Rewards Program FAQ

Membership

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Membership Levels

Bronze: 1 – 350 Points

Silver: 351 – 750 Points

Gold: 751 – 1499 Points

Platinum: 1500+ Points (+ 5 years of membership)

What is the beautyheaven Rewards Room?

The beautyheaven Rewards Room is where loyal members can swap their hard-earned points for free beauty products. Think of it like a shop online. You can drop by, browse a multitude of marvellous beauty products, pop a few of your faves in your wishlist or shopping basket, and pay with your loyalty points (plus postage).

How do I earn points?

Earning points for what you love is oh so simple.

You’ll earn points by reviewing beauty products you’ve tried and by talking in the forums about all things beauty and beyond. Take a look at the table below for a full list of ways to earn points to spend in the Rewards Room.

ActionPoints
Review a product+5
Comment on an article+1 (limited to 10 comments per post)
Post a new forum topic+5 (capped at 50 points)- capped for year only
Sign up+20 (capped at 20 points)
Bonus birthday points+100
Review: bonus points for being the first to review a new product on site+5
Anniversary+10
Adding Topic to favourites+1 (no limit)

Who is eligible for beautyheaven Rewards?

All members can view the Rewards Room and cash in their points for beauty products. Not a member? Sign up now. Members who have shopped and/or are shopping in our all year round Rewards Room chat about it in the forums – you can join the conversation and/or ask other members about the Rewards Room too.

When and how long is the Rewards Room open for?

The Rewards Room is open all year round. There is only a limited amount of each product available (it varies depending on the product) and once the products go, a ‘Sold Out’ notice will appear on the product, so be sure to get in quick. Note: The brands/products available in the Rewards Room will vary, however stock will be replenished regularly.

How do I access the Rewards Room?

The Rewards Room can be accessed via the ‘Rewards Room’ link located at the top of your page on a desktop or tablet. On a mobile, you can reach Rewards Room via the drop-down menu. Once you are on the Rewards Room page, you’ll be able to click through the categories and browse the products available (and add the ones you want to your wishlist or cart – just make sure you’re logged in, or you may experience difficulties doing so).

How many loyalty points do I have?

Your total points available to spend is shown on the Rewards Room homepage (though you must be logged in to see them). You can also see your total points available in the ‘My Account’ area of beautyheaven, when you are logged in. If you can’t see that, log into beautyheaven and click on your name in the top right corner to enter your ‘My Account’. The default screen should display the total points you have available to spend (as well as your status).

Do my loyalty points expire?

Your loyalty points do have an expiry date. Please note that points may expire in the event that you do not log in to beautyheaven for 1 year. 

Can I pay for postage with PayPal or my credit/debit card?

Yes, you can pay for postage through PayPal, with either a credit card or debit card. All transactions are processed through PayPal so your transaction is completely safe.

If I spend my points, does my loyalty status decrease?

No. If you spend your points your status won’t decrease as a result. For example, if you are a Gold member with 1000 points and you spend 700 points, you will remain a Gold member with 300 points available. 

Yes – you have the opportunity to earn bonus review points when you review the products you purchase in the Rewards Room. You will have access to further details about how to receive bonus review points and upcoming competitions in your Rewards Room parcel.

We recommend reviewing the product even if you miss out on bonus points, because hey – points are points and 5 points for a standard review is still better than none!

We also run surprise and pop-up opportunities, so it’s best to check in regularly. And know that some opportunities/surprises may only be revealed when your haul arrives.

The product I purchased in the Rewards Room is no longer listed, what should I do?

If a product listing comes down from beautyheaven after the event and you don’t get the chance to review it, we invite you to share your thoughts on the product and brand in the forum. In these instances, you will not be able to earn points for reviewing the product.

How do I get back to the Rewards Room homepage?

As with beautyheaven, to get back to the Rewards Room homepage click the Rewards Room logo and you will be returned to the main page. 

How do I get back to the beautyheaven homepage?

To get back to the beautyheaven homepage, click the ‘beautyheaven’ logo at the top of the page and you will be taken to beautyheaven.com.au.

How do I add products to my wishlist?

You can add products to your wishlist from the category pages or the product listing in the Rewards Room by clicking the pink love heart icon. A message will pop up letting you know that the product has been added to your wishlist. You can check that the product has been added to your wishlist by clicking the pink wishlist button in the header/at the top of the page.

Note: If a product is in your wishlist, this does not mean it’s yours/it has been allocated to you. It’s not taken off the shelf until it’s in your cart (and will be released from your cart if you don’t check out within 20 minutes).

Why can’t I add products to my wishlist?

You will not be able to add products to your wishlist if you are not logged in to your beautyheaven account.

How do I remove products from my wishlist?

To remove products from your wishlist, simply click on the love heart icon on the product. A message will appear to tell you that the product has been removed from your wishlist.

How do I add products to my basket to checkout?

 You can add products to your basket by viewing the product listing and clicking the big ‘add to basket’ button. If the product has been successfully added to your basket you will get a message inviting you to checkout or keep shopping. You can also check that the product has been added to your basket by clicking the ‘coral green’, “My basket” button at the top of the page. 

Why can’t I add products to my basket to checkout?

You will not be able to add products to your basket if you are not logged in to your beautyheaven account.

How do I know if my order went through successfully?

If your order went through successfully, you will have been shown a screen at the end that said, “Thank you, your order has been successfully placed”.  You will also receive an email (to the email address you provided at checkout) with a summary of your order. To be absolutely sure you can also check your bank statement for the card you used, and see whether BEAUTYHEAVN PTY LTD comes up as a vendor you made an outgoing payment to, and you can check whether the points (to the value of your order) were deducted from your beautyheaven member account (which you can do by checking the ‘my beautyheaven’ section in the top right corner when you are logged in). If you can’t remember your password, you’ll need to go through the password reset process to reset this. If any of these things didn’t happen, your order may not have been successfully processed and in which case, complete a ‘Contact Us’ form and specify your request, including all the details you have, and we’ll double check for you before you go and attempt to check out again.

Why do I have to pay for delivery?

There is a flat rate $10 postage cost on all transactions ($15 for NZ orders). This goes a little way to covering some of the costs of postage and packaging. Payments are via Paypal. This means if you make multiple orders on separate days, you’ll be required to pay for delivery for each of those orders.

If I check out multiple times, do I pay postage multiple times?

Yes. Each order is treated uniquely. If you check out multiple times, you will be charged postage for each one and receive each parcel separately. If you don’t want to pay multiple sets of postage, you can wait until all the products you want are available and do one order. Keep in mind that it is possible for products to become sold out in this time, so you may end up missing out on a product you were hoping for.

When will I receive my order?

We pack and dispatch all hauls in one go at the end of each month (Please Note: If you order a product on the 1st of a month, it will not be pick/packed until the end of that month.) Once your parcel has been dispatched, we will email you (to the email you provided at checkout) with the tracking number so that you can stay up to date with where it’s at in the delivery process. 

Can I change the delivery address of my order after I’ve checked out?

At current this is not an option, so please make sure you carefully fill in the delivery details (at checkout) with the correct information. We use the address you provide at checkout, not the address in your member profile. We will let you know if this option becomes available in the future.

Can I edit my order once it has been processed?

At current this is not an option – you cannot add to or remove products from your order (or edit the delivery address as noted above). Products stay in your cart for 20 minutes before they are released into the shopfront once again. Once you begin to enter your payment information, if there is any change to your order, you will be redirected back to your order page, so you can begin the checkout process again. We will let you know if this option becomes available in the future.

I’ve been sent the wrong product, what do I do?

If you have been sent a product that differs from your order, please do not open or use the product. Doing so may result in you being ineligible for a points refund. Please reach out by completing a ‘Contact Us’ form and specify your request. We will endeavour to get back to you ASAP. We will post the correct product to you and include a post bag for you to return the incorrect product. If the product is not successfully returned or appears opened/used, you will be charged the points value of the additional product.

My product is broken / damaged

If your product arrives broken or damaged, for a replacement or points refund product you will be required to send the product back to beautyheaven HQ. If this has happened to you, please do not open or use the product. Doing so may result in you being ineligible for a points refund. Please reach out by completing a ‘Contact Us’ form completing a ‘Contact Us’ form and specify your request (including photos). We will post the correct product to you and include a post bag for you to return the incorrect product. If the product is not successfully returned (or appears used), you will be charged the points value of the additional product.

My product is faulty

If you think your product is faulty, please contact beautyheaven through the ‘Contact Us’ form to be guided through the process. You will be required to send the product to beautyheaven head office for assessment by the beautyheaven team and the brand. If your product is deemed faulty (and is within warrenty), beautyheaven will offer you either a repair, replacement, or points refund if replacement is not possible. 

My haul from the Rewards Room hasn’t arrived in the mail. What should I do?

Please allow 4 weeks before contacting beautyheaven (Please Note: If you order a product on the 1st of a month, it will not be pick/packed until the end of that month.) Then:

  • Check the receipt that we emailed to you and that the address and email address are correct (if your post address is incorrect your parcel will not find you, and if your email address that you provided is incorrect, you will not receive the tracking number). If the post address provided is incorrect, unfortunately we cannot refund the postage, however if the parcel makes its way back to the warehouse unopened and intact, we’ll get in touch and happily refund your points. If the email you provided was incorrect, please contact beautyheaven through the ‘Contact Us’ form and we’ll locate a copy of your order and forward it to you. 
  • Check with your local post office or mail centre to see if they’re holding the parcel there. Sometimes, the posties forget to leave a card to tell you it’s ready for pick-up.
  • If you’re having the parcel delivered to work, check with your colleagues and the mailroom to find out whether they’ve seen your parcel.
  • Completed all the checks and still no sign of your parcel? Complete a ‘Contact Us’ form and specify your request eg. ‘Rewards Room parcel query’. Again, if you provided the incorrect post address, beautyheaven is not responsible for this. 

What is points racking?

You can reasonably boost your points to redeem in the all year round Rewards Room by submitting genuinely helpful reviews (unhelpful reviews won’t be approved) and by adding genuine value to the community (such as your opinion on the topics at hand via article comments and forum participation).

That being said, we do monitor activity for what we call ‘points racking’ and should we suspect that you are doing (or have done) this – for example by submitting numerous unhelpful reviews, article comments or forum posts in a short time frame – you may be penalised for this. Submitting reviews from other websites or from other beautyheaven members and passing them off as your own, is also considered points racking. Should points racking appear to have taken place on your account your points and status will revert to 0/bronze. You will also be ineligible to participate in the Rewards Room for 12 months, win competitions or take part in Trial Teams and Discovery Bag opportunities. If you have purchased your products, this may be retained with your points being void and your postage refunded. If any parcels are purchased under a different account and sent to the same address, under no circumstances will these parcels be sent.

Unfortunately, these terms may sound harsh though points racking not only goes against the community spirit here at beautyheaven, it also reduces the quality of information that the community uses to help make their beauty and health purchases and it may result in loyal members missing out on spending their hard-earned points in the Rewards Room, on products that they really want to try and review. Please refer to the beautyheaven Rewards program terms and conditions (link below) for further information.

Where can I read the Terms and Conditions for the beautyheaven Rewards program? 

Here are the Rewards Room terms and conditions. You can read the standard terms of use, disclosure policy and privacy policy for beautyheaven.com.au via the links in the footer below. 

Refunds

Please note all orders are final and cannot be altered for change of mind. If product arrives damaged or incorrectly shipped, we will endeavour to re-ship you a new/correct product (pending availability), otherwise refund your points.

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