FREQUENTLY ASKED QUESTIONS
Account Information
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.
Product Information
Promotions
- Expiration Date – Ensure the coupon hasn’t expired.
- Eligibility – Some codes apply only to specific items, require a minimum purchase, or include exclusions.
- Unable to Stack – Your coupon code may not be able to be used in addition to other discounts.
- Spelling & Format – Verify the code was entered exactly as provided, without spaces or typos.
- One-Time Use – Certain coupons can only be used once per customer.
If your code still isn’t working, please reach out to our Customer Care team.
Payments
- Double check that the billing address for the credit or debit card matches your account billing address.
- Try re-entering your CVV or security code and verify the card is current, with available balances.
- If you receive a second error message, please contact your supporting financial institution for further assistance.
Shipping
Order Status
Please note, any orders placed while not logged into your account will not be visible and cannot be added to your account.
You can also set up an Auto-Replenish Subscription on any eligible product; simply click the Auto-Replenish option before adding a product to the cart. These auto-shipments can be set to every 1-4 months and can be adjusted in the Subscriptions tab under My Account
Delivery Problems
If you still have not received the package, please contact our Customer Care team within seven (7) days of the scanned delivery date, and we will assist you in initiating an investigation with the mail carrier.
Please note, depending on the type of delivery confirmation provided to and by the mail carrier, we may be unable to provide a resolution.
We will need:
- a brief description of the issue
- photos showing the damaged item and any product packaging
- photos of any damage to original shipping box, if applicable
- a photo of the shipping label
These details will help us review your claim promptly and find a swift resolution. Without sufficient information or if we are contacted outside of this timeframe, we may be unable to offer a resolution at that time.
100% Satisfaction Guarantee
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.
- 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.
- Returns made 31-60 days after receiving your order are eligible for eCosmetics store credit.^
- 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.
- The product was more than slightly used. Please do not return half-full or empty bottles.
- We suspect misuse, including excessive returns or fraud.
- The product was not purchased by you or from us.
- The product is not returned in the same product packaging in which it was received.