Ry.com.au Questions & Answers
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Since your now in the UK do you do free shipping to Australian residents if they order over $50 or$? Worth of products..
Hi Deborah! Ry customer service reps/contact e.g. (online chat) seems to be based overseas. Website states free shipping for purchases over $30. Have lovely day :-)
Can I by Friday Ry.com in Australia using a gift card from coles
Why Ry cosmetics don't cancel my order earlier ? They cancelled my order after one week with the reason that my order was not matching security requirements. I asked them where is my order after one week and then they give me answer that my order had been cancelled.
Should I be getting a foreign fee charge if I purchase from RY.
Hello do i have this in correct routine for my face.
Cleanser - Rodial Vitamin C Brightening Cleanser 135ml
- Toner - Rodial Vitamin C Deluxe Glow Tonic 100ml
Eye serum - The Ordinary Caffeine Solution 5% + EGCG 30ml
Moisturiser -Morning Snail 96. Skinstitut Moisture Defense Oily Skin 50ml - Serum - The Ordinary Supersize "Buffet" Multi-Technology Peptide Serum - The Ordinary Hyaluronic Acid 2% + B5 Hydration Support. Ordinary 10% Argireline Solution. Matrixyl.
- Night Cream - The Ordinary Vitamin C Suspension Cream 30% in Silicone 30ml
Night Serum - The Ordinary Lactic Acid 10% + HA 2% Superficial Peeling Formulation.
Hi Marion It’s so wonderful to see that you take care of your skin with such a variety of different products! Although they are all great selections, you don’t necessarily have to use them all in one routine.
We would recommend to only use 1-2 skin treatments in your night time routine to avoid any irritation that may come as the result of combining too many active ingredients.
For your night time routine, we would recommend choosing one out of four of The Ordinary treatments that you have and alternate them each day depending on the needs of your skin. For e.g. The Hydration Support for when your skin is feeling dehydrated/dry.
We would also highly recommend applying an SPF in the morning to protect your skin from UV rays as active skincare ingredients can cause the skin to become photosensitive.
Kind regards, Matt
Hi Matt, thank you for your reply, You say only use one out of4 ordinary products, I only had Vitc & latic acid, I do alternate them. I'm confused on what you have written, can you look at my routine again please., you don't even mention my morning routine. but mentioned night twice?? I appreciate your time. Marion
Hello Marion,
I have passed this over to our Beauty Experts and I will contact you back shortly.
Kind regards, Matt
Thank you I look forward to the help from. your beauty experts. Regards Marion
HELLO I have never had a answer from your beauty team, look forward to hearing from them. MARION O'BRIEN
Hi Marion I’m happy to confirm your morning routine looks great and therefore didn’t require any edits. As you are currently alternating your acids, I don’t believe there’s anything else to advise and that you have put together a wonderful skincare routine.
Kind regards, Matt
So Matt you are from the beauty team, this answer is from them? You did say you were going to pass it on to them. Thanks for your time Marion
I hope you can help, overwhelmed with all the products, I need help with The Ordinary products, this ismy skin routine, can you tell. This is my routine, please help ne put them in correct order of use.
Can someone please help me contact RV? I placed an order a week ago, no confirmation, no emails on tracking?? Like can someone help please
Thank you for taking the time to leave your review. I am sorry to hear of this matter and I do want to get this looked into. At present I cannot locate your account, can you please update your review or contact us via your account or Social Media.
I look forward to getting this resolved.
Kind regards, Matt
How do I return a very dirty second hand item that just was sent to me. It has someone's hair on it and the box is incredibly damaged. So disgusting. Please let me know how to return and get refund.
Thank you for taking the time to leave your review. I am sorry to hear of this matter and I do want to get this looked into urgently. At present I cannot locate your account, can you please update your review or contact us via your account or Social Media.
I look forward to getting this resolved.
Kind regards, Matt
What happened to customer service? Used to be able to call them, now no number shown & Live Chat unavailble. Can't even get an answer to message sent.
Thanks for the question, Heather.
I can advise you can contact us via Social Media, the message centre on your account or Live Chat via your account as well. We are always happy to help.
Kind regards, Matt
how come to return an item that was sent incorrectly it has to go all the way to Poland Magazynowa, Magnice, 55-040, Poland why can't it just be returned to Australia
Thank you for taking the time to leave your review, Michelle. I am sorry to hear of this matter and I do want to get this looked into. At present I cannot locate your account, can you please reply back with an order number or message in via your account and ask to speak to Matt on the Relations Team.
I look forward to getting this resolved.
Kind regards, Matt
I have taken this up with Pay Pal disputes now as i was just getting the run around from all different people each day i went to live chat.. In the end they said they will not do anything .. I bought i Hot tools hair curler for short hair tried it once and the curler brush was way too large for my hair.. So false advertising as this was not for short hair at all... So they said they can do nothing now its been used... It was tried not used.. But this hair curler is NOT for short hair... 297986233
I have messaged you via your account regarding this, Michelle.
Please sign in to view this.
Kind regards, Matt
I have recently made a purchase on the Australian website for products worth approx. $40 au. Why have I I been charged an overseas transaction fee on my credit card for this purchase. Did I miss something…. there was no obvious indication anywhere during the purchasing process that this would happen… PLEASE explain.
Thank you for taking the time to leave your review, Kevin. I am sorry to hear of this matter and I do want to get this looked into. At present I cannot locate your account, can you please reply back with an order number or message in via your account and ask to speak to Matt on the Relations Team.
I look forward to getting this resolved.
Kind regards, Matt
Hi Matt , My order number was 298095621 for the purchase in question dated 13/6/21. As i have already mentioned why was I charged a o/s transaction fee for this purchase??!!!!
I have messaged you via your account regarding this, Kevin.
I will be able to get this looked into.
Kind regards, Matt
Hey Kevin, Let us know why you were charged an overseas transaction fee. Seems that RY are still trying to tell their customers that they are an Australia business.
My order says it’s been delivered but it hasn’t been On Aus Post website it says delivered to Altona Vic?
Tracking Number: 33EJK137150201000960809 Order Number: 257588497
Most recent update Delivered ALTONA VIC
No replies to online enquiry through website or Facebook, also tried emailing service and it bounced back, tried the feedback email which directed me to enquire through the website, the live chat has been disabled and the phone number goes to voicemail also directing me to the website.
HELP PLEASSSEEE
Thanks for the review, Alana.
I am sorry to hear of this issue, I can see the Customer Service Team has resolved this issue for you.
Kind regards, Matt
Just looked at my credit card $240.21 went out of my account to you. Can you please tell me what it was that I bought?? Reference992509
Woww how could happen you should asking to CS Never purchased that kind totals Must be big mistake
Thanks for the review, Sue.
This is not a reference number I am aware of sorry. Your order number should begin with a 2, can you please message me back with this and I can advise further?
Cheers, Matt
That is the only reference number which is on my credit card about this payment. See below. to external link external link GBR – $240.21 TypeMoney Out (Credit Card) Date of Transaction 24 Sep 2020 (Thu) Date processed25 Sep 2020 (Fri) FromAirpoints Mastercard **** **** **** 3477 To external link external link GBR Card Used **** **** **** 3477. $240.21 Interest rate20.95% PlanPURCHASES Reference992509
Hello Sue,
This would be a banking reference.
You would have received an order number beginning with a 2 when you placed your order with ourselves.
Do you have an email address you could have placed the order with?
Thank you, Matt
I do apologise for the delay, Susan.
I can see this order was placed on an account matching your details, the name Joshua was used.
I have messaged you via your account regarding this.
Kind regards, Matt
I ordered 4 boxes and only received 3 until now of the iluminage youth activator contouring serum
Thanks for contacting us, Nithya.
I am sorry to hear this, can you please message us via your account and we can advise further?
Cheers, Matt
On the 28/11/2019, my visa account shows 2 payments of $164.22.Paid to external link . Could you please advise what product the payment was for and why there were two payments? My email is glendahallnz@gmail.com Thanking you Regards GlendaHall
Thanks for contacting us Glenda.
I have messaged you via your account explaining this, there is nothing to be concerned about.
Thank you, Matt
Thanks Matt. What account? Regards Glenda
This would be via your Facial Co account.
Kind regards, Matt
Customer gets charged double and customer service rep's reply is that there is nothing to be concerned about?
Problem dealt with satisfactorily Thankyou
Order number is 174061705 I emailed about my order, it hasn’t been processed yet. But have just noticed in the new “The balm take me me home bronzers have ingredients I’m very allergic to. Please can I either cancel the order, or swap for The balm Bahama mama” as it’s the one I’ve always used for years with no problems. Thankyou
Hello Chantelle,
I am sorry to hear this, I have just dropped you a message privately regarding this. Please sign in to view this and I can look into this.
Cheers, Matt
HI, I have placed an order for GHD 6 days ago, it says the items have been dispatched but I havent received any notification of it. Have tried calling the customer service in NZ but no one answers the phone and they havent replied to my emails. Getting fed up as I need the items soon as heading away, if I had of known it was going to be this hard would have purchased them elsewhere!! Please can someone reply to me.
Congrats! Next time read reviews about them. Not the best place to order
Thanks for taking the time to leave your review Nessy, I am sorry to hear of this matter.
Please can you respond to the message I have sent you and I can look into this.
Cheers, Matt
Hi there - I ordered some straighteners 2 weeks ago and delivery was estimated to New Zealand on 24th April. DHL advised that the goods were never handed over to them despite getting a dispatched email on the 16th from RY. I have called customer services who are based in the UK 3 times - still with no answer or reason for the delay. Please can I have a number for an Australian based contact who can look in to this urgently for me as I am moving house in 4 days! Not impressed so far! Thanks
Hey Sophie, I just wanted to let you know that RY are no longer an Aussie company. The original Australian owners sold the business to a UK company (The Hut) last year and from there they have closed down the Australian side of the business and now everything is done from the UK (although they like to pretend that they are still based in Australia but they most certainly are not). They do have an Australian phone number but it is diverted to the UK number. So unfortunately any products that you order from them will be sent from the UK.
Thanks for contacting us Sophie, I have dropped you a private message. I will be able to investigate this and get this resolved for you I can assure you of that.
Kind regards, Matty
I gave my daughter a hair dryer for Christmas and she dies not want a red one. Am I able to change this
Marg
Hey Marg! Can you please sign into your account and message in and ask to speak to Matt on the Customer Relations Team. I will be able to assist and get this resolved once your message is passed over to me.
I look forward to speaking to you!
Cheers,
Matt
how is it possible that your prices on some products like some from dermalogica are cheaper on your website but more (much more) expensive on their own (dermalogica) website ?? That is very strange in my eyes. Looking forward to your answwr and will contact Dermalogica too after your answer.
cheers
Hello Steinze,
Thank you for reaching out to us!
Are you please able to confirm which products in particular you are referring to?
We work closely with dermalogica and are happy to address any queries you may have.
Best regards,
Raisa
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