Ashley Lee Cosmetics Frequently Asked Questions

RETURNS & REFUNDS

Do you allow returns & refunds?

  • Unfortunately, due to the low cost nature of our products, we are unable to offer refunds, returns, or exchanges. All sales are final. Ashley Lee Cosmetics reserves the right to refuse any returns at any time.
  • We assume no responsibility for packages that are lost or stolen once USPS / UPS confirms delivery.  Please ensure your order is dispatched to a reliable address.

ORDER ISSUES

How can I reach your Customer Service team and when should I expect a response?

  • For customer service inquiries, please email customerservice@ashleyleecosmetics.com. Our Customer Service team is available M-F 9am - 5pm EST. We do our best to respond to all customers within 48 hours.
  • For order inquiries, please include your order number for faster service.
  • Response times may be extended during holidays, promotions and immediately following launches/restocks.
  • Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.


I have not received my order confirmation, did my order go through?

  • Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team support@ashleyleecosmetics.com if you have not received your confirmation email after 24 hours of your purchase.


Can I make changes to my order once it’s been placed?

  • To serve you better, we will begin to process your order immediately after you submit your order. Because our system processes orders immediately, we are unable to change or cancel an order once it is submitted.  Please ensure all info is correct before submitting your order.


I have received my order and need some additional assistance.

  • Please contact our Customer Service Team at support@ashleyleecosmetics.com to request replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 30 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues along with their Packing slip (Please ensure initials are visible). Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.


DELIVERY


When will my package be delivered?

  • Delivery times for orders are 2-8 business days* (Depending on your location within Continental US; business days do not include Saturdays, Sundays or Holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. 
  • All orders are shipped via USPS.
  • Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from USPS to international mail carriers.


I am an international customer; do I have to pay customs and taxes?

  • Items shipped outside of the United States are subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. These fees are not included in the cost of your order and therefore can not be reimbursed by Ashley Lee Cosmetics. Customs regulations in the U.S.A. require that we display the full product value on the front of the package (this includes products that are purchased at a discounted price or are part of a promotion). Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.


PRODUCT & STOCK


Is there a limit to how much I can buy?

  • Due to the exclusivity of our products, some items may have limits placed the maximum quantity that may be purchased in one transaction.


Can I reserve items by adding them to my cart?

  • All products on ashleyleecosmetics.com are in stock and available for order (unless otherwise noted). Items can not be reserved by holding them in your cart. Product availability is extremely limited and therefore may sell out before your purchase is complete. Order transactions are completed in the order they are received.