Return and Exchange policy FAQ
Hi Nolababes, thanks for shopping with us!
Below, you'll find all information regarding our Return and Exchange policy:
When will my order ship?
Each order is handmade with cruelty-free, plant-based ingredients. Thus, processing times are in place for all orders. You’ll get a shipment notification email with a tracking once your package has been shipped. Please see shipping options below:
NOLA AIR: 3-5 day processing
*Processing days do not include weekends or holidays.*
**Please allow additional processing time due to COVID-19, we apologize for any delay regarding**
How do I return?
- Visit our returns center
- Enter your order number and email address to start
- Follow the instructions and select the items you want to return
- Once your request is approved, you will get a confirmation email with shipping guidelines
What items are returnable?
- Packages ordered within 15 days from the date of purchase
- Must be in the original packaging
The following items cannot be returned:
- Gift cards
- Discounted and promotional items
- Items that have surpassed their allotted delivery time (15days)
The item I received is damaged!
We now offer Route Insurance that can be applied at checkout to your order. We strongly suggest applying this feature to protect your items during transit.
- We're sorry that your package arrived damage. If this does occur, please email [email protected] subject line SHIPMENT with your first and last name, order number and 3 clear photos of the damages
- We ask that you report any damage within 2 days of delivery.
Can the items be exchanged?
We allow the exchange of purchased items for selectable variants. Exchanges are at will of Nolaskinsentials. If the exchange request is approved, the unwanted item must be shipped to us and the replaced item will be shipped to you.
Please keep in mind everyone's skin is different. Thus, results will vary between individuals. While a specific item may be working for someone else, it may not work for you. To help combat this issue, we offer skin consultations to help select products that are best suited for your skin type. You can book directly here.
Refunds and discounts.
The following refund options are supported:
*If you cancel your order prior to shipment we can issue a refund. Please keep in mind that orders canceled after 24 hours of being placed are subject to a $5.00 restocking fee.
- Items purchased through promotional sales are not eligible for exchange, refund, or store credit — FINAL SALE.
- Samples (Try Me sizes) are not eligible for exchange, refund, or store credit
- Bundles/Try Me samples are not eligible for discounts unless otherwise noted
How do I ship back the items?
For instructions on how to ship the returned products, refer to the email received after placing the return request.
How soon will I get my refund?
Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 business days after approval.
Additional Shipping Information:
- Please double check your order confirmation and ensure that entered the correct address. If your address cannot be verified by UPS we will contact you for an alternative address.
- If your package does get sent back to us, please note there is a reshipment fee (same amount paid on the original order) that will need to be paid for an additional send out.
Package was marked delivered, but I did not receive it
- Please ensure that the address you provided on file is the correct address.
- After verifying please send an email to [email protected] - We need to be notified within 48 hours of missed delivery to assist you.
- Orders over a specific value will ONLY ship out with a signature confirmation. This is to ensure that the package is received by the person who ordered it.
- Should you request the package to be shipped without a signature, this will need to be noted prior to shipment and you will be responsible for the safety of this package.
My question is not addressed...
If you have any queries regarding return or refund, reach out to us Monday-Friday, 10AM-4PM EST.
Click here to Email Nola Business
Click here to Email Nola Support