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FAQ

Frequently Asked Questions


I can't access my account on your site?

Note: As of October 2, 2019 we have launched a new website. Accounts created prior to October 3, 2019 will be no longer accessible on our new site. You will need to create a new account. Should you need additional information or have concerns please contact our Customer Service Department at 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

I have sensitive skin, can I use your products?

If eyes or skin are sensitive, we suggest that you perform a skin patch test 24 hours prior to use by applying product behind your ear or on the inside of your elbow. If itching or irritation occurs, do not use.

I tried your product and my eyes got a little red and irritated?

While sensitivity is rare, there is always a possibility whenever introducing a new beauty product. When initially using GrandeLASH-MD, some people may experience a slight sensitivity. Often, sensitivities occur with the use of too much product per application. If irritation occurs, feel free to use the product every other day or so for a week or two. Then continue with daily use, as instructed. If irritation persists at any time, discontinue use immediately.

Do you offer a money-back guarantee?

Yes, all of our products are upheld with a 90-day money back guarantee. For refund/exchange details please see our returns/exchanges policy on your packing slip or on our site located here.

Should you need additional information or have concerns please contact our Customer Service Department at 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

Are Grande Cosmetics cruelty-free?

Yes, we are cruelty free and registered with PETA

Has my order shipped?

If you have a GrandeCosmetics.com account, you can click the “my account” icon at the top right of your screen, login to your account and view your order history, status and shipment. If you do not have an account on GrandeCosmetics.com, you can enter your number via our order status link here and receive information regarding your order status and shipment.

I never received my order, what do I do?

First check to see if we have your order and check on your order status. If you have a GrandeCosmetics.com account, you can click the “my account” icon at the top right of your screen, login to your account and view your order history, status and shipment. If you do not have an account on GrandeCosmetics.com, you can enter your number via our order status link here and receive information regarding your order status and shipment.

If your order shows that your order has shipped and you have not received it, or if your order is not listed, contact our Customer Service Department for assistance at 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

How do I create an account?

Creating an account with Grande Cosmetics will allow you to view your order history, order status, shipping information, shipping addresses and more. To create an account click “my account” at the top right of the screen. From the dropdown click “MY ACCOUNT” This will bring you to our customer sign up/sign in page.

Should you need additional information or have concerns please contact our Customer Service Department at 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

How do I edit my account information?

Click the “MY ACCOUNT” icon located in the top right corner next to the site navigation and shopping cart. This will bring you to our customer sign up/sign in page. Enter your login information. From there you will be taken to your account where you can view your personal profile.

Should you need additional information or have concerns please contact our Customer Service Department at 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

Do you ship internationally?

We launched a new site in October 2019 and we are not offering International Shipping on GrandeCosmetics.com at this time. We expect to offer International shipping in early 2020. We appologize for any inconvenience.

 

How much does shipping cost?

For Grande Cosmetics.com retail orders:
Standard Ground Shipping: $3.95

Standard Ground Shipping on orders $100+: FREE
Expedited Shipping 1-2 business days: $29.95
*Note: We launched a new site in October 2019 and we are not offering International Shipping at this time. We expect to offer International shipping in early 2020.


For Grande Cosmetics wholesale orders:
Standard Shipping: $12.95
Expedited Shipping 1-2 Business Days: $49.95 Excludes: AZ, CA, CO, NV, NM, OR, UT, and WA.
International Shipping: Additional Duties and Fees may be applied at delivery: $24.95

How do I reset my password?

Click “my account” at the top right of the screen or from checkout. Once you are taken to the login page, click "Recover password". From there you will be prompted to supply your email address. You will receive a password reset email shortly thereafter. Follow prompts to reset your password.

 

Note: As of October 2, 2019 we have launched a new website. Accounts created prior to October 3, 2019 will be no longer accessible on our new site. You will need to create a new account. Should you need additional information or have concerns please contact our Customer Service Department at 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

What is your return & exchange policy?

Returns may be made up to 90 days from your delivery date for a full refund of your purchase amount. We are committed to offering our customers the finest products available. If you feel the products you receive from Grande Cosmetics does not meet this expectation, simply return the product and we would be happy to remit your account for the full amount of the purchase. Exchanges of un opened items are also accepted up to 90 days of delivery.

 

More information on our shipping & return policy can be found here

 

Note: Grande Cosmetic items purchased at other retailers must be returned to the point of purchase, the retailer you purchased from. Retailer return and exchange policies can differ from what we offer at GrandeCosmetics.com.

When will my order ship?

Orders are generally shipped within 1-2 business days,. Business days are Monday thru Friday, excluding holidays. Expedited orders placed prior to 2pm EST are processed and shipped the same day. Orders received after 2pm EST will be processed the following business day. Once an order is processed and shipped, you will receive a confirmation email with your shipping tracking information.

Should you need additional information or have concerns please contact our Customer Service Department at 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

What payments do you accept?

We accept all major credit cards (Visa, Master Card, American Express, and Discover). We also accept Paypal. Payment Options are available at checkout, please note that all pricing is in USD. Please note we do not ship to third party couriers or hotels.

Do you charge sales tax?

Sales tax is only required if you are located in the state of New York, Connecticut and New Jersey.

I made a return. How soon will I see the credit on my account?

Return credits usually take 7-10 business days from the time we receive your item(s) and process your return. The amount of time before you see the amount on your form of payment is at the discretion of your payment provider or credit card, but most payments are reflected within 1-2 billing cycles.

I forgot to use a coupon code at checkout. Can you apply to my order?

Please contact our customer service department and we will review your order and see if the discount or coupon code can be applied. In some circumstances, once an order is placed, discounts cannot be applied.

How do I apply a coupon code to my order? 

There is a coupon code field at checkout where you can enter a valid coupon code. Should you need additional information or have concerns please contact our Customer Service Department at 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.

I have another question, how do I contact you?

Should you need additional information or have concerns please contact our Customer Service Department at 877-835-3010 or customerservice@grandecosmetics.com  Our customer service team is available from 9AM – 5PM EST Monday thru Friday.