FAQ

ORDERING & PAYMENT

What methods of payment are accepted?
We accept Visa, MasterCard, Amex, Discover, and PayPal  on mobile. We do not accept, personal checks, money orders, or direct bank transfers. 

How safe is my personal information if I order online?
Shopping on our online store is safe and secure. You can read our privacy policy to get the full details on how we protect your privacy and personal information. 

When will my credit card be charged?
Most accounts are charged within 24 hours of receiving your order confirmation. Depending on your bank, once a credit card authorization is received the funds may be reserved up to 30 days (take a look at your bank’s fine print to see what their policy is). If you’re paying with a debit card, you might want to first confirm with your bank if there are limitations on daily withdrawal amounts on your card.

Can I order by phone?
We are so sorry, but we’re not taking orders over the phone right now. You can order directly from our online website and on your smartphone, if you’d like. If you have any trouble placing your order online, just chat with us or send us an email at support@complimentsaglow.com .

How do I apply a promotion code?
We love a promo code! They are a super way to get discounts, and can sometimes be applied to sale items or already reduced merchandise, too. However, we do have a few rules: 1) Only one promo code can be used per order; 2) Your promo code must be valid to get the discounted price; and 3) you need to make sure all your items are in your shopping cart and you are ready to check out in order to use a promo code. Once you’re ready to go, on the order summary page, you will see the “Enter discount code” section. If your discount is not automatically deducted, please reach out to customer service at support@complimentsaglow.com .

How do I use a gift card?
Gift cards are just like cash—and who doesn’t love a little cash? In the payment section, simply select the “Gift Card” option and then enter your gift card number. If your payment is not accepted and your gift card is valid, support@complimentsaglow.com can help you figure it all out.

How do I change or cancel my order?
Unfortunately we do not provide cancellations. 

What if I put the wrong shipping address on my order?
We are unable to make changes to the shipping address once your order has been placed. Once the package has shipped, you can update your address in the app. We are not responsible for any additional charges that occur.

Can I add an item to an order I just made?
We’ve all been there—you forgot to add something you really like to your order. However, we can’t add or delete items from an order once a confirmation has been sent so, if that’s the case, you’ll need to place a new order for those additional items and return the other order. 

Why do I get an error message when I’m trying to place my order?
Most error messages are related to a billing address discrepancy—we’re only human, right? You may have entered a billing address different from the one your banking institution has for your credit card (the billing address should match exactly what your bank has on file). Just make sure to carefully review all information and look out for any typos. If you’re still receiving an error message after reviewing your credit card info, and billing and shipping addresses, take a moment to make sure you’re using the latest version of your Web browser. This generally resolves the issue.

What should I do if my order won’t go through?
If your order isn’t going through, you’ll see an error message. Oftentimes, the message will show a discrepancy with the billing address for your credit card, so take a moment to check that your billing information is totally accurate. If that doesn’t resolve the problem, try using a different Web browser or device, or contact your bank directly to notify them of your pending transaction. (If you make multiple attempts to complete your purchase, your banking institution could block the transaction as it may trigger a fraud alert.)

My credit card was charged twice. What do I do?
If you’ve just placed your order, there’s nothing to worry about: What you’re seeing on your bank account is a “pre-authorization” (translation: a common bank practice when handling credit card transactions to ensure sufficient funds and account authenticity). Depending on your bank, this authorization usually clears within 48 to 72 hours.

However, if your order was never processed and/or no confirmation was issued, this pending hold will generally drop off in 3 to 5 business days. Our pro tip: Click the “Place Order” button only once to avoid multiple authorizations (you will only be charged one time for your order even if you have multiple authorizations). 

SHIPPING

When will my order ship?
We do our best to get things organized and out the door quickly. Orders are packed and shipped Monday through Friday only. An order placed by noon EST & 3pm PST is usually processed the same day - 48 hours, though our policy is officially 72 hours from receipt of order.

Orders placed on the weekend and holidays are processed on the next business day. Orders placed after 1 p.m. may be sent the following day.

If we’re unable to process your order due to inaccurate or incomplete payment or address info, your order processing will be suspended for a maximum of 5 business days or until we hear back from you (whichever comes first). If we’re not able to make contact with you or confirm those missing details, your order will be cancelled and a full refund will be issued if your account was charged.

My order status says “Unfulfilled.” What does that mean?
“Unfulfilled” just means your order has been received and is being processed. Once your order is packed up and ready to go, the status will be changed to “Fulfilled.” Of course, we’ll give you a heads up about your order’s status change via email, along with your tracking number or the calendar to schedule your local pick up.

How will I know when my order has been shipped?
You’ll receive an email notification with your tracking number as soon as your order has been packed up and sent out. Packages are only picked up once a day, at 5 p.m. EST. For local pick up notifications, a calendar link is included so you can schedule your pick up time.

How do I track my order?
You can start to track your package the day after you place your order. Just copy and paste the tracking number provided in your shipping email confirmation into the USPS  website under “Search or Track Packages” for the up-to-the-minute details on your delivery.

What if USPS can’t locate my tracking number?
No need to worry: Your tracking number won’t be recognized until approximately 24-48 hours after your order has shipped (this is the time needed for the USPS online tracking system to update). After that, you’ll be able to track your package and follow it straight to your front door!

What happens if I refuse delivery of the package, or if the order is undeliverable?
Here’s the scoop: If you refuse delivery or if USPS isn’t able to deliver your order, your package will be returned to us. (Please note: Failure to contact us with changes to your delivery prior to the order being sent back will result in your item being processed as a return credit transaction.) Then, a credit less the $5.35 handling fee will be issued as a credit to your account.

I think my package has been lost or stolen. What should I do?
If USPS shows they delivered your package but you did not receive it, it could mean that your package has been stolen. Likewise, if the USPS tracker can’t locate your package and it’s been more than 48 hours since it was shipped, your package may have been lost. Please open a claim at USPS.

 

RETURNS, EXCHANGES & REFUNDS

How do I return an item?
For sanitary reasons, we do not offer refunds or returns of accessory items. No exceptions.

I was sent the wrong or damaged item. How can I return it?
We are so sorry if you’ve received a defective or incorrect item, and we’ll do our best to quickly fix the problem. Just send an email to support@complimentsaglow.com for instructions—and thanks for your understanding.

 

CONTACT US

We’re so happy you stopped by to visit JessicaSimpson.com. If there’s anything we can do to help you with your order, send us an email at hello@complimentsaglow.com .

Or fill out the form here and we promise we’ll get back to you within 48-72 hours.

We reserve the right to refuse service to anyone.