FREQUENTLY ASKED QUESTIONS
How Can We Help?
HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED??
When your order is ready to be shipped, you will receive a shipment confirmation e-mail. The majority of our orders are shipped within 1-2 business days after the order has been placed. The e-mail will contain shipment details, your tracking number, and a link to the USPS site. To track the order, click on the tracking number provided in the email 24-48 hours after you receive the tracking number for an update. If the tracking has not updated, please do not call the Post Office. They will not have any additional information to provide you. Sometimes tracking does not update right away. This does not mean your order has not shipped. It simply means the post office has not scanned the package. Please allow up to 5-7 business days (USA) for your order to arrive after you received the tracking number. International orders may take 15-20 business days to arrive. If this time has passed, and your order has not been delivered, please email us at firstname.lastname@example.org.
At times, you may receive a tracking number after normal business hours or during the weekend. This means your order has been processed and will be shipped the next business day.
If you have not received and email with your tracking number after 3 business days, please check your junk/spam inbox then contact us. Shipping emails are sent to the email address you entered at checkout when placing your order. Please be sure to enter the correct email address at checkout.
Also, please be sure your mailing address is complete and correct (including apt and house numbers) as we may not be able to change your address once the order is completed.
WHAT SHIPPING METHOD DO YOU USE?
We ship via USPS (United States Postal Service) with delivery signature confirmation. We offer Priority Mail which is standard shipping in the USA (1-5 business days), and Priority Express shipping (1-2 business days). To ship International orders we use UPS. This may take up to 15 business days or longer to arrive. You may track your order by visiting www.USPS.com
or if you are International UPS.com.
The US Postal Service guarantees are only available with Express mail. Priority mail may take 3-7 days longer than normal to deliver during the holidays (especially during the month of December). POJE is not responsible or liable for any US Postal Service errors during transit, including damage and loss of package, and for any "reasonable" delay beyond our advertised delivery time-frames. If you should experience any of these please use your tracking number to contact the post office and file a claim as your packages are ensured.
HOW IS MY ORDER PROCESSED?
All orders are processed and shipped on business days only, Monday through Friday, excluding major holidays. Orders placed on Saturday, Sunday, after normal business hours or Holidays will be processed on the next business day. Most orders are processed with 24-48 hours after receipt. Longer delays may apply depending on volume and time of year. Your confirmation email from POJE Cosmetics will indicate an actual processing time frame.
WHAT WILL HAPPEN IF MY PACKAGE IS UNDELIVERABLE TO MY ADDRESS?
First, please check the status of the tracking number provided to you. If it states your package is undeliverable, please email us at email@example.com and we will instruct you on how to proceed. If we get your package in the mail, we will contact you via email to request an updated shipping address so that we can resend it to you. A small return shipping fee will be invoiced to you to cover return shipping costs due to the invalid/undeliverable address provided to us. This will need to be paid prior to us re-shipping your package. Please be sure to enter your address correctly to avoid delays in receiving your order.
DOES POJE COSMETICS SHIP WORLDWIDE?
As of now, No, we don't. However, we do ship to AFO/FPO addresses. All shipments to APO, FPO, and DPO addresses are sent via USPS. Please be sure your military address is complete and correct. Due to military handling time, delivery to some destinations may take up to 21 days.
WHAT PAYMENT OPTIONS DO YOU ACCEPT?
We accept payments via:
~PayPal (in US Dollars only)
PayPal allows customers to pay using their credit and debit cards, PayPal account balances, and bank accounts securely without sharing your personal information. Please be sure your billing and shipping address match your card to avoid delays.
WE'RE SORRY, WE DO NOT ACCEPT:
**Please note PayPal” E-Check” payments take an additional 5 business days to process. PayPal will not allow us to ship your order until they verify your payment has cleared.
IS POJE 'S WEBSITE SAFE?
At POJE Cosmetics, we understand how important security is to you. When you place an order at www.pojecosmetics.com, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely.
DOES ANYONE ELSE SEE THE INFORMATION THAT I PROVIDE TO POJE COSMETICS?
We respect your privacy. The information you provide will not be given to any third party.
WHERE CAN I BUY POJE COSMETICS NEAR ME?
At this time, purchases can only be made online at www.pojecosmetics.com.
DO YOU ACCEPT WHOLESALE ORDERS?
For information regarding wholesale orders, please fill out our wholesale request form or email firstname.lastname@example.org. The minimum wholesale purchase is 100 units per item and no less than 600 items total.
DO YOU OFFER PROMOTIONAL / COUPON CODES?
Periodically, POJE will offer promotional codes. One (1) Offer Code may be used per order. Coupon codes cannot be applied to sale or bundled items. Any current codes CANNOT be applied to a previous purchase. Adjustments will not be made. The coupon code is entered at check out.
DOES POJE OFFER DISCOUNTS TO MAKEUP ARTISTS?
We are currently developing our official Makeup Artist Program. An official announcement will be made once it is available.
DO YOU HAVE AN AMBASSADOR PROGRAM
We are currently developing a program for social media influences and ambassadors. Please signup for our newsletter to stay up to date for when we make that announcement.
HOW DO I CHECK ON OR CONTACT SOMEONE ABOUT AN ORDER I HAVE PLACED?
For questions regarding the status of your order, or any other questions, please email us at email@example.com.
WHAT IS YOUR RETURN POLICY?
We will gladly accept exchanges only on Brushes, Sleep Mask and Makeup Cases within 2 days of receiving your order. Items must be unused with seals intact. We will not accept any exchanges not authorized by POJE Cosmetics or that are unsealed and or used. We reserve the right not to accept an exchange for any reason. Customers are responsible for return shipping cost. A small fee will be invoiced to you to mail the exchanged item back to you. We do not give refunds or credits. All sales are final. Please email firstname.lastname@example.org for any other questions or concerns. A representative will respond within 24-48 hours.
No exchanges or returns will be accepted for Brush Cleaner, Lipgloss, Slick Lippies, apparel, etc. All sales are final.
Please return unused/sealed Brushes to:
Ladson, SC 29456
WHAT IF MY ORDER IS INCORRECT OR IS MISSING AN ITEM?
While we try our best to process your order as quickly as possible, sometimes human errors can occur in fulfilling an order. Other times, the merchandise may be damaged during the shipping process. In these situations we want to do everything we can to fix the error as quickly as possible. If we made an error in the fulfillment of your order (e.g. you received an item you did not order), follow the instructions below.
Depending on the item you ordered and the time of year, we may be able to ship the correct item immediately. In other cases that may not be possible. The customer service representative responding to your claim will let you know what we can do and the time frame in which we can do it. In either case, we will need the incorrect item returned to us in new, sealed and unused condition. Go to our Return Policy for more details about returning your package.
All items are thoroughly checked and weighed prior to shipping. If an item is damaged, missing pieces or wrong item sent in shipping, please contact us within 24 hours from the date you received the package. Please be sure you checked the entire contents of your package, including the tissue paper as items may be wrapped. If you do not contact us within 24 hours, POJE Cosmetics will not be responsible for the items.
*We reserve the right not to accept certain damaged items. We have no control of the weather. Please do not leave lipstick in direct heat for a long period of time as this may cause it to melt.
AFTER MY ORDER IS SUBMITTED, CAN I MAKE CHANGES TO IT OR CANCEL IT?
We will attempt to make the change to your order within the same day your order is made. Please keep in mind if you are attempting to make a change to an item (choosing a different color), please be sure it is of equal or lesser value. Depending on our volume and time of year, we may not be able to make any changes. If you make an error or you want to cancel your order after it has been processed and shipped, we're sorry but we will not be able to cancel the order or issue a refund. Please email email@example.com.
ADDITIONAL INFORMATION REGARDING ORDERS
We reserve the right to refuse to process and order due to suspected fraud or unauthorized or illegal activity. If such is the case, we may reject your order. Our customer service department may email you at the email address you provided to confirm your order. We also reserve the right to cancel any accounts or refuse to ship to certain addresses due to suspected fraud or unauthorized or illegal activity. To avoid delays, please be sure your name, billing and shipping address matches the card you are using. We reserve the right to cancel any order using any promotion or promotional code, at our sole discretion. If any order cancellation occurs you will be credited in full for the cancelled order(s) and your order will not be shipped. We take these measures to protect our customers as well as ourselves from fraud or other unauthorized or illegal activity.
INTELLECTUAL PROPERTY RIGHTS:
The Site, and all of its contents, including but not limited to articles, other text, photographs, images, illustrations, graphics, video material, audio material, including musical compositions and sound recordings, software, logos, titles, characters, names, graphics and button icons, excluding User Content (collectively “Proprietary Material”), are protected by copyright, trademark and other laws of the United States, as well as international conventions and the laws of other countries. The Proprietary Material is owned or controlled POJE Cosmetics and Lady Joi.
Except as otherwise provided in these Terms and Conditions or without our express prior written permission, you may not, and agree that you will not, use, publish, reproduce, display, publicly perform, create derivative works from, reverse engineer or decompile, disassemble, distribute, license, transfer, sell, copy, post, enter into a database, upload, transmit or modify the Proprietary Material or any portion thereof, for any purpose or by any means, method, or process now known or later developed. Modification of the materials appearing on the Site or use of such materials for any other purpose is a violation of our copyright and other proprietary rights.