Shipping & Returns Policies
You can trust that your order will be quickly processed and safely delivered.
Due to the large volume of orders during special sales events and/or launches, please allow up to 10 business days for processing and updated tracking.
What shipping methods does OFRA Cosmetics offer?
U.S. $5.00 First Class Shipping Canada $11.00 International $15.00
Forgot your discount code at checkout? Email us.
We are more than happy to adjust the amount of your purchase. Please send us an email with your order number and discount code within 48 hours of placing your order.
Can I change my order once it's been placed?
Once an order has been placed, we are unable to make any changes to your order.
Can I ship to a freight forwarding company?
You can ship to a freight forwarding company as long as OFRA can ship to the address provided. Please note that in this situation OFRA Cosmetics is not responsible for any missing/lost or damaged packages.
By purchasing from our online store you agree to our return policy in full, as listed below.
You can return your items for a prompt refund or exchange within 45 days of your delivery date. Sale, limited edition, or special items are final sale. Please mail your package in a prepaid, insured, and trackable method to the address below, ATTENTION: “Customer Service." Include a note in your return package with your full name, order number, and whether you are looking to return or exchange the item. The original shipping and handling charges are not refundable.
Am I eligible for a full refund if I am dissatisfied with my products?
Yes. You can receive a refund or exchange within 45 days of the order date, excluding the original shipping charges. If your order included a Gift With Purchase (GWP) and you would like to return your order or any portion of the order that qualified you for the GWP, we ask that you return the GWP as well. If we do not receive the GWP with your return, we will deduct the cost of the GWP from your refund.
Are Shipping and Handling fees refundable?
No, we do not refund shipping and handling fees.
If I want to return or exchange my product(s), where do I mail it to?
ATTN: Customer Service
2141 Blount Rd
Pompano Beach FL, 33069
PLEASE leave us a note in your package with the full name you placed the order under, the order number, and which product(s) you would like to return or exchange.
Wrong shade? Not to your liking? Don't worry we will gladly issue a refund/exchange within 45 days of delivery date. Please return your items in the same condition that you received them, including their original packaging. To complete your return, we require a receipt or proof of purchase.
Final Sale Items (No Returns or Exchanges)
- Mystery Bags and Mystery Boxes
- All BFCM deals from 11/22/20- 12/01/20
- All merchandise items
- Any order placed using a voucher purchased from GILT City, Rue La La, or any related entities
- Hand Sanitiziers
- Gift Cards
Non-Refundable Items Eligible for Store Credit
- Singles Day Lipstick sale (11/11/20)
- Build Your Own Bundle (all items must be returned together)
- OFRA x Project Influencer
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your order included a Gift With Purchase (GWP) and you would like to return your order or any portion of the order that qualified you for the GWP, we ask that you return the GWP as well. If we do not receive the GWP with your return, we will deduct the cost of the GWP from your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. It may take a few days for the refund to be reflected in your account.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, please allow several days for processing and posting to your account. In the event the refund has not posted, contact your credit card company or bank for more information. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale Items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items are final sale and cannot be refunded.
If your item arrives damaged, please email email@example.com with photos of the damaged item. We will send a replacement for the damaged item you received at no extra cost.
If your order appears to be lost, we advise you to contact us within the first 45 days of placing your order. We will look into sending a replacement for your order after your package has shipped. We may require your replacement package to be sent with signature verification to ensure the package reaches you safely.
For domestic orders, we must wait 7 business days for the USPS standard delivery window to expire before we can deem your package as lost.
For international packages, we must wait 10 - 12 weeks for the tracking to expire before we can deem your package as lost. We can only issue a replacement after this time has passed, and we advise you to contact us in a timely manner.
Exchanged (if applicable)
You may exchange an item of the same value, for a different shade. We only allow even exchanges. Exchanges for products not of the same value will not be allowed.
ATTN: Customer Service
2141 Blount Rd
Pompano Beach FL, 33069
Also, please be sure to put a note in the box with the full name you placed your order under, order number, and the shade you wish to exchange your item for.Please note our customer service department only allows ONE exchange for a given order. Multiple exchanges for the same order will not be accepted.
Shipping costs are non-refundable. You will be responsible for paying for your own shipping costs for returning your item. If your refund is approved, you will be refunded the subtotal amount of your original order.
Customs fees may apply for international packages.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Freight Forwarding and Hotel Addresses
OFRA Cosmetics cannot be held responsible for any damaged or lost products transferred by freight forwarding companies or hotels. We will not replace broken or missing items, nor resend lost packages. We advise you to inquire about your lost package with your freight forwarding company or hotel.
INTERNATIONAL SHIPPING INFORMATION
What is the shipping time for international orders?
Due to COVID-19, International orders can take anywhere from 10-12 weeks. All customers will receive tracking info via email when the package has shipped.
Which international locations does OFRA Cosmetics ship to?
Please visit our International Distributor page to check if OFRA is locally distributed in your area.
Who is responsible for International Fees?
The consumer is responsible for custom fees. Custom fees are based on the price of package content.
Why haven’t I received any shipment information for my order?
Sometimes orders are flagged as fraudulent. In this case, please check your email and/or spam folder for an email from OFRA for further instruction. If after 3-5 business days of placing your order you have not received any communication from us, please email firstname.lastname@example.org with your order number so we can help.
Why am I being sent an email requesting personal documents?
Oh No! Your order has been flagged for fraud. This is the best way for us to verify you in fact made this purchase.
I do not feel comfortable sending this sensitive information. What can I do?
Our verification process only requires that we confirm that the name on your I.D. and credit card match, and that the last four digits of the credit card matches the one used for purchase. Please feel free to obscure all other sensitive information from your photo.
Is there another way to verify my purchase if I do not wish to send the requested documents?
You may send us a photo of your I.D. and a bank statement that shows your authorized purchase. Please make sure that we are able to see your name on the bank statement and the purchase made with OFRA Cosmetics.
What if the order was purchased by someone else, but the order is under my name?
That is not a problem. We will still need to view the information from the card holder to verify the purchase and know that they authorized you to use it.
What if I do not want to send this information at all?
If you still do not feel comfortable providing this information to us we would be happy to issue you a full refund. Please keep in mind all information sent to us is completely confidential and this verification process is made to protect you against fraud.