FAQ
Last Updated: January 9, 2026
Below are frequently asked questions about ordering from aubenacre.com. If you still need help, please contact us at service@aubenacre.com.
Orders & Payments
What payment methods do you accept?
We accept PayPal and Venmo. All payments are securely processed via PayPal. Even if you do not have a PayPal account, you may be able to pay with a debit or credit card through PayPal Guest Checkout, depending on PayPal's availability in your region.
Do you charge sales tax?
Sales tax may apply depending on your location and applicable laws. Any required sales tax will be calculated and displayed at checkout before you complete your purchase.
Why was my payment declined?
PayPal may decline or hold a transaction for security or risk-control reasons. If your payment fails, please contact PayPal Support or try again using a different funding source linked to your PayPal account.
Can I cancel my order or change my shipping address?
You may request a cancellation or address change before your order ships, but we cannot guarantee that we can intercept or modify an order in time. Once an order has shipped, it cannot be canceled or rerouted.
Shipping & Delivery
Where do you ship?
We currently ship to the following destinations:
- United States: contiguous 48 states only
- Canada: provinces only
- France: Metropolitan France (mainland) only
- Germany: mainland delivery addresses
- United Kingdom: mainland delivery addresses
- Italy: mainland delivery addresses
- Spain: mainland delivery addresses
- Australia: delivery addresses within Australia
We do not ship to:
- Alaska or Hawaii
- Any U.S. territories (including Puerto Rico, Guam, U.S. Virgin Islands, etc.)
- Any Canadian territories (Yukon, Northwest Territories, Nunavut)
- P.O. Boxes
- APO/FPO/DPO addresses
- French overseas departments and territories (DOM-TOM), including but not limited to Guadeloupe, Martinique, Réunion, French Guiana, Mayotte, French Polynesia, and New Caledonia
How long does shipping take?
Orders are prepared within 1–3 business days (Mon–Fri, excluding holidays).
Estimated delivery times are as follows:
- United States & Canada: approximately 5–9 business days total (processing + transit)
- France, Germany, United Kingdom, Italy, Spain, and Australia: approximately 7–15 business days total (processing + transit)
Delivery times are estimates and may be affected by carrier delays, customs clearance, weather, peak seasons, or address issues.
What is your warehouse cut-off time?
Our warehouse cut-off time is 3:00 PM (Eastern Time, ET) on business days. Orders placed after the cut-off may begin processing the next business day.
How much is shipping?
We currently apply the same shipping promotion to all supported destinations listed in our Shipping Policy:
- Free shipping on orders of $34.90 USD and above
- $12.00 USD flat shipping fee per order for orders below $34.90 USD
Currency Notice: Shipping fees are listed in USD for reference. If your checkout displays a different currency (such as CAD, EUR, GBP, or AUD), the final shipping fee and order total shown at checkout will apply.
Do you provide tracking?
Yes. We provide a tracking number after your order ships. Tracking updates may take 24–48 hours to appear after the carrier receives the package.
What if tracking shows “Delivered” but I didn’t receive my package?
If tracking shows “Delivered” but you did not receive your package, please contact us within 5 business days of the delivery scan so we can assist with the next steps.
Will I pay duties, VAT, GST, or import fees?
International shipments, including those to Canada, France, Germany, the United Kingdom, Italy, Spain, and Australia, may be subject to VAT/GST, customs duties, import taxes, and/or carrier handling or brokerage fees. Unless these charges are explicitly shown and collected at checkout, they are the customer’s responsibility upon delivery.
Returns & Refunds
What is your return window?
You may request a return within 30 days from the date your order is marked “Delivered” by the carrier, based on tracking information.
Do you charge a restocking fee?
No. We do not charge a restocking fee for approved returns.
Can I return opened or used makeup?
For hygiene and safety reasons, returns are accepted only if items are unopened, unused, and in the original packaging with seals intact. Opened, used, or tampered cosmetics are not eligible for return, except where required by law or if the item arrives defective.
How do I start a return?
Please email service@aubenacre.com with your order number and reason for return. If approved, we will provide specific return instructions and the correct return address.
Important: Do not send returns to the address on the package or to our company office address. Returns sent without prior approval or to the wrong address may be rejected and may not be refunded.
Who pays for return shipping?
For verified issues such as a defective, damaged, or incorrect item, we cover the return shipping cost. For customer-requested returns, such as change of mind or ordering by mistake, return shipping costs are the customer’s responsibility.
How long do refunds take?
Once we receive and inspect an approved return, refunds are processed to the original payment method within 7 business days. Banks or payment providers may require additional time to post the funds.
Product & Safety
Do you sell skincare products?
No. We sell makeup and cosmetics only.
Do you make medical or therapeutic claims?
No. We do not advertise medical, therapeutic, or treatment-related effects for our products.
What age is your makeup recommended for?
Our products are recommended for ages 16+ as a general usage guideline.
What should I do if I experience irritation?
Stop using the product immediately. If you believe the product is defective, please contact us at service@aubenacre.com.
Customer Support
Email: service@aubenacre.com
Phone: +1 (501) 500-3915
Support Hours: Mon–Fri, 9:00 AM–5:00 PM (Eastern Time, ET)
Company Information:
Eclipsera Fashion LLC
1500 N Grant St Ste N
Denver, CO 80203, United States