FAQs

Our Customer Care Team is available: Monday thru Friday 8AM to 5PM PT.

Phone:866-784-5201

Mail:
Stila Cosmetics
Attention: Customer Service
801 North Brand Boulevard
Suite No. 500
Glendale, CA 91203

custcare@stilacosmetics.com

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: custcare@stilacosmetics.com.

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: asksarah@stilacosmetics.com.

PR questions or requests?

Please send a detailed message to: pr@stilacosmetics.com.

Pro Artistry questions or inquiries?

Please send a detailed message to: proartist@stilacosmetics.com

Interested in becoming a Stila retailer?

Please send a detailed message to: newretailer@stilacosmetics.com.

Interested in employment opportunities?

For employment opportunities, please forward a cover letter and resume to: jobs@stilacosmetics.com

Or mail to:
Stila Styles, LLC
Attn: HR Department
801 North Brand Boulevard
Suite No. 500
Glendale, CA 91203



WHY REGISTER AT STILA?

Think of all the cool perks you'll receive...

Special Offers

By registering you may take advantage of exclusive shopping offers, special promotions, receive samples with your order and much, much more! 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 & Easy Checkout
Enjoy the convenience of storing your shipping and billing information! it's easy, just click here.



FORGOT YOUR PASSWORD?

No worries! If you're a registered shopper simply click here and enter your email address. We'll send you your password right away!



HOW DO I OPT OUT OF EMAILS?

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.



HOW SOON WILL MY PACKAGE ARRIVE?

Monday through Friday (excluding major holidays) most orders are processed within 24 hours of receipt. Please allow up to 5 business days for processing during promotions.

Orders placed after 11:00 am PST will be processed the next business day. Orders placed on weekends and holidays will process on Monday or the next business day. Ground shipping orders will be shipped in 3-5 business days and will be delivered between 7-10 business days.

Orders for Priority Shipping will be processed the same day if received by 11:00 am Pacific time.

For shipment timing, please click here.

Holiday Hours
Please Note: Our warehouse will be closed 12/25/16 and 1/1/17, so orders will not be shipped on those days. We will ship them out as soon as possible in the following business days.

Also, please note that any orders placed after 12PM PST on 12/31/16 will not be shipped until after 1/11/17 due to our annual warehouse inventory. Orders placed between then and 1/10/17 will be shipped as soon as possible beginning 1/11/17. We apologize for any inconvenience and appreciate your patience.



WHY DID MY ORDER GET CANCELLED?

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
  • Duplicate order was placed
  • We limit orders to no more than three (3) units of any item

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 custcare@stilacosmetics.com.



WHAT IF MY SHIPPING ADDRESS IS INCORRECT AFTER MY ORDER IS COMPLETED?

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.



CAN I MODIFY MY ORDER ONCE IT HAS BEEN PROCESSED?

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 custcare@stilacosmetics.com.



WHAT IF MY ORDER DOESN'T CONTAIN ALL THE ITEMS LISTED ON MY PACKAGING SLIP?

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 custcare@stilacosmetics.com 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. If we are contacted after the 15 business days, we may be unable to process this request.



WHAT DO I DO IF MY PACKAGE IS LOST OR STOLEN?

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.



WHAT'S THIS STUFF ON THE LABEL?


lable

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.

label 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.

label8. 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.

Stila Cosmetics does not test any of our products on animals, nor do we ask others to do so on our behalf, unless it is required by law in countries where our products are distributed.

Our company is in full compliance with the labeling regulations set forth in the 7th Amendment to the European Union Cosmetics Directive.



IS THIS SITE SECURE?

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


HOW DO I KNOW THAT MY BILLING INFORMATION IS SECURE?

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.



IS THERE A MAXIMUM ORDER SIZE?

We regret that we must limit orders to no more than three (3) units of any item. If you have any questions please contact us toll-free at 866-784-5201 or via email at custcare@stilacosmetics.com and we will be happy to assist.



HOW DO I USE A PROMOTIONAL CODE?

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.



OUT OF STOCK?

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 custcare@stilacosmetics.com to inquire when the item will be available for purchase.



DO YOU CHARGE TAX?

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 custcare@stilacosmetics.com.



WHAT ARE MY PAYMENT OPTIONS?
We accept:
  • American Express
  • Discover
  • MasterCard
  • Visa
We're sorry, we do not accept:
  • CODs
  • Layaway plans
  • Personal Checks
  • Money Orders
  • Gift cards
  • Paypal
  • 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.



HOW DO I RETURN SOMETHING?

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 at 866-784-5201 or via email at custcare@stilacosmetics.com to obtain a return authorization #. This is very important since stilacosmetics.com will not process any returns without the return authorization #.

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. All returns should be addressed to:

    Stila Cosmetics
    c/o OHL
    3285 Deforest Circle,
    Jurupa Valley, CA 91752

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 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. 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 custcare@stilacosmetics.com.

All returns must be made within 30 days of your purchase date or Stila Cosmetics will be unable to process this transaction.


WHAT IF MY ORDER IS DAMAGED?

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 custcare@stilacosmetics.com. Please provide the order number along with your email address and phone number for quick service. To assure prompt resolution, please keep the box, packing materials and the damaged items for inspection by the carrier. Our Customer Care team must be notified of all damaged items within 15 days of receiving your package.



WHAT ARE MY SHIPPING OPTIONS?

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. If your merchandise subtotal is $50.00 or more, may be eligible to receive free standard ground shipping.*

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. Any orders placed after 11:00 AM PST on Friday, will not be shipped until Monday. 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. Any orders placed after 11:00 AM PST on Friday will not be shipped until Monday.

IMPORTANT NOTES:
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.

* All customers who receive our Pro Artist discount are not eligible for this offer. Your merchandise subtotal must still be $50 or more, even if a discount code is applied during checkout.


HOLIDAY HOURS:
Please Note: Our warehouse will be closed 12/25/15 and 1/1/16, so orders will not be shipped on those days. We will ship them out as soon as possible in the following business days.

Also, please note that any orders placed after 12PM PST on 12/31/15 will not be shipped until after 1/11/16 due to our annual warehouse inventory. Orders placed between then and 1/10/16 will be shipped as soon as possible beginning 1/11/16. We apologize for any inconvenience and appreciate your patience.



ARE THERE SHIPPING RESTRICTIONS?

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, U.S. Minor Outlying Islands, American Samoa, Northern Mariana Islands and U.S. Virgin Islands at this time.



CAN MY ORDER BE DELIVERED INTERNATIONALLY?

Sorry, not at this time.



DO YOU DELIVER TO U.S. MILITARY ADDRESSES (APO/FPO)?

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.



DO YOU HAVE A DISCOUNT PROGRAM FOR INDUSTRY PROFESSIONALS?

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



DO YOU HAVE A REWARDS PROGRAM

Stila will be launching a new Rewards Program in 2016!



INTERESTED IN BECOMING AN OFFICIAL STILA RETAILER?

Please email retailers@stilacosmetics.com for more information.



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