Registering

Can I place my order without registering?
Yes, you may proceed through checkout without registering by selecting the “Guest Checkout” option.

What are the benefits of registering?
By registering you can keep track of past purchases, billing and shipping addresses, and proceed through checkout more quickly. We do not store credit card information in our system.

How will my registration information be used?
Your registration information is used to place your order. It will be securely stored on our server. Once you place an order, you will also be asked to confirm your contact and billing addresses and supply credit card information. We do not store credit card information on our website or server. To protect your personal information when you register on our website you must also enter a user name or email address and password. (If you would prefer that we not collect any personally identifiable information from you, please do not provide us with any such information.)

What are the benefits of signing up for Alima Pure's newsletter?
Our newsletter is full of cool stuff like special offers, product promotions and information on new products. It’s the best way to stay in-the-know about Alima Pure.

I forgot my password. Now what?
If you forgot your password, simply visit 'my account' to reset your password. Follow the prompts, and you’ll be able to log in using your new password. Hey, it happens to the best of us.

How do you recognize me when I visit your site?
Our website uses "cookies," or small bits of electronic information, which are stored by the web browser on your computer's hard drive. No personal information is stored on the cookie. You may, if you choose, turn off the cookie function in your Web browser, however it may limit your use of some of the features of our website. Cookies allow us to gather information about which parts of our site are more popular, and to tailor our products to the needs and interests of our visitors.

Is ordering online safe?
At Alima Pure, your online shopping experience is safe. We do not store your credit card information in our system. All transactions are processed using PCI compliant state-of-the-art Secure Sockets Layer (SSL) encryption technology. Sensitive data, like your credit card number and personal information, is sent through SSL secured pages.

If I place an order, am I automatically registered?
No. You can shop on our website without registering. But if you think you’ll become a regular, registering makes the whole shopping experience faster and easier.

Want to register? You can start right here.

If I register after placing an order, can I get Loyalty Rewards Points from that order?
Unfortunately, you must be registered and logged in to your account in order to receive Loyalty Rewards. We are unable to apply Loyalty Rewards retroactively. If you are having trouble logging in to your account, please contact Customer Care for assistance.

Please note that our Loyalty Points program will be retired 5/1/13. Accrued points may be used through 09/30/13.

Shipping

How will you ship my order?
For domestic orders (all 50 states, US territories, Puerto Rico, and military addresses), we use USPS Priority and First Class Mail with delivery confirmation. USPS Priority Mail takes up to 5 business days for delivery (usually less), while First Class Mail can take a week or more.

For international orders, we use USPS Priority Mail International and First Class Mail. Priority Mail generally requires 10-14 days for delivery, although customs and shipping delays are possible. First Class Mail is somewhat slower. Please allow adequate time for receipt of your order. If you have not received your international order after 45 days, please let us know. The United States Postal Service does not offer tracking beyond U.S. borders.

Shipping costs for U.S. orders Priority Mail:
For orders under $65, we charge a flat rate of $6.25.
Orders of $65 and over receive FREE shipping.
First Class Mail: For Orders under $10, we charge a flat rate of $3.

Shipping costs for international orders International Priority Mail:
Shipping to Canada and Mexico: $20.00 ($15.00 for orders over $65.00).
All other international destinations: $24.00 ($19.00 for orders over $65.00).
First Class Mail: Shipping to Canada and Mexico: $7.00 (for orders under $10)
All other international destinations: $9.00 (for orders under $10)

To which international countries do you ship?
Australia, Austria, Belgium, Brazil, Canada, Chile, Costa Rica, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibralter, Greece, Greenland, Hungary, Iceland, Ireland, Israel, Italy, Japan, Korea, Latvia, Lithuania, Luxembourg, Mexico, Monaco, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Puerto Rico (U.S. shipping rates apply to Puerto Rico, of course), Romania, Slovakia, Slovenia, Singapore, Spain, South Africa, Sweden, Switzerland, Taiwan, Ukraine, United Kingdom

When will my order be shipped?
After placing your Alima Pure order you will be sent a receipt and order summary via email. Please allow 3-5 business days for order processing. Once shipped, you will receive a second email with a delivery confirmation number, if available.

When will I receive a tracking number?
Once your order is shipped you will receive an email with a delivery confirmation number, if available.

How can I check my order status?
If you were given a delivery confirmation number with your shipping confirmation, enter that number on the USPS web site to see the status of your package.

I haven’t received my order; will you reship it?
If your domestic order has not arrived after 10 days, and you have already contacted your local Post Office to trace the package, then contact Customer Care. We will be happy to assist you. If your international order has not arrived and it has been 45 days from the date your order shipped, please contact Customer Care.

I am missing an item from my order or my package was damaged in transit.
Please send an email to Customer Care. Include your order number and let us know what happened, and we’ll take care of it.

Do you deliver to P.O. and A.P.O boxes?
Yes, we do ship to P.O. and A.P.O boxes.

Can I ship to an address other than my billing address?
Yes, you may ship an order to an address that’s different than your billing address.

The post office lists my order as delivered but I have not received it.
If you contact your local Post Office with the tracking number they will initiate a trace on the order. Unfortunately, they will not allow us to set up a trace on your behalf. We want you to receive your order! If the Post Office tracking system does not find your order please let us know.

How do I qualify for free shipping?
We offer free shipping on all domestic orders of $65 or more.

Can I pick up my order at your facility?
We do not offer order pick up at our facility. All orders are shipped either by USPS Priority Mail or First Class Mail.

Do you offer expedited shipping?
We do not offer expedited shipping. Please allow adequate time for receipt of your order.

Payment

Payment methods:
We accept Visa, Mastercard, American Express and Discover cards. As you complete your credit card payment, please enter your billing address exactly as shown on your credit card statement. It is important to enter your credit card information carefully, or your payment may not be authorized. A valid CVV (Card Verification Value) number is required to complete your credit card payment. The CVV code can be found on the back of your card in the signature box - only the last 3 or 4 numbers are required. If your CVV number is missing or illegible, you may need to call us to complete your transaction. This safety measure is intended to protect you against fraudulent credit card use. 

My payment was declined. What should I do?
If your credit card payment is declined for any reason, please feel free to give us a call at 888-380-5420. We'll be happy to assist you with your transaction (online credit card processors can be temperamental).

I see a charge on my credit card but my payment was declined.
Usually when a credit card transaction fails to go through the funds continue to be held for several days until all of the banks and credit card processors communicate with each other and cancel the transaction. If, after 5 days, the funds have not been returned to your credit card please give us a call (888-380-5420). We will be happy to help.

How do I return an item?
Pure Satisfaction is our guarantee that you will love any full-sized product* you purchase from us, or you can return it within 30 days of purchase. If you are not completely satisfied with a product* for any reason, just return it to us for a refund. Returns are Easy! To begin the return process, send an email to customer care with the name of the product you wish to return and your order number. This email must be sent within 30 days of your order date. We will get back to you with a Return Authorization Number and the information you need to complete your return. We are sorry, but we can only accept returns with a RA number. Package up your product and send it to us, with the RA number you were given. Feel free to reuse the packaging from your order! Any free product or gift must accompany the return to receive a full refund to the payment method used on our website. Shipping fees are non-refundable. Please allow 2 weeks from the date you ship your return to Alima Pure to receive notice that your refund is complete. Refunds are made via your original payment method only. *Pure Satisfaction program does not include custom foundation blends or sample sized products.

Is it safe to order online?
At Alima Pure, your online shopping experience is safe. We do not store your credit card information on our server. All transactions are processed using PCI compliant state-of-the-art Secure Sockets Layer (SSL) encryption technology. Sensitive data, like your credit card number and personal information, is sent through SSL secured pages.

How long will it take for me to receive my order?
For international orders, Priority Mail generally requires 10-14 days for delivery, although customs and shipping delays are possible. First Class Mail is somewhat slower. Please allow as much as 45 days for receipt of your order.

What will the customs charges be for my order? 
Customs charges are assessed by the country of the recipient. Please contact your national customs office for detailed information about customs charges.

I placed an order but have not received it.
Please contact Customer Care and we will be happy to assist you.

Shopping

Must I create an account in order to shop on your website?
You do not need to create an account in order to shop on our website. However, by registering you can keep track of past purchases, save shipping and billing addresses, and proceed through checkout more quickly.

How can I get help choosing colors?
Simply send an email to our Makeup Artist. Include as many details as you can about what type of color you are looking for, your skintone and, if you are looking for eyeshadow recommendations, your eye color.

Do you sell samples of your products?
Absolutely! We sell samples of our Face and Cheek colors. We also include 2 free samples of eye colors with outgoing orders, though the colors vary depending on stock on hand. Samples are intended for personal use, and not for commercial purposes or resale. If you are interested in carrying Alima Pure please contact us for information. We reserve the right to restrict sample order sizes, and may cancel a sample order if we determine that it is not for personal use.

Do you offer gift cards or gift certificates?
Unfortunately, we do not offer gift cards or gift certificates.

Do you have any discount codes?
Yes. Occasionally we provide special offers and discount codes or coupons that you may use on our site. The best place to receive discount codes is through our newsletter (you'll find a link at the bottom of each page of our website); sign up to receive all kinds of goodies from Alima Pure.

How do I use a discount code?
During the checkout process, you’ll be prompted to enter a discount code or coupon on the payment page. Once you enter the promo code, the discount will be noted on your order.

Can I change my order? We're sorry, but once an order has been placed, it may not be changed. 

How do I change my account information?
To change your account information, you must first log in to your account. Once logged in, you may edit your information.

Do you include free samples with orders?
Yes. We include two free samples with every order. Most free samples are eyeshadow colors. They are a great way to find new favorites!

Technical

I can't get my discount code to work.
Please contact Customer Care for assistance, or give us a call at 888-380-5420.

I can't get my payment to go through.
If your credit card payment does not go through, please feel free to give us a call at 888-380-5420. We'll be happy to assist you with your transaction (online credit card processors can be temperamental).

I thought I signed up for an account but the system doesn't recognize my user ID. 
Please contact Customer Care for assistance, or call 888-380-5420.

How do I manage my newsletter subscription? To manage and update your newsletter subscription, please click here. You’ll be able to manage your email subscriptions, update your email address and personal info, and unsubscribe.