FAQ

If you have questions regarding your order, please click here after reading through our FAQ

If you would like to contact us in regards to press, collaborations, etc please click here 

 

ALL SALES ARE FINAL

We do not accept returns or exchanges

Steli Cosmetics is not responsible for any lost or stolen packages. We provide you with a tracking number in order to ensure you are aware of your packages whereabouts. Please note that all items marked as delivered by USPS are out of ours hands, and Steli Cosmetics LLC is not liable for any lost or stolen packages. 

We do not replace stolen packages as it is your responsibility to provide a shipping address where your item can arrive safely. We provide a tracking number so that you may follow it through its course to you. 

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Q: Do you ship internationally?

Yes, we do! Please note we are not responsible for any fees upon entrance to your country.

Q: My tracking number has not updated!

That simply means our carrier has not scanned your package in yet. Please be patient, your tracking will reflect all updates once it is scanned in.

Q: Why is my package in pre shipment? 
This could be one of two reasons:
✰ The post office has not scanned it in yet
✰ We are still working on fulfilling it as we ask for a 2 day fulfillment grace period. After this, your package will be in the hands of our carrier waiting to be scanned in

Q: I paid for 2 day shipping, where is my order?

We do not offer 2 day shipping. When checking out, that option is the standard rate that we charge for all shipments. Once your package is scanned into USPS, it will then take that amount of days to get to you. Please remember you are paying for our standard delivery charge for your items to get to you in a safe manner. 

Q: Do you accept international orders?

Yes, during check out you will be asked to provide a shipping address and it will calculate it all automatically for you.

Q: Do you offer samples?
We frequently include product samples when we ship purchased items. Unfortunately we are unable to ship samples on their own. If you would like to try any of our products along with an order you have placed, please kindly email us and we will do the best we can to accommodate your request!
Q: My product was damaged upon arrival, what do I do?

Please contact us at shipping@stelicosmetics.com with this format:

Subject: ORDER #

Body: Photo & situation

We would be more than happy to help.

Q: Help! I am missing an item that I ordered, what do I do?

Please contact us at shipping@stelicosmetics.com within 24 hours with a photo of your package

Q: How can I check the status of my order?

You will receive an email with your tracking number once your package is in pre shipment. Once our carrier scans your package in, it will automatically update. You can click the link and track your order through there

Q: Has my order shipped?

Please refer to your email. You will get automatic emails once your order is *ready* for shipment (pre shipment) as long as you put your number and email in when checking out. If you have not received a tracking number, that means your order is not yet being fulfilled + shipped. Please be patient as volume times may be higher and the wait time could be effected. 

Q: I have not received a tracking email, is something wrong with my order?

No. You will automatically get an email with your tracking number once it is ready to ship. This tracking number will update once USPS scans it in. If you have not received a tracking number, that means your order has not shipped.

Q: I put the wrong address when checking out! OMG

Please be sure to triple check your address as we cannot ensure that we will be able to change it. Please contacts steli@stelicosmetics.com within 24 hours. All changes are subject to approval

Q: My tracking states that my order is delivered, but nothing is in my mailbox

Please contact your local USPS to see if they may be holding it for you. Please wait at least 48 hours before contacting us due to the fact that USPS marks items as delivered when they are still in transit. Once a package has left our facility it is in the hands of our carrier and it is your responsibility to track your item. Steli Cosmetics LLC is not liable for any lost or stolen packages. Please wait the allowed time and contact us so that we can treat your case accordingly. 

Q: My Face Melt melted because it was exposed to direct sunlight/heat/anything that can make it melt. Help!

Please place your face melt in the freezer. Unfortunately, once this happens it does lose the original texture. This is why we do state to keep it out of direct heat. If it so happens that it came melted due to the carrier leaving it in the sun or during transit, place it in the freezer upon arrival immediately. Remember that our products are all natural and do not contain any binders. This is perfectly fine and your face melt will work the same :)

* PLEASE NOTE:

We do not offer refunds / replacements if your Face Melt melts in your care, as it is your responsibility to take care of your product & ensure it is stored in the proper place. Temperature sensitivity is stated prior to check out. Please see given instructions on the label 

 Q: I am allergic to an ingredient, can I still use the product?

No, you should not. It is important to note that it is your responsibility to be aware of and check for any allergies you may have. All of our ingredients are listed on our website, please be sure to check them and make sure you are able to use them on your skin! If you have any concerns, consult with your Doctor. 

Q: Will your Face Melt make my skin oily since it is made with oils?

No, it is a common misconception that oils on your skin will cause you to break out and produce more oils. There are many other factors which come into play with that. Our moisturizer will help extract excess oils from your pores, while balancing your skins natural sebum. Often times our skin gets oily due to the fact that it is overly dry and there is bacteria trapped within your pores. This forces your skin to overcompensate for the oils you lack, which actually makes you oily to begin with.

Q: Will your products break me out?

We make products that mend and restore. Our goal is to utilize the amazing resources nature has provided us with, Steli Cosmetics LLC does not use any harsh chemicals or ingredients that would do any harm to your skin. Everyones skin is different, you have to learn and know what works well with your skin. If you don't know - we are here to help. 

Q: Can I use your Face Melt during the day?

Yes. The name has nothing to do with the time that you can use this product ;) Our Steli clients love to use After Dark for a hydrated glow under their makeup as well.

Q: Can I use After Dark + Eros Face Melt on my body?

You not only could, but you should.

Q: Do I need to wash the Face Melt off?

Nope! It is a moisturizer that will seep into your skin :)

Q: I don't have acne, can I still use After Dark & Eros Face Melt?

Absolutely. Prevention is important, taking care of your skin is important. After Dark will help keep your skin healthy, hydrated and free of bacteria. Your glow is about to be immaculate.

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Unfortunately, due to the nature of our products we not offer refunds or exchanges. 

Please note, we are not responsible for external customs shipping costs. While we ship international, customs fees have been changing and they are solely the responsibility of the customer to take care of upon arrival to your country. We are unaware of  these charges prior to shipping, they are only given at the time they enter your country. Please check to see if your country has external customs clearance fees that you may need to take care of