FAQ


General Questions

Are you taking extra steps to prevent the spread of Covid-19?

-Yes! All hands are sanitized prior to handling products. Items are only packaged on freshly sanitized surfaces. Packages are also sprayed with disinfectant before being taken to the post office.

Are your products vegan and cruelty-free?

-YES!

Do you have gel polish?

-At this time we do not have gel polish. However, our brand is constantly expanding and we hope to add gel polish soon!

Do you have a physical location?

-At this time we are strictly an online business.

Do you offer local pickup?

-Unfortunately, we do not.

Payment

What payment methods do you accept?

-We accept all major debit/credit cards, Afterpay, Sezzle, apple pay, google pay, facebook pay and shop pay. 

Do you give refunds?

-Refunds will be given in extreme cases only. We work hard to process all orders correctly using our triple check system and to ensure items are shipped in the safest manner possible to avoid damage. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund to your account. Please note any payments refunded via CashApp will be refunded less the 1% fee that CashApp charges.

Shipping

Do you offer overnight shipping?

-Yes we do. The cost is $9.90 for packages up to 5 lbs. Packages larger than 5 lbs are $15.90. Please choose this option at checkout.

Do you ship on weekends?

-We ship on Saturday. We do not ship on Sunday.

Where do you ship?

-We currently ship anywhere within the United States.

How long does it take to ship my order?

-Once you've placed your order, it usually takes 24 hrs to process it for delivery.

***Please note during holidays and due to Covid-19 deliveries may be delayed which is out of our control.

What is the status of my order?

-Once you have placed your order, we will send you a confirmation email. Once your order has shipped you will receive a tracking number via email. 

Can I change my order?

-We can only change orders that have not been processed for shipping yet. Please text us at 919-443-9907 as soon as you realize you ordered the wrong item. Once your order status has changed to "shipping" or "delivered" we cannot accept any changes.

Returns/Exchanges

What is your policy?

-Unfortunately, due to the nature of the products we sell, we cannot accept returns or exchanges. Items cannot be resold after they have been shipped to a customer. We value the safety and integrity of our products and prefer not to put our customers at risk.

What if I received the wrong product?

-We conduct triple checks of all orders before they are shipped to avoid this. In the event you still receive the wrong product, please text us immediately at 919-443-9907. Once we verify your order against the products you received we will work quickly to get you the correct items. Since it is an error on our part and we cannot accept returned products, you will be allowed to keep the incorrect item(s) you received and we will ship the correct item(s).

What if my items are damaged?

-Please inspect your items upon receipt and contact us immediately at ellejaebcosmetics@gmail.com if the item is defective or damaged. We are not liable for any products damaged or lost during shipping unless the damage was the result of the way the item was packaged by our company. If you received your item damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.