Frequent Questions

First, make sure you sign up for our newsletter to receive your welcome email. In your welcome email, you should receive a code that you can use at checkout to get 15% off your first order and free shipping.

Please note that this 15% off is only applicable to full-priced items and cannot be used on sets and bundles.

The welcome code can take up to 1 hour to be delivered to your email. Please check your inbox (and spam/junk folder just in case). If you still haven't received it after an hour, feel free to reach out to us, and we’ll be happy to assist you further.

We all change our minds and that is ok! You can now cancel your order within one hour of placing it by signing into the order history of your online account.

If you have any questions regarding order cancellation and changes or require assistance, please reach out to our customer care team Monday through Friday from 9AM to 5PM EST at 1-866-464-3358.

Please know that once the one hour remorse period has passed, the order will be "frozen" and our customer care team will not be able to cancel the order.

HOW TO CANCEL MY ORDER:

1. Click on your account in the top right corner once you are logged in. If you are logged in, this will display as your name. If you are not logged in, this will display as "Register / Edit Account" and prompt you to log in to your account. (See attached Register Edit Account Erborian)

2. Click on "My Order History" under the My Orders Tab 

3. Click the "Cancel My Order" button on the right of your order 

4. Confirm that you wish to cancel by clicking "Yes, Cancel" Once an order is successfully canceled, you will receive an email confirming the order cancellation. The status of the order will also display "Canceled" on your order history page. If you have any questions regarding order cancellation or require assistance, please reach out to our customer care team (866)-464-3358.

Please know that once the one-hour remorse period has passed, the order will be "frozen" and neither you nor a member of our customer care team will be able to cancel the order.

Should you choose to return a product within 30 days of purchase, we will happily refund the purchase price to the credit card used for the purchase. 

Refunds will be issued once the returned items are received at the Erborian warehouse and can take up to 2-3 weeks to process, less the original shipping fees. 

You may return the order to our warehouse: 

Erborian Returns US 

324A Half Acre Rd 

Cranbury, NJ 08512 

Make sure to include a copy of your invoice detailing what you are sending back to us. This is how you can find your invoice: 

• If you have an account with Erborian, you can sign in to your account and go to “My Orders”. 
• If you checked out as a guest, you can fill in your order number and the email you used for your order, and click "Track My Order". The invoice will be available on the order’s page. 

 
Please keep track of the tracking information so that you are informed when it comes back to us. 

We only ship within the United States and its territories. If you're located outside of the US, we invite you to visit our international website to explore shipping options to other countries at https://www.erborian.com. 

You can make any changes up to one hour after your order is placed by calling our Customer Care Team at 866-464-3358 during operating hours. Additionally, we recommend entering the billing and shipping address to the express payment method (Apple Pay and PayPal) prior to placing your order for a smooth, seamless shopping experience.

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

• Your order total does not meet the threshold for the promotion to be applicable. 
• The promotion has expired. Promotional codes are valid for 30 days from the issue date. 
• The promotion has already been redeemed. Promotions can only be used one time. 
• A promotional code has already been applied to the order. Promotional offers are not combinable. 

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

Due to the high volume of requests we receive, we are only able to offer free samples to those who place orders through our website or over the phone with our customer care team. With every online or phone order, you can add 3 free samples from one of our best-selling collections for you to try when your delivery arrives to your door. Simply pick your samples al at checkout, and they will be shipped with your order. Please note that samples are available while supplies last, and we are unable to ship samples separately from orders.