Returns & Exchanges Policy

At Stilacare Store, we want you to be completely satisfied with your beauty purchases. If you’re not happy with your order, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

You may return most unused, unopened items in their original packaging within 15 days of delivery for a full refund or exchange. For health and safety reasons, we cannot accept returns on:

  • Opened or used makeup products (including Eyes, Face, Lips categories)
  • Used Makeup Tools & Brushes
  • Opened Primers & Setters

Note: All Palettes & Sets must be returned unopened with original seals intact. For hygiene reasons, we cannot accept returns on any product that has been used or appears used.

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact us within 15 days of receiving your order by emailing [email protected] with your return/exchange request. Use the template below to ensure we have all necessary information.
  2. Wait for approval – Our team will review your request and email you a Return Authorization Number (RAN) and instructions within 2 business days.
  3. Package your items – Securely pack the items in their original packaging with all accessories and include a copy of your order confirmation.
  4. Ship your return – Send the package to our return center at the address provided in your RAN email. We recommend using a trackable shipping service.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we’ll cover the cost of shipping the replacement item to you.

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days after we receive your return.
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Notification: You’ll receive an email confirmation when your refund has been processed.

Note: Depending on your financial institution, it may take an additional 2-10 business days for the refund to appear on your statement.

Exchange Process

For exchanges (subject to availability):

  1. Follow the same return process above
  2. Clearly indicate in your email that you’d like an exchange and specify the replacement product
  3. We’ll ship your new item once the return is received and approved

If the item you want isn’t available, we’ll issue a refund instead.

Return Request Email Template

Use this template when contacting us about a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Stilacare Store Team, I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date]. Items to return/exchange: – [Product Name 1], Quantity: [X], Reason: [Reason] – [Product Name 2], Quantity: [X], Reason: [Reason] [For exchanges only] I would like to exchange for: – [New Product Name 1], Quantity: [X] – [New Product Name 2], Quantity: [X] I confirm that the items are [unused/unopened] in their original packaging. My shipping address is: [Your Full Name] [Your Address] [City, State/Province, Postal Code] [Country] Please let me know the next steps. Best regards, [Your Full Name] [Your Email Address] [Your Phone Number – optional]

Return Shipping Address

After receiving your Return Authorization Number, please ship your return to:

Stilacare Store Returns
Attn: RAN #[Your Return Authorization Number]
1485 Hampshire Hollow Road
Poultney, VT 05764
USA

Beauty Tip: Not completely satisfied with a shade? Many of our Eyes, Face, and Lips products can be mixed to create your perfect color! Experiment with small amounts to customize your look before considering a return.

For any questions about our returns policy, please contact us at [email protected].