customer cares
customer cares

customer cares

CONTACT US

call us

We’ll answer questions about
shipments, orders, products.

HOURS

Monday-Friday: 9am-5pm

1.800.537.3662

email us

Share any questions
or feedback 24/7. We’ll reply
within 48 hours.

SEND AN EMAIL

Get the info you need!
To start the chat, please tell us

live chat

Connect with a pro artist
or a SENNA expert.

HOURS

Monday-Friday: 9am-5pm

CHAT NOW
ORDERS

orders

Order Processing

Orders are processed and shipped within 2 business days, Monday through Friday, excluding major holidays. Orders placed on weekends or holidays will begin processing the following business day.

Order Status

After your order is placed, you will be emailed a receipt. When your order is processed, you will receive another email with the tracking number that links to the website of the shipper you selected. Clicking on this link let’s you can view the delivery status. You can also view the status of your order by visiting SENNAcosmetics.com and logging in to My Account with your account ID and password. Note that tracking information may not be shown for up to 12 business hours after the order has shipped. If you need help, phone customer care at 1.800.537.3662 or email us at [email protected]

Cancelling or Modifying an Order

When you order online at SENNAcosmetics.com, the order cannot be cancelled once you have received your order confirmation email and confirmation number from SENNA after checkout. If you have not yet received an order confirmation, you may contact customer service at 1.800.537.3662 Monday through Friday (except major holidays) between 9:00 a.m. and 5:00 p.m. PT., or email [email protected], and we will do our best to accommodate your request. When using email, please reference your order number found on your receipt and include your phone number so we may contact you.

Your order may be cancelled by SENNA for any of these reasons:

  • You have requested it and we were able to process it
  • Item(s) no longer available
  • Payment information could not be processed
  • Shipment cannot be made to address provided
  • Maximum purchase limit has been exceeded
  • If your order is cancelled, you will receive by email a notice
  • of cancellation and will not be billed for the order.

Backorders

Occasionally a product you wish to purchase may be temporarily out of stock when you place your order. SENNA will advise by email the anticipated in stock date. You may place your order online and SENNA will advise by email the anticipated in stock date. We will ship the product to you as soon as it is back in inventory. Your payment will not be processed until the backordered product ships to you. If you wish to cancel the order you placed, please contact us at 1.800.537.3662 or email [email protected]

Discontinued Products

From time to time, due to new trends and product demand, we may discontinue a product or color from the line. In addition, limited time products and seasonal collections you may have seen online previously may be permanently out of stock. If you would like assistance in selecting a new product or color, please phone us at 1.800.537.3662 or email [email protected]

Maximum Purchase Policy

Product orders placed are limited to 10 pieces of a single item. If you have questions, please contact us at 1.800.537.3662 or email [email protected]

Payment Options

You may choose any of the payment methods below:

  • Credit Card
  • American Express
  • Discover
  • MasterCard
  • Visa
  • Pay Pal
  • We do not accept:
  • Checks
  • Money Orders
  • COD

Payment Authorization

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

Payment Authorization Holds

The amount of your order is typically held on your credit card or your debit card and that money may not be available to you until your financial institution takes it off hold. If you have questions, please contact your credit card or bank customer care number found on your statements.

Sales Tax

We are required by law to collect state sales tax on orders being shipped to California.

Sales tax is calculated on the purchase amount including products along with shipping and handling.

Online Security

Your security is important to us. We use industry-standard Secure Sockets Layer ("SSL") authentication to guarantee the confidentiality of online transactions made on our site. SSL authentication and encryption of the information that you send to us over the Internet help protect your online transaction information from third party interception.

  • We never display your full credit card number once it has been entered. We will only reveal the last four digits of your credit card for verification purposes.
  • We urge you to protect your own privacy. We recommend that you do not share your password with anyone or share your password in an unsolicited phone call or e-mail.

Promotional Offers

At checkout, you may enter the code of any coupon, promotional offer, or discount in the Enter Code boxed area. The offer will be displayed on the “Confirm Order” page. Code entry is case sensitive and must be entered as it appears on the offer you received. Only one offer code may be used per online purchase.

Shipping

Shipping & Handling Charges

Processing time typically process within 2 business days (Monday - Friday). During sales, shipping may take longer. Delivery times are based on orders placed between Monday-Friday (excluding holiday weekends). We offer FREE STANDARD SHIPPING on all U.S. Orders $50 and over (excluding taxes and discounts). We ship within the continental United States including Hawaii and Alaska only. We do not ship to freight forwarders. Please allow an additional 2-3 days for orders placed during major sales. Selecting a faster shipping method will not decrease processing time, it only speeds in transit time.

Standard Shipping

(Orders $50 and over) FREE - 5 - 9 Business Days

(Orders under $50) $6.00 - 5 - 9 Business Days

SENNA SHALL NOT BE LIABLE for any lost, stolen or damaged packages or for any delay caused by act or default of the shipping carrier. SENNA is responsible for orders until they leave our warehouse facility ONLY. Once tracking is received, it is between the shipping company and the customer to ensure the goods arrive safely.

Returns & Exchanges

We hope your love the SENNA product(s) you ordered! If you are not completely satisfied, you may return products you purchased online within 30 days of receipt of your shipment. Please follow these steps:

Please follow these steps:

  • Obtain a return authorization number from SENNA. Call our customer care at 1.800.537.3662 Monday through Friday (except major holidays) between 9:00 a.m. and 5:00 p.m. PT. Or email [email protected] and request the authorization number, including your name, contact information, and the confirmed order number on your invoice. Returns will not be processed without a SENNA issued authorization number. 
  • SALE ITEMS FINAL SALE: Only regularly priced products may be returned for refund or exchange. All promotional, sale or discontinued items are final sales and cannot be returned. The determination about whether an item is eligible for return is made only in the sole and absolute discretion of SENNA Cosmetics.
  • Send the product(s) you wish to return to the address below. Include the following in your package:
      • The original packaging
      • Your order receipt
      • The return authorization number
    • Any SENNA promotional gift item you may have received
    • with your purchase if you are returning the entire order.
    • Return to:
    • SENNA COSMETICS
    • ATTN: RETURNS & EXCHANGES
    • 28042 Avenue Stanford, Unit A
    • Valencia, CA 91355

Ship to SENNA at your expense by your method of choice. SENNA does not reimburse any shipping related costs on returns or exchanges. For your security, please ship your return via insured carrier that provides a tracking number. SENNA is not responsible for return packages lost in transit and the shipping fees are not refundable. Refunds on product purchases from SENNAcosmetics.com are granted for the price of the product returned, sales tax (if applicable). Your shipping fee to return the product to SENNA is not refundable. Refunds may take up to 30 days to be credited to your original method of payment.

Refunds on product purchases from SENNAcosmetics.com are granted for the price of the product returned, sales tax (if applicable). Your shipping fee to return the product to SENNA is not refundable. Refunds may take up to 30 days to be credited to your original method of payment.

Return restrictions: Products purchased at our online site may not be returned or exchanged at SENNA Cosmetics Makeup & Brow Studios or any other location that retails SENNA Cosmetics.

Store Returns

We support the policies of retail stores, non-SENNA online sites, and SENNA Makeup & Brow Studios with regard to any returns or exchanges of SENNA Cosmetics. Please contact the store or site to learn of their policies. Products that were not purchased at SENNAcosmetics.com may not be returned to SENNA via the online return process. Please allow 7-10 business days for return processing. Returned items will be processed promptly, generally within 3-5 business days of package receipt. You will receive an email confirming that your return or exchange request has been processed. questions? Contact customer service by phone at 1.800.537.3662 or email us at [email protected]

Damaged Goods

Please inspect your package when it arrives. If the product you ordered is damaged in any way, please retain the shipping box, the product box, packing materials and other items inside and contact us immediately at 1.800.537.3662 or email us at [email protected]

Need more help?

Contact customer service by phone at 1.800.537.3662 or email us at [email protected].

FAQ

faq

©2016-2024 Senna Cosmetics, Inc. All rights reserved.