Shipping & Returns Policy

At Stilacare Store, we’re committed to making your beauty shopping experience seamless from checkout to delivery. Our premium cosmetics deserve premium service, which is why we’ve created this transparent guide to our shipping and returns processes.

Shipping Information

Order Processing

We carefully prepare each order with attention to detail:

  • Processing time: 1-2 business days (excluding weekends and holidays)
  • You’ll receive a confirmation email with tracking information once your order ships

Shipping Options

We offer two reliable shipping methods to serve your needs:

  • Standard Shipping ($12.95) via DHL or FedEx
    • Delivery within 10-15 business days after shipment
    • Includes tracking and insurance
  • Free Shipping on orders over $50 via EMS
    • Delivery within 15-25 business days after shipment
    • Basic tracking included

Please note: We currently cannot ship to some Asian countries and remote locations. During peak seasons, delivery times may extend slightly.

Our Return Policy

We want you to love every Stilacare product as much as we do. If you’re not completely satisfied, here’s how our hassle-free return process works:

Eligibility

  • 15-day window: Returns must be initiated within 15 days of delivery
  • Original condition: Items must be unused, unopened, and in original packaging

Non-Returnable Items

For health and hygiene reasons, we cannot accept returns on:

  • Opened or used products in our Eyes, Face, or Lips categories
  • Used Makeup Tools & Brushes
  • Opened Primers & Setters
  • Palettes & Sets without original seals intact

How to Return an Item

Follow these simple steps for a smooth return process:

  1. Contact us: Email [email protected] within 15 days of delivery using our return request template below
  2. Get approval: Our team will review your request and send a Return Authorization Number (RAN) within 2 business days
  3. Package carefully: Include all original packaging, accessories, and a copy of your order confirmation
  4. Ship your return: Send to our Vermont return center using the address provided in your RAN email

Beauty Tip: Not sure about a shade? Many of our Eyes, Face, and Lips products can be mixed to create your perfect color! Try experimenting with small amounts before considering a return.

Return Shipping Costs

  • Customers are responsible for return shipping costs unless we made an error (wrong or defective item)
  • For exchanges, we cover the cost of shipping your replacement item
  • We recommend using a trackable shipping method for your protection

Refund Processing

Once we receive your return:

  • Inspection: Our quality team will verify the returned items
  • Timing: Refunds are processed within 3-5 business days after approval
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Notification: You’ll receive an email confirmation when processed

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 standard return process above
  2. Clearly indicate in your email that you want an exchange and specify the replacement product
  3. We’ll ship your new item once we receive and approve the return
  4. If your desired item is unavailable, we’ll issue a refund instead

Return Request Email Template

Use this template to ensure we have all necessary information:

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

Need Help?

Our customer care team is happy to assist with any questions about shipping or returns. Contact us at [email protected].