FAQ
Orders & Returns
Q - Can I make changes to or cancel my order?
As soon as your order has been accepted, we immediately begin processing to get it to you as soon as possible. Unfortunately, this means that we are unable to make any changes to orders once placed.
Please make sure all your details are correct before checking out!
Q - What is your return policy?
Our policy is that we are happy to accept returns on both new and gently used products within 30 days of the delivery date for a refund to your original payment method or a store credit to use for future purchases. Returns will exclude the amount of outbound shipping costs and any return label fees. Return shipping is at the expense of the customer.
To initiate a return, please email hello@sule-beauty.com with your order number and the item you would like to return. We’ll provide the next steps.
Q - Can I exchange a product?
We do not offer direct exchanges. If you would like a different product, please return the original item and place a new order.
Q - Can I return a set?
We accept returns for sets that are not pre-packaged in custom packaging. Sets made up of individual products may be returned by contacting us at hello@sule-beauty.com. Please note that all products included in a set must be returned together to be eligible for a refund.
Q - An item in my order was damaged in transit! What should I do?
Please send us an email at hello@sule-beauty.com with your order number and an image of the damaged item, as well as the package your order was shipped in, and our team is happy to help you!
Q - My order shows it was delivered, but I can't locate it. What do I do?
If your tracking information is confirming delivery and you are unable to locate it, we recommend:
- Checking with your neighbors or family members to confirm the package was not left with them
- Looking at surrounding areas to confirm if the package was left around the premises
- Contacting the carrier as sometimes instances with a mis-scan may occur
If you are still unable to locate the package, please feel free to reach out to us at hello@sule-beauty.com for assistance.
Payments
Q - What payment methods do you accept?
We accept Visa, MasterCard, Discover, American Express, Shop Pay, PayPal and Klarna.
Q - What currencies do you accept?
All orders are charged in USD. Please note that all refunds are issued in USD so any discrepancies in the amount will be due to the conversion rate at the time of processing.
Domestic Shipping
Q - Do you offer free shipping?
Free standard shipping is available to all US domestic orders over $60.
Q - When will my order ship?
We process and ship all orders within 1-2 business days (Monday through Friday, not including holidays).
Due to global supply chain delays, some orders may take longer than expected to reach you. If you are experiencing any additional delays with your order, please reach out to us on hello@sule-beauty.com.
Once your order has shipped, you will receive a shipping confirmation email with your tracking information enclosed. It may take up to 24-48 hours for your tracking information to update.
Q - Do you charge domestic sales tax?
Domestic sales tax will be applied to orders based on order destination and in compliance with federal, state and local laws.
Q - Do you ship to APO/FPO addresses?
Yes! We ship to APO and FPO addresses using USPS.