Frequently Asked Questions
Please read our FAQ before sending us a message.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Gift cards are non-returnable.
To complete your return, we require a receipt or proof of purchase sent to firstname.lastname@example.org
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within three business days.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and we will instruct you how to complete your return.
If you haven’t received a refund yet, first check the real-time or a recently updated statement of your bank account or payment method (e.g. credit card).
Then contact your payment provider; it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
What if I was sent the wrong item or something is missing from my order?
Please contact email@example.com with your order number and our customer service team will remedy this for you and make sure you receive the correct items.
What if an item arrived broken or damaged?
Please email firstname.lastname@example.org and include a photo of the item and a description of the damage. Please keep our environment in mind, and respect that we only send out replacements if a product is damaged to the point that it is unusable.
Can I cancel or change my order/shipping address?
An order cannot be cancelled after it has been placed and you have confirmation. We are not able to make any exceptions. Additionally, we are not able to edit or modify orders in any way after they have been placed, including shipping address. If you made a mistake in your order, please email email@example.com when you receive it and we will work out a return or solution.
When will my order ship?
All in-stock orders will be processed within 24 hours of placement. If you place an order after 1 pm PST on a Friday, your order will be fulfilled on that following Monday. Please keep in mind that this may change or be delayed during holidays and holiday weekends.
Do you ship to PO Boxes?
No, we currently do not ship to PO Boxes at this time.
What shipping company do you use for shipping?
Orders are shipped via UPS.
How much does shipping cost?
Orders will incur an $8.50 shipping charge for UPS ground transportation.
Where do you ship? Do you ship Internationally?
We ship within the United States including Hawaii and Alaska. We do not yet ship internationally.
Where is my order?
Once a package has been shipped, you will receive an email notification with your UPS tracking number. If you have not received the email (even in your “promotions” or “spam” folders), please email firstname.lastname@example.org and we can troubleshoot.
What if something I ordered is back ordered or out of stock?
If we cannot fulfill your order completely, we will email you to let you know the certain item(s) are on backorder. Your credit card will be refunded for the backordered item(s).
I received a notification that my order was delivered, but I don’t see it at my house.
First, check with a neighbor to see if they signed for you or check in various places on your porch/doorway. If the package is still nowhere to be found after 24 hours of the attempted delivery time, please email email@example.com.
What forms of payment do you accept?
St. Eden accepts all major credit cards.
Do you offer gift cards?
We have eGift cards. When you purchase an egift card, it will be sent to your email and you can simply forward the email to your recipient or use the card at the store.
I’m interested in selling on St. Eden! How do I submit my brand for consideration?
If you are interested in selling on St. Eden, please complete a vendor application.
Are the products you carry cruelty free?
Yes! All the products we carry are cruelty free.
Who do I contact for partnerships or collaborations?
Please send all emails regarding marketing events or collaborations to firstname.lastname@example.org.
At your service
We appreciate the love and care that goes into making natural, toxic-free skincare products, and welcome businesses interested in working with St. Eden to fill out our application form.
For all other inquiries, ask St. Eden below: