Yikes! We're always sorry to see an order get cancelled, and when that happens it's usually due to one of the following reasons:
- Item(s) not available
- Difficulty in processing payment information (maybe a mistyped credit card number, expired card, etc...)
- Cannot ship to address provided (freight forwarding address, international address, hotel, Virgin Islands, Guam and Puerto Rico)
- Duplicate order was placed
- We limit orders to no more than five (5) units of any item
- We limit orders to no more than $500 total per month
Fear not - you will not be billed for any cancelled items. If you have any questions regarding your cancelled order, please contact our customer care team at 866-784-5201 or by email at firstname.lastname@example.org.
If you've just finished placing your order, please contact Customer Care at 866-784-5201 immediately as your order is likely already in the shipping queue and may no longer be available for changes.
If your order has already shipped from our warehouse to the original incorrect shipping address provided, please contact USPS / UPS to see if it can be rerouted to your modified shipping address. If it has been rerouted to our warehouse your package will be processed as a return and you will need to replace your order, as we are unable to ship an order twice. Promotions used on the undeliverable order will not be extended to your replacement order, if it is no longer valid.
Sorry, once your order has been processed, it enters the shipping queue and no further changes can be made. If you would like to cancel your order and replace it, you can contact our Customer Care team at 866-784-5201 or email@example.com.
If one or more items are missing from your package and are not listed on the packing slip, unfortunately this item was depleted from inventory prior to the order being fulfilled. Funds are collected for items that have successfully shipped to you. The authorization for funds conducted upon order placement, has been adjusted to reflect the new total. There is no refund to be conducted.
If one or more items are missing from your package and are listed on the packing slip, please contact our Customer Care team at 866-784-5201 or firstname.lastname@example.org within 15 days of receiving the package to ensure all issues are resolved in a timely manner and we are able to perform an audit report. We request that you keep all packaging, packaging materials, and all items received until Stila's Customer Care team has reviewed your shipment. If we are contacted after the 15 business days, we may be unable to process this request.
Once an order has successfully been picked up by USPS / UPS, Stila Cosmetics is no longer responsible for lost or stolen packages. Please contact USPS (800-ASK-USPS) or UPS (800-PICK-UPS) to file a claim using your tracking number for your order.
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. Stila is fully PETA compliant.
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
- Google Chrome
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.
We regret that we must limit orders to no more than three (5) units of any item. We limit orders to no more than $500 total.
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.
When viewing your shopping bag, you will see a "Promo Code" field above your order subtotal. Please enter your code in this section and be sure to click apply to view your new estimated total during checkout.*
*One promotional 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.
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.
We are required to collect sales tax on orders being shipped to the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Maryland, Massachusetts, Michigan, Missouri, New Jersey, New York, Pennsylvania, Tennessee, 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
- Stila e-Gift Cards
- Layaway plans
- Personal Checks
- Money Orders
- Gift cards
- Credit cards with billing addresses outside the U.S.
- International credit cards
FYI: For your protection, your billing address must match the US credit card used for payment, or we will be unable to process your order. We reserve the right to cancel any orders that do not follow the above criteria.
All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.
While the billing address entered may be valid as far as a
mailing address, the information must match your bank's records
exactly. We recommend viewing your address as it appears on the
statement of the credit card you are using. Slight differences
such as "W. 2nd St" versus "West Second Street" may trigger a
decline response as they are not an exact match even though they
are both valid. Our system is sensitive to the billing address
entered and its abbreviations, periods, and special notations -
they must match your credit card address exactly.
If you have not received an order confirmation/ID upon
submission, we did not receive your order and will not collect
funds. Our system will attempt to collect a preauthorization
(hold on funds) when a payment request is submitted. Once the
transaction is declined due to the mismatch of billing address,
the funds are immediately reversed from our system. It may take
your bank several business days to reconcile this transaction
and make your funds available.
We suggest contacting your financial institution, or viewing a
recent statement of the card being used, and copying your
mailing address as your financial institution has noted it. Your
financial institution is the only one that is able to verify the
exact mailing address for the credit card being used, our system
will verify if the information entered on our website, matches –
we apologize as we are unable to manipulate or bypass this step.
We are happy to assist with phone order placement, however
please note that we are unable to override error messages due to
billing details. We are unable to process international
HOW DO I RETURN SOMETHING I PURCHASED ON STILACOSMETICS.COM?
If for any reason you are not satisfied with your Stila purchase of any regular priced items, simply follow the below steps within 30 days of your purchase date:
Contact our Customer Care team 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 the return authorization #.
Do not discard any packaging, packaging materials, or items as we are only able to assist with products successfully received back to Stila.
Package your return item in a well-padded envelope or box to prevent damage in transit. Be sure to include a note that contains your order ID number, return authorization number, and your first and last name. Please also write your return authorization # on the outside of your package. Remember we can only credit you for the items received back in our warehouse. Please note that Stila Cosmetics cannot provide return shipping labels.
Return instructions will be provided to you via email. Ship the package to us via United States Postal Service (USPS), UPS or FedEX. We are sorry but all return shipping fees are not refundable. Please note that the returned item(s) must be post-marked within 7 business days of receiving your return authorization # or within 30 days of your purchased date. Otherwise, we will be unable process this return. It is up to your own discretion whether you would like to purchase a tracking number. It is not Stila Cosmetics’ responsibility if your returned package gets lost or stolen during the transit process.
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.
Only products purchased on stilacosmetics.com may be returned for a refund. Sorry, but we do not accept returns on any items located in our phased out favorites section, value sets or items given at a discounted rate. Sale/discounted items are final and not eligible for return options. Items will be marked as non-returnable.
If you received a free gift with purchase and you are returning your order, you must include the free gift in your return if it no longer qualifies. If the gift is not received with your returned item, this will delay the processing time.
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.
HOW DO I RETURN SOMETHING I PURCHASED FROM A STILA RETAILER?
We are unable to accept merchandise purchased at a Stila Cosmetics retailer. Stila Cosmetics supports the return policy of our retailers. As the retailer is the point of purchase for the transaction, please contact them directly to inquire about their return policy for further assistance.
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. Do not discard any items or packaging as they will need to returned to stila. If items are discarded we will not be able to assist. Please provide the order number along with your email address and phone number for quick service 5 days of receiving your package.
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.
Standard 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.
FREE GROUND SHIPPING is available for orders of $50 or more. No code needed.*
Priority Service (2nd Day Air) - $12.95
All Priority Service orders must be placed by 11:00 AM PST to be shipped the same business day or the following day. Any orders placed after 11:00 AM PST on Friday, will not be shipped until Monday or Tuesday at the latest. Most of these orders are delivered within 2 - 3 business days from the order's ship date.
Express Service (Next Day Air) - $17.95
All Express Service orders must be placed by 11:00 AM PST to be shipped the same business day or up to the next business day. Any orders placed after 11:00 AM PST on Friday will not be shipped until Monday.
Any Express orders placed after 11:00 AM PST 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.
*Your merchandise subtotal must be $50 or more, even if a discount code is applied during checkout. Sorry, Pro Artists are not eligible for this offer.
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 addresses or P.O. Boxes 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, U.S. Minor Outlying Islands, American Samoa, Northern Mariana Islands and U.S. Virgin Islands at this time. We do not ship to freight forwarding addresses nor hotels.
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 U.S. military addresses (APO/FPO) must select the shipping option of Standard Ground Shipping.
Stila Cosmetics is committed to making our website's content accessible and user friendly to everyone.
If you are having difficulty viewing or navigating the content on this website, or notice any content, feature, or functionality that you believe is not fully accessible to people with disabilities, please call our Customer Service team at 866-784-5201 or email our team at email@example.com “Disabled Access” in the subject line and provide a description of the specific feature you feel is not fully accessible or a suggestion for improvement.
We take your feedback seriously and will consider it as we evaluate ways to accommodate all of our customers and our overall accessibility policies. Additionally, while we do not control such vendors, we strongly encourage vendors of third-party digital content to provide content that is accessible and user friendly.
Yes we do! If you are a makeup artist, model, actor or you work in the entertainment industry, you may be eligible for a special discount. To find out more, click here
Keep an eye out for Stila's Rewards Program coming soon!