Once your order has been placed, you will receive a confirmation email with a four, five or six digit order number. If you don’t receive this email within 24 hours, please contact our client care team at email@example.com
ORDERS & BILLING
How do I confirm my order has been placed?
What forms of payment do you accept?
Visa, Mastercard, American Express, Amazon Pay, Afterpay, and Apple Pay
How soon will my card be charged?
Your card will be charged as soon as your order is placed.
How do I use Installments with Afterpay?
Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Installments with Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!
Installments with Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.
Please note that Gift-Cards are not eligible for Installments with Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.
With Afterpay installments, what happens if I have a partial refund, and how does that affect my payments?
Afterpay will be notified once your refund is processed. Your payment plan will be automatically adjusted to reflect the new total order value starting with the last payment and working backward. In the case where a refund amount is larger than 25% of the total order, Afterpay will eliminate the fourth installment payment and apply the remaining amount to your earlier payments.
Can I use Installments with Afterpay if I’m an international customer?
Afterpay is only offered to our customers who have a US billing address, US shipping address, a US Visa or Mastercard (credit or debit card), or American Express and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.
How do I update my billing/ shipping info?
If you don’t have a sundayriley.com account, be sure to sign up and you’ll receive 10% off your first order as a thank you! If you do have an account, select login (upper right corner of the homepage) and then under primary shipping address select “View Addresses”, then select “Add a New Address” on the next page.
How many units can I order?
In an effort to prevent unauthorized re-selling of our products, we limit our customers to 10 units per item over a 3 month period. If you would like to request a one-time exception to this policy for a personal occasion, kindly reach out to us at firstname.lastname@example.org to explain the purpose of your high-volume request. For any wholesale/ bulk order inquiries, please reach out to email@example.com
We reserve the right to cancel an order for any reason at any time, at our sole discretion. If we cancel your order, we will promptly refund your payment.
Restocking Fee Notice
We will automatically assess a restocking fee on all orders with a pre-tax value of $500 or over. In order to recoup the costs incurred shipping orders of this size, we will automatically retain 15% of the order’s original value when refunding. Please note, the fee will only be assessed in the event that the order is shipped to you and the order is returned to us via return label. If you have any questions regarding this policy, please email our client care team at firstname.lastname@example.org
Where do you ship?
We currently ship within the United States, and to Canada and the United Kingdom. Due to regulatory restrictions, we are unable to fulfill any orders with addresses outside of the countries listed above.
How much does shipping cost?
- Standard: $4.50 USD
- 2-day: $12.50-$25.00 USD
- Orders over $50 USD: Free Standard Shipping*
- International: For Canada and UK orders, all shipping rates are set by our carrier, but we are actively working on ways to reduce them. However, we are covering the cost of tariffs and import fees.
*Free shipping on orders over $50 USD is only available for addresses within the U.S.
How long do orders take to process?
Orders are processed from Monday through Friday, 9 a.m.-6 p.m. CST. Any orders placed outside of those times will begin processing the next business day.
Our normal fulfillment range is 3-5 business days, however, we are continuing to adhere to extreme care and safety precautions set in place for COVID-19. (Read more about our COVID-19 efforts!)
To provide a better experience for our customers, we’re upgrading all orders to free FedEx expedited shipping until the end of 2021. However, due to high holiday order volume, you may also experience tracking, shipping, and delivery delays as FedEx manages an increase in orders during the holiday season.
When will my order ship?
SundayRiley.com orders are shipped and delivered Monday through Friday, excluding major holidays. Below are the shipping options available for your SundayRiley.com online purchase:
5-9 business days
Free Standard shipping on orders over $50
5-9 business days
Standard shipping on orders under $49.99
(2-3) business days expedited shipping
*Not available for Alaska, Hawaii, U.S. Territories or APO/ FPO addresses.
*Please note, 2-day shipping does not include the weekends and is still subject to our normal processing time.
How long does shipping to Alaska, Hawaii, U.S. Territories or APO/ FPO/ DPO addresses take?
Please allow up to 21 business days, not including weekends or major holidays, for your order to arrive.
Can I have an update on my order tracking?
Once your order has been shipped, you will receive tracking in a separate email. If you experience any additional issues with tracking or delivery delays, we recommend following up directly with our carrier for the most detailed information.
What if I don’t receive my item(s)?
Please notify us within two weeks of your orders arrival date by emailing email@example.com to be considered for a replacement. Lost shipment claims outside of this window will be considered on a case-by-case basis. We will open an investigation with our carrier to attempt to recover the package, which will take a minimum of 48 hours to resolve. If the package cannot be recovered, we will file a claim with our carrier should you desire a refund. Full or partial refunds will only be given to orders for which the carrier has approved our claim. This process may take up to four weeks to complete. If your claim is denied, your order will only be eligible for a reship.
In the event that your reship request is approved; your order will be shipped with a Direct Signature Requirement to your address or a shipping facility nearest to your shipping address—whichever you prefer. We are unable to reship an order more than two times. If your first reship is also lost for any reason, the only reship option will be a shipping facility, the same applies to any orders originally sent with a direct signature requirement.
Please note, we are not responsible for any lost shipments being delivered by third-party shippers nor are we responsible for the condition it arrives in.
What happens if my products arrive damaged?
When the order arrives, please inspect it for any damage that may have occurred during shipment. If you determine you have received damaged or unusable items, please retain the box, the packing materials and the items inside. Please contact us immediately at firstname.lastname@example.org in the event that damages do occur. Please provide us with your order number and photos of all damaged items, so our team can assess the claim and take the proper steps to help find a satisfactory solution.
Please note, we are unable to replace any items that were damaged outside of shipping/transit or possible production issues.
I just placed an order- now I need to alter/ cancel it!
Please contact us immediately at email@example.com or call our customer care team at 346-220-1719 (Mon- Fri, 9am- 6pm CST). If the order has yet to ship, we will make every effort to cancel/adjust the order before it leaves our warehouse. In the event that the order ships before we’re notified or are able to retrieve it, we will be unable to make any changes to your order or its destination. At this point, we recommend refusing the delivery, and we will provide you with a full refund when it is returned to us (or re send to the correct destination). Alternatively, you can reach out to our team for a return label and begin the returns process described in the next section.
Will I have to sign for my order?
A direct signature will be required if your order is over $250 in total value (excluding shipping). We also may include a DSR requirement for re ships of delivery failures, though you will be informed if we are attaching this stipulation to your order.
- How long will it take to receive my order?
On average, it will take 8-12 business days, including our processing time.
- What carrier is utilized for delivery?
We use DHL or FedEx for all deliveries to Canada.
- Can I order things that aren’t available in my country?
Canadian orders are subject to the local regulations for the order’s shipping address. Any orders that are not in compliance will be partially fulfilled and/or refunded or cancelled.
RETURNS & EXCHANGES
We want you to love your purchase, so if you are not totally satisfied, please email firstname.lastname@example.org within 30 days of receiving the order, so we can provide you with a return label and our return address. Upon return and inspection of the product at our warehouse, we are happy to offer you a full refund or merchant credit, depending upon your preference.
What if I want to return a product that I purchased from sundayriley.com more than 30 days ago?
We will consider requests outside of the 30-day window on a case by case basis. At our discretion, we may issue merchant credit in lieu of a refund. Return requests initiated outside of a 60-day window may be denied. If you received your order through a third-party shipper, you will be responsible for getting the product back to our return address.
What if I’ve already opened the product?
While we understand that sometimes it takes a few tries to realize a product isn’t right for your skin, we will not accept returns or exchanges for any items where more than half of the product has been used.
I purchased a kit, can I return one of the items?
All kits must be returned in full to receive a refund or merchant credit.
I purchased your product at another retailer, can I exchange/ return it with you?
We are unable to process returns for our retail partners. We encourage you to contact the retailer directly to inquire about their return policy.
I received an item as a gift, can I return it?
If the item was originally purchased through sundayriley.com you can return or exchange per our usual policy. We will need either your order number or the email address the order was originally placed under for verification purposes.
When will I receive my refund?
Please allow 3-5 business days for inspection upon receipt of your return. The inspection time frame may increase slightly during high volume times. Following inspection, we’ll notify you as to whether or not the criteria for a full or partial refund have been met. Please allow 5-7 business days for your refund to post to your account once it has been approved.
If you purchased your order via Afterpay, we recommend following up directly with them in regards to crediting your account once you receive your refund notification.
Is Amazon.com an authorized retailer of Sunday Riley products?
I’m interested in becoming an authorized retailer of Sunday Riley products. Whom should I contact?
Thank you for your interest! Please email us at email@example.com
Where can I find a full list of your authorized retail partners?
Please see the following list for all authorized retail partners:
Apothecarie New York
Belle & Blush
Eternal Skin Care
House of Vartan
Lily Grace Cosmetics
Lux Beauty Bar
Number One Beauty
Rosewood Hotels- Spa
Saks Fifth Avenue
Skincare Solution Store
Space NK UK
Space NK US (Including Nordstrom & Bloomingdale's)
Can I purchase your products on eBay, Mercari, or Wish?
We do not recommend purchasing Sunday Riley products via these sites, as we are unable to verify the authenticity of the merchandise.