Frequently Asked Questions

Welcome to Stilacare Store’s FAQ! We’re here to make your premium beauty shopping experience effortless and enjoyable. Below you’ll find answers to our most common questions about products, shipping, returns, and more.

About Our Products

What types of beauty products does Stilacare Store offer?
We specialize in professional-grade cosmetics with carefully curated collections including:
  • Eye makeup (mascaras, eyeliners, eyeshadows)
  • Face products (foundations, blushes, highlighters)
  • Lip products (lipsticks, glosses, liners)
  • High-quality makeup tools and brushes
  • Beautiful palettes and gift-ready sets
  • Primers and setting products
Are your products cruelty-free?
We carefully select brands that align with our ethical standards. Many of our products are cruelty-free, and we’re continuously working to expand this selection. Look for the cruelty-free badge on product pages.
How do I choose the right shade for my skin tone?
Our product pages include detailed descriptions and shade guides. For complexion products, we recommend checking our shade-matching tool or contacting our beauty concierge at [email protected] for personalized recommendations.

Shipping & Delivery

Where does Stilacare Store ship?
We offer worldwide shipping to make premium beauty accessible globally, excluding select Asian countries and some remote regions. Our Vermont-based team carefully prepares each order for international delivery.
What are my shipping options?
We offer two convenient shipping methods:
  • Standard Shipping ($12.95): Via DHL or FedEx, delivers in 10-15 business days after dispatch with full tracking
  • Free Standard Shipping: For orders over $50 via EMS, delivers in 15-25 business days after dispatch
How long will my order take to arrive?
Please allow:
  • 1-2 business days for order processing
  • Plus your selected shipping time (10-15 days for Standard, 15-25 days for Free Shipping)
During peak seasons, delivery may take slightly longer. You’ll receive tracking information once your order ships.
Are there any additional fees for international orders?
While we don’t charge additional fees, some countries may assess customs duties or import taxes. These are the responsibility of the recipient and aren’t included in your order total.

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the date of delivery. Items must be unused, in original packaging, and in resellable condition. Please contact our customer care team at [email protected] to initiate your return.
How do I return a product?
Simply email our customer care team within 15 days of receiving your order. Include your order number and the items you wish to return. We’ll provide return instructions and address. Return shipping costs are the customer’s responsibility unless the item arrived damaged or incorrect.
What if my product arrives damaged?
We’re so sorry if this happens! Please contact us immediately at [email protected] with photos of the damaged product and packaging. We’ll arrange for a replacement or refund at no additional cost to you.

Payments & Account

What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
All payments are processed securely through our encrypted checkout system.
Is my payment information secure?
Absolutely. We use industry-standard encryption and never store your full payment details on our servers. You can shop with confidence knowing your transaction is protected.
How do I track my order?
Once your order ships, you’ll receive an email with tracking information. You can follow your package’s journey directly with the carrier (DHL, FedEx, or EMS depending on your shipping method).

Customer Service

How can I contact customer service?
Our beauty concierge team is always happy to help! Email us at [email protected] for any questions about products, orders, or your shopping experience. We typically respond within 24 hours.
What are your business hours?
Our Vermont-based team operates Monday-Friday, 9AM-5PM EST. Emails received outside these hours will be answered the next business day.
Where is Stilacare Store located?
Our headquarters and fulfillment center is located at:
1485 Hampshire Hollow Road, Poultney, US 05764
Though we’re based in the U.S., we proudly serve beauty lovers worldwide!

Don’t see your question here? Our beauty concierge team is always ready to assist. Email us at [email protected] and we’ll be happy to help you with any aspect of your Stilacare experience.

Happy shopping from all of us at Stilacare Store!