Info + FAQ’s
Our mission is to ENCOURAGE, CREATE, EDUCATE & CURATE a modern mindset of self-care achievable by all.
Covid-19 Inquiries
Can I expect usual shipping times?
While we continue to navigate these uncertain times we are committed to delivering an extraordinary shopping experience, all while keeping the health and safety of our teams as our top priority.
We are taking all necessary steps to ensure your orders are packed and shipped with care and safety in mind. However, our shipping partners continue to experience regional delays due to increased volume and unexpected shipping delays. We encourage you to place time sensitive orders and gift orders as early as possible or consider selecting express service level at checkout.
What are you doing to keep team members safe?
Our fulfillment partner continues to make the health and safety of their workforce a top priority by implementing rigorous safety standards in line with all state, county and CDC guidelines. These safety protocols include strict social distancing, mandated PPE use including masks, face shields and gloves; frequent handwashing; increased cleaning schedules; and encouraging team members to stay home when feeling ill.
Are your fulfillment centers still open?
Our fulfillment center and storefront are both operating as normal as possible under the new COVID-19 health and safety measures. We appreciate your continued patience and understanding as some of our processing times may be delayed to ensure the continued safety our of team.
customer care
How do I contact Customer Care?
You may reach us by phone (417) 372-8929 Monday through Friday 11 AM to 7 PM (CST) or via email at info@emeraldroombeauty.com.
orders
Do I need an account to place an order?
We recommend creating an account to track order history. It is quick and easy to create an account when checking out.
Can I cancel or change my order?
Depending on the status of your order, it may be possible to cancel and or update the shipping address. Kindly note that we are unable to combine orders or add or remove an item(s) from an existing order. If you do need to make any changes to your order, please contact Customer Care immediately and we will do our best to assist you.
What happens if my order arrives and my items are damaged or faulty?
If an item is damaged or faulty when delivered to you, please notify Customer Care via phone or email as soon as possible to request an exchange or refund. Damaged or faulty items are eligible for exchange or refund up to 15 calendar days from your order ship date. If the item is still in your possession beyond 30 calendar days from your order ship date, your exchange or refund may be declined at the sole discretion of The Emerald Room.
Delivery
how much do you charge for shipping?
We are pleased to offer two service levels with our preferred shipping partners.
* Standard ground shipping with anticipated transit time between five and eight business days for a flat rate of $14.95 USD for orders less than $100 USD before taxes and shipping, and complimentary for all orders of $100 or more before shipping and taxes.
* Express shipping with anticipated transit time of two to three business days for a flat rate of $35 USD.
do you offer international shipping?
We currently do not offer international shipping.
When will i receive my order?
* Orders placed Monday through Friday before 1 pm (CST) with express service will be processed and shipped within 24 hours with anticipated delivery in two to three business days depending upon destination.
* Orders placed Monday through Friday with standard service will be shipped within 48 hours of placing the order with an anticipated delivery in five to eight business days depending upon destination.
How can I track my order?
Once your order is in transit, you will receive a shipment confirmation email with the tracking details. Our Customer Care team is also available to answer any questions about your delivery.
What if my package is lost or stolen after delivery?
In the event your package is lost in transit, please contact Customer Care as soon as possible and we will do our best to resolve the issue and locate your delivery, or arrange for a replacement or refund. In the event your package is stolen after the carrier confirms delivery, neither The Emerald Room nor the carrier will be liable to offer a replacement or a refund for the value of the order.
Do you deliver on Saturday and Sunday?
We do not offer Saturday and Sunday delivery.
Returns & exchanges
What is your Return Policy?
We love the products we offer but if something just isn’t for you, we are pleased to accept returns on eligible items for a flat return shipping fee of $14.95 USD. Eligible items are those items not marked as final sale and must be received unused, unopened and undamaged within 21 calendar days of your order ship date for a full refund to the original payment method. Returns that do not meet our policy will be sent back to you without a refund. Kindly note that shipping charges are non-refundable and a restocking fee may be applied to some items.
Do you charge for return shipping?
We charge a flat fee of $14.95 for return shipping which will be withheld from your final refund.
Do you offer exchanges?
We currently do not offer exchanges.
How do I start a return?
Visit https://returns.emeraldroombeauty.com and enter the email address associated with the order you wish to return and click “Start a Return”. You will then receive an email from which you can access the thirteen lune Returns Center. Once you access the Return Center, please choose which items you wish to return and select the reason for the return.
+ Once your return is authorized, you’ll receive step-by-step instructions and pre-paid shipping label via email. Securely pack the item(s) in its original packaging. Drop off your package at your local USPS as soon as possible to ensure your item(s) arrive at our warehouse no later than 21 calendar days from your original order ship date.
+ Returned item(s) are inspected closely before returning to our inventory for quality control purposes. During this time, your return is considered in progress. Returns that do not meet our Policy will be returned to you without a refund.
How long does it take to process my refund?
Once your item(s) have been received and accepted, your refund will be issued. Our team typically processes returns within three business days of the delivery date, however due to COVID-19 health and safety regulations, return processing may be delayed. We appreciate your continued patience while we work to keep our team safe. Once processed, refunds may take up to ten business days to reflect on your account due to the various processing times between payment providers.
