Covid-19 FAQ

1. Will my order be delayed?
Due to high volumes and distancing requirements resulting in reduced staffing, we are currently experiencing delays.
If you want to track your order’s status, you can do so by either logging into My Account if you are already registered or inserting your order number and email address on our Track Your Order page.

2. What if I place an order with express shipment?
Delays also apply to express shipping, so please count on the stated express shipping timeframe plus the delay.
If you want to track your order’s status, you can do so by either logging into My Account if you are already registered or inserting your order number and email address on our Track Your Order page.

3. Are you accepting online returns?
We are still accepting returns for online orders as per our standard policy.
If you would like to return an item ordered online, you can refer to the Returns and Refunds page on our Help Center.

4. What do you do with returned items?
Returned items are destroyed to ensure safety.  While we actively believe in and work on sustainability, we must first ensure our customers’ health and welfare.

5. Is it safe to receive an order?
Our logistics partners are taking all regulated precautions to ensure the health and safety of employees and customers, including following distancing guidelines and ensuring proper sanitization.
Please also refer to the World Health Organization website for information on Coronavirus.

6. Are stores open?
Yes, our stores are now open in the US.


7. What safety precautions are you taking in your stores?
In all of our stores, we are taking the necessary precautions to ensure the safety of our customers and employees, including but not limited to:

- Maintaining the required minimum distances, which could mean limiting the number of shoppers present in store at any given time
- Temporary suspension of makeup application
- In-store hand sanitizer availavability

Of course, we are respecting local regulations and recommend that you check with your local authorities to make sure that you are informed before visiting.

Discover our security measures >