How Does €44.85 Become €19.05? Weeks of Questions, No Answers
I rarely leave negative reviews, but my experience with BEAUTYCOS was so frustrating that I feel compelled to warn other consumers.
What started as a simple online purchase turned into weeks of unanswered questions, contradictory explanations, and a complete lack of transparency.
I placed an order worth €44.85 and was informed that delivery to Portugal would take 4-6 working days. When it became clear that the delivery would coincide with a trip that had already been planned, I contacted customer service and explicitly requested cancellation of the shipment.
My request was refused because the parcel had already been dispatched.
The parcel arrived while I was abroad. I explained this repeatedly to the company and even provided copies of my flight tickets proving that I was outside Portugal when the parcel arrived and therefore had no realistic possibility of collecting it.
This was not a situation where I simply changed my mind or decided not to collect the package. I informed the company in advance, explained the circumstances, and tried to find a reasonable solution. My concerns were ignored.
The parcel was returned and BEAUTYCOS deducted €12.95 from my refund.
At that point, I began asking what I believed were simple and legitimate questions:
• Which exact clause in your Terms & Conditions authorises this charge?
• Where is it specifically stated that an uncollected parcel automatically incurs a €12.95 fee?
• Can you provide an invoice or documentation proving that this cost was actually incurred?
• Can you provide the company's legal information so that I can properly exercise my rights as a consumer?
Despite weeks of correspondence, I never received clear answers.
No invoice.
No documentary evidence.
No specific contractual clause.
No proper explanation.
Instead, I kept receiving generic responses repeating that €12.95 would be deducted.
What concerns me most is not the amount itself but the complete lack of transparency. When a company deducts money from a customer's refund, it should be able to explain exactly why, identify the contractual basis, and provide evidence when requested. In my case, none of that happened.
Even more disappointing was the fact that obtaining basic information became a struggle. Instead of helping me understand the situation and exercise my consumer rights, the company repeatedly avoided answering key questions and ultimately closed the case.
And now comes the most shocking part.
I paid €44.85.
I received only €19.05 back.
Less than half of what I paid.
So let me ask a simple question to anyone reading this review:
How would you feel if you informed a company in advance about a delivery issue, requested cancellation, provided evidence that you were abroad when the parcel arrived, spent weeks exchanging emails asking for explanations, and ultimately received less than half of your money back?
Would you consider that fair? Would you feel that your rights as a consumer had been respected?
Because that is exactly what happened to me.
At this point, I am requesting a full refund. I do not believe I should bear the consequences of circumstances that were communicated in advance and were largely outside my control. I also do not believe I should have spent hours writing emails and chasing answers that should have been provided from the beginning.
For these reasons, I will be submitting the complete documentation to the relevant Danish and European consumer protection authorities for independent review.
What they’re doing is illegal, as DHL doesn’t charge extra for collecting the item; it’s included in the delivery charge, and I didn’t pay €33 – I paid €44.
If DHL does charge that fee, I’d like them to send me the invoice for both the delivery and the return.
Thank you
Respuesta de BEAUTYCOS.eu
Hallo
We would like to clarify how the refund is calculated.
You contacted us to request an order cancellation only after the package had already been dispatched. Consequently, it was no longer possible to cancel the order at that stage. Instead, we informed you of the option to return the package.
The package was subsequently not collected and was therefore automatically returned to us. The return shipping fee is €12.95; this applies whether the package is returned using a return label or is automatically returned due to non-collection.
The product itself cost €32, and upon its return to us, €12.95 was deducted from this amount to cover return shipping. The remaining balance of the product price—€19.05—was therefore refunded.
We cannot refund the original shipping cost to Portugal, as this expense was already incurred when the package was dispatched to you.
The package was delivered to the pickup point on the sixth business day following the day of dispatch. This was within the expected delivery timeframe of 4–6 business days communicated to us by DHL.
The information above has previously been provided to you in our email correspondence.
Kind regards,
BEAUTYCOS
