FAQ –

I need to change my order or change my address. How can I do that?

Unfortunately, our orders process very quickly once they've been submitted, so we are unable to make changes once your order is in our system. To correct any errors with your order or your address information, we recommend contacting our customer care department to request a cancellation. If your order has not been processed, the order can be cancelled and a new one can be placed. If the order has been processed, unfortunately, the order will ship as is and cannot be modified.

Please contact our customer service team at orders@anastasiabeverlyhills.com or call us at 1-800-310-3773, Monday through Friday between the hours of 9am and 6pm CST. We're happy to assist you in any way that we can.

I'm having trouble placing my order. What's wrong?

We apologize for any difficulty you may have had while placing your order. Please contact us so we may assist you. Email us at orders@anastasiabeverlyhills.com or call us at 1-800-310-3773, Monday through Friday between the hours of 9am and 6pm CST.

My order arrived damaged. Please help.

We're sorry to hear that a portion of your order was damaged. In order to further assist you, please email us a photo of your damaged items and a screenshot of the packaging slip to orders@anastasiabeverlyhills.com so we can assist in replacing your item.

 

If you require further assistance, feel free to call us at 1-800-310-3773, Monday through Friday between the hours of 9am and 6pm CST. We're happy to assist in any way that we can.

How do I return or exchange a purchase made on Anastasiabeverlyhills.com?

We want you to be totally satisfied with your order, however we understand if a product doesn't work out and want to make the return as painless as possible. Naturally, we cannot take returns on overly used products. Please also note that we are not able to accept exchanges of products at this time.

If you wish to return a product, please do so within 30 days from the ship date for a refund on the purchase price, minus shipping, handling and other charges. Refunds will be credited to the original credit card used for payment.

Only items purchased on Anastasiabeverlyhills.com will be accepted. If your items were purchased at an authorized retailer, please contact that retailer directly to arrange for a return. Items purchased on Anastasiabeverlyhills.com cannot be returned or exchanged at retailers that sell Anastasia Beverly Hills Cosmetics.

All returns should be mailed to:

Anastasia Beverly Hills
Attention: Returns Processing
4638 E. Shelby Drive
Memphis, TN 38118
United States
Please include a copy of the original order confirmation in the package.

How do I check on my order status?

To check the status of your order, please visit this link. Under the “Check Order” area at the bottom of this page, you’ll simply need to enter in your order number, the email address you used to place your order, and your billing zip code. Please note that if you were not logged in while placing your order, unfortunately your order status will not be available—however all order updates will still be sent to the email address provided at the time of purchase (order confirmation, shipping confirmation, etc.).

If you have additional questions, please contact us at orders@anastasiabeverlyhills.com or call us at 1-800-310-3773, Monday through Friday between the hours of 9am and 6pm CST. We will be happy to assist you in any way that we can.

Why was my order cancelled?

If you did not request a cancellation, there was a discrepancy with the billing or shipping information provided at the time of purchase, or your order was cancelled for your protection, as the payment information provided did not match the payment source. Please makes sure to contact your financial institution to confirm or update your payment details before placing a new order.

When is my order going to ship?

Most orders ship within 2-3 business days and arrive within 2-4 business depending on your location.

During high volume periods (product launches, holidays, promotions etc.), please allow extra time for us to process your order. Thank you for your patience! Please note: All discounted items are final sale.

My package was lost.

If your package was lost and did not arrive, please contact our customer service team at orders@anastasiabeverlyhills.com or call us at 1-800-310-3773, Monday through Friday between the hours of 9am and 6pm CST. We're happy to help in any way that we can.

I've entered an invalid email address, what do I do?

Unfortunately, we are unable to send order information to an email address that differs from the one submitted with the order. Please email orders@anastasiabeverlyhills.com to request an update regarding your order status.

Where do you ship?

We currently ship to locations worldwide, except for the following countries:

Bangladesh
Bhutan
Brunei Darussalam
Cambodia
China
Hong Kong, SAR
Indonesia
Japan
Korea, Democratic People’s Republic of
Korea, Republic of
Lao PDR
Macao, SAR
Malaysia
Maldives
Mali
Mexico
Myanmar
Nepal
Philippines
Russian
Singapore
South Sudan
Sri Lanka
Thailand
Turkey
Vietnam

*If you are ordering from the UK or Europe, please visit Anastasiabeverlyhills.co.uk to learn more.

 

How can I reach customer service if I’m outside of the US?

You can contact us by clicking here. If you’d like to speak with someone by phone, please see our international toll-free numbers below—agents are available from Mon - Fri: 9am-6pm CST, excluding weekends. If you do not speak English and you need assistance with an order that has already been placed, you can contact us by clicking here.

0 200 125 152 - Sweden
0 800 002 326 - Switzerland
0 800 260 5673 - United Kingdom
0 800 444 948 - New Zealand
0 800 724 3948 - Germany
0 801 230 210 - France
1 678 249 2483 - Norway
1 800 013 683 - Australia
1 800 944 399 - Ireland
1 809 245 974 - Israel

 

I live internationally. Will I have to pay duties?

While beauty has no borders, International Orders may be subject to import taxes, customs duties and fees levied by your country’s customs department upon arrival. When ordering from Anastasiabeverlyhills.com, the recipient of the shipment is the importer of record and is responsible for any of these import fees, as well as complying with all laws and regulations of the destination country. Anastasia Beverly Hills does not collect duties and taxes, and as smart as we are, we cannot predict what your particular charges may be. Customs policies vary widely from country to country, so please contact your local customs office for more information.

Why was I charged sales tax?

We collect state sales tax on orders shipped within California, Tennessee, and Texas.

Tax is estimated at the time an order is placed and a final calculation of the actual sales tax will be reflected on your order confirmation email and packing slip.

Why are there two charges on my credit card bill?

When placing an order with Anastasia Beverly Hills, you will see an initial authorization amount, followed by a settled charge in the amount of your order. The initial amount (with $1 added on) is a pre-hold authorization that simply confirms funds are available to make the purchase. The actual settled charge that appears on your monthly credit card bill will only occur after your order has been processed and shipped. This will appear within 3 to 5 business days of your ship date.

What payment options do you accept?

Anastasiabeverlyhills.com accepts American Express, MasterCard and Visa.

Do you offer Gift Cards?

We currently do not offer gift cards, but we hope to in the near future. Please check back again soon for new offerings and updates.

Can I gift wrap my order?

We do not offer gift wrapping at this time, but we hope to in the near future. Please check back again soon for new offerings and updates.

I love your products, but I'm unsure of the shade that will fit me best.

Please email info@anastasiabeverlyhills.com to request a shade recommendation. We're happy to help you find the shade that would suit you best.

How do I find out when a product I want is back in stock?

Our online inventory of products is constantly being updated and replenished. To find out once a product is restocked, sign up for notifications by clicking “Notify Me” on the product’s webpage and enter your email. We also suggest that you join our email list to find out about new product releases—subscribers are first to know. Click here to subscribe now.

I'm interested in ABH Pro. How do I join?

To find out more about our ABH Pro program, please click here.