CUSTOMER CARE

At East 223rd, we believe great skincare starts with great care—and that includes how we treat you. Whether you have questions, need help with an order, or just want to share your glow-up story, we’re here to listen and help. Don’t hesitate to reach out—we’d love to hear from you!

RETURNS

Because all of our products are handmade with care, we’re unable to accept returns or offer refunds. We stand by the quality of our creations and are committed to ensuring you have the best experience possible. If you have any concerns about your order, please reach out to us—we’re here to help and make things right!

How long will it take to receive my order?

Orders are processed within 3-10 business days and shipped via standard shipping. Delivery times vary depending on your location, but you can typically expect your order within 5-7 business days after processing.
Do you offer wholesale options?

Yes! Contact us for more information on wholesale pricing and availability.
My order was delivered, but I don’t have it or can’t find it. What should I do?

If your tracking information shows your order was delivered but you can’t locate it, we recommend checking with neighbors or your local postal carrier. If you’re still unable to find it, please contact us, and we’ll do our best to assist.
Can I customize my order or request a specific product?

At this time, we don’t offer custom orders. However, we’re always open to feedback and suggestions for future product offerings.
Do you offer international shipping?

Yes, we currently ship internationally! Please note that shipping times and rates will vary based on your location. Any customs fees or duties are the responsibility of the customer.
What if I have a problem with my order?

We want you to have the best experience! If you encounter any issues, please contact our customer care team. While we don’t accept returns or offer refunds, we’ll do our best to resolve your concerns.
How do I track my order?

Once your order is shipped, you’ll receive a confirmation email with a tracking number. You can use this number to check the status and estimated delivery date of your package.
What is the return policy?

Because our products are handmade with care, we do not accept returns or offer refunds. However, if there’s an issue with your order, please let us know—we’re here to help and make things right!
How can I change or edit my shipping address?

If you need to update your shipping address, please contact us as soon as possible after placing your order. Once your order has been processed or shipped, we may not be able to make changes.
My order arrived, but it wasn’t correct. What can I do?

We’re sorry for the mix-up! Please contact us with your order details and a description of the issue. While we don’t offer returns or refunds, we’ll work quickly to resolve the problem and ensure you’re satisfied.
How can I cancel or change my order?

To cancel or make changes to your order, please reach out to us immediately after placing it. We’ll do our best to accommodate your request, but if your order has already been processed or shipped, we won’t be able to make modifications.
What can I use my discount code on?

Discount codes can be applied to most items unless otherwise specified. Certain exclusions, such as exclusive bundles or sale items, may apply. Be sure to check the terms and conditions of your code for details.
My order didn’t go through, but the transaction was taken out of my account! What should I do?

If your order wasn’t completed but your account shows a charge, it’s likely a pending authorization. These funds are usually released back to your account within a few business days. If the charge doesn’t clear or you have concerns, please contact us, and we’ll help resolve the issue.
I’m having trouble checking out!

We’re here to help! If you’re experiencing issues during checkout, try refreshing your browser or clearing your cache. You can also try using a different device or payment method. If the problem persists, reach out to us, and we’ll guide you through the process.
Which payment methods are accepted?

We accept all major credit and debit cards, as well as PayPal and other popular payment options. For your convenience, our checkout process is secure and easy to use.
Why won’t my discount code work?

If your discount code isn’t working, double-check that it hasn’t expired and that it applies to the items in your cart. Ensure you’ve entered it correctly without extra spaces. If you’re still having issues, feel free to contact us for assistance.