FREE SHIPPING on all U.S. orders! |

Frequently Asked Questions & FAQs

Welcome to my FAQs page! Find answers to our most 15 Frequently asked questions below.

Click Here to See our Policies Page.


Here are the questions, read below for the answers:

1. Why didn't you contact me when the product was first backordered?
2. What does this red Partial stamp mean? Where is the rest of my order? 
3. How long will it take for me to receive my package? 

4. What is your return policy? 
5. My product came defective or leaking, How are you going to fix this?
6. Why can't you discount Epicuren, Eminence, TRIA, IsClinical, and other certain product lines? 
7. Can I have 2 Free Gifts with my order?  
8. Why do I need to be authorized to purchase some products like Epicuren, Physiodermie, and 302? 
9. Why can't I see the prices for Environ or order Environ online? 
10. My package is lost, what should I do?  
11. Do you give discounts to licensed professionals like estheticians or massage therapists? 
12. What is the status of my order? 
13. If I paid for priority shipping, why hasn't it shipped yet? 
14. I received an order confirmation, why did my order not go through?
15. What if I placed an order and need to cancel it right away?
16. The coupon is not working.

17. How can I check the stock of a product?
18. How can I find the price on a product?
19. Where’s my free gift? / I qualify for a free gift but I don’t see it on the checkout page.

20. Do you accept American Express? / It’s not accepting my American Express card.

1. Why didn't you contact me when the product was first backordered?

When a product is backordered, you are notified via email. If you did not receive the email, please check your spam folder, or login to your account on Skin Care by Alana and verify your email address is correct. If there is a slight backorder, and we are expecting your order to ship soon, sometimes, we will refrain from sending you a backorder email, if we expect it to arrive within our 5-7 business day policy.


 

2. What does this red Partial stamp mean? Where is the rest of my order?

If you received an order with a red partial stamp on it and some of your products are included, you received a partial shipment. This means we shipped you everything we had, and the rest of the products are coming in a separate shipment ASAP.


 

3. How long will it take for me to receive my package?

Free Shipping means we will ship your products via United States Postal Service first class which usually takes 5-7 business days from the day the order is shipped. Generally orders ship the day after they are placed with us, but many get out the same day. For a faster shipping method, you can choose to upgrade to Priority shopping for an extra $5.95.


 

4. What is your return policy?

Please read Skin Care by Alana’s return policy below prior to submitting a request for return:

  • Skin Care by Alana abides by the policy of each manufacturer it sells. If the company you are purchasing does not accept returns, then Skin Care by Alana cannot accept the return.
  • Eligible products may be returned within 15 days of delivery to customer.
  • Shipping on any return is at consumer cost.
  • Products must be returned unopened and in re-sellable condition in order to receive an exchange, store credit, or refund.
  • All returns are subject to a 15% restocking fee. Skin Care by Alana will not issue exchange, store credit, or refund until product is received and reviewed.
  • Products cannot be returned due to Allergic Reaction.
  • All sales on clearance items are final and not eligible for return.

Please go to skincarebyalana.com/returns  or click here to submit a request for return.

  • Complete and submit the form. Please allow 24-48 business hours for a response with further instructions on how to move forward with your return.
  • All return correspondence is conducted via email.
  • Please allow 5 business days to process your return once we have received your return items.

       Makeup Returns:

If the product has been opened or used, we cannot accept the return, because it is not in resell able condition and considered "contaminated". Due to differences in computer monitor coloring, and color preferences, it is not a good idea to try new makeup colors on Skin Care by Alana, or any website. Please try makeup colors in person first before purchasing from our site. If you reach this predicament with us, we are happy to offer you a discount and free shipping on your next order, if you need a new makeup color.


 

5. My product came defective or leaking, how are you going to fix this?

We are so sorry if you receive a product from us that is defective or leaking. However, we are happy to send you a replacement. Please fill out the returns form to get a replacement.


 

6. Why can't you discount Epicuren, Eminence, TRIA, IsClinical, and other certain product lines?

Some product lines that we sell do not go on sale and are never sold below suggested retail price. We strictly abide by these company policies. However, we do offer free gifts for these product lines. Please call us if you need help with adding a free gift to your order.


 

7. Can I combine free gifts and discounts?

Skin Care by Alana allows only one free gift or one discount code per order. If you need assistance on the determining the best gift or discount, please call (888) 222-0637 to speak with a customer service representative. Please keep in mind that our representatives do not have discount codes and require that customers provide them over the phone.

 


 

8. Why do I need to be authorized to purchase some products like Epicuren, Physiodermie, and 302?

Some product lines we sell require authorization for purchase. If you see the message "Price N/A - Authorization Required" Please create an account, then call us for authorization. These product lines may be more potent than other lines and we want to make sure to give all information to you and answer any questions you may have.  Also, the companies require us to make sure you are using them correctly.


 

9. Why can't I see the prices for Environ or order Environ online?

Environ does not allow any pricing or any purchasing of their products over any website and want you to order with an Esthetician. Please call to order.


 

10. My package is lost, what should I do?

Skin Care by Alana ships via USPS, United States Postal Service. Please check the tracking information on usps.com. If your package is marked as "delivered," first, check with your neighbors, leasing office, etc. Secondly, contact your local post office and file a claim. Many packages are recovered simply by performing these two tasks. Unfortunately scba.com cannot file a claim on your behalf. Due to privacy laws, only the person whose name is at the address can file a lost claim.
If you are still unable to locate your package, please email returns@skincarebyalana.com for more help (Please detail your attempt at locating the package). 
Please note, Skin Care by Alana is not responsible for a shipment if you or an authorized person has signed "received" for it. Skin Care by Alana is not responsible for mail theft. It is the responsibility of the customer to provide a safe ship to address for Skin Care by Alana to ship via USPS and UPS to the address you provide without a signature confirmation. To reduce the risk of mail theft customers can request a signature confirmation for an additional $2.00 at checkout.

 


 

11. Do you give discounts to licensed professionals like estheticians or massage therapists?

No. Since we are only a reseller, we do not offer discounts to professionals.


12. What is the status of my order?

Please complete the Check Order Status form http://www.skincarebyalana.com/status to determine when your order is expected to ship. We apologize for any delays. When your order is shipped, you will receive an email with a tracking number. If you did not receive the email, please check your spam folder, or log into your account on Skin Care by Alana and verify your email address is correct.


13. If I paid for priority shipping, why hasn't it shipped yet?

Normally this is due to a backorder from the manufacturer. If your order is backordered and you paid for priority shipping, you will be notified via email what the status is. Priority shipping means that your package will arrive 2-3 days from when we are able to ship it. If your products are backordered, there will be a slight delay. Please feel free to call us to check our stock if you need a product right away.


 

14. I received an order confirmation, why did my order not go through?

With any order attempt, you will receive an order confirmation from us. Sometimes you will be sent an order confirmation even if your card was declined. To eliminate confusion, Please call us to verify if your order was charged or not.


 

15. What if I placed an order and need to cancel it right away?

You must call within one hour of purchase to cancel an order. Since we are set up to ship orders ASAP to please our customers, you must cancel an order within one hour of purchase to guarantee it is not fulfilled.


16. The coupon is not working.

Some of our manufacturers do not allow discount coupons on any of their items. For these manufacturers, we recommend utilizing a free gift coupon code.
To help you sort out the best code for your purchase, please call us at (888) 222 0637 or email alana@skincarebyalana.com to contact customer service. They’ll be able to assist you. Also, please feel free to live chat us if the option is available in the lower right hand corner of your screen.


 

17. How can I check the stock on a product?

The best way to tell if a product is in stock is to please call us at (888) 222 0637 or email alana@skincarebyalana.com to contact customer service. They’ll be able to assist you. Also, please feel free to live chat us if the option is available in the lower right hand corner of your screen.


 

18. How can i find the price of a product? 

If a price is not advertised on Skin Care by Alana you can call our customer service representatives at(888) 222-0637. Some lines do not allow purchasing online and require you speak with an Esthetician prior to purchase. If you need authorization, please call or email alana@skincarebyalana.com


 

19. “Where’s my free gift? / I qualify for a free gift but I don’t see it on the checkout page.” 

Skin Care by Alana allows only one free gift or one discount code per order. If you need assistance on determining the best gift or discount, please call (888) 222-0637 to speak with a customer service representative. Please keep in mind that our representatives do not have discount codes and require that customers provide them over the phone. 


 

20. Do you accept American Express? / It’s not accepting my American Express card.  

We do not accept American Express. We are happy to accept Visa, MasterCard and Discover. We also take Paypal.