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As you all know we unfortunately encountered an issue with the checkout process on the Beauty Vault. We don't know what has caused it, so we'll need to let the software guys look at it tomorrow.
We appreciate it's frustrating when things like this happen - it frustrates us just as much I can assure you.
As per our email, we're asking those that placed an order (with payment coming out of their accounts) to hold tight until we've spoken to our developers - there are a couple of reasons we're not rushing to a quick-fix;
- The payments are showing as failed in our system which means they may automatically be reversed by our banking system.
- Depending on the issue the software guys might be able to push a fix that will retrospectively align things in our backend, triggering order confirmation and points deduction.
We want to minimise confusion and further disappointment by having the full picture before deciding on the resolution path.
A quick reminder that yes, we check in with the forum, but we actually process the most enquiries via email, followed by Instagram and Facebook. We aim for a 24 hour response time during the week, but at the weekends you can expect a delayed response. Life happens to us all, even to the Crew during Vault hiccups unfortunately and we can't guarantee a super speedy response 24/7.
Please refrain from contacting Crew members via their personal social accounts.
And yes to catch a previous question; the vault will remain open as per the 'new way' - we close it periodically if we have a big restock. Why? So people have the chance to pick up a few things they really want, instead of drip feeding additions and them accruing further postage costs. So once back up, you can expect it to stay open for the foreseeable.
Have a great Sunday everyone.
An email from BR says that they'll get in touch with everyone who placed an order on Monday to sort things out. Problems like this are frustrating, but they happen, we're all just human. I'm sure they'll figure it out.