Frequently Asked Questions

PRODUCTS

Where can I find more information about the product?

Please view the product description tab where ingredients and instructions are listed.

How do I get updates on new releases and restock?

You will be able to sign up for restock alerts on the main product page. Please sign up for our newsletter for alerts on new products, restock, and promotions.

Is the product cruelty-free and paraben free?

We pride ourselves in providing safe and cruelty free products which is the primary reason, our cosmetic products are manufactured right here in the United States.

Where is the product made?

All cosmetics products applied to the skin are manufactured in the United States and Canada.

Are professional discounts offered?

At this time, we do not offer professional discounts.

Where are your body care products manufactured?

All our body care products are handmade in small batches in the United States. The raw materials are purchased in the United States as well.

SHIPPING

When will I receive my package?

All orders ship within 24-48 business hours of receipt and verification.

Domestic Shipping Method: UPS Ground ( 1-5 day transit time depending on your location)

How do I check the status of my order?

Shipping notification will be sent to you via text or email. You can also check the status of your order you will need to login to My Account and retrieve the order status report.

How much is the shipping cost?

Shipping cost will be automatically calculated at checkout based on the option you select.

Do you ship to PO Boxes?

For security reasons, we do not ship to PO Boxes.

What if my order gets lost?

We recommend you check with your local post office to try to locate your shipment and file a claim if necessary. We will not be responsible for lost orders or replacements. Please be sure to provide the correct ship to address prior to submitting hour order.

Do you ship worldwide?

At this time, we ship to the USA and Canada. Please sign up for our newsletter to receive notification of when shipment to your country is offered.

My order was returned to sender, what do I do?

Please ensure that your shipping address is correct prior to submitting your order. If an error is made, you must contact us immediately for an update. Once the package has been shipped, we are not responsible for delivery issues due to incorrect addresses. Unclaimed packages will be reshipped to you but you would be responsible for the shipping charge.

PAYMENTS

What forms of payment do you accept?

We currently accept all major credit cards, Apple Pay, ZIP, and Shop Pay.

Can I cancel my order after placing it?

Our goal is to process and ship your orders out as quickly as possible. Please contact us immediately after placing the order if you need to cancel it. Once the status changes to processed, no changes can be made. You would need to initiate a return upon receipt of your order. Please note that you will be responsible for all return charges, and shipping charges will not be refunded for the original shipment.

I forgot to apply my discount code; can the discount still be applied?

Once the order has been submitted, we cannot modify it. If still valid, the discount code can be used on your next order.

Why was my payment rejected or order cancelled?

Please check with your financial institution for more information regarding your cancelled order. Oftentimes fraud filters may be the cause.

RETURNS/REFUNDS

What does your return policy cover?

Incorrectly Shipped Products

We will cover the shipping charges for the return of incorrectly shipped products and will reship it free of charge ONLY IF THE ERROR WAS ON OUR END. Please note that returns and/or exchanges will not be accepted after 14 days of receipt. Please contact support@shopderlyneguiteau.com to initiate a return and replacement order. All refunds will be in the form of a store credit.

Damaged/Defective Products

For defective or damaged products, we will cover the shipping charges for the return of incorrectly shipped products and will reship it free of charge. Damages and/or defects must be reported to us at support@shopderlyneguiteau.com immediately upon receipt of the product. Return and/or replacements will not be accepted after 14 days of receipt. All refunds will be in the form of a store credit.

I’ve received my product but I don’t like it. What’s next?

You can return the product and a store credit will be applied to your account. Return shipping fees will be your responsibility. Please note that all returns must be received within 7 days from the date you received it; otherwise, it will not be accepted. Please contact support@shopderlyneguiteau.com to initiate a return. Be sure to include your order number and "Return Request" on the subject line of the email.

How long do I have to return a product?

All approved returns must be received within 7 days from the date it was delivered.

How will my refund be issued?

Refunds are issued in the form of a store credit minus any applicable restock fee.

What is your return policy for skincare products?

Skincare products are non-returnable due to sanitary reasons. If you have an issue with a product you purchased, please contact customer service for a resolution.