The Effective Date for our Customer Care Policy is: December 10, 2009 (latest update).

Customer Website Accounts & Signing In (excludes international locations):

At this time we cannot accept any international customers—we are only accepting U.S. customers (including U.S. Territories) . We apologize for the inconvenience.

Our customers have an option to register and create an account that stores billing information for added convenience, or customers can place orders through our Express Checkout, which does not require creating or logging into an account. For security purposes, billing information will only be stored if you register and create an account. All orders going through our Express Checkout will not have billing information stored on file.

Your email address will serve as your user name to log into your account. All passwords must be a minimum of 8 characters and contain one upper case alpha character and one numeric character (i.e. Temporary1).

When checking out, existing customers will be prompted to log into their accounts if they have not logged in already.

For new customers who are interested in creating a new account, please click on “My Account” to register your information.

To retrieve forgotten passwords, please click on “My Account” then click on “Forgotten Password Recovery” link.

Please note that by visiting or accessing Vis-à-Vis Cosmetics’ website at www.visaviscosmetics.com in any capacity, including new and existing customers and guests, you acknowledge and accept all our terms, policies and procedures posted on our website, which includes, but is not limited to, our Customer Care section, our Terms & Conditions, and our Privacy Policy, and you absolutely waive Vis-à-Vis Cosmetics from all liability from any damages you incur from relying on any information contained within our website.

Vis-à-Vis Cosmetics values our customer relationships and we respect our clients’ privacy.

Website Order Processing:

All online orders are generally processed within 48 business hours of receipt and shipped via USPS Priority or Express service within 48 business hours once orders have been verified and approved, based on product availability and if service is available at delivery location. All processing and shipping times are based on our business hours, Monday through Friday (excluding holidays) from 10:00 am to 4:00 pm EST. Please note that we do not guarantee any processing or delivery times.

Orders requesting Express service must be received by 12:00 pm EST during our business hours, and once approved, will be shipped for overnight delivery (service is available for most locations).

Priority and Express shipments may require signature confirmation, which has several options for delivery (i.e. hold/pick-up at your local post office), which you arrange directly with your mail carrier depending on the service type selected, and if service is available at your location.

Vis-à-Vis Cosmetics offers FREE Priority shipping to residential areas for orders over $150.

We apologize for the inconvenience but we are currently unable to accept any orders billed or shipped to any international locations. We accept most orders and shipments to any U.S. location (including U.S. Territories) as long as the billing information is valid and meets all of our billing and payment requirements.

Please contact Customer Care if you require any special shipping arrangements not specified on our website and we will try to accommodate your request (additional fees may apply to your order).

Vis-à-Vis Cosmetics reserves the right to refuse or cancel any orders, services and/or transactions at our sole discretion for any reason, and at any time.

Telephone / Fax / Email Orders:

At this time we do not accept any telephone, fax or email orders. We require all orders to be submitted online through our website at www.visaviscosmetics.com. Please contact Customer Care if you experience any problems accessing our website, creating your customer account or placing orders.

Shipping Options:

USPS is our preferred carrier and delivery service and/or times are not guaranteed. We will try to provide an alternate, yet reasonable shipping method (additional costs may apply) if USPS Priority or Express service is not available for your location within the U.S. or U.S. Territories. Please contact Customer Care if you have any questions regarding shipping options.

Priority Service:

Priority orders are shipped via USPS and are generally delivered within 2-3 business days from the shipping date, depending on product availability and if service is available at delivery location. Priority shipments can be delivered to most P.O. boxes and military APO/FPO addresses but may require additional delivery time and fees. Priority shipments exceeding 70 lbs. and 12”x12”x5.5” will be charged additional shipping fees.

Express Service:

Express orders are shipped via USPS and are generally delivered overnight if online orders are received by 12:00 pm EST during our business hours and order has been approved, based on product availability and if service is available at delivery location. Orders received after 12:00 pm EST during our business hours will be processed the following business day and shipped after payment has been approved. Express shipments are generally delivered within one day from shipping date (including weekends and holidays, depending on location). Please note that Express service is also available for most P.O. boxes and military APO/FPO addresses but may require additional delivery time and fees. The option for “Hold/Pick-Up” at your local post office is available for this service by selecting the option at checkout, or by calling Customer Care prior to the shipping deadline.

For any questions regarding validation of shipping address or service availability, and to avoid processing and/or shipping delays, please go to www.USPS.com or contact Customer Care.

Please note that lower cost standard shipping rates are currently not available due to longer shipping times, which may compromise our high quality products.

Shipping Rates *

* Shipping Rates may vary based on weight, dimension of packages, delivery locations, special services, etc.

Shipping Restrictions:

P.O. Boxes & Military APO/FPO Addresses:

USPS Priority or Express service is available for most P.O. boxes and military APO/FPO addresses, depending on location. Customer Care will try to provide an alternate, yet reasonable shipping method should any shipping problems arise with our preferred carrier, USPS (additional fees may apply).

Hawaii & Alaska:

For shipments to Hawaii and Alaska we offer USPS Priority or Express service, which is available for most locations (additional fees may apply). Customer Care will try to provide an alternate, yet reasonable shipping method should any shipping problems arise with our preferred carrier, USPS (additional fees may apply).

Orders / Shipments for U.S. Territories & International Locations:

We apologize for the inconvenience but at this time we cannot accept orders and/or ship our products to any international locations. We accept and ship orders for most U.S. locations (including U.S. Territories) as long as the billing information is valid and meets all of our requirements. (Additional shipping fees may apply for U.S. Territories.)

Third Party Shipping Requirements:

We apologize for the inconvenience but at this time we are unable to process third party shipments to any international location. Third party shipments are only accepted within the U.S. (including U.S. Territories) if they meet the following requirements:

- The billing name and address matches the name and address exactly as it appears on the respective credit card or bank statement.
- Matching addresses must be located within the U.S. (including U.S. Territories).
- Billing information must be valid and meet all our payment and billing requirements before any orders are approved and processed.

Vis-à-Vis Cosmetics reserves the right to refuse or cancel any orders, services and/or transactions at our sole discretion for any reason, and at any time.

Billing / Shipping Requirements:

For security purposes, billing information will only be stored if you register and create an account. All orders going through Express Checkout will not having billing information stored on file.

All billing addresses must be located in the U.S. (including U.S. Territories) and meet our payment and billing requirements. Billing information must match exactly as it appears on your credit card or bank statement. Please provide exact name, spell out full address names (no abbreviations), and provide exact city, state and zip code information to avoid processing/ shipping delays or cancellations.

Billing and shipping details can be edited during the checkout process. The option to ship to multiple addresses is also available for additional shipping costs.

Priority and Express shipments may require signature confirmation, which has several options for delivery (i.e. hold/pick-up at your local post office), which you arrange directly with your mail carrier depending on the service type selected, and if service is available at your location.

For any questions regarding validation of shipping address or service availability, and to avoid processing and/or shipping delays, please go to www.USPS.com or contact Customer Care.

We apologize for the inconvenience but at this time we cannot accept orders or ship our products to any international locations. We accept orders and can ship our products to most U.S. locations (including U.S. Territories) as long as the billing information is valid and meets all of our requirements. (Additional shipping fees may apply.)

Please contact Customer Care if you have any questions or problems, or require any special shipping arrangements and we will try to accommodate your request.

Vis-à-Vis Cosmetics reserves the right to refuse or cancel any orders, services and/or transactions at our sole discretion for any reason, and at any time.

Payment Method & Requirements:

We currently accept the following methods of payment that have valid billing addresses located in the U.S. (including U.S. Territories):

- American Express
- Mastercard
- Visa
- Discover
- Debit Cards (containing Mastercard or Visa logo)
- Vis-à-Vis Cosmetics eGift Certificates (when available)

The following methods of payment are not accepted:
- CODs
- Personal Checks
- Money Orders
- Credit Cards with international billing addresses or invalid billing information

For security purposes, Vis-à-Vis Cosmetics will process the full order amount (including taxes and shipping costs) to verify and authorize all required billing and payment information. Orders will be shipped after transaction verification and authorization is successful and orders have been approved. Should verification and authorization fail, Customer Care will notify you via email or telephone regarding order status. If verification and authorization has not been resolved within approximately 7-10 business days, orders will be cancelled and/or refunded. Orders will not be shipped until they have been successfully verified and approved.

Vis-à-Vis Cosmetics reserves the right to refuse or cancel orders at our sole discretion, at any time and for any reason. If your order is cancelled or refunded after it has been approved, the total charge will be removed from your credit card approximately 7-10 business days after the cancellation date, depending on the financial institution.

Below are some of the criteria required in order to fulfill our billing and payment requirements to avoid delays or cancellation of orders:

- All credit cards / debit cards must be issued from a bank located in the U.S. (or U.S. Territory).
- You must provide the 3 or 4-digit credit card identification number (CID/CVV/CVN/CVC) for credit or debit card orders.

Please note that transactions will appear on your credit card or bank statement as follows:

Vis-à-Vis Cosmetics 877.433.6891

For security purposes, billing information will only be stored if you register and create an account. All orders going through our Express Checkout will not have billing information stored on file.

If you have any billing questions, please contact Customer Care immediately.

Vis-à-Vis Cosmetics reserves the right to verify all payment details and refuse or cancel at any time any transactions, orders, sales, services, or shipments based on suspected fraud or unauthorized activity, or for failure to comply with any of our terms, policies and procedures posted within our website. By visiting or accessing our website at www.visaviscosmetics.com in any capacity, including new and existing customers and guests, you acknowledge and accept all terms, policies and procedures posted within our website, which includes, but is not limited to, our Customer Care section, our Terms & Conditions, and our Privacy Policy, and you absolutely waive Vis-à-Vis Cosmetics from all liability from any damages you incur from relying on any information contained within our website.

Applicable Sales Tax:

We are required by law to collect New York sales taxes for all orders (excluding purchases of eGift Certificates) that are shipped to New York. Sales taxes will be assessed on the total purchase price (including shipping fees).

Please note that purchases of eGift Certificates are not subject to New York sales taxes until eGift Certificates are redeemed by purchasing merchandise that is shipped to New York at which time New York sales tax will be applicable.

If you have any questions regarding sales taxes, please contact Customer Care.

Packaging & Gift Wrap Services:

Vis-à-Vis Cosmetics is currently offering an elegant sheer black organza bag with each order at no charge (color and style not guaranteed). If you require additional gift wrapping for a special occasion, please select “yes” for gift wrap service at checkout and enter your personal message (maximum 300 characters) and we will create a beautiful presentation with your personalized gift card. Please note that we do not wrap items separately and if required, separate orders will need to be placed.

Promotional Codes:

Vis-à-Vis Cosmetics may occasionally offer special “limited time only” promotions for registered customers and we reserve the right to restrict redemptions to one offer per registered customer, per order. Our promotions require a minimum purchase of $50 (excluding taxes and shipping costs) and cannot be used towards the purchase of eGift Certificates. Vis-à-Vis Cosmetics reserves the right to cancel orders at any time due to excessive abuse or misuse of our promotions. To redeem your promotion, please enter the code and click the enter button at checkout. Please note that promotional codes cannot be combined or redeemed for cash or credit. Vis-à-Vis Cosmetics reserves the right to terminate any promotions at any time for any reason.

eGift Certificates:

We apologize for the inconvenience but at this time we are unable to issue eGift Certificates.

Maximum Purchase Policy:

At this time we must limit each order to a maximum of four (4) units per item, per customer, with a maximum purchase amount of $650 per order.

Product Availability:

Customer Care will notify you via email if any selected items you ordered are out of stock and if/when we anticipate shipment dates for backordered items. All in-stock items will be shipped as requested and backordered items will not be charged an additional shipping fee. All backordered items will be charged to your account once order is approved for shipment.

If you decide to cancel any backordered items, please email Customer Care within 48 business hours of receiving initial email notification of your backorder. You will be responsible for any shipping fees incurred for any backordered items not cancelled within the 48 business hours.

Product Colors:

Please note that Vis-à-Vis Cosmetics cannot guarantee the accuracy of our product colors viewed online due to variations with internet services, monitor resolutions and other uncontrollable conditions. We have added a zoom feature for each product to enlarge the object/color size for better viewing by clicking on the magnifying glass icon. Please contact Customer Care with any questions about our products and specific color descriptions, and we will provide you with any additional information that is available.

Order / Shipping Confirmations:

Customers will receive an order confirmation email after submitting an order. Once the order has been verified and approved a shipping confirmation email will be sent confirming shipping and tracking details. The shipping confirmation email will serve as your receipt since it contains the approved order details. Please print a copy of your shipping confirmation email and retain for future reference.

Tracking Orders:

You will receive an email from service@visaviscosmetics.com confirming your order details and a shipping number.

For applicable shipping services, if you want to track your packages directly with our preferred carrier, USPS, please click www.usps.com. Please note that tracking information on the carrier’s website may not be available for up to 24 business hours after order has been shipped.

To contact USPS Tracking Department directly, please call 800.222.1811.

Order History:

At this time please contact Customer Care if you require information pertaining to your order history. We apologize for the inconvenience.

Modify / Cancel Orders

To modify or cancel your order, you must email Customer Care at service@visaviscosmetics.com within 24 hours of submitting your order. Orders cannot be modified or cancelled once your order has been approved for shipping. If you miss the deadline to modify or cancel your order, you will be responsible for all shipping costs for items shipped plus costs for returning these items.

Customer Care reserves the right to refuse or cancel orders at any time for any reason based on the following, but not limited to:

- duplicate orders submitted or system errors
- problems verifying billing, payment or shipping information
- product is unavailable

If orders are cancelled prior to approval for shipment they may not be billed to your account and Customer Care will send an email verifying your order cancellation and modification of your order status. Please contact Customer Care if you have any questions regarding modifications or cancellation of your order.

Return Policy:

If for any reason you are not completely satisfied with your products, please contact Customer Care immediately via email to service@visaviscosmetics.com within 30 days of purchase date and we will issue a Return Authorization Number (RA#). Please indicate the RA# and the reason for the return on the invoice that was enclosed with your original shipment (or on your shipping confirmation email) and submit with the item(s) being returned to ensure you receive a refund to your account (excluding shipping costs). For your protection and for prompt refund service, please insure your package when shipping your returned items and provide Customer Care with the package tracking number. We do not offer product exchanges or online credits. Customers are required to place a new order in lieu of exchanges. Your account will be charged once items are shipped. We apologize for the inconvenience but return shipping fees are non-refundable.

If the package we shipped was damaged or lost, please save all packaging, materials, delivery notices, correspondence, etc. and immediately email Customer Care at service@visaviscosmetics.com within 7 days of original shipment date. You will be required to provide original proof of loss or damage documentation and forward all related packaging and materials to Customer Care within 10 days of your email notification to allow Customer Care enough time to properly expedite the loss/damage claim with the carrier . We will resend replacement products once all documentation and packaging has been properly received by Customer Care and when our claim has been successfully resolved with the carrier. We do not issue refunds for any lost or damaged shipments but will promptly ship replacement products once our claim with the carrier has been resolved.

Please send all original packaging and documentation to:

Vis-à-Vis Cosmetics
Customer Care
115 Jane Street
Hartsdale, NY 10530 USA
Tel #: 914.422.3999 / 877.433.6891

Additionally, all online purchases of our products cannot be returned or exchanged with any retailer selling our products.

Vis-à-Vis Cosmetics is not responsible for issuing any refunds or replacing lost or missing shipments to customers who are in non-compliance with the following, but not limited to, terms, policies and procedures as stated within our website:

1) customers must provide immediate notification via email to service@visaviscosmetics.com within the proper timeframe and adhere to our requirements for any lost or damaged shipments, or cancellation or modification to orders;

2) customers must provide original proof of damage or loss documentation, correspondence, packaging, materials, etc. for refund to be considered;

3) customers will be fully responsible for shipping costs for returned items, or for all costs associated with lost or damaged orders that fail to comply with our Return Policy and our terms, policies and procedures stated within our website; and

4) we do not offer exchanges or online credits.

Vis-à-Vis Cosmetics reserves the right to verify all payment details and refuse or cancel at any time any transactions, orders, sales, services, or shipments based on suspected fraud or unauthorized activity, or for failure to comply with any of our terms, policies and procedures posted within our website. By visiting or accessing our website at www.visaviscosmetics.com in any capacity, including new and existing customers and guests, you acknowledge and accept all terms, policies and procedures posted within our website, which includes, but is not limited to, our Customer Care section, our Terms & Conditions, and our Privacy Policy, and you absolutely waive Vis-à-Vis Cosmetics from all liability from any damages you incur from relying on any information contained within our website.

Please contact Customer Care with any questions regarding our Return Policy.

Refunds / Credits / Exchanges:

At this time Vis-à-Vis Cosmetics cannot issue online credits or offer product exchanges. You will be required to place a new order in lieu of exchanging products. Once Customer Care has received your returned item(s) and approved the refund based on meeting our requirements in our Return Policy, your account will be credited. You will be charged for the replacement items once your online order has been approved (including shipping costs).

All refunds will be processed in accordance with our Return Policy (or other relevant policies), and they will be processed to the same account used for the original transaction.

Please allow approximately 30+ business days to process refunds to your account. Customer Care will notify you by email once your refund has been processed. (Your financial institution may take an additional 7-10 business days to reflect the refund transaction.)

Please contact Customer Care with any questions regarding our Return Policy or if there are any questions regarding refunds.

Lost or Damaged Shipments:

Vis-à-Vis Cosmetics takes great care in shipping our products to ensure our product quality is not compromised and that our customers receive their shipments. Please note that customers are required to immediately notify Customer Care via email at service@visaviscosmetics.com within 7 days of original shipment date if package is lost or damaged andCustomer Care will send an email confirming receipt of your notification within 48 business hours.

Customers will be required to provide original proof of loss or damage documentation and forward all related packaging and materials to Customer Care within 10 days of your email notification to allow Customer Care enough time to properly expedite the loss/damage claim with the carrier . We will resend replacement products once all documentation and packaging has been properly received by Customer Care and when our claim has been successfully resolved with the carrier. We do not issue refunds for any lost or damaged shipments but will promptly ship replacement products once our claim with the carrier has been resolved.

Please send all original packaging and documentation to:

Vis-à-Vis Cosmetics
Customer Care
115 Jane Street
Hartsdale, NY 10530 USA
Tel #: 914.422.3999 / 877.433.6891

Vis-à-Vis Cosmetics is not responsible for issuing any refunds or replacing lost or missing shipments to customers who are in non-compliance with the following, but not limited to, terms, policies and procedures as stated within our website:

1) customers must provide immediate notification via email to service@visaviscosmetics.com within the proper timeframe and adhere to our requirements for any lost or damaged shipments, or cancellation or modification to orders;

2) customers must provide original proof of damage or loss documentation, correspondence, packaging, materials, etc. for refund to be considered;

3) customers will be fully responsible for all costs associated with lost or damaged orders that fail to comply with our Return Policy and our terms, policies and procedures stated within our website; and

4) we do not offer exchanges or online credits.

Refund Confirmations:

Customer Care will only issue refunds that are in accordance with our Return Policy. Once customer’s request for a refund has successfully met our requirements, customer will receive an email confirming their refund status. Please note that approval for refunds may take approximately 30+ business days (and your financial institution may take an additional 7-10 business days to reflect the refund transaction) .

Protection Against Fraud & Online Security:

Vis-à-Vis Cosmetics reserves the right to verify all payment details and refuse or cancel at any time, any transactions, orders, sales, services, or shipments based on suspected fraud or unauthorized activity, or for failure to comply with any of our terms, policies and procedures posted within our website. By visiting or accessing our website at www.visaviscosmetics.com in any capacity, including new and existing customers and guests, you acknowledge and accept all terms, policies and procedures posted within our website, which includes, but is not limited to, our Customer Care section, our Terms & Conditions, and our Privacy Policy, and you absolutely waive Vis-à-Vis Cosmetics from all liability from any damages you incur from relying on any information contained within our website. Please visit our Terms & Conditions and Privacy Policy sections within our website for additional information and policies.

Vis-à-Vis Cosmetics values our customer relationships and we respect our clients’ privacy. We take careful measures to uphold a secure environment for our online customers. Please contact Customer Care immediately with any questions or concerns relating to the security of our online services or our products.

Animal Testing

Vis-à-Vis Cosmetics does not and shall not conduct animal testing of any cosmetics, nor will it conduct any animal testing of ingredients used in formulations of products. Visit www.PETA.org or www.CaringConsumer.com for more information.

Copyright © 2008 Vis-à-Vis Cosmetics. All rights reserved.

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