If this is the case, please re-submit and pay for your order. The transactions are automated, that is, if the order has not been paid, the system will automatically cancel it. It is no longer possible to resume payment. Once your order has been correctly placed and paid for, you will receive confirmation of the transaction by email.
2 . CAN I CHANGE OR CANCEL THE ORDER IF I ENTERED INCORRECT INFORMATION?
Everything depends on the current status of your order. Changes are not possible at every stage of your order. Please contact customer service: info.de@eveline.eu as soon as possible after placing your order.
3 . HOW CAN I USE MY PROMO CODES WHEN BOOKING?
Once the correct order quantity is reached, enter the promotional code in the cart summary and click the pink arrow which is located to the right of the field where you put the code to activate it. The free product will be automatically added to your order and the discount applied will be reflected in the summary.
4 . WHY CAN'T I GO TO THE "PAY" WINDOW?
Once you have proceeded to checkout, please click on the black "Continue" box under the "Select shipping method" option, enter your details and then accept the terms and conditions.
5 . What are the shipping costs? From what amount is shipping free?
The cost of courier delivery (DPD International) depends on the destination country (from 3.99 EUR up to 13.99 EUR). In some countries we also offer COD payment method (from 6.49 EUR up to 16.49 EUR). For specific rated, please check this page.
You can also take advantage of free shipping when your order exceeds 29 EUR.
6 . HOW CAN I CHECK THE STATUS OF MY SHIPMENT?
When your package is shipped, you will receive a tracking number and a link to track the delivery on the shipping company's website to the email address provided when ordering.
7 . AFTER PLACING AN ORDER, I RECEIVED INFORMATION THAT THE PRODUCT I ORDERED IS NOT AVAILABLE, WHY?
We do our best to keep our offer up to date. However, sometimes it happens that we have fewer ready-to-ship products in stock than the shop system tells us (e.g. due to a product being accidentally destroyed in the warehouse).
8 . CAN I CHANGE THE PURCHASED PRODUCTS AFTER ORDERING?
Unfortunately, as all orders are dispatched immediately after the order has been delivered, it is not possible to change the order. However, we would like to remind you that to return products without visible signs of use you have a period of 14 days from the date of delivery to the address provided.
9 . HOW CAN I RETURN OR EXCHANGE A PRODUCT I ORDERED?
Products ordered online can be returned within 14 days of receipt of the shipment. Products must be returned with original packaging and protection. They must not bear any signs of use. They should be sent back to the address:
Beauty Brands Ecommerce sp. z o.o.
Omnipack Fullfilment Center (FC4)
Szczecinska 49 docks 45-48 Panattoni Logistics Center
66-400 Gorzów Wielkopolski
marked "Eveline Cosmetics"
Please also send an email to info.eu@eveline.eu with a copy of the return form and a confirmation that the package was sent. The withdrawal form is available HERE.
10 . I have received a defective product, what next?
We accept all complaints by email to: info.eu@eveline.eu. Please include your order number, a description of the damage and send us a photo of the faulty product.
11 . What are the costs of returning the product?
If you are returning the entire order, we will refund the total cost of both the products ordered and the cost of delivery. If only part of the products are being returned, we will only refund the money for those products. Details are available in the Terms and Conditions.
12 . Products are missing from the received parcel or there are products in the parcel other than those ordered. How to make a complaint?
All complaints are accepted by e-mail. In this case, please contact us by e-mail at info.eu@eveline.eu. Please state your order number and describe the situation - which products are missing and what is not in accordance with the order.
13 . How long does it take to process a complaint or return?
It takes 14 days for the shop to process a complaint or return from the date of receipt.
14 . My order has been cancelled and I have not received a refund on my account.
If the order has been cancelled and the funds have not been debited from the buyer's account, but only blocked, the refund should be automatic. If you have not received a refund, please contact PayPal or Stripe - depending on which payment method you used - this is a process beyond our control and which we cannot influence.
15 . How can I cancel an order?
To cancel an order please contact our Customer Service. You can only cancel an order if it is not yet in process (not yet completed).
16 . HOW DO I GET A DISCOUNT WHEN I SIGN UP FOR THE NEWSLETTER?
If you would like to be informed about upcoming promotions and news, please sign up for our newsletter. As a welcome gift, you will receive a unique discount code that allows you to reduce non-discounted products by 20%.
17 . DOES REGISTERING FOR THE NEWSLETTER ALSO MEAN REGISTERING FOR AN ACCOUNT?
Subscribing to the newsletter does not mean creating an account. By subscribing to the newsletter you will receive access to information about new products and special offers in our shop.
18 . Is it necessary to create an account before placing an order?
It is not necessary to register before placing an order, but having an account offers a number of advantages. Among other things, it saves you valuable time when making future purchases. If you create an account, your billing address will be saved in the system and you will not need to enter it manually on your next order. Under "my account", you will find your entire purchase history and be able to track the status of your orders in real time.
19 . HAVE EVELINE COSMETICS PRODUCTS BEEN TESTED ON ANIMALS?
The cosmetics manufactured by Eveline Cosmetics are not tested on animals and are not sold to countries that require such testing. The brand is Cruelty Free certified and recognized by the Association of Cruelty-Free Cosmetics. In addition, vegan, vegetarian and natural cosmetics, which consist of more than 95% ingredients of natural origin, are taking an increasingly important place in our product range.
20 . WHY CAN'T I ADD A PRODUCT TO MY SHOPPING CART?
You are probably trying to add a product to your shopping cart that comes in different variations, eg. as color. Simply select the color you want and then click the "Add to Cart" button. The second reason is the unavailability of the product in question.
21 . Why does a product have the status "Unavailable"?
If a product is not available online, it means that it is no longer in our warehouse. If you are interested in the availability of a specific product, please contact Customer service at info.eu@eveline.eu.
