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City Beauty®

Frequently Asked Questions


Orders

To place an order, simply visit our website to browse and select the products you’d like to purchase. Alternatively, you can order over the phone by calling our Customer Service team at 1-800-347-1558.

City Beauty® products are sold on our website, citybeauty.com, our official Amazon store, and at select beauty supply retailers. We may occasionally run promotional offers on our social media channels. Authentic City Beauty® products are NOT sold on eBay, in salons, or by any third party not mentioned above. For your safety, please do not purchase City Beauty® labeled products from unauthorized resellers as the formulas and ingredients may not be genuine.

Whether you order online or over the phone, you should receive a confirmation email with your order number and description of products purchased.

If you haven’t received an order confirmation, please check your spam and junk email folders first. If you still can’t find your order confirmation, please call our Customer Service team at 1-800-347-1558 to request a confirmation email. Please make sure you provide us with the correct email address.

To cancel or change an order, please call our Customer Service team as soon as possible at 1-800-347-1558. Please note, we’re unable to cancel or change orders already dispatched for delivery.

Shipping & Delivery

We know you can’t wait to start trying your new products and experiencing amazing results for yourself. That’s why our shipping department is operational 7 days a week. That way, your order leaves our facility within 48 hours. Transit usually takes 3-5 business days depending on what part of the country you’re in.

You’ll receive a shipping notice email once your order has been dispatched for delivery — usually 2-7 business days after it’s been confirmed. Please refer to the shipping notice email to locate your tracking number.

The best way to check the status of your delivery is to use the tracking number provided in your shipping notice email. You may also call our Customer Service team at 1-800-347-1558 to help track your order. Please note, international orders may take up to 21 business days to arrive, and may not reflect accurate delivery status if not marked by local shipping authorities.

We ship to the following countries outside of the US: Australia, Canada, Mexico, New Zealand, UK, United States Minor Outlying Islands, The Virgin Islands (British & US).

Please note, some countries impose additional import and duty fees. Please check with your local customs authority to determine whether you will be subject to additional fees. Further, all of our products are manufactured in compliance with United States law. It is solely your responsibility to ensure that any products you order will not conflict with the laws of your country.

Return & Exchanges

To make a return, please contact our Customer Service team at 1-800-347-1558 or [email protected]. They will help you get started with your return process. Please note that shipping fees are non-refundable and City Beauty® does not cover shipping costs for returns. We recommend using a shipping service with reliable tracking or shipping insurance as we cannot issue a refund to lost items. Thank you for understanding.

Due to the limited quantity of certain items, we do not offer exchanges at this time. You are always welcome to return a product for a refund and repurchase a new product.

If your product is damaged, please contact our Customer Service team at 1-800-347-1558 or [email protected] so we can send you a replacement.

We strive to provide you with the best possible experience. Unless otherwise expressly posted on a product page, our orders are backed by our 60-Day Money Back Guarantee. If you’re not satisfied with your product for any reason, please send it back within 60 days for a full refund of your purchase price — no questions asked!

To initiate a refund, please contact our Customer Service team at 1-800-347-1558 or [email protected].

Loyalty Program

What is the Loyalty Rewards Program?

The Loyalty Rewards Program is our free rewards program that lets you earn points on all your merchandise purchases and redeem those points for rewards (“Rewards”).

How do I earn Loyalty Rewards points?

When you register for a City Beauty Loyalty Rewards membership, you will receive 1 Loyalty Rewards point for every dollar you spend on City Beauty products via citybeauty.com. We may offer bonus point events from time to time and in that circumstance the bonus points offer would apply. Separate terms and conditions will apply to each bonus point offer.

Where can I go to find all of my Loyalty Rewards account information?

Your Loyalty Rewards dashboard is your main destination for everything Loyalty Rewards related. You can view your activity, your current points balances, and learn about your Loyalty Rewards terms. To access this dashboard, simply log in to your City Beauty account and it will be on the main page.

What types of products count for collecting Loyalty Rewards points?

The value of “merchandise” for purposes of collecting points includes all products sold on citybeauty.com. The value of “products” does not include taxes and/or shipping. However, if a bonus points promo applies to any of these categories, the bonus points promo rules will apply.

Can I earn Loyalty Rewards points through actions?

Yes! Some actions within your City Beauty Loyalty Rewards membership will allow you to earn Loyalty Rewards for City Beauty products purchases (an example of an action include inputting your birthday within the Profile and Settings section).

What happens to my points when I return items?

Any points earned from a purchase that has been returned will be deducted from your point total. It is possible your account could have a negative balance after merchandise or products are returned.

How does the Loyalty Rewards points system work?

For every dollar you spend on products, you will receive 1 Loyalty Rewards point that is the equivalent to $0.10 (U.S. dollars) for redemption purposes. For example, if you purchase products worth $100, you will receive 100 Loyalty Rewards points that is equal to $10.00!

Where can I find Loyalty Rewards points? How do I redeem them?

Loyalty Rewards points information is displayed within your membership page section. This detail will show you both the Loyalty Rewards point amounts and usage detail.

Your Loyalty Rewards points are displayed next to the Coupon Code section and can be redeemed during your checkout experience using increments of 5. In the event the Loyalty Rewards points applied to the order exceed the purchase cost, the points will be reduced to equal the cost of the purchase prior to completion. If the number of points imputed are not in increments of 5, used points will be rounded down to the nearest increment of your purchase price.

Can I use Loyalty Rewards points with other rewards and promotions when I am shopping?

Absolutely! As a loyal City Beauty customer, you can use your Loyalty Rewards on top of any coupon codes applied to your purchase. Please note, Loyalty Rewards points MAY ONLY be used on our main website.

If I return an item that I used Loyalty Rewards points to buy, will I be refunded for the points?

Yes. With the exception of partial returns, any purchases where a customer applied Loyalty Rewards points would be refunded the Loyalty Rewards points back into their “bank” in the event the total purchase was returned. Any Loyalty Rewards points earned from the returned purchase will be deducted from your account. It is possible your account could have a negative balance after merchandise is returned.

Are there any limitations to the number of Loyalty Rewards points that I can redeem?

There are no minimums to redeeming Loyalty Rewards. Customers can use Loyalty Rewards points in increments of 5 points at a time. In the event the purchase is less than the amount of Loyalty Rewards points applied to your order, a customer will only be able to apply as many points as the cost of the purchase. If the number of points input is not an increment of 5, used points will be rounded down to the nearest increment.

Do Loyalty Rewards points expire?

We encourage you to redeem your points often, so that you get to experience the full benefits of the Loyalty Rewards program. If there is no activity on your Account for a period of 6 months, all points in your Account will be forfeited. You can keep your Account active by making purchases and redeeming points.

Can I earn or redeem Loyalty Rewards points over the phone?

You can (and will) earn Loyalty Rewards points for any orders submitted over the phone as long as your information matches your account information! At this point, we do not allow loyalty points redemption over the phone.

Can I transfer points from accounts?

At this point, we are unable to transfer points into other accounts.

Any additional questions?

If you have any additional questions we have not answered for you here, you can contact our Customer Support line at 1-800-347-1558, email us at [email protected], or visit our dedicated Loyalty Rewards Terms & Conditions page at https://citybeauty.com/terms-loyalty-rewards.php for full program details.

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