Frequently Asked Questions
Do I need to create an account in order to place an order with you?
Absolutely not. You do not need an account to make a purchase.
Do you accept check or money orders? What forms of payment do you accept?
Unfortunately, at this time we only accept major credit cards listed below:
Does my credit card information get saved in your system?
We want your shopping experience to be pleasant and safe. Due to safety issues, we do not save our customers’ payment information. We apologize for any inconvenience that this may cause but customer safety is very important to us.
How come you do not charge sales tax?
We offer no tax on our website to make your shopping experience more pleasant and simple. The price you see is the price you get!
Do you offer overnight shipping?
Unfortunately, we do not offer overnight shipping as of this moment but we are working on it.
Why does my fulfillment status say unfulfilled?
Unfulfilled means we have received your order and your invoice has been sent to our warehouse.
Can I modify or cancel my order?
To serve you better, ERTH BEAUTY will begin to process your order immediately after you place your order. However, you may cancel or modify your order before it has been shipped. (you will receive a confirmation email once your order has been shipped). To cancel or modify your order, please contact us within 30 minutes from the time your order was placed and we will assist you.
OUT OF STOCK ITEMS / REPACKAGING
Why does the product that I received look different from the image shown on the website?
We try our best to display the most updated photos of products; however, due to frequent changes in packaging, formulations and designs, the images on our website may not always be updated. If the product that you received looks different from the image on our website, please contact us at firstname.lastname@example.org immediately to resolve the issue. We will try our best to give you the most updated product(s) if in stock.
RETURNS AND EXCHANGES
Which products are non-refundable/ non-exchangeable/ final sale?
The following items are non-refundable/ non-exchangeable/ final sale:
- Hair colors
- Bleaching products
- All coloring/tinting/lightening products
Can I return used products?
We gladly accept moderately used products because we understand that some products just don’t work for certain types of hair. Please return your product(s) (unused or moderately used) within 30 calendar days of receiving the product(s) for an exchange or refund (with the exception of final sale items listed above). Please read “Shipping & Returns” section on our website.
How do I return the product(s) that I received?
If you are unsatisfied with your product(s), you may return them within 30 calendar days of receiving your order.
To make it easy for you, we offer free returns for all of our customers. Each order includes a free easy to use return label for your convenience as well as a return/exchange form. Please fill out the form and return it with your item(s) along with your receipt.
1-Hour Delivery Returns
If we delivered your products to you, we will also gladly pick them up for free. Contact us at email@example.com if you would like to return your item(s). Please include in the email your full name and order number so we can further assist you with your return.
For further information, please visit “Shipping & Returns” on our website.
When will I receive my refund?
Once we receive your item(s), the refund process will begin immediately. Refunds will be credited to the card used to place the order. Please allow up to two billing cycles for refunds to appear on printed credit card statements, although you should be able to verify the credit within 72 business hours from the date the return is processed.
How do I exchange a product?
If you would like to exchange a product, please fill out the Return/Exchange Form included in your package and return it back to us with the product(s) you are returning.
How much time do I have to make an exchange or return?
Exchanges and returns must be received within 30 calendar days of the date the items were received.
How does the exchange process work?
Once we have received the items you want to return for an exchange, we will send out the product(s) you have requested on the Return/Exchange Form. Please note that without a Return/Exchange Form, we will not be able to process your request.
What if the product(s) I want to exchange for costs more or less than the original product?
If your new product costs more than the original one, you must authorize us to charge the additional amount to the original form of payment. You can do so by filling out the information on the return/exchange form included in your package. If the new product costs less, we will refund the difference to the original form of payment.
Do I pay for shipping on exchanges?
Absolutely not. We will ship your replacement product(s) for free.