FAQ

Basic

Are ITEM products dermatologist tested? Accordion icon

Yes, they sure are! Please note that our products are for external use only. 

Are ITEM products cruelty-free? Accordion icon

Absolutely! ITEM Beauty does not test any of our products on animals; nor do we allow anyone to test our products on animals. We love our fur friends.

Are ITEM products vegan? Accordion icon

Almost all products are vegan, however there are a few exceptions. We make sure to note which products or shades are not vegan.

Are ITEM products safe for all skin types? Accordion icon

Our products are dermatologist tested and proven to be good for all skin types. However, we do recommend patch testing if you have known allergies.

Do ITEM products contain soy? Accordion icon

No, they are 100% soy-free. They are also free of talc, parabens, phthalates and mineral oil.

Do ITEM products contain gluten? Accordion icon

No, all the formulas are free of talc, parabens, phthalates and mineral oil, too.

Is ITEM mascara ophthalmologist tested? Accordion icon

Yes, Lash Snack is ophthalmologist tested and safe for sensitive eyes.

What are the official rules for contests & giveaways? Accordion icon

Official Rules for Contests & Giveaways

























Limitation of Liability. If for any reason an entry is confirmed to have been erroneously deleted, lost or otherwise destroyed or corrupted, the Entrant's sole remedy is another entry in the same Giveaway during the Giveaway period listed in the Specific Giveaway. Selected Entrants also agree to release, discharge, indemnify and hold harmless Sponsor and each of its respective officers, directors, employees, representatives and agents (collectively “Releasees”) from and against any claims, damages, disability, attorneys' fees, and costs of litigation and settlement, as well as any liability due to any injuries, damages or losses to any person (including death) or property of any kind resulting in whole or in part, directly or indirectly, from: (i) use, redemption, acceptance, possession, ownership, or misuse of any prize, (ii) participation in any activity, event, or excursion offered in connection with the prize, (iii) use of any facility, service and/or accommodation related to the prize, or (iv) participation in any Sweepstakes-related activity or participation in any Item Beauty Giveaways. The Releasees shall not be liable for: (i) late, lost, delayed, misdirected, incomplete unreadable, inaccurate, garbled or unintelligible entries, communications or affidavits, regardless of the method of transmission; (ii) telephone system, telephone or computer hardware, software or other technical malfunctions, lost connections, disconnections, delays or transmission errors; (iii) data corruption, theft, destruction, unauthorized access to or alteration of entry or other materials; (iv) any injuries, losses or damages of any kind caused by the prize or resulting from acceptance, possession or use of a prize, or from participation in the Giveaways; or (v) any printing, typographical, administrative or technological errors in any materials associated with these Giveaways. Without limiting the generality of the foregoing, Releasees are not responsible for computer malfunctions, network connections, email delivery problems, systems failure or incompatibility, typographical, technical or key-stroke errors, or interruptions in your internet service, and for incomplete, illegible, misdirected, misprinted, late, lost, damaged or stolen notifications. In the event Sponsor is prevented from continuing with a Specific Giveaway as contemplated herein by any event beyond its control, including but not limited to fire, flood, earthquake, explosion, labor dispute or strike, act of God or public enemy, or any federal, state or local government law, order, or regulation, or other cause not reasonably within Sponsor’s control (each a "Force Majeure" event or occurrence), then subject to any governmental approval which may be required.


Disputes and Jurisdiction. Disputes regarding these terms will be governed by the internal laws of the State of California. Decisions of Sponsor are binding and final. No claimant in any dispute involving Sponsor shall be entitled to claim or obtain indirect, punitive, incidental or consequential damages. Sponsor’s failure to enforce any provision in these Official Rules shall not constitute a waiver of that provision.

U.S. Orders

I’m having trouble placing my order. Accordion icon

That’s a bummer! Please keep in mind that if your billing address doesn’t match the credit card company's records, your order will not be placed. Please double check your billing information and try again. If you're still having trouble, get in touch with us at: help@itembeauty.com

Where's my order confirmation? Accordion icon

If you didn’t receive an email confirmation, please contact help@itembeauty.com and confirm the email address used when placing your order, as well as any other deets you can provide. Once we’ve located your order, we will send an email confirmation and ensure that we have the correct email address on file.

Can I change or cancel my order? Accordion icon

Unfortunately, we cannot process any changes or cancelations at this moment. However, If you've changed your mind about an order, you can always return it order for a full refund.

My order arrived damaged. Accordion icon

Yep, that's a real bummer. If your order arrives damaged, please email us at help@itembeauty.com with photos of the damaged items and we will send a replacement asap.

How do I exchange my item? Accordion icon

We’re bummed your order didn’t work out for you. At this time, ITEM beauty is unable to provide exchanges. If you’re unhappy with your purchase, you can return it for a full refund.


In order to qualify for a full refund, please submit a request within 30 days of receiving your order. You can submit a request at https://itembeauty.com/a/returns. We'll provide a return label, which you should attach to the original box, if you still have it. Once we receive your return, we'll process the refund accordingly (less a $4.95 return shipping fee).

How do I return my order? Accordion icon

You have up to 30 days from receiving your order to request a return.

Visit https://itembeauty.com/a/returns to start the process. We'll provide a return label, which you should attach to the original box, if you still have it. Once we receive your return, we'll process the refund accordingly (less a $4.95 return shipping fee).

Where can I find the status of my order? Accordion icon

Under 'My Account' you can find your Order History with the status of each order. Please note that the Order History will not be updated until the product(s) have shipped.

International Orders

I’m having trouble placing my order. Accordion icon

We’re sorry to hear that you're having trouble placing an order! Please click here so our international team can help.

Where is my order confirmation? Accordion icon

If you did not receive an email confirmation, you may track your order here

Can I change or cancel my order? Accordion icon

For information about cancelations, please click here.
For changes, head to this link.

My order arrived damaged. Accordion icon

Your satisfaction is important to us, and we’re sorry if your order did not work out for you. Please head over to this link so our international team may assist you.

How do I exchange my item? Accordion icon

Your satisfaction is important to us, and we’re sorry if your order did not work out for you. At this time, ITEM is unable to provide exchanges or returns. If your order arrived damaged, please contact our international team here.

How do I return my order? Accordion icon

Unfortunately, we are not currently accepting returns on international orders. If your order arrived damaged please head over to this link so our international team may assist you.

Where can I find the status of my order? Accordion icon

You can track your order here https://service.global-e.com/track-my-order

Shipping

How can I track my order? Accordion icon

Within 3 business days after placing your order, you should receive a shipment confirmation email with your unique tracking code. Please allow up to 48 hours for your tracking code to become active.

You can track your international order here https://service.global-e.com/track-my-order

Why hasn’t my tracking location updated? Accordion icon

It’s totally normal for your tracking to go a few days without an update. Once your package arrives at your local post office, the tracking may not update until it goes out for delivery. If it's been 14 business days and your tracking still hasn't updated, please let us know.

Why is my tracking code inactive? Accordion icon

Tracking codes can take up to 48 hours to activate. If your tracking is still inactive after 48 hours, please email us at help@itembeauty.com so we can help.

My tracking says "delivered” but I haven’t received my package yet. Accordion icon

Packages are scanned for delivery before your local mail carrier physically drops them off at your home, and you will likely receive your order within 24 hours. If it has been more than 24 hours and you still haven't received your package, please let us know.

How long does shipping take? Accordion icon

a. U.S. SHIPPING COSTS & DELIVERY TIMES:
i. Orders must be placed by 11am EST to start processing on the same day.
Processing time is typically within 2 business days (Monday-Friday). During product launches or sales, shipping may take longer--we appreciate your patience! If it's been more than 10-15 business days and your package has still not arrived, please let us know.
Delivery times are based on orders placed between Monday-Friday (excluding weekends, holidays, and holiday weekends).
ii. ITEM Beauty offers FREE STANDARD SHIPPING on all U.S. Orders $35 and over (excluding taxes and discounts). For orders under $35, the shipping fee is $5. ITEM Beauty ships within the continental United States, including Hawaii and Alaska. Standard shipping should take approximately 5-10 business days.
iii. We also offer EXPEDITED SHIPPING for $20.00 with delivery within 2-3 business days.

b. INTERNATIONAL SHIPPING COSTS & DELIVERY TIMES:
i. Orders must be placed by 11am EST to start processing on the same day.
Processing time is typically within 2 business days (Monday-Friday). During product launches or sales, shipping may take longer--we appreciate your patience! If it's been more than 10-15 business days and your package has still not arrived, please let us know. Delivery times are based on orders placed between Monday-Friday (excluding weekends, holidays, and holiday weekends).
ii. ITEM Beauty offers FREE STANDARD SHIPPING on all International Orders $50 and over (excluding taxes and discounts). For orders under $50, the shipping fee is $9.99. Delivery time varies by destination country, but an estimated delivery time will be displayed at checkout. We aim to meet delivery times quoted but due to covid you may experience some delays.

c. ORDER PROCESSING:
i. All orders placed before 11am EST will be processed on the following business day. Any orders placed after this time will be processed the consecutive following day at 5PM EST.
ii. Orders are typically processed within 48 hours of receipt processing time does not include weekends, holidays, and holiday weekends). Orders placed on Saturday and Sunday will be processed on the following Monday. All purchases are subject to credit authorization prior to processing. Only authorized purchases may be processed and shipped.
iii. Once you have completed your order, a confirmation email will be sent to the email address associated with your account within 24 to 48 hours. A link will also be included with tracking information to check the status of your order.

Do you ship internationally? Accordion icon

We now ship to more than 150 countries. Below is the list of the countires we do not ship to at the moment due to restrictions:
- Algeria
- Argentina
- Burundi
- Chile
- Cuba
- Eritrea
- Indonesia
- Iran
- Iraq
- Liberia
- Libya
- Malaysia
- North Korea
- Peru
- South Sudan
- Syria
- Tajikistan
- Turkey
- Uruguay
- Venezuela
- Yemen
- Vietnam

Why are product prices higher when shipping to certain countries? Accordion icon

When sharing product pricing, we follow local guidelines and restrictions, so in some cases price already include taxes and/or duties.

Can I return my order if it was shipped internationally? Accordion icon

Unfortunately, we are not accepting returns on international orders for now. If your order arrived damaged please head over to this link so our international team may assist you.

Payments

What types of payment do you accept? Accordion icon

We currently accept all major cards including: VISA, MasterCard, American Express, and Discover credit or debit cards. We also accept PayPal (U.S. and Canada only), Android/Apple pay and Afterpay.

We do not accept personal checks, money orders, or credit cards issued from other countries outside of Canada or the United States.

Why are there multiple charges on my credit card? Accordion icon

Don't worry.  When you submit an order through your credit card company, an authorization hold for the full order amount is processed as a pending transaction. An authorization hold is not an actual charge and may appear to be slightly higher than the actual order total (generally it’s $1 additional). This amount guarantees that funds will be available when the order is billed. This charge is completely removed once the order has been successfully processed.


If you encounter a problem when placing an order, several authorizations may appear on your statement. These will be removed by the credit card company automatically usually within 7-10 business days.

Can I use an international credit card? Accordion icon

We only accept cards from the U.S. and Canada, but we do accept international Paypal accounts. You can place orders using any of these payment methods online, provided that the ship-to address is in the United States.


At this time, we do not accept credit cards issued from other countries, and only ship orders within the United States. We hope to expand to other regions in the future.

What is Afterpay? Accordion icon

Afterpay is a service that allows you to make a purchase today and pay for it later with four equal installments, every two weeks, interest-free. It's available on all orders over $35!

How do I make a purchase using Afterpay? Accordion icon

Shop for your favorites on itembeauty.com and proceed to checkout. At checkout simply choose installments with Afterpay as your payment method. You'll be taken to Afterpay.com to create an account and finalize your purchase.

What happens if I miss an Afterpay payment? Accordion icon

If there are insufficient funds in your account and a payment is missed, you may be subject to late fees. You can view the Afterpay payment agreement here.

When will my items be delivered if I use installments with Afterpay? Accordion icon

Afterpay orders are delivered as per our standard shipping time frame after you complete your order online.