Frequently Asked Questions

ARE YOU CRUELTY FREE?

Yes, we are. No animals were harmed and No animal testing on any Elise Claire’s  product

What payment methods are accepted?”

We accept the following forms of payment:

Visa

Master card

Direct bank transfer

American Express

Wire Transfer for wholesale Orders (Optional)

How do i place an order

Click on a Product Photo or Product Name to see more detailed information. To place your order, choose the specification you want and enter the quantity, and click ‘Buy Now’.
Please enter the required information such as Delivery Address, Quantity Type etc. Before clicking “Place Order”, please check your Order Details carefully. If you want to add a new Delivery Address, click ” Add a new address”. If you want to edit a current Delivery Address, click ‘Edit this address’. After confirming your Order, you will be automatically taken to the Payment page.

When will you be restocking the items that are sold out?

Sign up for our newsletter to be notified about restocks and new products.

Sign up for our Restock Alert on the item showing sold out.

We also announce updates via social media pages; Instagram and Facebook.

Do you ship internationally?

Yes, we ship internationally to all countries.

Why does my product look different than the photos online?

The swatches on our website and social media represent our colors as close as possible; however the actual color may appear different on everyone. The results of our colors may vary because they are dependent on a number of factors, including: monitor resolution and color settings, camera settings, lighting, skin tone, etc…

We currently do not offer a PRO discount

We currently do not offer a PRO discount.

I am a Beauty Blogger; does Elise Claire Cosmetics do any makeup sponsorship’s ?

Yes, we do no makeup sponsorships once every month as we love to give back to the society.

Will I get an order confirmation?

When an order has been placed successfully, an email order confirmation will be automatically sent to you. If you do not receive a confirmation email, please contact our customer service department via email to confirm the order. Email: complaint@eliseclairestores.com

How will my order be shipped?

All shipping is currently being handled through either DHL  or United Parcel Service (UPS). For international orders, DHL will release the package to your country’s postal service for delivery.

I received an email saying “Your order is on the way“, with my order #, but no tracking number. When will I receive my tracking?

  • You will receive your first initial email stating, “Your order is on the way”, with an order #. This is generated by a customer purchase.
  • Then you will receive a second email with tracking information after the order is actually processed. This is generated by an Elise Claire warehouse employee.
  • Then once it arrives toDHL/UPS, a postal worker has to scan in your package initiating/activating tracking information for you the customer to start tracking. This is generated by a postal employee.

My order is being shipped internationally, why hasn’t the tracking updated?

First Class International service is non-traceable. Once it leaves our facility, it is no longer required to populate tracking. At the very most, it will populate until it reaches the destination country. This is why you will not see any updates

I received a refund and didn’t request one. Why did you refund me?

There are various reasons why Elise Claire will refund you. The  most common one is:

  1. Purchased an out of stock item that in error shown was available to you.

I received the wrong item or I am missing items. What do I do?

Please send an email to complaint@eliseclairestores.com stating your order # in the subject and in the body of the email stating what was sent in error or what is missing so we can correct your order.

Can I ship internationally but with a different billing address?

No, You Cannot. A kind notification will be provided after a cancellation if this occurs.

Who is responsible for Customs and Duties?

WE ARE NOT RESPONSIBLE FOR CUSTOMS CLEARANCE, DELAYS OR COMPLIANCE. PLEASE CHECK WITH YOUR LOCAL CUSTOMS OFFICE TO ENSURE THAT YOUR ORDER COMPLIES WITH LOCAL CUSTOMS REGULATIONS

Shipping charges do not include duties or taxes. By law, we are required to disclose the full value of the package contents. Please check with your local customs office for detailed information.

When will My Order Ship?

During High Peak Periods and due to the high demand of some of our products, Please Allow 5 to 7 days for us to process your orders before shipment. However, we would ensure you receive your items in a fast and safe manner.

How Can I Track My Order?

After your order has shipped, we would send a detailed information on your tracking number. Depending on the carrier, (UPS, FEDEX OR DHL), you should easily have access to your package transit times and progress.

My Item was stolen, how can i get a refund?

Unfortunately, we are not responsible for lost or stolen items.

 

My item is missing in Limbo, I gave an incorrect address, Can I get a refund?

Sadly, if you provided an incorrect or incomplete address at checkout, we won’t take responsibility for shipping costs. A new product can be shipped after reshipping costs have been paid for.

False claims of missing package WOULD NOT be honored. Meaning if UPS or DHL confirms delivery of your package but claims of not receiving the package is received, Sadly, we won’t give a refund.

My package was marked As Delivered but I haven’t received it.

Sometimes, DHL marks a package as delivered even though its still in transit. Please give them some time, it’s most likely on its way to you.

 

My Item arrived Damaged what should i do?

Sadly, these unforeseen events happen during transit. It’s out of our control how carriers handle Fragile Items in our absence, but we assure you all packages are packed and equipped for rough handling during transit. What to do if you receive a damaged product.

Send an email to complaint@eliseclairestores.com with the following details:

1. Send a very Clear Picture of the Damages
2. Give 6 days for us to file a claim with the carrier, once its approved we would send you a brand new product.

Please note DHL claims are a little more complicated and take longer.

Can I Return My Package, I changed my mind?

Sadly we are unable to give a refund for the return of our eyeshadow palettes due to the low-cost value of our palettes. However, we would gladly replace damaged items after an insurance claim has been filed. All Eyeshadow Palette sales are final.

Where else can I purchase your products?

Our website is currently the main place for your purchase. However, we do have some authorized re-sellers which would be listed shortly.