FAQ?

FAQ

Q.Does the shipping and billing address have to match?

A. Yes, please make sure that your billing and shipping addresses are the same. The billing address entered must match the card used at checkout. If the addresses or names do not match; your order will be canceled.

Q: Can you update my address if I entered a wrong/incomplete address? 
A: Unfortunately, no. If there is an error on the billing and or shipping information you entered, we have a right to cancel the order and issue a refund. Please allow 7-10 business days for the refund to issue. If the funds aren’t available after 12 business days, contact your financial institution for more information. 

Q: I just started to use the products and my face is breaking out. Why is that? 
A: It’s called “purging”. This is a common response to your skin releasing old skin cells to prepare for new skin cells. Don’t worry. Lessen your usage to every other day and drink more water. 

 

Q: What if my order is marked as delivered, but I have not received my package? 
A: Please contact USPS for more information or to file a claim. ESG Cosmetics is not responsible for any lost or stolen packages. 

Q: I received a damaged item. What do I do? 
A: We deeply apologize for this rare inconvenience and please contact our team at elegantslayguru@gmail.com with a photo of the damaged item. We will gladly ship a replacement to you in a timely manner. 

Q.What payment methods does ESG Cosmetics accept?

A. We accept American Express, Visa, Discover, MasterCard and PayPal. 

Q. Is it safe to use my credit card online?

A. We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process.

Q. How will I know if you have received my order?

A. After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit card details have been approved, the delivery address has been verified and the items located with your order be accepted and the items shipped. At this point, you will receive a second email from us confirming your order. If this is not possible you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.

Q: How do I track my order? 
A: Your order will process for 24-48 business hours. Once your order has been shipped, an email will be provided containing tracking information. Allow 24-48 hours for shipping details to update via USPS. Please ensure that you enter the proper email address when purchasing. 

Q. Can I collect my order instead?

A. Yes, We are located at 1028 W 6th St Junction City Ks, 66441 

Q. Have you received my return?

A.Please allow 7 to 10 business days to process returns. Items need to be inspected before issuing the credit. However, we are currently not accepting returns due to Covid-19. 

Q. How do I return an item?

A. We will gladly accept your return for a Store credit or Exchange within 3 business days of receiving your order. Policy Is Strictly Enforced.

 -ALL SALE ITEMS (Including Deals with promo codes) ARE FINAL SALE (No Exceptions)

-Items paid with store credit will only be exchange Once.

-Only one time exchange per order.

-Claims for damaged goods or any packaging errors need to be e-mailed to us within 24 hours of delivery 

Q: I’ve just placed my order, can I change it? 
A:  Please contact us if you need to make changes to an order same day. Unfortunately due to our very quick processing time we cannot make any changes to orders already purchased. We advise you to thoroughly review your cart and information before placing any orders.  Any orders for Pre-Order or Special Order Item(s) cannot be changed or cancelled. Please contact us if you need to cancel or make changes to an order.