FAQ's



JUMP TO A QUESTION:

Q: WHEN IS THE BEST TIME TO REACH CUSTOMER SERVICE?

A: The best time to contact customer service is during LORAC Business Hours: M-F 8am-5pm PST (Excluding Federal Holidays).

Q: WHERE CAN I FIND LORAC COSMETICS?

A: You can purchase LORAC Cosmetics from this website, from our 1-800-845-0705 customer service line, ULTA, ULTA.com, select Kohl's stores, Kohls.com, Beauty.com, Dermstore.com, Beautybar.com, Nordstrom.com, select Nordstrom Rack stores, HSN, HSN.com, Zappos.com, Naimies, and select boutiques across the USA. To locate a retailer near you, CLICK HERE

Q: IS MY INFORMATION SECURE?

A: LORAC realizes that our customers trust us to protect their personal information. We take that task seriously. We maintain physical, electronic and procedural safeguards to protect your personal information. LORAC uses industry-standard Secure Sockets Layer ("SSL") authentication to guarantee the confidentiality of online transactions made on our site. SSL authentication and encryption of the information that you send to us over the Internet helps protect your online transaction information from third party interception.Beauty Center

Unfortunately, despite all of our efforts, there is always a risk that third parties may unlawfully intercept transmissions. This reality is true of all Internet use. As a result, we cannot ensure the security of any information you transmit, and you transmit all information at your own risk. For more information regarding LORAC's Privacy Policy, CLICK HERE.

Q: DOES LORAC TEST ON ANIMALS?

A: LORAC does not conduct, condone, nor endorse testing on animals.

Q: DO YOU OFFER SPECIAL RATES FOR MAKEUP ARTISTS?

A: If you are a makeup artist, please contact the boutique below for LORAC's 20-40% off Professional Makeup Artist Discount:

NAIMIE'S Beauty Center • naimies.com • 12640 Riverside Drive, Valley Village, CA 91607 • 818.655.9933

Q: WHY ARE YOUR DISCONTINUING MY FAVORITE PRODUCT?

LORAC is always striving to create new and better products for our customers to enjoy, which means some products become discontinued in order to create room for the new products. If something has become discontinued, we'd be happy to direct you to something similar, so please call our CONTACT US if you'd like any recommendations.

 


SHIPPING QUESTIONS & POLICIES


Q: Does LORAC accept international orders?

A: No. LORAC accepts US orders only: loraccosmetics.com online orders will be shipped to US addresses only. We apologize for the inconvenience. You must have both a shipping address and credit card billing address within the United States. In addition, the issuing bank must be based in the United States. There are some services you can find, when searching online, that will set-up US addresses for international shopping, and you are welcome to give that a try, however, the above stated requirements are necessary to shop on loraccosmetics.com

Q: DOES LORAC DELIVER TO A P.O. BOX?

A: No. LORAC will ship via UPS and due to their regulations, shipments will not be delivered to PO Boxes. Orders sent to a PO Box will need to be rerouted or cancelled.

Q: What is the processing time for a typical order?

A: Orders received between Monday - Friday are usually processed within 2 business days from order confirmation. Orders received on Saturday and Sunday are usually processed by Monday or by close of business day Tuesday.

Hazardous Materials: Certain items considered Hazardous Materials (HAZMAT) include aerosols and alcohol-based products (e.g., pressurized spray cans, hairspray, nail polish remover, nail polish etc.) and are required by the U.S. DOT to be shipped by Ground-only transport, due to air transport restrictions and regulations.

Q: What are the delivery times for a typical order?

A: Loraccosmetics.com offers UPS Ground, 2nd Day Air, and Next Day Air deliver Monday - Friday. UPS delivery time is dependent upon method chosen: 2-7 business days from UPS Ground; 2 business days for 2nd day air.

Q: What method of delivery does LORAC use?

A: UPS is LORAC’s preferred method of delivery. Below are shipping options provided by LORAC and their costs.

DELIVERY OPTION                         
TOTAL AMOUNT of TRANSACTION (Not Including Tax) DELIVERY   COST
PROCESSING TIME CARRIER DELIVERY TIME
 UPS GROUND
 No Minimum     
 FREE Within 2 business days from order confirmation 2-7 Business Days
 2nd DAY AIR
 Any Amount
 $17.95 Within 2 business days from order confirmation 2 Business Days
 NEXT DAY AIR
 Any Amount
 $29.95 Within 2 business days from order confirmation 1 Business Days
 HAWAII & ALASKA
(2nd DAY AIR ONLY)
 Any Amount
 $24.95 Within 2 business days from order confirmation 2 Business Days

Free Ground Shipping

Expedited shipping not included. For expedited shipping (2nd day/Next day), please see shipping grid. For orders over $100, adult signature will be required at time of delivery. Offer is not transferable, exchangeable, or redeemable for cash. We reserve the right to modify or cancel Free Ground Shipping at any time. Please see LORAC Terms and Conditions for additional information.

Mega PRO Palette: Please note that due to a high volume of orders shipping time has been delayed. Please be patient while we handle each and every one of your orders with love.


RETURN QUESTIONS & POLICIES


Q: Can I return a purchase from a retail store to loraccosmetics.com?

A: No, you must return the merchandise to the same retailer you purchased it from.

Q: Can I return a purchase from a loraccosmetics.com to a retail store?

A: No, you must return purchases made on loraccosmetics.com back to loraccosmetics.com. Please contact customer service for returns.

 


ORDER QUESTIONS & POLICIES


Q: How do I get an order confirmation?

A: When an order has been successfully placed, an order confirmation email will be automatically sent to your email inbox. If you do not receive this email, please CONTACT our customer service to confirm your order.

Q: How do I know when my order has been shipped?

A: When the warehouse has prepared and packed your order and it is ready to be shipped, you will be receiving a Shipment Confirmation e-mail in your inbox. The majority of our orders are shipped within 2 business days after order confirmation. You can expect to receive this e-mail within the 1 - 2 business day timeframe. The e-mail contains the details of your shipment as well as a tracking number and link to the selected carrier site. You can click on the tracking number located near the bottom of the e-mail to track your order.

Q: How do I check the status of my order?

A: You must be logged in to your account to have the ability to check your order status. If you do not have an account with LORAC on www.loraccosmetics.com, you will not be able to check your order status alone. You will have to contact Customer Care who can check on the status for you by looking up your order by using your name or order number. Please be sure to create an account and be logged in when placing an order to be able to see your order status. If you were logged into your account when placing your order and are still having trouble, Please contact Customer Care.

Q: Why is my credit card not going through?

A: These are the top reasons why a credit card does not go through:
1. You are using an International credit card. LORAC unfortunately does not accept International credit cards at this time. We only accept United States-issued credit cards.
2. You are trying to ship to an address outside of the United States. LORAC does not ship internationally at this time. We apologize for this inconvenience.
3. You have entered in the wrong address, wrong zip code, or an address that is not associated with the credit card you are trying to use. You may have misspelled your address or put your address information on the incorrect line. Please check your information to make sure it is 100% accurate.
4. You have entered in your credit card information incorrectly. Please double check the information.
5. If you have tried to enter in your information more than 3 times, our website may not let you place an order as it may flag your attempts as potential fraudulent activity. Please contact Customer Care to complete your order if you think this may be the case.

Q; Where and how can I purchase the Mega PRO Palette?

A; The Mega PRO Palette was a limited edition item and is sold out, with no plans to restock.

 


CYBER MONDAY


What are the hours of LORAC’s Cyber Monday Sale?

The Cyber Monday Sale will begin at 8am PST on December 1, 2014 and will end 24 hours later at 8am PST December 2, 2014.

 

How do I order a PRO Palette or a PRO Palette 2 during the Cyber Monday Sale to get 25% off? Do I need a promo code?

All you have to do is add the PRO Palette and/or the PRO Palette 2 to your cart. The discount will be automatically applied, no promo code needed!

 

How many PRO Palettes and PRO Palette 2’s can I order during the Cyber Monday Sale?

Each order cannot contain more than 3 of each palette per order (6 palettes total, max). We love our customers and want everyone to be able to enjoy the discount while also being able to purchase a couple for gifts at this amazing price!

 

How do I get the free Red Eyelash Curler offered during the Cyber Monday Sale?

All you have to do is place an order! All orders get one Red Eyelash Curler per order, for free! The Red Eyelash Curler will automatically be added to your cart once you’ve added a product.

 

What if I missed the Cyber Monday Sale because I was unable to place an order?

The Cyber Monday Sale is a 24 hour sale. If you miss the sale for any reason, LORAC will not be able to offer the sale price before or after the 24 hour period.

 

I placed an order during the Cyber Monday Sale but did not get a Red Eye Lash Curler with my order. Why not?

If you did not get a Red Eye Lash Curler with your purchase during the Cyber Monday Sale, it is because LORAC had limited quantities of this item and the quantity was ordered and depleted by the time you placed your order. We are sorry for this inconvenience.

 

I placed an order for a PRO Palette or a PRO Palette 2 right before or after the Cyber Monday Sale – can I get the discount now?

Unfortunately we cannot offer the sale price before or after the Cyber Monday Sale. Sign up for LORAC’s VIP email subscription and/or follow LORAC on our social media channels for regular updates on Sales, Specials, Promotions, and Giveaways.

 

How long will it take for my Cyber Monday order to be processed?

Normally it only takes 2 business days for an order to be processed. While we do not expect a delay for orders placed on Cyber Monday, we have planned on 5 business days for processing. While we never plan on delays, we like to be prepared and to make sure our customers are aware of any processing delays so you know what to expect.

How long will it take for my Cyber Monday order to ship?

If you selected our Free Ground Shipping option, it depends! LORAC is located in the Los Angeles, CA area so the closer you live the faster it will arrive. Shipping with UPS Ground can take anywhere from 2-7 business days. Those located in California usually receive their package a day or two after the order ships. Those farther away on the East Coast typically receive their orders 5-7 days later. If you selected 2-day or Overnight shipping, your order should arrive within 1 or 2 days after you receive your Shipping Confirmation Email. Please note that placing an order on a Monday and selecting 2-day or Overnight shipping does not mean that your order will arrive in one or two days from the day you placed your order. The shipping time begins once your order has been processed which could be 2-5 business days.

 
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