Frequently Asked Questions
How do I know that an item has been discontinued?
If an item has been discontinued we will remove it from the site.
How quickly do you ship my order?
We try to ship any item that is shown as currently in stock within 24 hours of payment received, excluding weekends and holidays. If you wish to have your orders combined we will do so up to 10 days from the date of order and ship them all together to save on shipping costs. You MUST notate on each order that you wish to have them held and combined or they will be shipping as normal. We cannot accept emails to customer support to have your orders combined.
How do I know if my order has been successfully placed?
If your order was placed successfully, you will receive an order confirmation email within 10 minutes. If your order was not processed successfully, you will receive an email indicating the reason it did not go through. If you have not received a confirmation email after 72 hours, please contact us.
Do you take pre-orders on items or do you hold items for customer?
No, we do not take any pre-orders or hold items for customers on most lines. As we do have control of the production of Colors by llarowe, we accept pre-orders on this line on occasion. Please check the Arrivals, Launches and Restock Page for more information on upcoming pre-order dates.
Do you accept returns?
Yes, we do accept returns on any unopened, unused items within 10 days of the receipt of your item. Please email us at email@example.com to receive a return authorization number. Any items sent back without a return authorization number will be restocked and a 10% restocking fee will be charged to your account. You will be responsible for return shipping costs unless the item has arrived to you damaged or in error on our part.
Warrantees and guarantees.
We guarantee all of our products when used and stored correctly for a period of one year. Polishes should be stored in a dark, cool area. Do not thin polishes with acetone.
How will I know when you are going to restock an item?
We give frequent updates on our Facebook page of inventory arrival and expected shipment arrivals. We also have an Arrivals, Launches and Restock Page on our Home Page at the top that gives estimated arrival and launch dates. You can also request to be notified of individual item restocks on that item’s page.
How quickly can I expect an answer to my email?
Emails will generally be answered in 48-72 business hours. If we are experiencing a high volume of orders it may take a bit longer. If you have not received an answer in 72 business hours please resubmit your email. We try our hardest to monitor all customer concerns posted on our Facebook page, but please be advised due to the high volume of activity on our page that we do not guarantee an answer if an email is not submitted to firstname.lastname@example.org. Our business hours are Monday-Friday 8:00am MDT to 4:00pm MDT.
I'm a blogger and I'm interested in providing you with swatches/reviewing items for your company/being featured on your page. How do I contact you about this?
Please fill out our blogger form here: http://llarowe.us3.list-manage.com/subscribe?u=bfa83cb56c3e4e4c145cbbc49&id=df53726cf4.
You always have the greatest swatches on the site! Can I borrow them?
We have secured prior consent for all pictures on the site taken from other sources, or we have provided our own pictures where noted. Please contact the original source if you want to use their picture, or contact us if you aren't sure how to proceed. No pictures may be taken from the site without express permission from the owner of the picture.
I placed two separate orders with you today. Can you combine them into one order and refund me the difference in shipping?
Yes, please see our shipping page for more details.
I would like to change my shipping option on my order. Can you do that for me?
You will have the option to change shipping up until the order has been printed and given to shipping.
I would like to change my shipping address. Is this possible?
You should put the correct shipping address on all orders. You can edit this information yourself by logging into "My Account" and editing "Address Book." You can email email@example.com to request an address change if the order has not been printed for shipping already, however, due to the volume of orders we receive, llarowe does not guarantee any shipping changes will be made to your order.
We use tracking confirmation on all United States and Canadian orders. If your order tracking shows that the package was received we have met our responsibility for your shipment. No refunds or reshipping will be done for orders that show received at your location per tracking information. You may purchase signature confirmation for an additional charge by contacting customer support via the Contact Form on the website prior to your package being shipped.
I would like to cancel my order. How do I do that?
We accept order cancellations within 24 hours of receiving payment. Please email us at firstname.lastname@example.org to cancel your order.
Do you offer incentives for first time or frequent shoppers?
At this time, we do not offer incentives for first time buyers. However, we do have a rewards program for frequent shoppers. Please look under the Rewards Points tab for more details.