Find here some frequently asked customer service questions, if you require more assistance please contact us via the links that best suit your needs:
Our Customer Care Team is available:
Monday thru Friday 8AM to 5PM PT.
Please Note: Our Customer Care telephone line and voicemail will be down for maintenance from Friday 4/25 at 5PM PST until Monday 4/28 at 8AM PST. In the meantime, you may still reach Customer Care via email at email@example.com during our regular business hours. We kindly thank you for your patience.
Attention: Customer Service
111 West Wilson Avenue
Glendale, CA 91203
Email: Please send a message to the email address below that best suits your needs. We will work to get back to you ASAP!
Questions about your order?
Please send a detailed message to: firstname.lastname@example.org.
Note: If you're contacting us about a return or a damaged item please remember to include your order number in the email.
Questions about products or need makeup advice?
Please send a detailed message to: email@example.com.
PR questions or requests?
Please send a detailed message to: firstname.lastname@example.org.
Pro Artistry questions or inquiries?
Please send a detailed message to: email@example.com
Interested in becoming a Stila retailer?
Please send a detailed message to: firstname.lastname@example.org.
Interested in employment opportunities?
For employment opportunities, please forward a cover letter and resume to: email@example.com
Or mail to:
Stila Styles, LLC
Attn: HR Department
111 West Wilson Avenue
Glendale, CA 91203
Think of all the cool perks you'll receive...
By registering you may take advantage of exclusive shopping offers, special promotions, receive samples with your order and much, much more! our ever-popular newsletter Our newsletters will keep you informed on new products and trends, pro-artist tips and looks, exclusive online offers, and special in-store events. quick and easy checkout Enjoy the convenience of storing your shipping and billing information! it's easy, just click here.
No worries! If you're a registered shopper simply click here and enter your email address. We'll send you your password right away!
We know how it is when the inbox starts to overflow, so we've made it easy to opt-out. Just click here. But we hope you won't! Our email newsletters almost always contain exclusive offers and special discounts. Plus, you'll be the first to know about new product launches and other fun events. Okay, if you really insist on unsubscribing, here's the link: Please remove me from your email list.
Monday through Friday (excluding major holidays) most orders are processed within 24 hours of receipt. Orders placed after 12:00 pm pst will be processed the next business day. Orders placed on weekends and holidays will process on Monday or the next business day. Orders will be shipped in 3-5 business days and will be delivered between 7-10 days.
Orders for Priority Shipping will be processed the same day if received by 11:00 am Pacific time.
For international orders, please click here to find out when you order will arrive
Yikes! We're always sorry to see an order get cancelled, and when that happens it's usually due to one of the
- Item(s) not available
- Difficulty in processing payment information (maybe a mistyped credit card number, expired card, etc...)
- Cannot ship to address provided
- Duplicate order was placed
- We limit orders to no more than five (5) units of any item
Fear not - you will not be billed for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order or out of stock item. please contact our customer care team at 866-784-5201 or via this email address: firstname.lastname@example.org.
We know that reading cosmetic labels can be confusing. That's why we've created this nifty guide to help you decipher many of the odd symbols and statements that may appear on our labels.
1. PRODUCT IDENTITY This is a statement of what the product is
2. NET CONTENTS Here you'll find the amount of product in the package. The "e" following the volume declaration is a guarantee that the product has been filled in accordance with the average system of measures used in the european union (EU).
3. PRODUCT INGREDIENTS This lists all ingredients used in the formula in descending order of concentration. This is especially important for those people who are seeking a specific ingredient or want to avoid one. In addition, our ingredient listing now includes the various components of a fragrance ingredient previously not listed. This is important information for that percentage of the population who may be sensitive to certain components of fragrances.
4. DIRECTIONS FOR USE How, when and where to use the product.
5. COUNTRY OF ORIGIN The country that manufactures or produces the product.
6. NAME/LOCATION OF MANUFACTURER OR DISTRIBUTOR Informs you who made the product and where the manufacturer or distributor is located.
The London address and post code is underlined to indicate the main contact office in the EU. Product inquiries can be sent to this address.
7. This tells you the recommended number of months within which the product should be used after you have first opened and used it, provided the product has been stored under normal conditions and not exposed to extreme temperatures. For example (24M) means that you should replace this product within 24 months after first opening. The "period after opening" number will vary based upon the type of cosmetic product.
8. WARNINGS/CAUTIONS: informs you what to do and not do with the product.
9. Tells you to look elsewhere in the packaging for additional information, for example in a leaflet, card or tag.
Other facts you should know:
Our product safety testing requires a collaboration of experts across several sciences to ensure the excellence and quality of all products brought to market.
Our products contain ingredients of the highest quality.
The levels of concentration of all ingredients in our products are safe for consumer use.
We do not test ingredients or products on animals, nor do we ask others to test on our behalf.
Our company is in full compliance with the labeling regulations set forth in the 7th Amendment to the European Union Cosmetics Directive.
Yes, and very much so! At stila, we take security very seriously, and we understand how important it is to our shoppers - after all we're shoppers, too! When you place an order on stila's website, we encode your information using Secure Socket Layer (SSL) encryption technology. This is an advanced consumer online security technique. You can be assured that your order will be placed safely and securely. In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software are the following:
- AOL 5.0 and higher
- Internet Explorer 5.0 and higher
- Mozilla Firefox 1.0.4 (Windows only)
- Netscape 6.0 (Windows only)
- Safari RSS
We regret that we must limit orders to no more than five (5) units of any item. If you have any questions please contact us toll-free at 866-784-5201 or via email at email@example.com and we will be happy to assist.
LAKERS20, LAKERS30, LAKERS40, LAKERS50 expire 4/17/2013 at 2:00 PM PST.
When viewing your shopping bag, you will see a section to the left that will read promotion code. Please enter your code in this section and be sure to click apply to view your new estimated total during checkout.*
*One promotion code can be used per order. Most codes can only be used towards regular priced items and are invalid towards already discounted items or value sets, unless otherwise specified by stila cosmetics. Pro Artists are exempt from using any promotion codes. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of offers and to modify or cancel promotions due to system errors or unforeseen problems.
PLEASE NOTE: We reserve the right to cancel a promotion code at any time.
Don't you hate it when that happens? If an item you've selected is temporarily out of stock at the time of your order, you will be unable to add it to your shopping bag. But don't despair, because often times a new shipment will be arriving soon! Please send us an email at firstname.lastname@example.org to inquire when the item will be available for purchase.
It's not like we want to - but the law's the law! We are required to collect sales tax on orders being shipped to the following states: California, Colorado, Florida, Illinois, New Jersey, Pennsylvania, Texas, and Washington. If you have other questions regarding sales tax, please feel free to email us at email@example.com.
We're sorry, we do not accept:
- American Express
- Layaway plans
- Personal Checks
- Money Orders
- Gift cards
Credit cards with billing addresses outside the U.S.
FYI: For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
Note: Credit card billing address must be correct. Address's that do not match will delay us processing your order.
If for any reason you are not satisfied with your stila purchase, simply return it within 30 days of your the purchase
date. There are very few exceptions (see details below). The steps are simple: Contact our customer care team at 866-784-5201 or via email at firstname.lastname@example.org to obtain a return authorization #. This is very important since stilacosmetics.com will not process any returns without an authorization #.
Package your return item in a well padded envelope or box to prevent damage in transit, and enclose a note with both return authorization and order number inside your return package. Remember we can only credit you for the items received back in our warehouse. All returns should be addressed to:
6677 Box Springs Blvd, Ste A-1
Riverside, CA 92507
Important: Be sure to write your return authorization # on the outside of your package.
Ship the package to us via United States Postal Service (USPS), UPS or FedEX. We are sorry but return shipping fees are not refundable. Important: Please keep tracking info for your records.
Once your return is received and inspected by our distribution center Customer care will process your return. You should see a credit to your card within one billing cycle.
Please note: Only products purchased on stilacosmetics.com may be returned for a refund. Sorry, but we do not accept returns on last call or discounted items. Items will be marked as non-returnable.
If you received a free gift item and you are returning your order, you must include the free gift in your return.
stilacosmetics.com does not process exchanges at this time. If you have questions about returns or damages, please contact our customer care team at 866-784-5201 or via email at email@example.com.
All returns must be made within 30 days of your purchase date or stila cosmetics will be unable to process this transaction.
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at 866-784-5201 or email us at firstname.lastname@example.org. Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please keep the box, packing materials and the damaged items for inspection by the carrier.
All stila orders are shipped and delivered on business days (Monday through Friday, excluding major holidays). Below are the shipping options available for your stila online package. Please select the option that best suits your delivery needs during "checkout".
ground shipping ($5.95)
Most orders shipped via standard service are processed and shipped in 3 - 5 business days, depending on product availability. Most ground shipments are delivered within 7 - 10 business days from the order's ship date.
second day air ($12.95)
Second day air shipments will be processed the following business day, depending on product availability.
Most of these orders are delivered within 2 - 3 business days from the order's ship date.
See IMPORTANT NOTE below.
If you spend $50 you get free ground shipping*.
All 2nd Day Air orders must be placed by NOON (12PM ) Pacific to be shipped the same business day. Any orders placed after noon on Friday will not be shipped until Monday. Please note that ground orders usually take 3 - 5 business days to be processed and shipped, and they should arrive within 7 - 10 business days.
*except for customers in the Pro Artist program
Orders are shipped on business days only. Business days are Monday through Friday, excluding federal holidays in the United States. Some items sold by stila online require special handling as specified by federal, state and local regulations governing the transport of these items. The method of shipment for these items is dictated by these regulations. At stila online, we comply with these regulations therefore the shipment of some products to certain locations may not be possible. If this affects your order, we regret any inconvenience and thank you for your understanding. We're sorry, we are currently unable to accept orders to be billed or shipped to destinations outside the U.S. we apologize for any inconvenience. Orders shipped to APO/FPO and PO Box addresses can only be delivered via ground shipping. We accept orders being shipped to Alaska and Hawaii but some restrictions and special handling may apply. We apologize that we are unable to ship to the U.S. Territories of Puerto Rico, Guam, and U.S. Virgin Islands at this time.
Yes we do! If you are a makeup artist, model, actor or you work in the entertainment business, you may be eligible for a special discount. To find out more, click here
Stila will be launching a new Rewards Program in 2013! Click here for more details.
Orders shipping to U.S. military addresses should go through our domestic checkout, as they are not subject to the same costs and logistics flows as our other international orders. To do this, you should shop as if shipping to an address within the U.S.
All credit card numbers are stored on a computer that is not connected to the Internet. When you type in your credit card information, the complete credit card number is transferred to this secure computer across a proprietary, one-way interface. This computer is not accessible by network or modem, and the card information is not stored anywhere else.
A secure server safeguards shopping transactions over the Internet by encoding information passing between computers at different locations. Using our secure server means that your credit card number, name, address, and other information is guarded as it travels to our store. This is accomplished using a Secure Sockets Layer (SSL). Secure Sockets Layer is the protocol we offer for safely transferring sensitive information over the Web. When you connect to Stilacosmetics.com using the secure server, all sensitive information, including your credit card number, is encrypted.