Get more information below. If you do not see your question being answered or need further clarification, please fill out the online form and hit the send button. We are available to assist with any questions you may have.
Please note that we sell exclusively to professionals. Before you place an order, please make sure that you are happy with the products you have and your shipping address is correct.
We ship throughout the Middle East. Please note that custom and duty charges are not included in the shipping costs.
An account is not required to make purchases on our website for most products.
But we do recommend creating one, as it makes it easy to check the status of your order and gives you access to your full order history.
You can also save your shipping and billing information for a quicker checkout experience.
You are required to register for an account, if you are trying to purchase any products which requires you to be trained in them (e.g. Yumi Solutions).
All order updates, including confirmation and shipping emails, will be sent to the email address provided by you when placing the order. You can also email email@example.com and our team will able to provide you with this information.
If you would like to change an order that you've just placed, please email us at firstname.lastname@example.org as soon as possible. We will try to accommodate your request; however, orders that have already been shipped cannot be modified or cancelled.
If you would like to cancel your order, please email us at email@example.com as soon as possible.
We will try to accommodate your request; however, orders that have been shipped cannot be cancelled. If your order is unfulfilled we will be able to assist you with the cancellation and refund process.
Please keep in mind our customer service department hours are Monday through Friday 9am - 6pm GST. We are is closed on weekends and major holidays.
Please send an email to firstname.lastname@example.org with the order number, a picture of the order you received, the name of the missing item.
Note that all order issues need to be reported within 3 days of delivery, as stated in our T&Cs.
Please send an email to email@example.com with your order number and a picture/video that shows the damage of the item you received.
If the package shows external damage, please send us a picture and contact courier as well.
You need to contact us within 3 days from the date of receipt of the damaged product(s).
We are very sorry for the inconvenience. Please send an email to firstname.lastname@example.org with a picture of what you received and the order number. All order issues need to be reported within 3 days of delivery, as stated in our T&Cs.
If you would like to change the address on an order, please email us at email@example.com as soon as possible.
We will try to accommodate your request; however, if your order has already been shipped we are unable to change your address. You can request a redirection by contacting the courier directly.
We accept debit and credit card and Tabby (only available in UAE & KSA).
If you wish to pay by bank transfer, you can send your order to firstname.lastname@example.org and our team will be happy to assist you.
Please note that if you choose bank transfer, your bank may charge fees for international transactions. All bank charges and fees are to be covered by you.
We do not have discount codes that we give to customers.
For new customers, if you sign up to our newsletter, you will receive a 15% off discount code in your welcome email.
For existing customers we have launched a bulk purchase incentive where you have the option to save upto 15% on individual product purchses, depending on the unit quantities ordered.
Tabby does not approve 100% of all orders as they are committed to supporting responsible shopping habits. We understand that it can be frustrating to be declined for purchase after being approved in the past. Tabby uses different factors to determine whether orders are approved and your spending limit may vary. Our Customer Service team is not able to change the automated outcome of the approval decision.
How can I increase my chances of getting approved?
A good payment history with Tabby can improve your chances of being approved for more purchases as well as how long you've been using Tabby to shop.
If you have negative balances on unpaid purchases, it might help to pay them off to possibly increase your approval chances.
The total amount in the shopping cart may be too high, so try to remove an item(s) and try again.
Make sure you have only one Tabby account created.
To continue with your order, you will need to replace the order choosing a different payment method.
You may reach us at email@example.com if you have any further questions.
Shipping & Delivery
Based in United Arab Emirates, we deliver throughout the UAE.
We also ship to Afghanistan, Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar and Saudi Arabia.
If you do not see your country listed, please email firstname.lastname@example.org and we will be able to assist you in finding a distirbutor for your region.
The shipping costs are calculated automatically before check out and depend on the weight of your parcel and destination.
Please note that this amount does not include any Vat, custom duty charges or additional import fees.
All international orders (outside of UAE) are subject to VAT and customs duty fees as defined by the country of import.
Unfortunately, we are unable to share what these charges could be as duties will be determined by the country of import upon arrival of your order and are based on product value. These fees are not included in your order and/or shipping total. You will be contacted by the courier directly if you need to pay customs.
You are responsible for checking with the shipping destination country as to their regulations regarding duties and taxes. You are also responsible for paying any import duties, taxes or other fees that may be applied.
Pro Beauty Group is not be responsible for, nor can we offer, any specific advice regarding any customs-related fees that you may incur. For specific information, please consult with your local government import office.
We ship orders usually within 2 business days.
We do not ship on weekends or national holidays. If you order over a Holiday or weekend, your order will be shipped the next available business day.
Once your order has been shipped, you will receive a shipping confirmation via email with a tracking number.
Before your order starts its journey to you, you will receive an e-mail with your shipping information and your tracking number.
If you did not receive an e-mail with your shipping confirmation, please check the time and date when you placed your order and add 2 working days from that date. That is the time that you should receive your shipping confirmation e-mail.
Please be aware Pro Beauty Group is not processing orders over the weekends. Orders placed on Fridays after 11:00AM GST will not be picked up by the courier until Monday.
If your order is in the timeframe and should be en-route, and you did not receive a shipping confirmation e-mail please check your junk and spam folder for the confirmation e-mail as well as other e-mail addresses you provided when placing the order. You can also access your order information through your online account CLICK HERE
If there is an error with your e-mail address our representative will be happy to help with updating it and will provide you with your tracking number. You can email us at email@example.com.
Once your order is in transit, you should receive it within 1-2 business days within the UAE and 2-4 business days outside of the UAE.
Customer can track their order by contacting the courier company directly and providing tracking number provided.
In rare circumstances there can be delays from customs in imported country. Unfortunately Pro Beauty Group has no control over these delays and we recommend reaching out to the courier directly to follow up.
Transit Time does not begin until your package leaves the shipping carrier's facility and does not include weekends or holidays. Pro Beauty Group reserves 48 hours for processing from the time an order is placed before it is transferred to our courier and leaves our warehouse for shipment.
Below is an example of typical processing for an order. Please note that this is just an example and not a guaranteed timeline:
Day 1: Order is placed. Orders placed before 11:00am GST on business days have a chance to be picked up by the carrier the same day. Please always take into consideration that in high traffic days package may not be processed until next day. If the order is placed after 11:00am GST, or on a weekend or holiday, the package will be picked up by the courier on the following business day.
Next Business Day: Package has its first transit scan and has started en route for its destination (“pick up scan” is not part of transit time).
Please note packages will only move during business days (weekends and holidays are excluded towards transit time).
We provide the above example to help you plan accordingly when ordering supplies for your upcoming client appointments. Please plan your orders to allow extra time for possible unexpected delays.
Please note that orders are shipped and delivered on business days only (Monday – Friday, excluding major holidays).
We are proud to offer a variety of shipping methods for our customers.
For UAE shipments same day, within 4 hours and next day delivery options are available for customers. Orders are shipped and delivered to a valid shipping address on business days only, between 8am - 10pm (excluding weekends and major holidays).
For International orders we offer one options being express. Orders are shipped and delivered to a valid shipping address on business days only (excluding weekends and major holidays).
We ship all orders from our headquarters in Dubai, UAE.
If your tracking information shows as delivered but you cannot find you order - Please check areas around your house and neighboring houses / business. Often times the package was handed to the neighbor or dropped off at the wrong address close by.
In many cases couriers will hide packages from public view to prevent it from being stolen. Please reach out to the courier directly to report the issue. Do not worry as lost package(s) are usually found by the courier in 1-2 days.
If you’ve followed all of the above instructions and your package is not able to be found please e-mail us at firstname.lastname@example.org and we will be able to further assist you.
Please understand that no one from our team intends to lose your package and we are here to resolve the issue with you so we would like to thank you for your patience and understanding.
We recommend tracking your parcel and contacting the responsible courier, as they will be able to tell you where your parcel is located.
As all international orders (outside of the UAE) are subject to customs and duty fees, your parcel may be under processing by customs.
Unfortunately, it may happen that the package will be reported as lost. In this case, please stay in touch with the courier and contact us within 10 days from receipt of notification regarding the accidental loss, so we can immediately contact the courier as well.
Returns Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned; - Gift cards - Downloadable software products - Online Training
To begin the return process, please submit a return request to email@example.com within 7 days of your order being delivered and obtain a return authorization number. Items that are unopened, unused and in the same condition that you received them are eligible for refunds. Refund will be given in way of store credit only.
There are certain situations where refunds will not be granted (if applicable);
- Obvious signs of use - Any item not in its original condition, opened, damaged or missing parts - Any item that is returned more than 7 days after delivery
Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your account and you will receive email notification of credit, within a certain amount of days. If rejected, order can be sent back to customer at buyers expense, when the shipping invoice has been paid.
Sale items (if applicable) Only regular priced items may be refunded, unfortunately sale items cannot be refunded/returned.
Exchanges (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org.
Shipping To return your product, you should mail your product to the address given with your return authorization number.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund in way of store credit, the initial shipping cost will be deducted from your store credit.
If you are shipping an item over 250 AED, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Pro Beauty Group is not responsible for unauthorized returns. We will ship them back out at the buyer’s expense under the condition that the shipping invoice has been paid. If there are any unauthorized returns sent back and the return shipping fee isn’t paid within 3 business days, the products will be discarded.
In the unfortunate event that you have experienced a fault with your product, we are eager to resolve this for you as quickly as possible, you must contact us within 3 days of receiving your package.
We therefore ask that you submit your return request to email@example.com.
Returns will be processed within 3-14 Business Days. Shipping charges to exchange may be applied.
In the case that a package is refused and shipped back to Pro Beauty Group, if the items are received in the same condition as sent to the receiver, we will refund in way of store credit, for the products only. Please note that any return shipping fees, customs duties, or other associated fees that are billed to Pro Beauty Group by the carrier will be deducted from the refund amount.
Due to the nature of cosmetic products we are unable to accept returns on the following cosmetic product but not limited to eyeliners.
Please write an email to firstname.lastname@example.org, so we can assist you.
Yes! You will be automatically enrolled when your register for an account.
You can find out more about our rewards program by clicking the rewards button on the bottom left of our webiste.
Please note if you check out as a guest we are unable to transfer any point which may be accumalated to your account.
Our team is happy to assist you and answer your questions via email, phonecall or whatsapp between Monday and Friday from 9 am to 6 pm (GST) except on public holidays.
To be able to assist you promptly with questions regarding your purchase, please prepare your order number.
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