Frequently Asked Questions (FAQs)

We are here to help

When will I receive an order confirmation?

Your order confirmation will be e-mailed to you within 30-minutes of placing a successful order.

How do I check the status of my order?

You may check the status of your order by logging in to your account, clicking on “Orders,” and clicking in to the corresponding “Order Details,” accordingly.

When will my order ship?

Orders typically ship within 1-2 business days of being placed. Please see our Delivery & Shipping Policy for more detailed information regarding shipping times and services.

When will I get my tracking number?

You will be sent a shipping notification e-mail that includes your tracking information once your order ships.

I am having problems placing my order and it won’t go through. What should I do?

If you are having problems with you order, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. You may also contact Customer Service at 0770650765 between the hours of 8:00 AM to 5:30 PM PST Monday to Friday.

How do I change something on my order?

Unfortunately, we are unable to make changes to your order once it has been placed. If you are attempting to cancel your order, please call our Customer Service department immediately. Once our warehouse has fulfilled the order, we are unable to cancel it.

I just placed my order and I want to add something to it. How do I do that?

Unfortunately, we are unable to make any changes to an existing order. However, if you place a new order that can be shipped with your existing order, usually within 24-hours, we will refund you the shipping cost on your new order.

Was I charged twice for my order?

Your card is only charged once for the amount of the items you purchased, when those items are shipped.

When does my card get charged?

We charge your card at the time the order is successfully placed.

Why did you cancel my order?

On the rare occasion that the item you ordered is out of stock or damaged, we will cancel your order. We assure you that this is not a common occurrence. Your order may also be canceled due to fraud prevention measures. In either case, you will be notified by us.

Do you ship internationally?

Yes we do offer international shipping.

How do I return or exchange an item I purchased?

You may return an item to us, so long as it meets Exchange Policy. 

How long will it take to process my exchange?

Returns are processed within 3 business working days.

I want to be a Cherie Lueur Reseller. Do you offer wholesale accounts?

We appreciate your enthusiasm and wanting to be a reseller. At this time we do not offer reseller/wholesale accounts. However, you may purchase directly from us via our website.