FAQ – EVE LOM

CUSTOMER CONTACT CENTER

IS THE CUSTOMER CONTACT CENTER OPEN DURING THE HOLIDAYS?

Our contact center will be closed for Thanksgiving (11/24), Christmas Eve (12/24), and Christmas Day (12/25-12/26), as well as New Year's Eve (12/31) and New Year's Day (1/1-1/2). Please expect delays in response time.

ORDERS & PAYMENT

COVID-19 | CAN I PLACE AN ORDER? WILL THE PACKAGE BE DELIVERED?

Yes. However, please keep in mind that we have made adjustments in our supply chain operations due to the COVID-19 pandemic and our efforts to ensure the safety of our teams. This has resulted in some delivery and processing delays beyond our normal timeframes. We may also have more items out of stock or with low inventory.

I'M ORDERING FROM OUTSIDE OF THE UNITED STATES. HOW DO I CHECKOUT?

To ship outside of the U.S., Mexico or Canada, please visit our UK & Worldwide site at www.EVELOM.co.uk

HOW DO I CANCEL OR CHANGE MY ORDER AFTER IT IS PLACED?

Once your order is placed, it immediately begins processing and normally cannot be cancelled or changed. If you wish to request a change or cancellation, please contact our customer service department by email at customerservices@evelom.com.

IS THERE A LIMIT TO THE AMOUNT OF ITEMS I CAN ORDER?

12 items (6 max per item, and not including samples and gifts) is the maximum amount of items you can order at once.

WHY WAS MY ORDER MODIFIED?

EVE LOM reserves the right to modify or cancel any orders.

THE ITEM(S) ARRIVED DAMAGED/DEFECTIVE. WHAT SHOULD I DO?

When your EVELOM.com order arrives, please inspect the package for any damage or defects. It is normal for the shipping package to show some wear, however, if you think a product in your shipment is damaged or defective, please contact us immediately at customerservices@evelom.com. Please provide your order number along with your email address and images of the damaged/defective item for the fastest service.

To ensure prompt resolution, please keep the original shipping package and the damaged or defective product for inspection. After examining the product, if we confirm that it is damaged or defective, we will provide you with instructions for returning the damaged or defective product to us. Refunds and exchanges are subject to company approval.

WHAT FORMS OF PAYMENT CAN I USE?

We accept PayPal, Shop Pay, Afterpay, Google Pay and the following credit cards: Visa, MasterCard, American Express, and Discover. We also accept debit cards with a Visa or MasterCard logo.

We also accept international credit cards with billing addresses in the U.S.

WHEN WILL I BE CHARGED?

Payment is authorized and charged as soon as your order is placed and processed.

SHIPPING & ORDER TRACKING

DO YOU SHIP INTERNATIONALLY?

We now offer worldwide shipping! To ship outside of the U.S., Mexico or Canada, please visit our UK & Worldwide site at www.EVELOM.co.uk.

WHEN WILL MY ORDER SHIP?

Pending order verification, all orders placed with standard shipping will ship within 2-3 business days from the day your order is placed. Domestic orders placed with expedited shipping will ship within 1 business day. You will receive a shipping confirmation email with a tracking number once your order has shipped.

HOW CAN I TRACK MY ORDER?

Upon checkout, an email will be sent to you to confirm your order. Once your order has shipped, you will receive an additional email with a tracking number.

To track the status of your shipment, click on the tracking number directly from your email or by logging into your account and selecting “Order History”. From there, you can also see if your order is awaiting fulfillment or has shipped.

WHEN CAN I EXPECT MY ORDER TO ARRIVE?

Domestic orders deliver within 7-9 business days (not including the weekends). Should you wish to receive expedited shipping, please select 2-day shipping upon checkout, which is available at an extra cost.

Please note that some orders are taking longer than expected to be delivered as a result of COVID-19. Please continue to check your order tracking & feel free to contact our customer service with any questions regarding your order status.

MY ORDER NEVER ARRIVED. WHAT'S NEXT?

If you do not receive your order by the estimated time of delivery, please contact our Customer Service Department at customerservices@evelom.com.

WILL THERE BE SHIPPING DELAYS DURING THE HOLIDAYS?

Please note that this year our warehouse will be closed on 11/24, 12/26, and 1/1 as well as all major holidays. Please expect a delay in customer service responses and with shipping on any orders made during that time. It may take an additional 2-3 business days to receive your order in the months of November and December.

SAMPLES

HOW CAN I GET PRODUCT SAMPLES?

Samples are available at checkout on EVELOM.com. Three samples can be selected with each order. However, we currently do not mail out samples by request.

ARE PRODUCTS AND SERVICES FOR PERSONAL USE?

The products and services available on the site, and any samples thereof we may provide to you, are for personal use only. You may not sell or resell any of the products or services, or samples thereof, you purchase or otherwise receive from us. We reserve the right, with or without notice, to cancel or reduce the quantity of any order to be filled or products or services to be provided to you that we believe, in our sole discretion, may result in the violation of our Terms and Conditions.

PROMOTIONAL CODES

HOW DO PROMOTIONAL CODES WORK?

Promo codes can be entered in upon checkout and are available for online orders only. Please note that our website only supports the ability to use one promotional code. At this time offers cannot be combined with any other offers.

GIFT CARDS

WHAT ARE THE TERMS AND CONDITIONS FOR DIGITAL GIFT CARDS?

EVE LOM digital gift cards are only valid for purchases made on evelom.com. If the amount of your digital gift card does NOT cover the total order amount, you will need to pay the remainder of the purchase with a valid credit card. If the amount of your digital gift card is MORE than the total order amount, the balance will remain on your card until another purchase is made. Digital gift cards are non-transferable, non-refundable and are not redeemable for cash. We cannot replace lost or stolen digital gift cards.

GIFTS

MY ORDER IS A GIFT. HOW DO I GET IT GIFT WRAPPED?

Unfortunately, we currently do not offer gift wrapping. If or when we do, we will be sure to let you know!

RETURNS, EXCHANGES & REFUNDS

WHAT IS YOUR RETURN/EXCHANGE POLICY?

To return/exchange an EVELOM.com purchase within 30 days of purchase, please contact our customer service department at customerservices@evelom.com. Returns are only accepted for products that are in new, unopened condition. Upon customer service approval, we will provide you with shipping instructions for your return or exchange package. Refunds and exchanges are subject to company approval.

Unfortunately, we cannot accept returns for products that have not been purchased at EVELOM.com or EVELOM.co.uk.

WHY WAS MY RETURN DENIED?

Please note that we reserve the right to refuse or limit refunds if we determine that our refund policy is being abused.

WHEN WILL I RECEIVE MY REFUND ON A RETURN?

From the day we receive your returned package, please allow up to 14-17 business days for us to process your return. You will receive your refund in the original form of payment.
If after 14-17 business days you have not received your refund, please contact us at customerservices@evelom.com.

HOW DO I GET MY REFUND REDIRECTED TO A DIFFERENT ACCOUNT?

Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.