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Client Services

Frequently Asked Questions

Do you test on animals?

We do not believe in testing on animals. We are certified cruelty-free by the Leaping Bunny, you can view our profile here.

Do your products contain any harmful ingredients?

We strive to make safe skincare products for everyone. Our products follow the EU and Prop 65 standards that ban over 1300 harmful ingredients. In addition, we have made the conscious decision to add the following ingredients to created what we call The Blocked List:

  • BHA (Butylated Hydroxyanisole)
  • BHT (Butylated Hydroxytoluene)
  • Cyclic Silicones
  • EDTA
  • Ethanolamines
  • Ethoxylated Ingredients (i.e. PEGs, PPGs, 1.4 Dioxane, Polysorbates)
  • Formaldehyde
  • Hydroquinone
  • Irritating Alcohols - Alcohol Denat, Ethanol, Isopropyl Alcohol, Methanol
  • Methylchloroisothiazolinone and Methylisothiazolinone
  • Mineral Oil
  • Perfluorinated compound (PFASs or PFCs)
  • Parabens
  • Paraffins
  • Petroleum-based Ingredients
  • Phthalates
  • Sulfates (SLS & SLES)
  • Synthetic Fragrance
  • Talc

Orders

What forms of payment do you accept?

The forms of payment we accept are Visa, MasterCard, American Express, Discover, PayPal, and Klarna.

What is Klarna?

Klarna is a service that allows our customers to split their purchases into 4 interest-free payments. For more information on Klarna, please click here.

I didn't receive an order confirmation, what do I do?

If you have not received an order confirmation within 1 business day, please contact our Client Relations Squad at care@wilmae.com.

Shipping + Handling

Where do you ship?

We ship domestically within the United States as well as internationally to select countries. Please refer to the chart below for all the countries we ship to:



North America

  • United States
  • Canada
  • Mexico




Europe

  • United Kingdom
  • Ireland
  • France
  • Italy
  • Spain
  • Germany




Oceania

  • Australia
  • New Zealand

How much does shipping cost?

Shipping prices are dependent on your shipping selection at checkout. Please refer to the chart below for shipping rates:




Contiguous 48 U.S. States & District of Columbia

  • Standard: $5.45 (Free for orders over $50.00)
  • Ground: $9.45 (Free for orders over $50.00)
  • Two-Day: $19.45



Alaska, Hawaii, and United States Territories

  • Standard: $5.45 (Free for orders over $50.00)



International Destinations

  • Standard: $5.45 (Free for orders over $50.00)

How will I know when my order has shipped?

A shipping confirmation is emailed as soon as your purchase has been shipped, this email will contain your tracking number.

How long will it take to receive my order?

We typically take 1-2 business days to process orders. Due to COVID-19 safety measures, it may take 3-4 business days to fulfill orders when we receive a high volume of orders.

Shipping time is dependent on the type of shipping selected at checkout. The timeframes for shipping are as follows:




United States

  • Standard Shipping: 5-7 Business Days
  • Ground Shipping: 3-5 Business Days
  • Two-Day Shipping: 1-2 Business Days



International Destinations

  • Standard Shipping: 4-10 Business Days



*Important Note: Shipping timeframes do not include the time it takes for our warehouse to process your order

Returns + Exchanges

What is your return policy?

Wilmae Beauty accepts returns on unused and unopened merchandise up to 45 days after the day of purchase. Please refer to the table below for more details:


Refund Method Return Period

Original Method of Payment

Exchange

30 Days

45 Days

How can I return my items?

Please see the below instructions for returning an item:

  1. Customers who wish to make a return should visit our Returns Center to submit a returns request
  2. Once your return is approved, you will either receive a prepaid return label (US orders only) or you will receive an address where you can mail your return (International order only)
  3. Securely pack all of the merchandise you would like to return in a box, ensure to include a copy of your invoice.
  4. Affix the prepaid label and drop off your package at any USPS shipping facility (US Returns) or at the carrier facility of your choice (International Returns). Make note of the tracking number for your own records.
  5. Once we have received and processed your return, an email notification will be generated.

How long will it take to receive my refund?

Once we have received and processed your return, please allow up to 5-7 business days for the refund to appear in your account depending on your financial institution.

It's been over 7 business days and I never received my refund, what do I do?

After 5-7 business days, if you have yet to receive your refund, please follow the below steps:

  1. Check your bank account statement again.
  2. Contact your bank or credit card company. There is often some processing time before a refund is reflected on your account.
  3. If you’ve done all of this and you still have not received your refund yet, please contact us at returns@wilmae.com.

Do you offer exchanges?

Unfortunately, we do not offer exchanges at this time.

Do you offer price adjustments?

Wilmae Beauty is more than happy to honor a one-time price adjustment on items purchased at full-price within 7 days of purchase. The item must be in stock at the time of the price adjustment. We are unable to honor a price adjustment on items purchased on a special discounted promotion or on final sale.