic is included in the same rate).

Domestic shipping times are between 2 and 4 working days.

Shipments to EU-zone countries are free of charge from orders worth €100.00 and cost €9.00 for orders up to €99.99. To Switzerland and the UK a charge of €19.00 is applied for orders up to €199.99, after which it is free of charge.

Please note that for non-EU countries, customs charges apply.

Foreign shipping times are between 5 and 10 working days.

In the case of particularly order-intensive periods (e.g. sales), processing times may be slightly longer.

GLS and GLS Parcel shop

The shipment of your order to a Parcel shop cannot be performed by us, it must be requested by you once you have received the e-mail/sms from GLS.

How do I track my shipment?

Once the shipment has been registered in the GLS courier database, you will receive an e-mail from us with the tracking number and an e-mail/text message from GLS. You will also find links to track the shipment in your account.

The tracking status is “wrong address/addressee unknown”.

Your address or name is incorrect (e.g. you have not entered the house number). You can change this when you receive the storage status from the courier.

My parcel has returned to sender

If your parcel has returned to the sender due to a courier error and you wish to receive it, we will resend it to you as soon as possible.

Can I change the shipping address?

No, it is not possible to change the address. In the event of an error, you can contact support or your reference influbeauty.

Can I postpone the shipment of my parcel?

Yes, you can enter the date in the notes when checking out your order.

Is it possible to receive two orders in one shipment?

Yes, you can receive two or more orders in the same shipment by indicating this in the note of the last order placed.

Do you ship abroad?

Yes, we ship to all EU countries, Switzerland and the UK.

I have received the wrong product

You can contact support by indicating the specific problem.

I have received one or more damaged products

You can contact support indicating the specific problem.

Returns and returns

How can I make a return?

You can consult the returns policy on our website.

Regulations

You can consult the terms and conditions on our website.

I don’t receive emails from the Newsletter

All you need to do is subscribe to the Newsletter. To do so, please follow the directions under “HOW CAN I SUBSCRIBE TO THE NEWSLETTER”?

How can I subscribe to the Newsletter?

Just enter your e-mail address and click the “SUBSCRIBE” button at the bottom of the site homepage.

Can I unsubscribe from the Newsletter?

Yes, of course. At the bottom of the e-mail you receive you will find the option “IF YOU WANT TO CANCEL YOUR SUBSCRIPTION CLICK HERE”.

Influbeauty

Who is an Influbeauty?

An Influbeauty is one of our employees who has been specially trained to give you support before, during and after your product consultation.

How can I become an Influbeauty?

Simply click on “JOIN US”, then you can click on the “WORK WITH US” button and fill in the required data in the form. Once you have created a customer account, you can easily turn it into an Influbeauty account by clicking the “BECOME INFLUBEAUTY” button and filling in the data requested in the form.

Didn’t find your answer?

Contact our support centre (you will receive an answer within 2 working days)

Hi! Need help? Ask our team for support.

Frequently asked questions