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 or cancellations once the order is submitted. To correct any errors with your order or your address information, we recommend contacting the carrier listed on your tracking email to request an address update or correction. If the order has been processed, unfortunately, the order will ship as is and cannot be modified. If you are unhappy with the products that were purchased, please reference our return policy.
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 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 so we can assist in replacing your item.
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 or products purchased outside of our 30-day return window. Please also note that we are not able to accept exchanges of products at this time. Unfortunately, at this time, we do not offer website credit for gift returns. All gift returns will be credited to the credit card of the gift purchaser upon receipt of the return. Please note: All discounted items are final sale.
For domestic customers, there will be a pre-paid label included in your shipment. You will receive a refund for only the item(s) returned. Original shipping costs are not refunded on returned items. Please include a copy of the original order confirmation in the package. Your refund will be issued to the original form of payment within 5-7 business days of the notification email sent to you, acknowledging your return has been processed.
For International customers, shipping costs associated with the return will not be reimbursed. You will receive a refund for only the item(s) returned. Original shipping costs are not refunded on returned items. Your refund will be issued to the original form of payment within 5-7 business days of the notification email sent to you, acknowledging your return has been processed.
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
Please include a copy of the original order confirmation in the package.
How do I check on my order status?
In order to check your order status, please visit https://www.anastasiabeverlyhills.com/orders. Type in your order number, the email address associated with your order and your billing zip code. By entering this information, you will receive the most up to date information regarding your order. Please note, orders are processed and updated on business days. If your order has not shipped, please check back with us on the following business day to see if your order status has changed. 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 by CLICKING HERE 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?
Standard orders received before 4pm CST will be processed and shipped within 2 business days. Please allow additional processing time during holiday periods.
Expedited orders received before 2pm CST will be processed and shipped the same day. Expedited orders received after 2pm CST will be processed and shipped on the following business day.
My package was lost.
If your package was lost and did not arrive, please contact our customer service team by clicking here 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 to request an update regarding your order status.
Where do you ship?
We currently ship to locations worldwide, except for the following countries:
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.
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.
Orders shipping to Australia
Effective 07/01/2018, the Australian Government has introduced a 10% goods and services tax (GST) on the sale of goods valued at AUD 1,000 or less. This will automatically be added to your total at checkout. If you have questions about this tax, please email us at email@example.com.
Why was I charged sales tax?
We collect US state sales tax on orders shipped within California, Illinois, Indiana, Maryland, Michigan, North Dakota, Tennessee, Texas, and Washington.
We may also collect relevant taxes on international orders, depending on your destination country.
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.
Can I still receive a free sample if I forgot to add it to my order?
Sample sized products are a free gift with purchase. Your free sample must be added to cart when your order is placed. If a sample product is not selected, it cannot be added after the order has been placed.
I love your products, but I'm unsure of the shade that will fit me best.
Please email us 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.