BY TERRY Opiniões 

Resposta da BY TERRY

16/07/2026

Dear ,

Thank you for your message, and we're truly sorry for the frustration and inconvenience you've experienced.

After investigating your order, we confirmed that the shipping address provided was in Puerto Rico, which we unfortunately do not ship to. While Puerto Rico is associated with the United States, it is considered a U.S. territory, and we currently only deliver to addresses located in the continental United States.

We have processed a full refund for your order. In addition, we have also offered you a commercial gesture so that you can place a new order quickly and enjoy the products you were looking forward to receiving.

If you have a valid shipping address within the continental United States, you are very welcome to place a new order, and we'll be happy to serve you.

We were also very sorry to see your Trustpilot review. We would like to reassure you that your request was handled by a real member of our customer support team—not by a bot. As soon as we received your inquiry, we contacted our logistics partner to understand why UPS was requesting additional customs charges. Unfortunately, this investigation took longer than expected, and we sincerely apologize for the delay in getting back to you.

We completely understand your disappointment and hope you'll give us another opportunity to provide you with the experience you expect from our brand.

Kind regards,

Resposta da BY TERRY

10/07/2026

Chère Corinne,

Sachez que votre avis Trustpilot nous attriste, car la satisfaction de nos clientes est au cœur de nos priorités. Nous sommes sincèrement désolés d’apprendre que notre politique concernant l’envoi d’échantillons vous a déçue.

Permettez‑nous de vous apporter quelques précisions. Afin de vous offrir un conseil réellement sur mesure, nos experts analysent avec attention les photos de votre visage ainsi que la luminosité, afin de vous guider vers la nuance la plus adaptée. C’est cette étude approfondie qui nous a permis de vous recommander la teinte proposée.

Nous comprenons parfaitement le besoin de tester nos produits directement sur votre peau avant de faire votre choix. Si vous ne pouvez pas vous rendre dans notre boutique à Paris, nos produits sont également disponibles chez nos revendeurs agréés. Vous pouvez facilement trouver un point de vente proche de chez vous grâce à notre outil Shop Locater disponible sur notre site: Store locator – BY TERRY EU

Notre équipe reste bien entendu à votre entière disposition si vous souhaitez affiner la recommandation de teinte.

En espérant avoir l’occasion de regagner votre confiance lors d’une prochaine expérience.

Belle journée à vous,

Resposta da BY TERRY

8/07/2026

Dear Ana,

We are truly sorry for the experience you described, and we want to sincerely apologise for the inconvenience caused. Our customer service has recently undergone changes, and we are now fully committed to providing the level of care and support our customers deserve.

The situation you encountered is not the image we wish to convey, and we are genuinely saddened by your Trustpilot comment. For this reason, we have immediately arranged a replacement for the broken product at our expense, along with a small complimentary gift as a gesture of apology.

We confirm that a new order has been validated today for shipment. Your new order number is: BYT13651

Please feel free to contact me if you have any questions.

Resposta da BY TERRY

Actualizada a 1/07/2026

Dear Sharon,

First and foremost, I want to sincerely apologize for the terrible experience you’ve had with us. This is not the standard of service we aim to provide.

Please rest assured that I have personally taken over your file to make things right.

I am writing to confirm that we have validated and processed a new order today containing your missing product. It is being prioritized by our shipping team. To show you how truly sorry we are, we have also included a special complimentary gift in your package.

You will receive a tracking number via email as soon as the package leaves our warehouse.

We are deeply grateful for your patience, and we are committed to regaining your trust. If you have any further questions or if you do not receive your tracking info shortly, please come back to us at : help@byterry.com

Wishing you a wonderful day ahead, and once again, please accept our sincerest apologies.

Resposta da BY TERRY

15/06/2026

Bonjour Christelle,

Nous prenons connaissance de votre message et regrettons sincèrement votre insatisfaction concernant le délai de traitement de votre retour.

Après vérification de votre dossier, nous constatons que notre service client vous avait sollicitée afin d'obtenir une preuve de dépôt de votre colis retour. N'ayant malheureusement pas reçu de retour de votre part avec ce document, nous avons été dans l'impossibilité de valider et d'enclencher votre remboursement plus rapidement, comme nous vous l'avions indiqué dans nos précédents échanges.

Afin de régulariser au plus vite votre situation, nous venons d'enclencher manuellement votre remboursement. Selon les délais interbancaires propres à votre établissement financier, la somme sera créditée sur votre compte sous un délai maximal de 7 jours ouvrés.

Nous vous remercions pour votre compréhension et restons à votre disposition pour tout complément d'information.

Sincères salutations,

Le Service Client BY TERRY