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.
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.
Log in to your eCosmetics account. Click the “Edit” link to change your password or billing and shipping address.
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.
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.
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.
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.
Promotions
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.
Coupon codes may not work for several reasons. Please double-check the following:
- 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.
To stop receiving emails from us, click “Unsubscribe” located at the bottom of any email you receive from eCosmetics.
eCosmetics Promotional eGift Card Policy
- Promotional eGift Cards will be voided if a return label is initiated for the original order that qualified for the card.
- If the promotional eGift Card code has already been used when you initiate a return, your return request may be denied.
- eCosmetics reserves the right to limit or deny returns we believe involve fraud or misuse of our promotion and return policy.
- Promotional eGift Cards have no cash value and cannot be combined with other codes or discounts.
- Promotional eGift Cards cannot be used to purchase additional gift cards and are valid only for future product purchases.
Payments
We accept Mastercard, Visa, American Express, and Discover credit cards. We also accept PayPal, Apple Pay, Klarna and most debit cards.
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.”
If you receive an error message while attempting to process a payment for your credit or bank card, please attempt the following steps:
- 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
We ship to the Continental U.S., Hawaii, Alaska, Puerto Rico, PO Boxes, and APO/FPO addresses. Some orders may arrive in multiple packages to ensure prompt delivery. Orders shipping outside the Continental U.S. are not eligible for free shipping, regardless of order total. A flat rate of $9.95 will be applied at checkout once the shipping address is entered. Standard delivery times (2–8 business days) do not apply to these destinations as transit times may be longer. We appreciate your patience and understanding.
Free Shipping covers all shipping, handling, order processing, packaging, and transportation regardless of weight. It is available on orders of $49 or more (after discounts and before tax) shipping within the Continental U.S.
Delivery typically takes 2–8 business days, depending on your location. Note: Orders to Hawaii, Alaska, and Puerto Rico are excluded from free shipping and standard delivery timelines.
For some items and delivery areas, we offer expedited (2-4) business 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.
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.
Please note, any orders placed while not logged into your account will not be visible and cannot be added to your account.
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!
Yes! Our system estimates when you will run out of your beauty essentials and will send you an email reminder when it’s time to reorder.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
To cancel or modify your subscription, log in to your eCosmetics account. Once logged in, navigate to the “Subscriptions” section under “My Account.” From there, make any changes to your order subscriptions. Please bear in mind that cancelling your subscription will stop future shipments, but it will not cancel a renewal order that already processed. To inquire if your renewal order is eligible for cancellation, please reach out to a Customer Care representative.
Ordering an item through Auto Replenish authorizes future shipments at the chosen frequency established when the initial order was placed. Therefore, eCosmetics cannot be held responsible for forgotten subscriptions that have been processed and fulfilled. You can cancel future subscription orders by navigating to the “Subscriptions” section under “My Account.” For further questions on our return process, or for assistance in cancelling your subscription to stop future shipments, contact our Customer Care team.
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 within our return timeframe, with free return shipping, and receive a full refund or store credit with our 100% Satisfaction Guarantee.
Delivery Problems
If your item arrives damaged, we kindly ask that you reach out to our Customer Care Team within 7 days of delivery.
We will need:
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.
Once we have received and processed your return, you will receive a confirmation email that your return has been processed. If you have any questions regarding the status of your return, please reach out to customercare@ecosmetics.com.
If your package is marked as delivered but you have not received it, please first check with household members, neighbors, or your local carrier to confirm its location. Occasionally, tracking information may also be updated prematurely by the mail carrier, so we recommend allowing one (1) additional business day after the scanned delivery date for your package to arrive.
If the package still cannot be located, you must contact our Customer Care team within seven (7) days of the scanned delivery date so we can assist you in initiating an investigation with the mail carrier. In some cases, official documentation may be required to verify the missing package claim. Please note that depending on the type of delivery confirmation provided by the carrier, we may be unable to provide a resolution.
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 or full store credit. Returns made between 31 and 60 days after initial delivery will receive an eCosmetics store credit. Returns made 61+ days after receiving your order will not be accepted. Returns must be new or gently used and sent with original packaging. Upon receiving the returned merchandise, eCosmetics will issue a credit to your account or original payment method. Click here for more information on our Return Policy.
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.
- The purchase was made by receiving or redeeming an eCosmetics Promotional eGift Card.
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!