Frequently Asked Questions & FAQs

Welcome to my FAQs page! Find answers to our most 18 Frequently asked questions below.

Click Here to See our Policies Page.


Here are the questions, read below for the answers:

1. What does this red Partial stamp mean? Where is the rest of my order? 
2. How long will it take for me to receive my package?
3. What is your return policy? 
4. My product arrived defective or leaking?

5. Why can't you discount Epicuren, Eminence, IsClinical, and other certain product lines? 
6. Can I have 2 Free Gifts with my order?  
7. Why do I need to be authorized to purchase some like Epicuren, Image Skincare, and 302? 
8. Why can't I see the prices for Environ or order Environ online? 
9. My package is lost, what should I do?  
10. Do you give discounts to licensed professionals like estheticians or massage therapists? 
11. What is the status of my order?
12. What if I placed an order and need to cancel it right away?
13. The coupon is not working.

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

17. Do you accept American Express? / It’s not accepting my American Express card.
18. Do you ship internationally?


 

1. What does this red Partial stamp mean? What is a partial shipment?

If you received an order with a red partial stamp on it and some of your products are included, you received a partial shipment. For more information please view our shipping policies by clicking here


 

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

For free shipping, average time of receipt is between 2-10 business days. For more information, and to view our simple shipping time quick guide click here


 

3. 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.


 

4. My product arrived defective or leaking?

We are so sorry that your package was mishanlded by the shipping carrier. Please fill out the returns form for a replacement, click here


 

5. Why can't you discount Epicuren, Eminence, 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 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.

 


 

7. Why do I need to be authorized to purchase some products like Epicuren, Image Skincare, and 302?

Some product lines we sell require authorization for purchase. If you see the message in red "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.


 

8. 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.


 

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

We are so sorry your package was lost by the shipping carrier. First, ask your neighbors if your carrier left the package with them. Second, call your local post office to check on the shipment. For more information about recovering your lost package click here

 


 

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

No. Since we are a retailer to end consumers, we do not offer discounts to professionals.


11. What is the status of my order?

First, please check your skincarebyalana.com account to see the status of your order. If you need additional assistance, please complete the Check Order Status form https://www.skincarebyalana.com/status. 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. For more information please view our shipping policies by clicking here



 

12. 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. For more information please view our cancellation policies by clicking here


13. 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.


 

14. 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.


 

15. 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


 

16. “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. 


 

17. 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. 


 

18. Do you ship internationally?

We do offer international shipping.  For those customers who would like us to ship their order to Canada, they may use the promotion code "CANADA" with a $125 purchase for free shipping (cannot be combined with other promotions).  Otherwise, they may pay the flat rate shipping to Canada charge of $15 which can be found here. These options will cover all charges for customs, taxes and shipping to Canada.

For those customers who would like us to ship their order to China, they may use the promotion code "CHINA" with a $500 purchase for free shipping (cannot be combined with other promotions). This will cover all charges for customs, taxes and shipping to China. Otherwise, see below.

For outside the USA and Canada, the flat rate charge is $72.50.  Once the customer places their order, they will be submitted a payment request through Paypal with 72 hours.  Once this is paid, the order will be shipped international express.


If you have any questions about the above, please call us. We are here to serve you and want to make your experience satisfactory!

Follow Me On: