Politique d'expédition
International Shipping Timeline & Tracking Updates
For our international customers, please note that we are located in a remote area where direct DHL pickup is not available. Because of this, all international packages are first handed off to USPS, which then transfers them to DHL for final delivery.
This handoff process typically takes 7 to 10 days in addition to our standard processing time and the normal DHL transit time. As a result, once your order is marked as “Fulfilled,” your tracking number may not show updates immediately. Tracking will begin updating once DHL has officially received and scanned the package into their system.
We appreciate your patience and understanding. If you have any concerns about your order’s status, feel free to reach out to our customer support team.
Shipping Policies & Navidium Package Protection
Navidium Package Protection:
Ensley Reign Cosmetics is committed to ensuring your products reach you safely and efficiently. Please carefully review our updated shipping policies before placing your order.
We highly recommend adding Navidium Package Protection at checkout for added coverage and peace of mind. This insurance covers your package against loss or damage during transit, ensuring a smoother resolution process if any issues arise.
International Orders:
-
All international orders must purchase Navidium Package Protection to be eligible for coverage in the event of loss, damage, or theft during transit. Without Navidium Protection, Ensley Reign Cosmetics cannot accept responsibility for these incidents.
-
For international orders, any damaged products will be reimbursed with a compensation amount equivalent to the value of the damages incurred during shipment. Replacement products, including individual pans for affected shades, will not be provided for damaged items. This policy ensures clarity and consistency in our handling of international claims while maintaining our commitment to fairness and efficiency.
Domestic Orders:
-
If a palette arrives with a damaged or broken shade, we are happy to provide a replacement pan for the affected shade. Since our palettes and pans are magnetic, customers can easily remove the damaged shade and replace it with the new pan. This ensures a seamless resolution while minimizing waste.
Claims for Damaged, Lost, or Stolen Packages:
- If you opted for Navidium Protection, you can file a claim directly through the Navidium platform within 30 days of shipment for resolution.
- For lost packages, a package will only be considered lost if there has been no tracking update for 15 days for domestic and 20 days for international customers from the last carrier scan.
- For stolen packages, you must contact us within 48 hours of the package being marked as delivered to be eligible for claim approval.
- If you opted out of Navidium Protection, Ensley Reign Cosmetics is not responsible for lost, stolen, or damaged packages. Customers will need to contact the carrier directly to initiate a claim.
Note: Navidium Protection ensures your purchases are safeguarded during transit, offering an added layer of security for your valuable items. For more details on Navidium’s coverage and eligibility, please visit their platform.
DHL & USPS Handoff for International Orders
At Ensley Reign Cosmetics, we strive to ensure that all packages reach our international customers as efficiently as possible. However, please be aware of the following process for DHL shipments:
-
USPS to DHL Handoff:
In our area, we do not have a dedicated DHL driver. Because of this, all DHL packages for international orders are initially handed off to USPS. USPS is responsible for transporting these packages to the nearest DHL facility for processing and international shipment. -
Extended Tracking Update Time:
During this handoff, tracking updates may be delayed. It can take up to 10 business days after processing for the DHL tracking system to show updated information. While this delay is standard for our shipping region, we understand it may cause concern, and we appreciate your patience as the package moves through the system. -
Navidium Package Protection for International Orders:
To ensure peace of mind during transit, all international customers are required to purchase Navidium Package Protection at checkout. This coverage provides protection in the event of lost or damaged, packages during transit. -
Customer Support:
If you experience extended delays beyond the outlined timeframes or have concerns about your package, our customer service team is here to help. Please don’t hesitate to reach out for support or guidance on tracking updates.
Shipping and Package Protection Policy
Ensley Reign Cosmetics is committed to providing a seamless delivery experience. We offer optional Navidium Package Protection to safeguard purchases against lost or damaged packages during transit. Additionally, we utilize Shipsurance to protect the company’s financial interests for certain domestic shipping issues. This policy clarifies the scope and limitations of both protections.
Navidium Package Protection
Navidium Package Protection is an optional service customers can purchase at checkout. It provides coverage for specific shipping issues but does not extend to all scenarios.
-
What Navidium Covers:
- Packages lost in transit (not marked as delivered).
- Packages damaged during transit before delivery.
- Packages stolen during transit but prior to delivery confirmation.
-
What Navidium Does NOT Cover:
- Packages Marked as Delivered: Once a package is marked as delivered by the carrier to the designated address, it is no longer eligible for coverage through Navidium. If a customer claims the package was not received, we recommend filing a claim directly with the carrier.
Shipsurance Coverage (Merchant Insurance)
Ensley Reign Cosmetics insures certain shipments through Shipsurance to protect against financial losses. This insurance is limited in scope and only applies to domestic orders under specific conditions:
-
Eligibility for Shipsurance Coverage:
- Domestic Orders Only: Shipsurance is not available for international shipments.
- Claims for Packages Marked as Delivered: Unlike Navidium, Shipsurance may cover claims where a package is marked as delivered but the customer claims it was not received. ShipSurnace may require additional information including police report for claims regarding stolen packages.
- Maximum Coverage: Shipsurance covers up to $200 of a loss per shipment.
-
Process for Customers:
If Shipsurance is applicable, Ensley Reign Cosmetics will assist in filing a claim with Shipsurance on behalf of the customer. However, reimbursement is subject to Shipsurance’s claim approval, with a maximum of $200.
Delivery Confirmation Policy
Once a package is marked as delivered by the carrier:
- Navidium Package Protection Does Not Apply: Claims for non-receipt of packages marked as delivered are not eligible for coverage under Navidium.
- Shipsurance Claims May Apply: For domestic orders only, Ensley Reign Cosmetics may file a Shipsurance claim for packages marked as delivered but reported as not received.
- Customer Responsibility: We encourage customers to contact the carrier directly to file a claim, check with neighbors, and investigate potential theft if a package is marked as delivered but not received.
How Claims Are Processed
-
If Navidium Was Purchased:
- Claims are accepted for packages lost in transit or damaged prior to delivery confirmation.
- Packages marked as delivered are not eligible for claims through Navidium.
-
If Shipsurance Applies:
- Shipsurance claims are available for domestic orders only, up to a $200 limit.
- Ensley Reign Cosmetics will assist in filing a Shipsurance claim if eligible.
-
If Neither Navidium Nor Shipsurance Applies:
- Ensley Reign Cosmetics is not liable for shipping issues. Customers must file claims directly with the shipping carrier.
Transparency and Ethical Handling
We adhere to the following principles in managing shipping issues:
-
Clear Coverage Terms:
- Customers are informed that Navidium does not cover packages marked as delivered.
- Shipsurance is limited to domestic orders and is capped at $200 per loss.
-
Encouraging Carrier Claims:
- Customers are encouraged to contact the shipping carrier directly to resolve disputes for packages marked as delivered.
-
Limited Responsibility:
- Ensley Reign Cosmetics cannot guarantee reimbursement for shipping issues not covered by Navidium or Shipsurance.
Contact Information
For questions or concerns regarding claims or shipping issues, please contact our customer service team at:
Email:info@ensleyreign.com
By completing a purchase with Ensley Reign Cosmetics, you agree to the terms outlined in this Shipping and Package Protection Policy.
Processing Times
- Processing Times: Our typical processing times for non-preorder items are 1-5 business days. High volume times such as holidays, sales and product launches may lead to longer processing times. This does not include transit times.
- High-Traffic Periods: During busy times, such as sales, new product launches, holidays, and other events, processing times may extend up to 20 business days. This does not include transit time, and we cannot guarantee exact shipping times.
Please note: We are unable to combine separate orders once they have been placed. Please review your order carefully before placing it to include all desired items. This helps us streamline the shipping process and maintain efficiency.
Shipping Notifications and Carrier Discretion
Upon shipment, you will receive an email with your tracking information and a link to track your shipment. If your items are shipped via UPS, USPS, or FedEx, you will also receive a notification once your package has been delivered.
Carrier Delays and Discretion:
- Any delays incurred by the carrier are beyond our control and are at the carrier's discretion, not Ensley Reign Cosmetics'.
- If the carrier decides that your package needs to be picked up at the post office instead of delivered to your door, it is also at their discretion. You are responsible for picking up your package in such cases. Packages that are not picked up and are returned to us are not refundable and cannot be re-shipped.
Tracking Delays:
- USPS Tracking: Items shipped via USPS may take 1 to 3 business days to update tracking information in their system, and the package may already be en route to your location.
- Note on "Delivered" Status: USPS may occasionally mark a package as "delivered" even though they intend to deliver it within the next business day or a few days later. If this occurs, we kindly ask that you wait up to a weekto see if the package arrives. You can also check with neighbors or your local post office for more information.
Lost Packages
Packages Presumed Lost:
-
Filing a Claim: If your package is presumed lost by the carrier (where the status is not marked as "delivered"), claims must be filed as follows:
- United States Domestic Shipments: Claims can be filed no sooner than 10 days after the last tracking update.
- International Shipments (including Canada): Claims can be filed no sooner than 20 days after the last tracking update.
- Canadian Domestic Shipments (Canadian merchant shipping within Canada): The 10-day domestic shipment timeline applies.
- Claim Filing Deadline: All claims for lost packages must be submitted within 30 days from the last checkpoint of the tracking update.
Shipping Times and Delivery Estimates
-
Estimated Delivery Times:
- Tracked Delivery: Estimated arrival for Domestic orders is 5 to 25 business days after your order is placed. Some customers receive their purchases as quickly as 2 to 3 business days. This timeframe includes order processing.
- Delays: If an order is delayed, it will be noted on our homepage or product page. This does not include delays posted on the USPS, UPS, or other carrier websites.
Important Note: Ensley Reign Cosmetics does not guarantee shipping times. Actual delivery times may vary depending on the carrier, local customs, and other unforeseen factors.
International Shipping with DHL & Transit Delays
Due to our remote location, we face unique shipping challenges that may affect the delivery of your order. We do not have direct DHL service in our region, which requires a two-step process involving USPS and DHL.
- Shipping Process: When DHL is selected as the shipping option, your package will first be sent via USPS and then handed over to DHL for final delivery. This is due to the absence of direct DHL delivery in our area.
- Tracking Information: Tracking information may not be available immediately after your shipping label is created. There will be an approximate delay of 7-10 business days before tracking updates appear online.
- Transit Time: An additional 7-10 days of transit time is expected for the handoff between USPS and DHL, regardless of the shipping speed selected.
We appreciate your patience and understanding as we work to improve our logistics under these circumstances.
For any questions about your order's shipping, please reach out to our customer support team at info@ensleyreign.com.
Address Change Policy for International Orders and Replacements
- We are unable to change the shipping address for international orders once they have been placed.
- Additionally, for replacement shipments, including those covered by Navidium Package Protection, we cannot alter the delivery address.
Cancellation Policies
We understand that circumstances may change, and you may need to cancel your order. Please carefully read our cancellation policies below:
- General Cancellation Window: Provided your order has not entered our shipping queue or shipped, you may email us at info@ensleyreign.com to request cancellation within 1 hour of placing your order. All cancellations will incur a 10% restocking fee.
-
Cancellation Fees:
- Cancellations requested after the 1-hour window are subject to a 10% restocking fee.
- If the order has already entered our shipping queue, we are unable to cancel it.
- Pre-Orders: Pre-orders cannot be canceled once they are placed. Please carefully consider your purchase before completing a pre-order.
-
Missed Coupon Codes:
- We cannot apply coupon codes retroactively, and refunds will not be issued for missed discounts.
- However, if you contact us within 5 hours of placing your order, we may issue a store credit equivalent to the value of the missed discount.
Bulk Orders & Additional Shipping Expenses
For bulk orders, including six or more eyeshadow palettes, additional shipping charges will apply due to increased weight and handling requirements. An invoice for these additional fees will be sent, and payment must be made before your order can be shipped.
Customs & Taxes
Buyers are responsible for any customs and import taxes that may apply, including for all European countries (except the UK) post-Brexit. These charges are outside of our control, and Ensley Reign Cosmetics does not assume liability for these fees.
- If customs duties are unpaid and your package is returned, a refund minus a 15% restocking fee will be processed after we receive the package. Shipping expenses are non-refundable.
Lost, Stolen, & Damaged Packages
We have partnered with Navidium Package Protection to provide peace of mind during transit.
- What to Do if Your Item Arrives Damaged: If you receive a damaged item, please contact info@ensleyreign.com within 48 hours of receipt. If Navidium Protection was not purchased, please contact the shipping carrier to file a claim.
- If you choose to opt out of Navidium Package Protection, Ensley Reign Cosmetics and its affiliates are NOT responsible for any damages incurred during transit, lost packages, or stolen packages.
Lost Packages
- Packages Presumed Lost: Issues for packages presumed lost by the carrier must be filed no sooner than 7 days after the last tracking update for domestic shipments (20 days for international shipments), and must be submitted within 30 days from the last checkpoint.
- Delivered but Missing Package: If a package is marked as delivered but not received, it is considered stolen. Customers must reach out within 48 hours from the delivery notice and laims must be filed 5 days after the delivery date but no later than 15 days. In these cases, ShipSurnace may require additional documentation, such as a police report, to process the claim.
Pre-Order Shipping & Cancellation
- Start Shipping Date: Estimated begin shipping dates for pre-orders are listed in each product listing. Pre-order items will also indicate PREORDER in the product name.
- Pre-Orders Cannot Be Canceled: Once placed, pre-orders cannot be canceled or refunded.
Shipping Costs
Shipping costs are calculated at checkout based on delivery location and the weight of the products selected.
COVID-19 & Shipping Delays
Due to ongoing effects of the pandemic, international postal services are facing delays due to increased volume and operational disruptions. Please bear this in mind when placing your order.
Support Contact Information
For any questions or further information regarding your order’s shipping and delivery, please contact us at info@ensleyreign.com.
