Frequently Asked Questions

[vc_row][vc_column][vc_empty_space height=”64px”][vc_column_text]FREQUENTLY ASKED QUESTIONS
COLLECTIONS
What is a collection?
Beauty Bakery offers groups of cosmetic products, assembled into collections. Each collection may contain products of a brand, but may also bring together thematically different brands of products. Our products are available in all countries in which Beauty Bakery is present.
ORDERS
Do I have to register to place an order?
No, but it is recommended. The registration on www.beautybakery.bg is easy and gives you access to all our promotions, features, and functionalities of our website.
The product I want to buy is no longer available. Is there any way possible to order it?
All or any of the products of a collection may run out of stock. We will do our best to supply them again. We encourage you to visit our website regularly, so you can order as quickly as possible the product or collection you desire.
Can I purchase the entire stock of a product or collection?
Should you wish to place a wholesale order, please send us a separate inquiry to the contact details specified on our website.
What is the method of payment?
Products are paid in two ways: with a bank card when finalizing your order or in cash upon receipt (cash on delivery). If you pay with a bank card when finalizing your order, you can use the following cards: VISA, MasterCard, American Express and Maestro.
How do I receive confirmation that my order has been placed successfully?
Upon finalization of the order you will receive an automatic e-mail confirming your purchase.
How will I receive my products and how much does delivery cost?
On the day of delivery, you will receive a confirmation in the form of a text message containing the shipment number and the name and telephone number of the courier in case you want to change the time or place of receipt.
• Delivery to an address specified by the customer:
o For orders over BGN 50 shipping is free-of-charge.
o For orders below BGN 50 shipping costs are BGN 5.

What is the Checking on Delivery option?

Checking on Delivery is a service offered to all Bakery Beauty customers. It enables you to verify that you have received the correct product and whether it is free of defects. The courier is required to wait for you until you check the shipment. If upon checking you decide that the product is not in an immaculate condition (damaged packaging, non-resemblance with the ordered product, etc.), we recommend that you REFUSE the shipment. The shipment refusal process will be explained to you by the courier. In the event that your choice of payment is cash on delivery, please check the consignment before you pay the courier. If you have paid online by credit or debit card and you ask the courier to wait until you do Checking on Delivery and upon such examination you refuse the shipment, we will give your money back to the same back account used for the payment, once the package is returned to us and checked. If your shipment contains more than one product, but after Checking on Delivery you want to cancel only one of them, you will have to refuse the entire shipment (all products from this shipment). Transport costs for orders refused through the Checking on Delivery option shall be covered by Beauty Bakery.
Can I cancel my order?
You can cancel an order by sending an email to info@beautybakery.bg or contact customer service by phone at + 359 898 781 111 (charges are according to your subscription plan and the rates of your mobile operator).
Can I order if I am not in Bulgaria?
Orders placed on www.beautybakery.bg are completed solely on the territory of the Republic of Bulgaria.
Can an order contain products from different collections?
Yes, it can. It is possible to have an order containing products from different collections. You can finish your order after you add all of the selected items in the shopping cart. It is possible that products from different collections to be delivered to you at different times depending on when they arrive in our central warehouse. In the event of any delay of one or more of the products selected in your cart, we will notify you by email or phone.
Is it possible to have a joint delivery of two or more different orders?
A joint delivery of orders is not possible, whether or not containing products of the same or different collections. For each order of products worth less than BGN 50 you will be charged a shipping fee of BGN 5. Orders of products worth more than BGN 50 is free-of-charge.
RETURN OF PRODUCTS
Can I return items?
According to our General Terms and Conditions, any items ordered can be returned in the condition in which they were received (without traces of use, with all labels and accompanying documents) within 30 days from the date of receipt, without giving an explanation and without being limited to the services of a particular courier. To submit a return application it is enough to fill in the return form in your customer account created with Beauty Bakery. If upon receipt any of the items is damaged, we encourage you to contact our Customer Service by phone at + 359 898 781 111 (charges are according to your subscription plan and the rates of your mobile operator) or by email to info@beautybakery.bg.
Return policy: we recommend that you return the products in their original packaging. In case you return an item in a packing other than the packaging in which the item was received, the return will not be accepted.
Can I replace items?
Unfortunately, any items ordered cannot be replaced with other items. If you want a different item, you can place a new order. Note that you may return the item that does not suit you, only in case that you have not used it, and you have not damaged its original packaging.
How to return an item?
To return a product you need to contact our Customer Service by phone at + 359 898 781 111 (charges are according to your subscription plan and the rates of your mobile operator) or by email to info@beautybakery.bgand follow the instructions of our operator.
You can also use the return form in our General Terms and Conditions; one return form is associated with one order only. If you wish to return items from different orders, please contact our Customer Service by phone at + 359 898 781 111 (charges are according to your subscription plan and the rates of your mobile operator) or by email to info@beautybakery.bgand follow the instructions on our operator.

What documents are necessary to return an item?
No paperwork is needed. It is enough to fill out the return form on your account and make sure that the items are eligible for return: free of traces of use, dirt or damage, and accompanied by all item-specific documents. We reserve the right to refuse a return of an item that is not in a good salable condition.
What is the address for returning items?
There is no need to specify the address on the packaging. All you need to do is to seal the package securely. After filling in the online return form, the courier will come to take the package for which all necessary information is already available in advance based on the completed return form.
What is the time period within which I can return an item?
You may return products within 30 days of the date of receipt.
When will I be refunded?
As soon as we process the return, we will refund the relevant amount to a bank account specified in the return form, or if you have paid online – to the debit or credit card. The amount will be available in your bank account within 14 days, depending on the work processes of your bank.
When can I expect the courier to come to take back the shipment?

The courier will come to take back the shipment within 2 business days after sending the return form.
How much does it cost to return an item?

All returns are FREE-OF-CHARGE and are implemented through our courier partners.
What happens after filling in the online return form?

Once the return is successful, you will be informed by email and by phone about the status of the returned item(s):
– You will be informed that the returned item(s) has/have arrived in our warehouse.
– Once we check the status of the returned items, you will be informed whether all the conditions for return are met.
– We will inform you when we make the payment.
PERSONAL DATA PROTECTION
Is my personal data protected when shopping on Beauty Bakery?

Of course! It’s completely safe to shop on the Bakery Beauty’s website. All information is stored with extremely high level of security. In addition, access to the each customer account is restricted by a unique password. SK Trade OOD is registered with the Personal Data Protection Commission under number 432881. For more information about personal data protection, please refer to our General Terms and Conditions on our website.
SUGGESTIONS FROM CUSTOMERS
Can I make suggestions of brand(s) and/or collection(s) that I like or dislike?

Beauty Bakery strives to offer products that suit your requirements. Therefore, any suggestion of brands and/or collections that you want to see on our website, will help us live up to your expectations. You can make suggestions by contacting our Customer Service by e-mail to info@beautybakery.bg or by phone at + 359 898 781 111 (charges are according to your subscription plan and the rates of your mobile operator).
E-PAYMENT
Is it safe to pay online?

Yes, absolutely. The bank card details are not retained in the register. The connection between the user’s computer and Borica is also secured by the latest encryption standards.
Who can pay online?

Everyone who is a holder of a valid bank card.
Do I need a username and password?

You need only your bank card. In some cases, an authentication confirmation is required depending on the type of card, and a confirmation of the service provider. For more information about this type of payment, we advise you to contact your bank which will give you the most thorough answer to this question.
Is there a charge for this service?
There may be an additional charge for this service, depending on the type of your card or the requirements of the bank. You can get detailed information from your bank.
My Internet connection failed as I was making the transaction. What can I do?

Please check your cart and your confirmed orders. If the order that you have attempted to do is not confirmed, it is advisable to do it again after the connection is resumed.
Is it possible to make a payment from a foreign bank?

You can make a payment using all major credit cards (VISA, MasterCard, American Express and Maestro) irrespective of the country in which the Bank is situated. You might be subject to additional charge should your card is administered by a foreign bank.
Is it safe to use a bank card online?
Beauty Bakery and the bank do not keep your bank card details. The transaction is implemented through a secure system and the encryption systems of Borica are such.
To what extent the provision of information about the bank card is safe?

The information is provided to one of the most secure online payment systems. These details are only exchanged between the user’s computer and the Borica server.
If I don’t receive an item I have paid for with a bank card, will the amount be debited?

The amount is withdrawn from your card immediately after you finish your order. If an order is cancelled or refused, Beauty Bakery will immediately initiated giving your money back, which will be credited to your bank account within a few business days depending on the bank.
What can I do if the delivered item is not the one I have ordered? What should I do if I am charged for the wrong product?

Please contact our Customer Service by e-mail to info@beautybakery.bg or by phone at + 359 898 781 111 (charges are according to your subscription plan and the rates of your mobile operator).
What should I do if after payment with a bank card I’m not happy with the condition of the product delivered.
You can return the product, in which case the applicable general conditions for return. If you have questions about product returns, please contact our Customer Service by e-mail to info@beautybakery.bg or by phone at + 359 898 781 111 (charges are according to your subscription plan and the rates of your mobile operator).
How will I be refunded if I refuse an order?

Should you refuse an order Beauty Bakery shall give your money back which will be credited to your bank account within a few business days depending on your bank.
What information do I need to make a transaction?

You need the details of your bank card, such as number, expiry date, CVV2 code. Sometimes the name of the card holder is also required.
How often can I use the service?
You can use the online payment service unlimitedly and when you have sufficient funds available in your bank account.
When will the payment amount be charged to my bank account? How quickly will the transaction be implemented?

Your bank account is debited immediately after approval of the order.
What should I do if there is a need to make changes to the order after I have confirmed the payment?

Please contact our Customer Service for additional instructions and subsequent changes in your order.
What do I do if I have difficulties with the use of the e-payment service?

Please contact your bank or our Customer Service, depending on the problem. We recommend that you make sure you have sufficient funds in your bank account.
Is there a minimum order amount?
There is no such minimum. Please check if you have a limit on the amount of transactions in your bank account.
What will be shown on my bank account statement?

The statement must show SK Trade OOD.
Can I receive information about past transactions?

It is possible, if your bank offers this service. On the Beauty Bakery webpage you can track your orders in your Account.
Who can I contact for further questions?

You can contact our Customer Service by e-mail to info@beautybakery.bg or by phone at + 359 898 781 111 (charges are according to your subscription plan and the rates of your mobile operator).[/vc_column_text][/vc_column][/vc_row][vc_row][vc_column][vc_empty_space height=”64px”][/vc_column][/vc_row]