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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. Why can't you discount Epicuren, Eminence, TRIA, IsClinical, and other certain product lines? 
6. Can I have 2 Free Gifts with my order? 
7. I don't like the color of my makeup, can I return it? 
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. My product came defective or leaking, How are you going to fix this? 
12. Do you give discounts to licensed professionals like estheticians or massage therapists? 
13. What is the status of my order? 
14. If I paid for priority shipping, why hasn't it shipped yet? 
15. I received an order confirmation, why did my order not go through?
16. What if I placed an order and need to cancel it right away?

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 placed in the mail. Generally orders ship the day after they are placed with us, but many get out the same day. For a faster shipping method, we can upgrade your shipment method for a small extra charge, usually $5.95 to upgrade to 2-3 day shipping. Most shipments take 3-5 business days to arrive after your order, however, they make take longer if the product is backordered.

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. 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.

6. Can I have 2 Free Gifts with my order?

Promotional codes, discounts, and free gifts must be applied at point of purchase. If you believe an error has occurred and you did not receive a discount that you qualified for, please call us. If no error has occurred in the checkout process, Skin Care by Alana does not refund for discounts not received. Please note we do not allow customers to combine discounts and free gifts. Also, Skin Care by Alana does not allow multiple free gifts in the same order.

7. I don't like the color of my makeup, can I return it?

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.

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 answey any questions you may have.  Also, the companie's 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 do order with an esthetician. Please call to order.

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

First, contact your local post office and file a claim. Second, check with your neighbors. Many packages are recovered simply by performing these two tasks. If you cannot find your package this way, please let us know and we will file a claim with USPS. Skin Care by Alana is not responsible for mail theft, it the customer's job to make sure that it is safe for Skin Care by Alana to ship USPS and UPS to the address you provide without a signature and insurance. Skin Care by Alana uses United States Postal Service and UPS for all shipments. For All Orders: Skin Care by Alana is not responsible for any shipment that has been confirmed delivered (by USPS or UPS tracking #) to the address provided by the customer who placed the order. Customer can request insurance or a signature confirmation, these are not included in our free shipping policy. Skin Care by Alana is not responsible for a shipment if you or an authorized person has signed "received" for it. If the shipment is returned to us, the second shipping attempt will be at the customer's cost.

11. 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 call us, and we can send you a new product. With the new product, we will send you a return envelope for the defective product.

12. 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.

13. What is the status of my order?

Please call us and we will check on your order. We apologize for any delays. Over the phone, we can tell you the exact status of your order. Moreover, when your order is shipped, you will receive an email with a tracking #. 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.

14. 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.

15. 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.

16. 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.