→ Frequently Asked Questions

Frequently Asked Questions

For questions, concerns, suggestions, and comments (good and bad), please call, fax or email us.

Your satisfaction is our priority, and your feedback is always welcome. And, thank you for being the best part of Nigel BeautyEmporium, our customer!

Hours: 9am-6pm (PST), Monday-Friday
Email: info@nigelbeauty.com
Tel: 818-760-3902
Fax: 818-760-4243

Ordering


Some items may only be ordered in limited quantities. Customers who repeatedly order these items excessively may have their orders cancelled at our discretion. We want all of our customers to have the chance to purchase hard to find inventory from us.

Payment Methods


How do I pay for my order?
We accept MasterCard, Discover, American Express, Visa, and Paypal.

Sorry, no cash, checks, travelers checks, money orders, COD's, or other credit cards are accepted at this time. If you pay through Paypal w/ eCheck then it will be delayed until the eCheck clears, which normally happens within 5 days.

If we add other payment forms later, we'll make an announcement at that time. Thanks!

Special Order


HOW DO I ORDER SOMETHING THAT'S NOT AVAILABLE ON THE WEBSITE?
Nigel’s carries a number of brands in store which are not available for online purchase. If you would like to ADD any of those items to your web order, please do the following:

1. Place all desired items available for website purchase into cart
2. Proceed to checkout
3. Select desired shipping speed
4. In the NOTES section, please type in the following
            a. The full item name you wish to add to the order
            b. The color of the item if applicable
            c. The quantity you wish to purchase
  I.E. Make Up For Ever Aqua brow color #20 qty 1.
5. Place order

 **PLEASE NOTE: our website does not save your credit card information. For expedited processing please type your credit card number, expiration date, and security code into the notes section.

When we receive the website order, we fill the notes section as well. We will call you if the item is unavailable or we have a question about the item.

For orders with add-ons, TWO charges will show up from Nigel’s Beauty. The first is the charge that you authorize when you purchase the items available on the website. The second is the charge for the notes section items.

Items ordered in the notes section will be shipped with the web-order items. However, your shipping cost may increase if you add a number of items, or a large item.


**If you are uncomfortable leaving your credit card information in the notes section, we will call you for the card number when we are processing the add-ons.

Sales Tax

Q: IS THERE SALES TAX ADDED TO MY ORDER?

A: Sales tax is applied only to orders which originate in California. The tax rate is 8.75% which is the current rate in Los Angeles County.

All other orders are not assessed sales tax.

Fraud Protection


Q: WHAT WILL HAPPEN IF THE ORDER I PLACE IS FLAGGED AS FRAUDULENT?

A: One of our Customer Care Representatives will attempt to contact you to verify your information.

Q: WHAT CRITERIA HAS TO BE MET FOR MY ORDER TO BE FLAGGED AS FRAUDULENT?

A: Any of the following can cause an order to be flagged as fraudulent:

Bill to and Ship to State or Address do not match

Order amount is over $300

IP address of purchaser is in a different country than the shipping or
billing address

Shipping


Q: THE WEBSITE SAYS "NO SHIPPING METHOD FOUND" ON CHECK OUT. WHAT DO I DO TO FIX THIS?

A: You must set your default billing and shipping addresses on the My Account page. Make sure you are logged in and set these before trying to check out again.

Q: WHEN WILL MY ORDER SHIP?

A: Ground Orders received by 11:00 a.m. (PST), Monday-Friday, will ship within 2 days in most cases. Next Day Air and 2nd Day Air will ship same day if received by 11:00 a.m. (PST), however, no guarantees are
made. All orders will ship within 2 business days unless noted otherwise. Any expected delays in shipping will be notified to the customer immediately.

Note: We will not be liable for delays in shipping caused by external causes (i.e. natural disasters, acts of terrorism, traffic accidents, etc.) or delays caused by the shipper (FedEx, UPS or USPS).

To insure receipt of your order, all purchases over $100 require a signature upon delivery unless otherwise noted in comments section of the checkout page.

Q: DO YOU SHIP TO P.O. BOX ADDRESSES?

A: We do not ship to P.O. boxes at this time.

Q: WHICH CARRIER WILL YOU USE TO SHIP MY ORDER?

A: We ship via UPS, Federal Express (FedEx) or US Postal Service (USPS) for domestic orders including Alaska, Hawaii, Guam, Puerto Rico, and the Virgin Islands.

Q: CAN I HAVE A PACKAGE SHIPPED TO ME WITHOUT SIGNATURE?

A: Signature confirmation is required for all shipments over $100. If you would like to have a package shipped without signature confirmation, please specify that in the notes section. If you do decide to waive signature confirmation, your order will not be refundable due to damage via shipment or theft.

Q: DO YOU SHIP INTERNATIONALLY?

A: We do ship internationally. Once you reach the checkout page, you will be offered an international shipping option. Make sure that you have your international shipping address set up before you get to the cart page. 
 
Please note that international orders are subject to the import laws of their respective country's customs department. Some countries do not allow the import of dangerous/flammable goods. Also, some customs departments will charge you an import fee if the package is of high value. These customs fees are not covered by the shipping cost your are charged by Nigel Beauty Emporium. 

Flammable Items

Please be advised that if you place an order for an item that is considered "FLAMMABLE" it will incur an additional dangerous goods fee if you require the item to be shipped via air.


Returns/Exchanges

Your satisfaction is our priority. Please refer to the policies below as a guideline.

Q: WHAT IS YOUR RETURN POLICY?

A: Nigel Beauty Emporium accepts returns for products purchased from our website within 14 days of the shipment date, in accordance with the following guidelines:

Shipping Damage:

Once received, please check your package for any shipping damage. We are not financially responsible for damage resulting from mishandling by shipper or carrier. All damage claims should be submitted to
customer service within 5 days of receipt, since Fed Ex will not honor any claims for shipping damage unless submitted within that time frame. E-mail digital images of the damaged shipping carton to info@nigelbeauty.com or by calling Nigel Beauty Emporium Customer Service at (818) 760-3902.

In order to process a return, follow these instructions.

Product(s) shipped in error or shipped as damaged:

Call Customer Service at 818-760-3902 or email us at info@nigelbeauty.com in order for you to receive a return label. This return label will cover all shipping costs back to our facilities. Absolutely no returns will be accepted without an RMA (Return Merchandise Authorization) number. Please include your name, order number, and reason for return when sending this item back. Print the RMA# number on the outside of the shipping carton. If we have shipped you the wrong product or a damaged product, Nigel Beauty Emporium will replace it at no cost to you, unless there is a difference in price. Such price difference will either be credited (if lower cost) or debited (if higher cost) to your credit card account.

Product(s) which caused you an allergic reaction:

Promptly e-mail digital images of the allergic reaction to info@nigelbeauty.com so that we can provide feedback to the manufacturer. Call Customer Service at 818-760-3902 or email us at info@nigelbeauty.com in order for you to receive a return label with an RMA#. This return label will cover all shipping costs back to our facilities.

Product(s) you are returning which are unopened or unused:

If you are returning an unopened or unused item that isn’t covered by the above conditions, you will be responsible for shipping it back to our facility. Place the unopened product in your order box and include
your name, order number, and reason for return when sending this item back. Nigel Beauty Emporium is not responsible for “lost” returned packages and so we advise customers to use a shipping carrier (Fed Ex, UPS, DHL) which provides a Tracking Number. Such returns will be subjected to a 10% handling and restocking fee.

Ship to: Nigel Beauty Emporium
c/o Returns
11252 Magnolia Boulevard,
North Hollywood, CA 91601

Non-deliverable or refused shipments:

Any refused shipments or shipments that are non-deliverable, for any reason other than our error, will be immediately refunded less the amount of delivery and return shipping costs. If you have any questions, don’t hesitate to contact us at 818-760-3902 or info@nigelbeauty.com.

Processing of returns:

Once the items are received, we will process your return in the order in which it was received. We normally issue a credit or refund within 3-4 days of receiving the item. Be aware that financial institutions (banks) process the credit or refund immediately once notified, but that your credit may take several days before it posts to your account. You will be notified via e-mail once your return has been processed. We also advise that you contact your bank to inquire about when it will post to your account.

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