FAQ –
I need to change my order or change my address. How can I do that?
Unfortunately, our orders process very quickly once they've been submitted, so we are unable to make changes or cancellations once the order is submitted. To correct any errors with your order or your address information, we recommend contacting the carrier listed on your tracking email to request an address update or correction. If the order has been processed, unfortunately, the order will ship as is and cannot be modified. If you are unhappy with the products that were purchased, please reference our return policy.
I'm having trouble placing my order. What's wrong?
We apologize for any difficulty you may have had while placing your order. Domestic customers Email us or call us at 1-800-310-3773, Monday through Friday between the hours of 9am and 6pm CST. International customers please email our International customer service team here.
My order arrived damaged. Please help.
We're sorry to hear that a portion of your order was damaged. In order to further assist you, domestic customers please email us a photo of your damaged items and a screenshot of the packaging slip so we can assist in replacing your item. International customers please email us here.
How do I return or exchange a purchase made on Anastasiabeverlyhills.com?
We want you to be totally satisfied with your order; however, we understand if a product doesn't work out and want to make the return as painless as possible. Naturally, we cannot take returns on overly used products or products purchased outside of our 30-day return window. Please also note that we are not able to accept exchanges of products at this time. Unfortunately, at this time, we do not offer website credit for gift returns. All gift returns will be credited to the credit card of the gift purchaser upon receipt of the return.
For domestic customers, there will be a pre-paid label included in your shipment. You will receive a refund for only the item(s) returned. Original shipping costs are not refunded on returned items. Please include a copy of the original order confirmation in the package. Your refund will be issued to the original form of payment within 5-7 business days of the notification email sent to you, acknowledging your return has been processed.
For International customers, shipping costs associated with the return will not be reimbursed. You will receive a refund for only the item(s) returned. Original shipping costs are not refunded on returned items. Your refund will be issued to the original form of payment within 5-7 business days of the notification email sent to you, acknowledging your return has been processed. Please initiate your return request by clicking here.
Only items purchased on Anastasiabeverlyhills.com will be accepted. If your items were purchased at an authorized retailer, please contact that retailer directly to arrange for a return. Items purchased on Anastasiabeverlyhills.com cannot be returned or exchanged at retailers that sell Anastasia Beverly Hills, LLC Cosmetics.
All returns should be mailed to:
Anastasia Beverly Hills, LLC
Attention: Returns Processing
4638 E. Shelby Drive
Memphis, TN 38118
United States
Please include a copy of the original order confirmation in the package.
How do I check on my order status?
Domestic customers can check their order status by visiting https://www.anastasiabeverlyhills.com/orders. Type in your order number, the email address associated with your order and your billing zip code. By entering this information, you will receive the most up to date information regarding your order. International customers can view their order status by clicking here.
Please note, orders are processed and updated on business days. If your order has not shipped, please check back with us on the following business day to see if your order status has changed. All order updates will still be sent to the email address provided at the time of purchase (order confirmation, shipping confirmation, etc.).
If you have additional questions regarding your domestic order, please contact us by CLICKING HERE or call us at 1-800-310-3773, Monday through Friday between the hours of 9am and 6pm CST. We will be happy to assist you in any way that we can.
Why was my order cancelled?
If you did not request a cancellation, there was a discrepancy with the billing or shipping information provided at the time of purchase, or your order was cancelled for your protection, as the payment information provided did not match the payment source. Please makes sure to contact your financial institution to confirm or update your payment details before placing a new order. International payments are collected and processed by our international shipping partner Global-e. If you have questions about an international order cancellation, please contact our international customer service team by clicking here.
When is my order going to ship?
Standard orders received before 4pm CST will be processed and shipped within 2 business days. Please allow additional processing time during holiday periods. Due to current events, carrier delays are to be expected. Our carrier partners are currently experiencing service delays due to COVID-19. Please allow 1 to 3 business days for your tracking number to show movement.
Expedited orders will be processed and shipped on the following business day. Transit times exclude weekends. All processing and shipping timelines are subject to change during holiday periods.
My package was lost.
If you placed a domestic order and your package was lost and did not arrive, please contact our customer service team by clicking here or call us at 1-800-310-3773, Monday through Friday between the hours of 9am and 6pm CST. We're happy to help in any way that we can. If you have placed an international order and need assistance with a lost package, please click here.
I've entered an invalid email address, what do I do?
Unfortunately, we are unable to send order information to an email address that differs from the one submitted with the order. Domestic customers please email to request an update regarding your order status. International customers please click here for assistance.
Where do you ship?
We currently ship to locations worldwide, except for the following countries:
How can I reach customer service if I’m outside of the US?
International customers can contact our international customer service team by clicking here.
I live internationally. Will I have to pay duties?
While beauty has no borders, International Orders may be subject to import taxes, customs duties and fees levied by your country’s customs department upon arrival. When ordering from Anastasiabeverlyhills.com, the recipient of the shipment is the importer of record and is responsible for any of these import fees, as well as complying with all laws and regulations of the destination country. Some countries will show duties and taxes included in the price of the product, while others will have the option of paying duties and or taxes at checkout or upon receipt of the order. Countries such as Brazil and Ecuador will be required to pay duties and taxes in checkout, upon completion of the order. Below are a few options our international customers will see when visiting our product pages.
Price inclusive of all duties & taxes – If this statement is listed on the product page, the duties and taxes required to receive your order, will be included in the product price. There will be no additional duties or taxes required upon receipt of your order.
Price inclusive of all duties – If this statement is listed on the product page, the duty amount will be included in the product price. You will still be responsible for any taxes associated with your order at checkout.
Free global shipping over 100$ USD – If this statement is listed, duties and taxes will be calculated at checkout. It is the customers responsibility to pay any duties or taxes required to receive your order.
Orders shipping to Australia
Effective 07/01/2018, the Australian Government has introduced a 10% goods and services tax (GST) on the sale of goods valued at AUD 1,000 or less. This will automatically be added to the product price listed. If you have questions about this tax, please email us here.
Why was I charged sales tax?
We collect US state sales tax on orders shipped within Arizona, California, Colorado, Florida, Illinois, Indiana, Kentucky, Maryland, Michigan, New Jersey, New York, North Dakota, Ohio, Tennessee, Texas, Utah, and Washington.
We may also collect relevant taxes on international orders, depending on your destination country.
Tax is estimated at the time an order is placed and a final calculation of the actual sales tax will be reflected on your order confirmation email and packing slip.
The state of Colorado has an added Delivery Fee that is non-refundable. This will show as a separate line item on your confirmation. If any items on your order are returned, the Colorado Delivery Fee will not be refunded per state law. For more information on this fee please contact your state legislature.
Why are there two charges on my credit card bill?
When placing an order with Anastasia Beverly Hills, LLC, you will see an initial authorization amount, followed by a settled charge in the amount of your order. The initial amount (with $1 added on) is a pre-hold authorization that simply confirms funds are available to make the purchase. The actual settled charge that appears on your monthly credit card bill will only occur after your order has been processed and shipped. This will appear within 3 to 5 business days of your ship date. International Paypal payments will be charged immediately upon placing the order.
What payment options do you accept?
Anastasiabeverlyhills.com accepts Afterpay, American Express, MasterCard and Visa. All international payment options can be viewed by clicking here.
What are Installments by Afterpay?
Installments by Afterpay is a service that allows you to make purchases now and pay for them in four equal payments, made every 2 weeks, without any interest. This option is available for US customers only. View additional details regarding this payment option by clicking here.
Do you offer Gift Cards?
We currently do not offer gift cards, but we hope to in the near future. Please check back again soon for new offerings and updates.
Can I gift wrap my order?
We do not offer gift wrapping at this time, but we hope to in the near future. Please check back again soon for new offerings and updates.
Can I still receive a free sample if I forgot to add it to my order?
Sample sized products are a free gift with purchase. Your free sample must be added to cart when your order is placed. If a sample product is not selected, it cannot be added after the order has been placed. Free gifts with purchase and samples are while supplies last. If a sample or free gift is out of stock, unfortunately, it will not be included with your order.
I love your products, but I'm unsure of the shade that will fit me best.
Please email us to request a shade recommendation. We're happy to help you find the shade that would suit you best.
How do I find out when a product I want is back in stock?
Our online inventory of products is constantly being updated and replenished. To find out once a product is restocked, sign up for notifications by clicking “Notify Me” on the product’s webpage and enter your email. We also suggest that you join our email list to find out about new product releases—subscribers are first to know. Click here to subscribe now.
I'm interested in ABH Pro. How do I join?
To find out more about our ABH Pro program, please click here.
CAN I COMBINE PROMOTIONS ON YOUR WEBSITE?
No, unfortunately you can’t combine promotions but you will still be able to obtain Free Shipping if you meet the threshold. If at any point products do qualify for additional discounts, please refer to the details of that specific promotion on the qualifying product page.
Promotional Offers
All tiered promotional offers apply to the pre-tax amount of your order. Some offers cannot be combined with other promotions. Please see product page for exclusions. BOGO – “Buy One, Get One” and BOGO50 - “Buy One, Get One 50% off” offers apply to products with an equal or lesser value. The higher value item will be charged to your order while the lesser value item will appear as “free” or discounted. If 2 higher priced items and 2 lower priced items are added to cart, the higher priced items will be charged to your order, while the 2 lower priced items will be “free” or discounted. The Free Gift with Purchase threshold is shown in USD. If you’re placing an order in a different currency and unsure if your currency meets the threshold, a currency calculator can be used to determine eligibility. Note that currency exchange rates may vary on a daily basis and may not exactly match the rates used by Global-e, our cross-border partner. Discounted brush promotions are final sale and cannot be returned for a refund or exchange. All sale and or promotional items are final sale and cannot be returned for a refund or exchange.
I purchased 4 or more Eye Shadow Singles and did not receive the empty well
Due to customs regulations the bonus option offered - “Purchase 4 or more shades of Eyeshadow Singles and receive a free 4, 6 or 8-well palette” is unavailable for our international customers. If you’re an international customer and purchase 4 or more Eye Shadow Singles, the free empty well palette will not be included with your purchase
