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My Order



What payment methods do you accept?

Our website accepts payment from all major credit cards (Visa, MasterCard, American Express, and Discover). We currently cannot accept payments through Apply Pay, PayPal, Amazon Pay, JCB, UnionPay, and Diners Club International. Although we can accept orders through the phone, we cannot place orders through email. For your security, please do not email us your credit card information.

All the information about your order, including the online payment by credit card, is protected.

Why is my promotional code not applying to my order?

We’re so sorry that you are having trouble redeeming a promotional code. This could be for a number of reasons:

1. Your order total does not meet the threshold for the promotion to be applicable.

2. The promotion has expired.

3. The promotion has already been redeemed. Promotions can only be used one time only.

4. A promotional code has already been applied to the order. Promotional offers are not combinable, with the exception of a discounted product with your purchase unless otherwise stated.

You can find the terms and conditions of a promotion listed on the email or flyer contained your promo code and on our website.

If your code meets all the terms and conditions and you are still unable to apply it to your order, it may be due to technical glitch or bug. Please contact our customer care team at 1-866-464-3358 anytime Monday through Friday, from 9AM to 5PM EST, or send us an email at USCustomerService@Erborian.com if this is the case so we can assist you.

I forgot to add my promotional code to my order. What can I do?

If you would like to apply a promotional code to an order after it has been placed, please give our Customer Care team a call as soon as possible at 1-866-464-3358 anytime Monday through Friday, from 9AM to 5PM EST, or send us an email at USCustomerService@Erborian.com. We will try our best to accommodate your request up to 48 hours after your order has been placed.

Can I ship my order to another country?

We are currently unable to send any parcels outside the US and its territories.

How do I know my order was successfully placed?

You will receive an email in your inbox confirming your order. Please note that sometimes your confirmation email might end up in other folders, so please check your spam/promotions/trash folder to make sure they weren’t sent there. Additionally, your payment method will have a pending transaction. If you do not see either of these, your order most likely did not go through our system.

Alternatively, you can check the status of your order online by signing in to “My Account” and then clicking “My Order History”.

I entered the wrong address at checkout.

Please immediately call our Customer Care team at 1-866-464-3358 anytime Monday through Friday, from 9AM to 5PM EST, or send us an email at USCustomerService@Erborian.com. Please note that you have one hour to change your order. We are unable to make any order changes after this timeframe has passed and are not responsible for packages going to an incorrect address.

Can I make any changes to my order?

You can make any changes you need to your order, such as changing the shipping address, adding or removing items, or entering a forgotten promo code, within one hour of placing the order. After the one-hour remorse period has ended, order modifications cannot be made.

If you have any questions regarding order modification or require assistance, please reach out to our customer care team at 1-866-464-3358 anytime Monday through Friday, from 9AM to 5PM EST, or send us an email at USCustomerService@Erborian.com.

Can I cancel my order?

We all change our minds and that is ok! You can now cancel your order within one hour of placing it. Just go to “My Account”. If you are logged in, this will display as your name. Click on “My Order History” and if your order status is still “New” or “Open”, click the “Cancel My Order” button the right of your order. Confirm that you wish to cancel by clicking “Yes, Cancel”.

Once an order is successfully cancelled, you will receive an email confirming the order cancellation. The status of the order will also display “Cancelled” on your order history page.

If you have any questions regarding order modification or require assistance, please reach out to our customer care team at 1-866-464-3358 anytime Monday through Friday, from 9AM to 5PM EST, or send us an email at USCustomerService@Erborian.com.

Please know that once the status of the order changes from “New”, the order cannot be cancelled.

What does my order status mean?

To check your order status, go into “My Account” and click on “My Order History” to view your order status.

OPEN/NEW means that your order has not been processed yet.
INV-SHIP/SHIPPED/INVOICED/CLOSED means that your order has left our warehouse and is on its way to you. At this stage, an email confirming the dispatch should have been sent to you.
HOLD means that one of your items is out of stock or being re-stocked and we are holding your order until we have all the items in your order.
CANCELLED means that your order has been cancelled either by your or by us, or that your order did not process correctly.


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