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Rewards Room FAQs
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 pop-up shop online. When it's open, 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). Who is eligible for beautyheaven Rewards? Everyone can browse the Rewards Room, however only members who have reached Silver, Gold or Platinum status can cash in their points for beauty products. If you haven’t yet reached Silver status, don’t be disheartened – there are lots of activities you can take part in on the site to build up your points and progress to a higher status. Not a member? Sign up now. Members who have and/or are taking part in the event chat about it in the forums - you can join the conversation and/or ask other members about the Rewards Room here too. Note: If you are a Silver, Gold or Platinum member, make sure you are logged in when browsing the Rewards Room so that you can enjoy the full experience including adding products to your wishlist and checking out etc. When and how long is the Rewards Room open for? The Rewards Room is open for two to four weeks, a few times a year. Watch the video on the Rewards Room home page, to hear how window shopping and actual shopping work together. There is only a limited amount of each product available (it varies depending on the product) and once the products go, that’s it. When all the stock is gone, a ‘Sold Out’ notice will appear, so be sure to get in quick. Note: The brands/products available each time the doors to the Rwards Room open, will vary. See the shopping dates for more information. How do I access the Rewards Room? The Rewards Room can be accessed via the pink 'Rewards Room' button located at the top of you page on a desktop or tablet. On a mobile, you can reach Rewards Room via the drop down menu. When the Rewards Room is closed the homepage simply contains all the information you need to participate in the next event, but you can't actually browse the shop/categories. When it is open, 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 products are in the Rewards Room? It varies depending on product availability. Usually, there are between 100-200 products, with points values ranging from about 50 to more than 3,000 points. To be sure that you're seeing all products in the Rewards Room, go through via the 'All Products' section from the home page. Also remember - when you're refining your search based on category, points or brand, be sure to view all pages, by clicking 'NEXT>' at the bottom of the page (where relevant). There is usually a handful of units available for each product. Given the limited stock quantities, if you really want a particular product, we do recommend purchasing it when it becomes available, before it becomes sold out. Can I buy multiple units of the same product? You can buy 1 unit of each product. We cap this to ensure fairness and give all members the opportunity to purchase a variety of products. Is there a maximum number of points I can spend? No there isn't a maximum amount of points you can spend over the duration of each Rewards Room opening. Note: As mentioned above, given the limited stock quantities, if you really want a particular product, we do recommend purchasing it when it becomes available, before it becomes sold out. How many loyalty points do I have? When the Rewards Room is open, 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 next to your member name in the top right corner of beautyheaven, when you are logged in. If you can't see that, log in to beautyheaven and click on your name in the top right corner to enter your 'My beautyheaven’. Then click the ‘My Points’ tab to see the total points you have available to spend (as well as your status). Do my loyalty points expire? As at 18th October 2017, your loyalty points do not have an expiry date. However please note that both your account and any associated points may expire completely and become void, in the event that you do not log in to beautyheaven for 3 years. Can I pay for postage with PayPal or my credit/debit card? Yes you can pay for postage with paypal, 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. Are there any opportunities to earn bonus points or prizes related to beautyheaven Rewards? Yes - as of April 2016, you have the opportunity to earn double review points (aka 5 bonus points) when you review the products you purchase in the Rewards Room (so long as you have not previously reviewed the product), within 8 weeks of the purchase date (this should give you approximately 4 weeks to trial and review the product). In your profile / 'My beautyheaven' section, you will find a tab that's titled 'My rewards'. In this tab you'll see the products that you've purchased in the Rewards Room, and are yet to review. The date you need to review the product by to get the bonus points will be noted next to the product. Please note that as usual, you can only ever earn bonus review points in one instance. So if the product that you purchased in the Rewards Room and are reviewing is also in the Bonus Round, or you are the first to review it, you will still only ever earn 10 points for the review. 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. In the past we've run a last minute 25% off sales; offered 50 bonus points for sharing your your haul from the beautyheaven Rewards Room on social media; offered 500 bonus points and the chance to win a $1000 beautyheaven pack for submitting a video about why you love beautyheaven Rewards and more. 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 blue 'beautyheaven >' button 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, or removed from, 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 or if you are a Bronze member (as only Silver, Gold and Platinum members are eligible to participate in the Rewards Room). 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 form 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 a Bronze member (as only Silver, Gold and Platinum members are eligible to participate in the Rewards Room), or not logged in, or if that product/category has not been released for official shopping yet. Check the release dates to see when you can officially shop specific categories. 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, email firstname.lastname@example.org with all the details you have and we'll double check for you before you go and attempt to checkout again. Why do I have to pay for delivery? There is a flat rate $10 postage cost on all transactions. This goes a little way to covering some of the costs of postage and packaging. Payments are via credit card or 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 seperately. 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. This only hapenssometimes, but is something to think about. When will I receive my order? As usual, please allow up to 4 weeks (from the last day of the Rewards Room) for the delivery of your beauty haul. We pack and dispatch all hauls in one go, after the event finishes. 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 mebmer 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 check out 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. Email email@example.com with your full name and order number and details of what you have been sent instead. 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. Email firstname.lastname@example.org with your full name and order number and detail what is wrong with your product (including photos). We will post the correct product to you and include a post bag for you to return the incorrect product. If you 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 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. 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 it's way back to the warehouse unopened and in tact, we'll get in touch and happily refund your points. If the email you provided was incorrect, email email@example.com 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? Email firstname.lastname@example.org with ‘Rewards Room parcel query’ in the subject line. Again, if you provided the incorrect post address, beautyheaven is not responsible for this.