FREQUENTLY ASKED QUESTIONS

Account Information

Click here. You will be prompted to login with an existing account or register a new one.

Yes! On the login page, click “Forgot your password?” Enter the email address you used to create the account and we will send you a password recovery email within 10 minutes with instructions.
If the email does not appear, check your SPAM folder.
Customer support is available 24/7 for further assistance. Email us at customercare@ecosmetics.com.

Login to your eCosmetics account. Click the “Edit” link to change your password, billing or shipping address, or credit card information.

We keep your information secure. We do not sell, rent, or otherwise transfer your personal information to third parties. Please see our privacy policy for more details.

To stop receiving emails from us, click “Unsubscribe” located at the bottom of any email you receive from eCosmetics.

It’s simple! When you create an eCosmetics account, every $1 you spend earns you 1 ePoint. Once you earn 500 or more ePoints, you can use them at checkout toward any eCosmetics order.

Order Status

To review the status of any order or reorder, login to your account and click “Orders”.
Please note, any orders placed while not logged into your account will not be visible and cannot be added to your account.

We have received your order and your credit card has been authorized.

Our facility has received your order and we are preparing it for shipment. Order changes or cancellations cannot be made at this time.

Good news! Your order has left our facility and is on its way to you!

Once you have notified us of your intent to place a return and we have received the item(s), the order status will be changed to “Refunded.”

Our system will keep track of when we estimate you will run out of whatever products you purchase. We will send you an email reminder when it’s time for you to reorder so that you never run out of any of your important beauty items!

You can modify your order before it has been placed by clicking into your shopping cart. Once an order has been placed, it cannot be modified or cancelled. You can, however, return any items ordered in error, with free return shipping, and receive a full refund with our 100% satisfaction guarantee.

We make every effort to ensure the merchandise on our site is in stock. In the unlikely event that an item is out of stock, we will ship all available items in your order. We will send you an email indicating the out-of-stock product. You will never be charged for an out-of-stock item and it will be removed from your order without further action on your part.Once the item is back in stock, we will notify you via email and you can choose to purchase it. If your original order qualified for free shipping, we will honor free shipping on both the original order as well as the subsequent restocked item.

Product Information

Yes! With eCosmetics, you will receive the same exact brand-name products, backed by our 100% Satisfaction Guarantee.

Every product eCosmetics sells is brand new, authentic, and guaranteed. All merchandise is stored in a state-of-the-art, temperature-controlled facility. We do not sell fakes, imitations, knockoffs, or expired products. Ever.We promise you will always receive fresh, quality merchandise.

Always! Every product we sell is the exact same product available in leading department or cosmetic stores.

We’re always adding products and love to hear what our customers want! Click here to let us know what you’re looking for and we will email you when it arrives in stock.

Easy! Send an email to our Brand Management team at onboarding@ecosmetics.com to get the ball rolling.Disclaimer: Ingredient lists are as available by the brand (or retailer) at the time of publishing. Please always check product packaging, if it exists, for the ingredient list applicable to the product you’re purchasing, or the brand or retailer’s website for the most up-to-date ingredient list.

100% Satisfaction Guarantee

Our 100% Satisfaction Guarantee means just that: If you are not completely satisfied with your purchase, simply return it within 30 days for a full refund. Returns made between 31 and 60 days after initial delivery will receive an eCosmetics store credit. Returns must be new or gently used and sent with original packaging. Upon receiving the returned merchandise, eCosmetics will issue a credit your account or original payment method. Click here for more information on our Return Policy.

Payments

Once you place an order, we will pre-authorize the full amount of your purchase plus applicable sales tax and shipping in order to verify your billing address and payment information.We will only collect the actual amount of the purchase when the order is shipped from our facility.

The charge will appear on your credit card statement as “eCosmetics.”

We accept Mastercard, Visa, American Express, and Discover credit cards. We also accept PayPal, Apple Pay, Klarna and most debit cards.

If you receive an error message while attempting to process a payment for your credit or bank card, please attempt the following steps:

  1. Double check that the billing address for the credit or debit card matches your account billing address.
  2. Try re-entering your CVV or security code and verify the card is current, with available balances.
  3. If you receive a second error message, please contact your supporting financial institution for further assistance.
 

Returns

At eCosmetics, we strive to ensure your satisfaction. If you purchased the wrong shade or size, we’ve got you covered.
Our return process is designed to be simple and hassle-free.

  1. For a full refund, return new and gently used products within 30 days of receiving your order.^ The refund will be credited to the original payment method.
  2. Returns made 31-60 days after receiving your order are eligible for eCosmetics store credit.^
  3. Returns made 61+ days after receiving your order will not be accepted.

^Some exceptions do apply. Contact us for further questions.

For hygienic reasons, we are only able to accept returns of intimate care products that are unopened with any hygiene seals intact. This policy extends to items such as underwear, lingerie, socks and hosiery. We apologize for any disappointment and kindly request your understanding as we prioritize the health, safety, and peace of mind of our valued customers.

  • Contact our customer care department to request a return label for your order.
  • Provide your order number, product details, and reason for return in your request.
  • To expedite the process, include images of products with visible damages or other issues.

Returns must include all original components including boxes and tags. Please be aware that eCosmetics monitors return activity for abuse and reserves the right to limit all returns.

  1. The product was more than slightly used. Please do not return half-full or empty bottles.
  2. We suspect misuse, including excessive returns or fraud.
  3. The product was not purchased by you or from us.
  4. The product is not returned in the same product packaging in which it was received.
We understand that unforeseen circumstances may arise and are here to assist you throughout the return process. If you have any further questions or concerns, please reach out to our dedicated customer care team. Thank you for choosing eCosmetics!

Shipping

We ship orders to the Continental US and to Hawaii, including PO Boxes, and APO/FPO addresses. In order to assure timely delivery, some orders may arrive in multiple packages.*Shipments to Hawaii and Alaska have a flat shipping rate of $9.95.

Free Shipping includes all shipping charges, handling, order processing, item selection, packaging and transportation of items, regardless of the package weight.Our standard shipping is by the United States Postal Service (USPS) and it’s always free for orders of $49 and over (after discounts and before taxes). Free shipping delivery can be expected within 2 to 8 business days, depending on your location, with deliveries made Monday through Saturday.

For some items and delivery areas, we offer expedited (2-4) day shipping through the United States Postal Service (USPS) and Federal Express (FedEx) for all orders received before 3 pm EST, Monday through Friday. The cost for expedited shipping is $12.95.

If you would like your shipping address to be updated after placing an order, please email customercare@ecosmetics.com with your order number and the new shipping address. While we will try to update your details before fulfillment, we cannot guarantee any requested changes. If an incorrect address is provided at checkout and your package has already been shipped and/or delivered, we will not be held responsible for this package. If your order has shipped but has not yet been delivered, we suggest reaching out to the mail carrier directly and requesting a package intercept, having it returned to the sender, or having it forwarded to the correct address.

We are unable to ship to multiple addresses in a single order. You can, however, customize shipping locations by placing a separate order for each shipping address.

In order to provide you with the fastest shipping, we ship your items as they become available. The order history in your account will provide you with more information.