FAQ
Quick answers to common questions. For full details, see our Shipping Policy, Refund & Return Policy and Terms of Service.
Shipping
Where do you ship?
We currently ship to addresses in the United States only, including PO boxes and APO/FPO military addresses.
How much does shipping cost?
Shipping is calculated at checkout based on your order. Economy shipping is free on orders of $35.00 or more. Otherwise, Economy is $4.90 (0–5 lb) or $19.90 (5–70 lb), and tracked Standard shipping is $6.90 (0–1 lb) or $9.90 (1–5 lb).
How long will my order take?
Orders are usually processed within 1–3 business days (Monday–Friday, excluding US holidays). After your order ships, delivery usually takes 5–10 business days. These are estimates, not guarantees — carrier delays, weather, holidays and supplier stock can make delivery take longer.
Why did my order arrive in more than one package?
Many of our products ship directly from our partner suppliers and US retailers, so items in one order may arrive separately on different days, and you may receive more than one tracking number.
How do I track my order?
When your order ships, we email a tracking number to the address you used at checkout. You can also check your order status using the link in your order confirmation email.
What if my package is lost or arrives damaged?
If tracking shows delivered but you can't find it, please check with neighbors and your local post office, then contact us within 7 days of the delivery date. If your order arrives damaged, email us within 7 days of delivery with photos of the item and packaging and we'll work with you on a replacement or refund.
Returns & refunds
Can I return an item?
You can request a return within 30 days of delivery. Items must be unopened, unused and in their original packaging with seals intact, with your order number or proof of purchase.
What can't be returned?
For health and hygiene reasons, we can't accept returns of opened or used cosmetics, skincare, hair care, lip and eye products, brushes, sponges, applicators or other personal-care items. Gift cards can't be returned.
What if I received a damaged, defective or wrong item?
Contact us within 7 days of delivery with photos. We'll offer a free replacement or a full refund, including original shipping, whether or not the item has been opened.
How do I start a return?
Email saterasisters@gmail.com with your order number, the item(s) and the reason for the return. Please contact us before sending anything back — we'll give you the correct return address and instructions.
Who pays return shipping?
For returns that aren't due to our error (for example, a change of mind), the customer pays return shipping, and original shipping charges aren't refunded. There is no restocking fee.
When will I get my refund?
Once we receive and inspect your return, we'll email you to confirm whether it's approved. Approved refunds go back to your original payment method within 5–10 business days of approval; your bank may take additional time to post it.
Can I exchange an item or cancel my order?
We don't offer direct exchanges — return the eligible item for a refund and place a new order. You can cancel an order before it ships by emailing us; once it has been placed with our supplier or has shipped, it can't be cancelled, but you may return it under our Refund Policy.
Orders & checkout
Is checkout secure?
Yes. Payments are processed securely through Shopify's checkout, and we don't store your full card details.
What currency are your prices in?
All prices are in US dollars. Shipping is shown at checkout, and taxes are added where applicable.
Who makes your products?
We sell products made by third-party brands such as Maybelline, e.l.f., NYX and CoverGirl. We're a retailer, not the manufacturer, and we're not affiliated with or endorsed by those brands. Please read ingredient lists and do a patch test before use, especially if you have allergies or sensitive skin.
Contact
How can I reach you?
Email us at saterasisters@gmail.com or use our contact form. We reply within 1–2 business days.