Frequently Asked Questions

Ordering

How do I place an order?

To place an order, simply create a customer account and add the desired items to your shopping cart. Once your cart is full, click on checkout and follow the easy steps to finalize your order. Once the payment is cleared, your order will be processed.

Where is my order?

Once your order is shipped, you will receive a confirmation email with the shipping information and carrier tracking ID. You can use this ID to track your order or you can click on the Track Your Order link on our website’s homepage. Please note, during the holiday season, tracking numbers may take longer than 24 hours to update.

How do I cancel an order?

At this time, you cannot cancel your order on our website. However, you can call our customer support hotline and request an order cancellation. If your order has not been shipped, it will be cancelled immediately. However, if the order has already been shipped out, you will need to wait for the order to arrive before requesting a return.

What if I never received my order?

If you did not receive your order, please contact your local carrier and place a claim using the provided tracking ID. To provide a stellar level of customer experience, most SHANY Cosmetics orders are shipped out with added insurance. This means that once a claim is made, we will be able to proceed with a refund or replacement, as instructed by the carrier.

What if my order was sent to the wrong address?

If your order was sent to an incorrect address due to a SHANY Cosmetics error, we will happily process a refund or a replacement to the correct address. If the order was sent to an incorrect address due to customer error, we will need to receive the package back at our facility before processing a refund or replacement.

Shipping

When will my order be shipped?

Orders placed by 12 PM ET Monday to Friday will start processing that same day and will ship within 2 business days.

Will I get the order by Christmas?

Orders placed by 12 PM ET on the following schedule, will arrive on time.
With Standard Shipping: December 14th
With Priority Shipping: December 19th
With Overnight Shipping: December 21st
With International Shipping: December 4th

How much does delivery cost?

All US orders over $50 automatically qualify for FREE 4-6 day shipping.
All US orders under $50 are charged $7.95 for 4-6 day shipping.
International shipping rates vary based on product weight and delivery location.

Can you ship to my country?

We ship to most countries around the globe. If you can select your destination country at checkout, this means we can deliver there. However, if your country is not listed at checkout, we may not ship to that country. Please note, orders with international shipping usually takes 5 to 30 business days to arrive.

Can you ship to PO Boxes, APOs, or FPOs?

We do not ship to PO Boxes. Any order that contains a PO Box address will be cancelled and fully refunded.
We do ship to APO, FPO, and DPO addresses using USPS Priority mail. Please note these orders can take up to 21 days to arrive.

Can you ship to multiple addresses?

At this time, we can only ship to one address per order. If you wish to ship your item to multiple addresses, please create multiple orders.

Returns & Exchanges

What is your return policy?

We offer a no questions asked, money-back guarantee on products that are unused and returned to us within 30 days of delivery. We will provide a free shipping label for all US order returns. However, we will not provide a free shipping label for international order returns. All customers can return their packages to:
SHANY Cosmetics Return Center
10621 Harwin Drive, Suite 316
Houston, TX 77036

What if I received a damaged product?

If you received a damaged or defective product, we will proceed with a free replacement or full refund. We will also send you a return label, so that you may send the defective unit back to us.

What if I received the wrong product?

If you received an incorrect product, we will proceed with a free replacement of the correct item or a full refund. We will also send you a return label, so that you may send the incorrect unit back to us.

Billing

What type of payments do you accept?

We currently accept Visa and MasterCard payments. We are also in the process of adding Paypal and Apple Pay to our website. We do not offer COD.

What if my card is declined?

There are several reasons why our system may decline your transaction. Please make sure all of the following are met before attempting to place an order again:
Shipping address and billing address are the same
The correct address and billing details have been input
You do not have previous chargeback claims with SHANY Cosmetics

When will I receive my refund?

Refunds for cancelled orders or returns will be processed within 3-4 business days of cancellation or receipt of product, respectively.

What if this is an unauthorized charge?

If you have an unauthorized charge on a SHANY Cosmetics order, please contact us immediately, so that we can assist you in filing a claim with your bank.

Other

Warranty Services

We offer a 1-year limited liability warranty on select items, as long as they're registered within 30 days of purchase. You may register your products by visiting www.shanycosmetics.com/warranty

Affiliates & Partners

We offer our affiliate partners the largest and most diverse selection of beauty products on the internet. To become an affiliate partner, find us on LinkShare and join our fast-growing team.

Coupons & Promotions

We offer coupons and promotions through our email blasts, which you can subscribe to at any time.

Customer Service

Our representatives are always ready to assist you. For faster assistance, please have your order # ready when contacting us.

Holiday Hours

Our headquarters are closed on the following days:
New Year's Day
Memorial Day
July Fourth
Labor Day
Thanksgiving
Christmas Day