e.l.f. Bath & Body is the pampering line of Moisturizers and Cleansers.
faqs
GENERAL
How can I receive information about e.l.f. Cosmetics and current promotions?
Please feel free to sign up for our newsletters at: http://www.eyeslipsface.com/Default.asp
You will then receive all current information about our new products, and any current promotions!
CANADA & INTERNATIONAL ORDERS
Can Canadian customers receive magazine subscriptions?
We apologize, the magazine subscription offer is not available to Canadian residents. For further information regarding this offer, please feel free to contact us by clicking on the customer service link, calling us during our normal business hours of 9-6 eastern standard time at 212 239-1530, or clicking on our live chat button from 10 - 5 eastern standard time.
If I ship my order to Canada, will I incur any customs fees?
Any Canadian Order that has a value over $20 USD (not including shipping) will incur the following charges: $5.00 customs handling fee and a 6% GST Tax, as well as local Provincial taxes (where applicable).
These charges will be due to your mail courier upon delivery of the order.
How long will it take to get Canadian orders?
We apologize, but due to circumstances beyond our control, there are delays at Canadian Customs. Therefore, we ask that you allow up to 30 days to receive an order in Canada. Please note that Canadian orders are shipping via USPS without a tracking number.
Do you ship to places outside the United States?
We currently only ship to the US (including Puerto Rico, Alaska and Hawaii) and Canada. We do ship to APO addresses. For the UK please visit us at http://www.eyeslipsface.co.uk/.
If you would like to inquire for purchases of 500 pieces or more, please contact our sales department at (800) 231-4732 extension 125 or 126 during normal business hours (eastern standard time).
CORPORATE INFO
How can I host a MakeupatHome Party?
Thank you for your interest in e.l.f. MakeupatHome Parties. e.l.f. Cosmetics recently began doing MakeupAtHome parties, administered by SheSpeaks, and the parties are booked through December 2009. If you are interested in hosting a MakeupatHome Party please send your email address and full name to asands@eyeslipsface.com so that we may contact you about the possibility of setting up a future date. In the interim we recommend you become a member at SheSpeaks.com. Thank you again for reaching out to us.
Are you affiliated with any other companies?
We do not have any retail affiliations with any other companies at this time; we are an independently owned company.
How long has e.l.f. been in business?
Launched in 2004 and guided by celebrity and beauty professional Scott-Vincent Borba, e.l.f. is a revolutionary new beauty company, able to provide a line of cosmetics that moisturize, hydrate, and enliven your complexion without taxing your budget. Please check out http://www.eyeslipsface.com/buzz to read more about the various publications and television shows that have featured e.l.f cosmetics. Please feel free to contact our customer support team with any further questions. We will be happy to assist you.
Why only $1?
In today's world, beauty and wellness go hand in hand - it's a holistic approach that places good health and well being at the center of what it means to be truly beautiful. Here at e.l.f. we believe that every woman should have the opportunity to participate in innovation, without sacrificing her budget. We rely on our loyal customers to spread the word about our products and are able to pass that what we save on advertising along to you. We hope you agree with the thousands who have tried our products, as well as the editors of the many fashion magazines such as Oprah, Allure, Lucky, Seventeen, Good Housekeeping, and many others, who love our products, and invite you to experience e.l.f.'s revolutionary, value-priced cosmetics and the proven results they offer.
MY ACCOUNT
How can I get an account?
When you have finished shopping and have placed all e.l.f. items in your shopping cart, proceed by clicking “checkout”, at this point it will prompt you to create an account with e.l.f. If you have problems creating an account, please contact customer service at 212 239 1530 during our business hours of 9 am to 6 pm eastern standard time, or click on our live chat feature from 10 am to 5 pm eastern standard time.
ORDERING
What is Auto Delivery?
Auto Delivery is a feature where you may automatically receive products at intervals you decide upon. You choose which products you wish to receive and how often you wish to receive them when you place your order. Auto delivery orders receive a 15% discount and $3.95 shipping. To edit or cancel your automatic delivery, log on to your account and click on the "my auto delivery" tab.
How do I qualify for free shipping?
All orders over $75 automatically qualify for free shipping. To qualify, product total must be $75 after any coupon codes are applied. Promotional discounts are also offered periodically to newsletter subscribers.
Please note that the free shipping offer does not extend to expedited shipping. Shipping promotions will be applied as a discount to the Canadian shipping fee.
What methods of payment does e.l.f. accept?
We currently accept the following methods of payment: Credit Card – we currently accept all Visa, MasterCard, and American Express credit cards. Debit Cards – All debit cards with a Visa or MasterCard logo may be used. Money Order – Please place the items you wish to purchase in your shopping cart. When you are finished shopping, please print out the entire shopping cart and mail with your money order to the below address. Please add an additional $6.95 for the US and $14.95 for Canada to your total order for shipping.
e.l.f. cosmetics
10 West 33rd Street
Suite 802
New York, NY 10001
Paypal and Google - please click on the icon at the checkout page and follow the instructions. At this time eyeslipsface.com does not accept checks, or cash on delivery (COD).
Can I expedite my order?
For Next Day, Second Day or 3-Day select shipping options, shipping rates will be calculated based on your shipping zip code and rates will be shown on the next page. You will be able to change your shipping method on the next page. Expedited orders will be shipped via FeDex. Please note that FeDex does not deliver on weekends. Please allow an additional business day for processing. Please note that orders placed after 2 PM will not be processed until the following business day and overnight orders placed on Fridays will not be delivered until Monday. Unfortunately, orders to Canada, Hawaii, Alaska, and Puerto Rico are not able to be expedited.
I placed an order and received an error message
Due to heavy site traffic sometimes there may be connectivity issues. If you receive an error message in the checkout process, please log into your account and see if the order went through. Please note that it takes one hour for your order to appear in your account. To speak with a customer service representative, please call 212 239 1530 during our business hours of 9 am - 6 pm Monday through Friday, eastern standard time.
What if I received a technical error message?
We apologize for the technical difficulties you have encountered attempting to place your order with e.l.f cosmetics. Please log on to your account after one hour and see if your order is there. (https://www.eyeslipsface.com/shop/login.asp?section=myaccount) You may also wait 24 hours after placing your order to see if you have received a confirmation e-mail with an order number, and if not, it may not have been placed successfully. If not, please wait a bit, and attempt to place your order again. Please feel free to contact us if we may be of any further assistance.
How can I check the status of my order?
Please log on to your account to see whether your order has been shipped. You should receive a confirmation e-mail when your order is shipped, with a tracking number, where applicable (orders to Canada, Alaska, Hawaii, Puerto Rico, and APO's do not have tracking numbers).
What if my coupon code is not applied properly?
The coupon will be applied if: a. coupon is still valid b.if the order meets the coupon criteria (ex. Free shipping if the order is X amount) c. Only one coupon per order. Coupon codes may not be used to purchase gift cards.
If you feel that your order qualifies for a coupon, and it is not applying, please contact customer service (contact us) for assistance.
What if I forgot to enter my coupon code?
Please contact customer service (contact us), or 212 239-1530 during our business hours of 9 am to 6 pm eastern standard time or click on our live chat option between 10 am and 5 pm eastern standard time, and as long as your coupon is applicable, we can add it to your order. If your coupon is for a free product and your order has already printed for shipment, unfortunately, we will not be able to include it with your order. Please note that only one coupon code may be applied per order. Coupon codes may not be used to purchase gift cards.
How long will it take to get the order? How does it ship?
Orders within the continental United States will be shipped within 3 - 5 business days of receipt. Expedited shipping options are available at checkout. Orders less than $100 are shipped via FedEx Smartpost, and will be delivered by USPS. Orders greater than $100 are shipped via FeDex.
You will receive an e-mail with tracking information when your order is shipped, with an expected delivery date. Please allow an additional 5-7 business days for your order to arrive. Please allow up to 3 weeks for orders to Canada, Alaska, Hawaii and Puerto Rico to arrive. These orders are shipped via USPS, without tracking information.
PRODUCT INFORMATION
Are the products hypoallergenic? Where are the ingredients listed?
All e.l.f. products are hyopallergenic and non-comodogenic. Ingredients are listed for each product. Please feel free to contact us for any more specific product questions.
Do you test on animals?
We do NOT test on animals or endorse such practices. Our products do not contain animal derived ingredients. Beeswax has been replaced by synthetic beeswax and lanolin has been replaced by Bis-Diglyceryl Polyacyladinpale-2. We currently support HSUS and are partners with PETA in the Caring Consumer Project. Please see our philosophy page for further explanation on our company.
Are the product sample sizes or full size?
All products are full sized, similar to those of other nationally recognized cosmetic companies.
Where can I buy your products in stores?
Currently, the our products are available nationally at Target and K-Mart. E.l.f Cosmetics are also available in many local drugstore and convenience chain stores. Please visit the store locator section and input your zip code to see where e.l.f. is available in a retail location near you! www.eyeslipsface.com/storelocator Please be sure to call the retail location to make sure that the products you wish to purchase are currently available - not every product on the site is available at every retail location.
SHIPPING & RETURNS
Can I track my order once it ships?
If your order shipped via FedEx Smartpost, or FedEx, you can track it at:
http://www.fedex.com/Tracking
Please note that orders shipped via FedEx Smartpost will be delivered via USPS.
Orders shipped within the continental U.S. will be sent an e-mail with tracking information when their order has shipped. Orders to Canada, Puerto Rico, Alaska and Hawaii are shipped via USPS without tracking numbers.
What is your return policy?
We value you as a customer and your satisfaction is very important to us, please note that we will gladly replace any item that may have been damaged during shipping. We apologize, but due to the low cost nature of our products, we are unable to offer any returns or exchanges.
May I cancel or adjust my order?
All orders may be canceled prior to shipment. However, once an order is shipped we cannot cancel it. We apologize, but we are unable to change, exchange, or return items in an order once it has been placed. Once an order is placed, unfortunately it may not be edited. To cancel an order, please contact customer service (contact us) or call us at 212 239-1530 during our business hours of 9-6 eastern standard time, or click on our live chat button from 10-5 eastern standard time.
What if I am missing products from my order or I received a product that was damaged?
Please contact us by clicking on the customer service link (contact us) or by calling 212 239-1530 during our normal business hours of 9 am to 6 pm eastern standard time, or click on our live chat button from 10-5 eastern standard time for further assistance. Missing items that are in stock will be reshipped if a refund has not been issued. Backordered and or damaged products will be fully refunded.
