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Online Helpdesk

How do I create an account?

No worries! If you're a registered shopper simply click here and enter your email address. We'll send you your password right away!

Forgot your password?

You may recover your password here.

If you have a stila account but cannot reset your password, you may need to recreate your account. As of February 2021, we updated our website. This update requires a reactivation of your previous stila account. This information was provided via email to the address on file early February 2021. If you no longer have access to this communication to reactivate your account, our customer service team will be happy to resend this to you. Please contact us via email with the email address used for your stila account. 

How do I pronounce Stila and what does Stila mean?

Stila (STEE-la) is derived from the Italian word "stilare", which can mean "to pen" or "to write", because we believe that makeup should be as individual as your own signature.

Contacting Stila

Contact Us

Our Customer Care Team is available Monday thru Friday 9AM EST – 5PM EST with a standard* response time of 1-2 business days. If you have an order number, please be sure to include this with your inquiry.

Email: custcare@stilacosmetics.com

Phone: 866-784-5201   

Product

Are your products vegan?

All of our products are cruelty-free, however Stila is not a vegan brand. Vegan products are noted where applicable. Here's a link to our Vegan Collection.

Is Stila cruelty-free?

Yes! Stila Cosmetics is a Leaping Bunny certified brand, which means that our entire supply chain, from ingredients to finished products are free from animal testing. The Leaping Bunny Program is the gold standard in cruelty-free certification.

I’d like to place an order

Is there free shipping?

Yes! We happily offer free ground shipping within the U.S. for orders $40+.

What are my shipping options?

Once an order is placed, your order is sent to our warehouse for processing. Upon shipment, an email will be sent to you with tracking information to the address on file. It may take up to 5 business days to process and ship your order, however our warehouse normally ships before the 5th business day. 

Transit time is dependent on your choice of shipping method, Standard ground shipments may take 4-7 business days to arrive, we recommend contacting the carrier if you have any questions about the delivery of your shipment. Below are the shipping methods available, carrier information is provided upon shipment. 

Standard Ground Shipping ($5.95 or FREE with qualifying orders) - Most orders shipped via Ground are shipped within 5 business days, depending on product availability. Tracking information will be provided at the time of shipment. 

FREE Standard Ground Shipping is available on qualifying orders. Your order subtotal must be at the free shipping threshold ($40+ before tax and after discounts), even if a discount code is applied during checkout – no code needed, this will automatically apply when qualified.

Priority Service (2nd Day Air) - $12.95 All Priority Service orders placed by 11:00 AM PST will be scheduled to ship the same business day or the following business day. Any orders placed after 11:00 AM PST on Friday, will not ship until the following Monday or Tuesday at the latest. Tracking information will be provided at the time of shipment.

Are there shipping restrictions?

Orders are shipped on business days only. Business days are Monday through Friday, excluding United States Federal or observed holidays. Some items sold by Stila online require special handling as specified by federal, state and local regulations governing the transport of these items. The method of shipment for these items is dictated by these regulations. At Stila online, we comply with these regulations therefore the shipment of some products to certain locations may not be possible. If this affects your order, we regret any inconvenience and thank you for your understanding. We're sorry, we are currently unable to accept orders to be billed or shipped to destinations outside the U.S. We apologize for any inconvenience. Ground shipping is available for orders shipped to the 48 contiguous states, and orders shipping to Alaska and Hawaii can be delivered by Priority Service (not ground shipping). Priority Service is also available to ship orders to the U.S. Territories of Puerto Rico, Guam, U.S. Minor Outlying Islands, American Samoa, Northern Mariana Islands and U.S. Virgin Islands. We do not ship to freight forwarding addresses, logistics companies, shipping/mailing facilities, nor hotels.

Stila Cosmetics is not responsible for any shipments that have been sent to locations which are not approved (freight forwarding address, logistics companies, shipping/mailing facilities, international address, hotel, Virgin Islands, Guam and Puerto Rico).

Large shipments are subject to signature requirement by the carrier.

Do you ship internationally?

Sorry, not at this time. Stilacosmetics.com only ships within the United States, however stila cosmetics are offered in select regions via authorized retailers such as Sephora and Ulta locations. You may contact our customer service team to inquire about your specific region.

Do you ship to U.S. military addresses (apo/fpo)?

Yes! Please continue checkout as if shipping to an address within the U.S. All U.S. military addresses (APO/FPO) must select the shipping option of Standard Ground Shipping. Your billing address must match the credit card mailing address regardless of your military shipping address.

What are my payment options?

We accept: American Express Discover MasterCard Visa PayPal 

We're sorry, we do not accept: CODs Layaway plans Personal Checks Money Orders Gift cards Credit cards with billing addresses outside the U.S. International credit cards

FYI: For your protection, your billing address must match the US credit card used for payment, or we will be unable to process your order. We reserve the right to cancel any orders that do not follow the above criteria.

All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

Difficulty in processing payment?

Please ensure you verify the following as it reads with your financial institution: Full Name, Full Address, credit card number, credit card security code, etc. Your financial institution is the only one that is able to this information, our system will verify if the information entered on our website, matches the information with your financial institution – we apologize as we are unable to manipulate or bypass this step. You may use a different form of payment if you would like. We are unable to process international transactions.

Do you charge tax?

We are required to collect sales tax on orders being shipped to the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Maryland, Massachusetts, Michigan, Missouri, New Jersey, New York, Pennsylvania, Tennessee, Texas, and Washington.

Is there a maximum order limit?

We regret that we must limit orders to no more than five (5) units of any item. We limit orders to no more than $500 total per month.

How do I use a discount code?

Upon checking out, you will see a Discount Code field above your order subtotal. You may enter your code in this section and click Apply to ensure the promotional/discount offer has been reflected. Please review this prior to submitting the order as stila cannot make changes. Orders are limited to one code per transaction. Most codes cannot be used towards already discounted items or value sets, unless otherwise specified by stila cosmetics. Pro Artists are exempt from using any discount codes. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of offers and to modify or cancel promotions due to system errors or unforeseen problems without notice. 

We are sorry as stila is unable to add promotions or discounts to an already submitted order. We are able to only request a cancellation of the order with our warehouse. If you would like to request cancellation of the order, please submit a request via email to our customer care team with your order ID immediately as your order is in process for shipment with our warehouse and my ship. The cancellation is not a guarantee, our customer care team will confirm via email if your order was successfully cancelled or provide shipping information. We are unable to extend any promotions that are now expired or available, which includes any offers extended at the time of purchase for this order. Our system is only able to recognize promotions for orders placed within offer guidelines.

What if the item I am looking for is out of stock?

If an item you've selected is temporarily out of stock at the time of your order, you will not be able to add it at a later time. We make every attempt to keep items in full stock, however if an item is currently depleted, often times a new shipment will be arriving soon! Be sure to check back often and sign up for email notifications to be part of the first to hear about new launches and promotions.

I just placed an order

How soon will it arrive?

To check the status of your order, click here:

Transit time is dependent on your choice of shipping method, Standard ground shipments may take 4-7 business days to arrive, we recommend contacting the carrier if you have any questions about the delivery of your shipment. Below are the shipping methods available, carrier information is provided upon shipment. 

Standard Ground Shipping - $5.95 Most orders shipped via Ground are shipped within 5 business days, depending on product availability. Tracking information will be provided at the time of shipment. 

Can I make changes to my order?

We’re sorry, once an order has been placed, we are unable to make any changes. Please ensure your order is accurate prior to submission. If you would like to request cancellation of the incorrect order, please submit a request via email to our customer care team with your order ID immediately as your order is in process for shipment with our warehouse and my ship. The cancellation is not a guarantee, our customer care team will confirm via email if your order was successfully cancelled or provide shipping information. We are unable to extend any promotions that are now expired, which includes any offers extended at the time of purchase for this order. Our system is only able to recognize promotions for orders placed within offer guidelines.

What if my shipping address is incorrect?

We are sorry as Stila Cosmetics is unable to provide a reshipment or reimbursement for successfully delivered packages. Please ensure your order is accurate prior to submission. If you would like to update your shipping address, please submit a request via email to our customer care team with your order ID immediately as your order is in process for shipment with our warehouse and my ship to the originally submitted shipping address. This update for the shipping address is not a guarantee, our customer care team will confirm via email if your order was successfully updated or provide shipping information for the originally submitted address. Stila is not responsible for any orders that are shipped to an address that is confirmed upon checkout. You may contact the carrier to explore any options they may have available, although making changes to your shipment is not guaranteed. We are unable to extend any promotions that are now expired, which includes any offers extended at the time of purchase for this order. Our system is only able to recognize promotions for orders placed within offer guidelines.

We cannot guarantee this change as your order is already in process with our warehouse, however we will submit your request and will respond to you via email regarding the status of this request. 

Full Name:

Street Number & Address:
Apt/Suite # (if applicable):

City:

State:

Zip Code:


If your order has already shipped, we are no longer able to make any changes. You are able to contact your shipment carrier to inquire about available options. 

If your package is being sent back to our warehouse your package will be processed as a return and you will need to replace your order, as we are unable to ship an order twice. Promotions used on the undeliverable order will not be extended to your replacement order, if it is no longer valid.

Stila Cosmetics is not responsible for any shipments that have been sent to locations which are not approved (freight forwarding address, logistics companies, shipping/mailing facilities, international address, hotel, Virgin Islands, Guam and Puerto Rico).

Why did my order get cancelled?

If you did not request a cancellation, there was a discrepancy with the billing or shipping information provided at the time of purchase, or your order was cancelled for your protection, as the payment information provided did not match the payment source.

Other factors may include Item(s) not available Difficulty in processing payment information (maybe a mistyped credit card number, expired card, etc...) Cannot ship to address provided (freight forwarding address, logistics companies, shipping/mailing facilities, international address, hotel, Virgin Islands, Guam and Puerto Rico) Duplicate order was placed We limit orders to no more than five (5) units of any item We limit orders to no more than $500 total per month.

There will be no payment collected and any holds on funds will be released within 10 business days.

I just got my order

How can I tell Stila I love my products?

Each Stila order will be accompanied by a review options via email if you have provided your email address upon checkout. You can send Stila feedback about your favorite products with this review!

How do I return something?

How do I return something I purchased on stilacosmetics.com?

Stila offers returns for all regular priced items from www.stilacosmetics.com within 30 days of purchase. For more information, please see our return policy.

How do I return something I purchased from a Stila retailer?

We are unable to accept merchandise purchased at a Stila Cosmetics retailer. Stila Cosmetics supports the return policy of our retailers. As the retailer is the point of purchase for the transaction, please contact them directly to inquire about their return policy for further assistance.

What if I didn’t receive all my items?

MISSING, LISTED ON MY PACKING SLIP

If your packing list shows item(s) that you did not physically receive, please email our customer are team immediately, no later than 5 business days of receiving your package. If communication is received later than 5 business days, we will not be able to assist. Do not discard any contents or packaging/packaging materials as they will need to be returned to stila. If items are discarded, we will not be able to assist. We are sorry as there is no option for return/replacement of gifts or samples. 

Stila Cosmetics is not responsible for any shipments that have been sent to locations which are not approved (freight forwarding address, logistics companies, shipping/mailing facilities, international address, hotel, Virgin Islands, Guam and Puerto Rico).

MISSING, NOT LISTED ON MY PACKING SLIP

If item(s) are missing from your package and are not listed on the packing slip, unfortunately this item was not available at the time of order fulfillment. Stila will only collect funds on items successfully shipped to you. There will be no refund conducted as your final charge has been adjusted to reflect the new total.

What if there is a problem with my item(s)?

When your order arrives, please inspect your product(s) immediately for any issues that may have occurred and notify stila immediately. To be able to assist, we must be contacted via email no later than 5 business days of shipment delivery. Please note that if we are contacted outside of this timeframe, options for recovery may be limited and/or not available. Do not discard any items or packaging as they will need to be returned to stila. If items are discarded, we will not be able to assist. 

Please provide the order number and contact us with the email address linked to the order. We are sorry as there is no option for return/replacement of bonus items/gifts or samples. 

Stila Cosmetics is not responsible for any shipments that have been sent to locations which are not approved (freight forwarding address, logistics companies, shipping/mailing facilities, international address, hotel, Virgin Islands, Guam and Puerto Rico). We are sorry however we cannot accept any claims received after 30 days of purchase date.

What do I do if my package is lost or stolen?

We’re sorry to hear that! Once an order has successfully been picked up by the carrier, Stila Cosmetics is no longer responsible for the shipment. Your package includes protection which allows you to submit a claim via email to your carrier. Our customer care team is able to provide more information for you to contact your carrier, please email us for this information. 

Delivered: To be able to assist with delivered but not received shipments, we must be contacted via email within 5 business days of shipment delivery. Please note that if we are contacted outside of this timeframe, options for recovery may be limited and/or not available. 

Delayed Delivery tracking updated: Some carriers may be experiencing a delay. We appreciate your patience. 

Delayed Delivery tracking not updated: If it has been over 15 days since order placed but it has not yet delivered and there has been no updates to your tracking, please contact us immediately via email to assist. Please ensure you contact our customer care team no later than 20 days after order placement so that we are able to assist. Please note that if we are contacted outside of this timeframe, options for recovery may be limited and/or not available.

Website Information

Is this site secure?

Yes, we have a valid SSL (secure socket layer) certificate.

How do I know my billing information is secure?

At Stila, we take security very seriously, and we understand how important it is to our shoppers - after all we're shoppers, too! When you place an order on Stila's website, we encode your information using Secure Socket Layer (SSL) encryption technology. This is an advanced consumer online security technique. You can be assured that your order will be placed safely and securely. In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software are the following:

AOL 5.0 and higher, Internet Explorer 5.0 and higher, Mozilla Firefox 1.0.4 (Windows only), Netscape 6.0 (Windows only), Safari, RSS, Google Chrome.

Accessibility

Our commitment to Accessibility

Stila Cosmetics is committed to making our website's content accessible and user friendly to everyone. If you are having difficulty viewing or navigating the content on this website, or notice any content, feature, or functionality that you believe is not fully accessible to people with disabilities, please call our Customer Service team at 866-784-5201 or email our team at custcare@stilacosmetics.com “Disabled Access” in the subject line and provide a description of the specific feature you feel is not fully accessible or a suggestion for improvement. We take your feedback seriously and will consider it as we evaluate ways to accommodate all of our customers and our overall accessibility policies. Additionally, while we do not control such vendors, we strongly encourage vendors of third-party digital content to provide content that is accessible and user friendly.

Programs & Partnerships

Do you have a discount program for industry professionals?

At Stila Cosmetics, artistry meets innovation with a modern chic that translates from the runway to real life. For over 20 years, Stila has been inspiring fashion week makeup and creating artistry-proven products that perform as promised, lasting from morning to moonlight. We believe that the right makeup can turn even the simplest look into a statement as authentic as your signature.

Guess what? We're busy building the world's greatest Pro Artist Program. We're expecting it to launch early next year and it's going to blow your mind. Yes, it's going to be that good. It's so good.

Do you have a rewards program?

Keep an eye out for Stila's Rewards Program coming soon!

Leaping Bunny Certification

The Leaping Bunny certification means that our products are free of animal testing.

Becoming certified means that Stila’s entire supply chain, from ingredients to formulations to finished products are free of animal testing. The Leaping Bunny Program is the gold standard in cruelty-free certification.

Leaping Bunny’s standard is similar to that of PETA’s, in that requires Stila and Stila’s ingredient suppliers to pledge that animal testing is not a part of any stages of the product development and the result is a product guaranteed to be 100 percent free of new animal testing.  As a Leaping Bunny certified company, we must be open to independent audits, and our commitment is renewed on an annual basis.

Unlike PETA, the focus strictly on whether or not the product is tested on animals. Stila is not a vegan brand, although some select few products are. Here's a link to our Vegan Collection.

Leaping Bunny difference is - The Standard is short for the Corporate Standard of Compassion for Animals, a voluntary pledge that cosmetic, personal care, and/or household product companies based in the US or Canada make to clear animal testing from all stages of product development.

A company's ingredient suppliers and/or manufacturers must make the same pledge. The result is a product guaranteed to be 100 percent free of new animal testing. All Leaping Bunny companies must be open to independent audits, and commitments are renewed on an annual basis.

Report an adverse product reaction

Need to report an adverse product reaction or serious adverse event?

Please reach us at our dedicated product event reporting phone number: 818.459.8003

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