Refund policy
How do I return something I purchased on stilacosmetics.com?
To begin a return or exchange, please visit our return portal here
If for any reason you are not satisfied with your Stila purchase of any regular priced items, simply visit our return portal above within 30 days of your purchase date. Returns are for product reimbursement or store credit only as we do not offer exchanges. All returns must be made within 30 days of your purchase date or Stila Cosmetics will be unable to process this transaction. Do not discard any packaging, packaging materials, or items as we are only able to assist with products successfully received back to Stila. We can only credit you for the items received back in our warehouse.
Package your return item in a well-padded envelope or box to prevent damage in transit. Return instructions will be outlined inside of the return portal.
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 shipping fees are not refundable. Please note that the returned item(s) must be post-marked within 5 business days of receiving your return authorization number. If you need more time, please contact customer care via email before the 5 business days, otherwise we will be limited on extensions and or your return will be voided. Only products purchased on stilacosmetics.com may be returned for a refund.
Once your return is received and inspected by our distribution center Customer Care will process your return. Your refund will be reflected to the original payment method within one billing cycle.
Sale discounted items are final and not eligible for return options.
If you received a gift or bonus item with purchase and you are returning your order, you must include the gift bonus item in your return. If the gift is not received with your returned item(s), this will delay the processing time until the full order including the gift bonus items are received.
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.
What if I didn’t receive all my items?
MISSING, LISTED ON MY PACKING SLIP
If your packing list shows item(s) that you did not physically receive, please email our customer are team immediately, no later than 5 business days of receiving your package. If communication is received later than 5 business days, we will not be able to assist. Do not discard any contents or packaging packaging materials as they will need to be returned to stila. If items are discarded, we will not be able to assist. We are sorry as there is no option for return replacement of gifts or samples.
Stila Cosmetics is not responsible for any shipments that have been sent to locations which are not approved (freight forwarding address, logistics companies, shipping mailing facilities, international address, hotel, Virgin Islands, Guam and Puerto Rico).
MISSING, NOT LISTED ON MY PACKING SLIP
If item(s) are missing from your package and are not listed on the packing slip, unfortunately this item was not available at the time of order fulfillment. Stila will only collect funds on items successfully shipped to you. There will be no refund conducted as your final charge has been adjusted to reflect the new total.
What if there is a problem with my item(s)?
When your order arrives, please inspect your product(s) immediately for any issues that may have occurred and notify stila immediately or enter the return portal and upload images of the issue. To be able to assist, we must be contacted via email no later than 5 business days of shipment delivery. Please note that if we are contacted outside of this timeframe, options for recovery may be limited and or not available. Do not discard any items or packaging as they will need to be returned to stila. If items are discarded, we will not be able to assist.
Please provide the order number and contact us with the email address linked to the order. We are sorry as there is no option for return replacement of bonus items gifts or samples.
Stila Cosmetics is not responsible for any shipments that have been sent to locations which are not approved (freight forwarding address, logistics companies, shipping mailing facilities, international address, hotel, Virgin Islands, Guam and Puerto Rico). We are sorry however we cannot accept any claims received after 30 days of purchase date.
What do I do if my package is lost or stolen?
We’re sorry to hear that! Once an order has successfully been picked up by the carrier, Stila Cosmetics is no longer responsible for the shipment. Your package includes protection which allows you to submit a claim via email to your carrier. Our customer care team is able to provide more information for you to contact your carrier, please email us for this information.
Delivered: To be able to assist with delivered but not received shipments, we must be contacted via email within 5 business days of shipment delivery. Please note that if we are contacted outside of this timeframe, options for recovery may be limited and or not available.
Delayed Delivery tracking updated: Some carriers may be experiencing a delay. We appreciate your patience.
Delayed Delivery tracking not updated: If it has been over 15 days since order placed but it has not yet delivered and there has been no updates to your tracking, please contact us immediately via email to assist. Please ensure you contact our customer care team no later than 20 days after order placement so that we are able to assist. Please note that if we are contacted outside of this timeframe, options for recovery may be limited and or not available.
