Help: Frequently Asked Questions and Answers

FAQs and other important information.

 

ACCOUNT

HOW DO I CHANGE MY ACCOUNT INFORMATION?

You can update your account information by logging in to your account and updating information there.

I FORGOT MY PASSWORD. NOW WHAT?

If you forgot or need to change 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.

 

SHIPPING

Out of respect for social distancing, we are operating with a reduced staff in-house. Please bear with us as it may take us a few additional days to process and ship your order. Thank you for your support.

WHEN WILL MY ORDER BE SHIPPED?

Orders are processed and shipped Monday through Friday with the exception of national holidays.

After placing your Alima Pure order you will be sent a receipt and order summary via email. Please allow 1-2 business days for order processing. Once shipped, you will receive a second email with a delivery confirmation number, if available. 

U.S. AND PUERTO RICO

Standard shipping is 6 - 8 business days. $5.00
Free standard shipping on all U.S. orders $50+
Expedited shipping is 4 - 6 business days. $9.00
Premier shipping is 2 - 3 business days. $35.00

*Please note that our orders to the U.S. and Puerto Rico ship USPS and may experience some delays. If you have any questions we're here to help. Please email us at customercare@alimapure.com

CANADA

Standard shipping: 15 - 25 business days, $15
Free Standard shipping on orders $100+ (15-25 business days)
Expedited: 4 - 7 business days, $25

PLEASE NOTE: Standard orders ship USPS. Expedited orders ship FedEx. Shipping charges do not include customs fees. You are responsible for any customs fees, duties or taxes. Transit time does not include delays due to customs processing.

INTERNATIONAL

International Shipping: 4 - 7 business days, $25

PLEASE NOTE: International orders will ship FedEx. Shipping charges do not include customs fees. You are responsible for any customs fees, duties or taxes. Transit time does not include delays due to customs processing.

TO WHICH INTERNATIONAL COUNTRIES DO YOU SHIP?

We ship to: Argentina, Australia, Austria, Barbados, Belgium, Brazil, Bulgaria, Canada, Chile, Costa Rica, Croatia, Czech Republic, Denmark, Dominica, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Indonesia, Israel, Japan, Latvia, Lithuania, Malaysia, Netherlands, New Zealand, Norway, Panama, Peru, Poland, Portugal, South Korea, Sweden, Switzerland, Thailand, Turkey, United Arab Emirates, United Kingdom, and more.

*If FedEx does not service your country, we are currently unable to ship to you through our website.

 

ORDERS

HOW CAN I CHECK MY ORDER STATUS?

We send an order confirmation and tracking number to the email address used when the placed order was placed. For orders paid for with Amazon or PayPal, this will be the email associated with your Amazon or PayPal account. Still don't see the confirmation? Try checking your junk or Spam folder. You can also email us at customercare@alimapure.com and we’ll be happy to assist.

 

RETURNS

HOW DO I RETURN AN ITEM? / WHAT IS YOUR RETURN POLICY?

We want you to love your Alima Pure products. If you are not completely satisfied with a purchase*, please fill out this returns form within 30 days of purchase to initiate a return.

Please allow two weeks from the date you ship your return for us to fully process your refund. Please note that shipping fees are nonrefundable and return shipping fees are not covered by Alima Pure. UPDATED: Out of respect for social distancing, we are operating with a reduced staff in-house. Please bear with us as it may take some additional time to process your return. Thank you for your patience and understanding.

*We regret that we are not able to process exchanges and we are not able to accept returns on the following items at this time: those marked final sale, incomplete sets, sample sized products, and the Find Your Match sets.

 

MAKEUP

DO YOUR PRODUCTS CONTAIN NANO-PARTICLES?

Absolutely not. 

ARE YOUR PRODUCTS CRUELTY-FREE?

We are Leaping Bunny Certified. Absolutely none of our products are tested on animals. Without exception.

ARE YOUR PRODUCTS VEGAN?

Almost all of them are! Brushes, Bronzer, Color Balancing Primer Powder, Concealer, Cream Blush, Cream Highlighter, Eye Primer, Find Your Match, Highlighter, Loose Mineral Blush,  Loose Mineral Eyeshadow, Natural Definition Brow Pencil, Natural Definition Eye Pencil, Oil Balancing Primer Powder, Pressed Eyeshadow, Pressed Foundation, Radiant Finishing Powder, Satin Finishing Powder, Satin Matte Foundation, and Smooth + Prime.

ARE YOUR PRODUCTS GLUTEN FREE?

All of our products are formulated without gluten-containing ingredients. However, only our loose powder products are created on designated gluten free equipment.

DO YOUR PRODUCTS HAVE SPF?

None of our products are currently SPF rated by the FDA. Having said that, we always recommend wearing sunscreen under your makeup regardless. Even when your makeup has SPF in it, most of us do not apply a sufficient amount to provide proper sun protection.

HOW CAN I GET HELP CHOOSING COLORS?

We’re here to help customercare@alimapure.com

 

REWARDS

WHAT IS ALIMA INSIDER?

The Alima Insider program is our rewards program! We designed it as a way for us to give back to our amazing customers. Think of it as our thank you to you! 

HOW DO I EARN POINTS?

There are many different ways you can earn points. You can earn 100 points just for signing-up, 10 points for every $1 spent, 100 points when you like our page on Facebook, 100 points when you follow us on Instagram and 1000 extra points when you celebrate your birthday. Be sure to sign up for our newsletters to be notified about special promotions and rewards. Please note that points are not earned on orders placed when you’re not logged in. 

CAN I GET POINTS FROM PAST PURCHASES?

Points cannot be added to your account retroactively. You can earn points on all future purchases when logged into your account and shopping.

CAN I GET POINTS IF I MAKE A PURCHASE AS A GUEST?

Points cannot be added to your account retroactively. You can earn points on all purchases when logged into your account and shopping. Please note that points are not earned on orders placed when you’re not logged in. 

HOW MANY POINTS DO I EARN PER DOLLAR?

For every dollar spent you’ll receive 10 points. 

HOW DO I REDEEM POINTS?

You can redeem your points by signing into your account and selecting the “Your rewards” tab.

CAN I COMBINE ALIMA INSIDER REWARDS WITH A DISCOUNT CODE?

Right now our system only allows one offer per order. 

DO MY POINTS EVER EXPIRE?

Yes. After a period of inactivity of one year your points will expire. Don’t worry, we’ll send you a reminder to make sure you’re aware they are expiring.

HOW DO I CHECK MY POINTS BALANCE?

You can see your points by signing into your account.

HOW LONG WILL IT TAKE FOR POINTS TO POST TO MY ACCOUNT?

Your points will post to your account as soon as your payment goes through. Please note that points are not earned on orders placed when you’re not logged in. 

CAN I RETURN A REWARD?

Rewards cannot be exchanged or returned for another product or service or a monetary refund.

WHY ARE MY POINTS NOT EQUAL TO MY ORDER'S TOTAL VALUE?

Points are based on the subtotal of your order, after discounts but before shipping and taxes. If you’re still unclear we’re here to help. Drop us a note at customercare@alimapure.com and we will help you out!

WHO CAN I REFER TO ALIMA PURE?

You may refer a friend or family member outside of your own household who is not already an Alima Pure customer. Sharing on Facebook, Instagram, other social platforms, coupon sites, or any other public forum is strictly prohibited. Self-referrals are not allowed. Alima Pure reserves the right to disable a user’s referral account (including disabling of current rewards) if found in violation of these terms.

 

AFFILIATE PROGRAM

Love Alima Pure and want to share it others? As an approved affiliate, you earn commission by sharing Alima Pure.  Apply here

 

CUSTOMER CARE

We are here for you. Questions? We do our very best to answer emails within 3 business days. Ask us at customercare@alimapure.com

 

HOURS OF OPERATION

9:00 AM - 5:00 PM - Monday - Friday, (PT)