Política de reembolso

Order Cancellations and Final Sale Policy

At Ensley Reign Cosmetics, we want you to feel confident about your purchases. Please carefully review all details before placing your order, as our cancellation and return policies are designed to ensure smooth operations and efficient service.

Final Sale Policy

• Cosmetics (Eyeshadows, Premade Eyeshadow Palettes, Face Palettes): All sales are final once received. We do not accept returns or exchanges for cosmetic items, nor do we offer refunds, returns, or replacements based on personal preference. We urge you to buy responsibly.

• Allergies Advisement: Please carefully read the ingredients list for each product before purchasing to ensure that it does not contain any ingredients you are allergic to. We do not offer refunds for allergic reactions, and all sales on cosmetic items are final.

• Shipping Protection: If you purchased shipping protection at checkout and need to use the service, please contact us to file a claim. For more information, see our Shipping Protection Terms of Service.

Order Cancellations

We ask that customers thoroughly review their orders before finalizing, as cancellations are subject to the following conditions:

1. Cancellation Window:

   • Within 1 Hour: Provided that your order has not been shipped or entered our shipping queue, you may email us at info@ensleyreign.com within 1 hour of placing your order to request cancellation.
   • After 1 Hour: Cancellations requested after the 1-hour window will incur a 10% restocking fee. This fee helps cover the costs associated with processing and restocking the canceled order.

2. Orders in Shipping Queue:

   • Once an order has been placed in our shipping queue or has been packed for shipment, it cannot be canceled under any circumstances.

3. No Refunds for Dislikes:

   • We do not provide refunds or returns for products simply because they do not meet your preferences. Please make purchases responsibly and refrain from purchasing if you are unsure.

4. Coupon Codes:

   • Missed Coupon Codes: If you forget to use a coupon code at checkout, we are unable to add the code after the order is placed, and refunds will not be issued for missed discounts.
   • Store Credit Option: If you contact us within 5 hours of placing your order, we may issue a store creditequivalent to the amount that would have been saved using the coupon code.

5. Refund Processing:

   • For cancellations requested within 1 hour or those incurring a restocking fee, refunds will be processed as store credit. The exact timeframe for refunds to appear in your account may vary depending on your payment method and financial institution.

Thank you for your understanding and cooperation with our policies, which help us to maintain efficient operations and continue offering high-quality products and services. Should you have further questions or need assistance, please reach out to our customer service team at info@ensleyreign.com.

Please note: To ensure efficiency and accuracy in processing, we are unable to combine separate orders once they have been placed. We kindly ask our customers to review their orders carefully and include all desired items in a single transaction. This helps us maintain a streamlined and timely shipping process. Thank you for your understanding and cooperation.

Lost, Stolen, & Damaged Packages

What should I do if an item is damaged?

Please contact our customer service team at info@ensleyreign.com within 5 business days after your package has been received. Please also contact USPS to file a damaged package claim. Unfortunately, we are not responsible for any damage, loss or theft so please choose the priority shipping option at checkout which includes USPS delivery insurance. 

We have partnered with Route Shipping Insurance so that you can choose to insure your package for a small fee.  

If you opt out of purchasing shipping insurance, Ensley Reign Cosmetics  and its affiliates are NOT responsible for any damages incurred during transit, lost packages, or stolen packages. Please review Route's coverage policies available here.  360041131194-Route-Package-Protection-Policies

Packages presumed to be lost

• Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

   

Estimated Delivery Date

Invalid address or delivery barriers

• Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Route does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be referred to the retailer.
  
  
• The exception is retailers that ship perishable items (e.g. food, a mattress that cannot be reused).

Only part of the order delivered

• If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Route does not cover the order issue. The customer will be referred to the retailer. 
  
  
• If a single order is being shipped in multiple packages and one package does not arrive, Route will cover the order issue and reorder or refund the value of the undelivered package.
  
  
• If the retailer forgets to ship an item from the customer’s order, the customer needs to reach out to the retailer to have the missing items fulfilled.

Packages labeled "return to sender"

• Route does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery. 
  
  
• At our discretion, we may cover the order issue if the returned item is perishable or if the retailer is unable to reuse it.*
  
  
• Route covers the customer’s order if the package gets lost in-transit back to the sender.*

*Please note: Route Package Protection timeframes for filing apply. You have 15 days from date of delivery to file claims with Route Package Protection for ANY issues.  

Order stuck in customs

• Route cannot cover when a customer’s order is stuck in international borders/customs.
  
  
• The customer’s next step is to pay the customs fees in order to receive the package.
  
  
• If Route replaces something the customer has already paid customs on, under Route’s discretion, Route can approve and pay customs the second time.

Order marked as unfulfilled or unshipped

• If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the retailer (retailer could be low on inventory of the items, internal delays with the fulfillment center, etc.).
  
  
• Route does not control how quickly the retailer ships the customer’s order. Route Package Protection is not yet in action because the order has not shipped.

Order issue filed too soon

• If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Route may ask you to wait 5 days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

Delivered but Missing Package

• Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.

Filing a police report

• At our discretion, Route may require a police report when the customer’s package is marked as delivered.

1. If requested, the customer will file the police report and include an explanation that Route is a package protection company, and we have protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report.
   
   
2. Send Route the police report PDF & number in the order issue.

• Upon request, Route may require additional documentation such as proof of identity, a notarized statement, address, etc.

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

Delivered to wrong address

• If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and we will replace the order on behalf of the customer.

Damaged Item Arrived

• Order Issues for damaged orders must be filed within 15 days of the delivery date. 

Broken items

• If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly.
  
  
• The customer does not need to ship it back to the retailer (unless the retailer indicates otherwise).

Damaged items

• A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
  
  
• Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. 
  
  
• Route requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).

Subscription items

• For existing subscriptions where your customers have purchased Route Package Protection, if any of your customer's items in the subscription were lost, stolen, or damaged in transit and can be purchased individually, Route will reorder them. If the items cannot be purchased, then Route will refund the items.
  
  
• Route cannot reorder and create an entirely new subscription because Route would be paying for the customer's monthly subscription.

Customized items

• Route cannot reorder customized items for the customer because of the additional liability of ordering the customer’s custom item incorrectly. Route can offer a refund instead.

Out of stock

• Route does not have visibility to the retailer’s inventory, or details into when the retailer will have the customer’s item back in stock.
  
  
• Route can offer the customer a refund for the item that is out of stock. The customer can always use that refund to order the item when it’s back in stock.

Input wrong address

• If the customer entered the wrong address at the time of order, Route does not cover this.
  
  
• The customer needs to reach out to the retailer to remedy the incorrect address.

Quality control

• If the customer is unsatisfied with their product, Route is not a product replacement plan and the order issue cannot be approved.
  
  
• The customer needs to reach out to the retailer. This request may be covered under the retailer’s return policy.
  
  

Too late to file

• Route can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Route will deny the order issue according to these policies:
  
• Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises."
• Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Expedited shipping hasn't arrived 

• If the customer’s package is delayed for whatever reason, Route will not cover it.
  
  
• Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
  
  
• If the customer paid for expedited shipping but the package arrives outside of the expected window, Route will not cover it.

Payment installment companies

• For payment installments (Sezzle, Afterpay, etc.), it is the customer’s responsibility to pay the payment installment company directly.
  
  
• Once Route refunds the customer for their order, the customer must pay their installments to the payment installment company directly.

No tracking information

• Route reserves the right to deny order issues where no tracking number/information is available. In these instances, Route will reach out to the retailer to see if one can be provided.

Package in Pre-Shipment

• Route reserves the right to deny order issues where package tracking is marked as "pre-shipment".

Non-sanctioned shipping address

• Route is based in the United States of America. Due to shipping policies in the US, Route will not cover issues shipped to countries that are sanctioned by the US. List available here

Closed order issues

• If a customer does not respond within 5 days, Route will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.

Didn't want Route

• If the customer’s package has not shipped, Route can refund the Route premium.
  
  
• If the item has shipped, Route is already protecting the package and cannot refund the customer.

Checkout requires ID verification

• Route doesn’t upload our employee’s proof of ID to replace the customer’s order.
  
  
• If the customer ordered from a store that requires the extra ID verification step, Route can offer the customer a refund instead to protect each party’s identity.

How long will it take to receive my order?

Our normal processing time for regular non pre-orders is 15 business days. This does not include transit time. Shipping times will vary depending on your location and carrier options chosen at check out. During sales, new product launches, inclement weather, holidays and pandemics, processing times can vary and may take longer. We kindly request that you allow up to 20 business days. 

Defective Products 
Please inspect your order upon reception and contact Ensley Reign Cosmetics Customer Service within 14 days if an item is defective at info@ensleyreign.com

Exchanges
Due to the nature of the products, we do not accept returns or exchanges. However if a product is defective, please contact us within 14 days of receiving your order. Please email us at info@ensleyreign.com.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.