Beauty Help Hub

If you need help with your Prettora order, return, or have a question about one of our products, our customer service team is here for you. We’re available Monday through Friday from 9 AM to 9 PM EST, and on weekends from 9 AM to 5 PM EST, excluding holidays. You can reach us by live chat during service hours, by phone at +1 (646) 971–2676, or via email at squad@prettora.com. We're always happy to assist you!

Prettora VIP is our updated loyalty program, replacing Prettora Perks. It’s completely free to join and rewards you for shopping on Prettora.com. You’ll earn points on every qualifying purchase, which you can redeem for exclusive discounts and rewards.

Yes. Points will expire if you don’t make a qualifying purchase or complete a points-earning activity within 12 months. To check your current points balance, log into your account.

You’ll receive an email about 21 days after your purchase inviting you to leave a review. Submit your review through that email to earn points. If you include a photo, you’ll earn bonus points. Reviews submitted directly on the site (outside the email) are not eligible for points.

Prettora VIP is available to customers in the U.S. and select international countries. Anyone with a Prettora.com account is eligible to join.

If a product is out of stock, you can sign up for restock notifications by entering your email address on the product page. Please note: sale items may not be restocked, and we do not offer price adjustments if a promotion ends before the item becomes available again.

Adding an item to your cart does not reserve it. Items are only secured once your checkout is complete. If the product you're interested in goes out of stock and it's not a limited edition item, you can subscribe to restock alerts by entering your email on the product page.

Our formulas and products are crafted in the United States, Europe, and other select international locations, depending on the product.

While we strive for high-quality manufacturing, we cannot guarantee that our products are created in allergen-free environments. Each product page includes a complete list of ingredients under the “Ingredients” tab. We strongly recommend reviewing this list carefully if you have allergies or sensitivities.

Shipping methods vary by country. When you check out, you'll see the shipping options available for your location. You can also review our International Shipping Chart for more information.

Yes. International shipments are subject to customs inspections and clearance procedures in the destination country. These processes may delay delivery beyond the estimated timeframe provided at checkout.

Quality assurance is very important to us. If there’s an issue with your order, we’re here to help. Please email us at squad@prettora.com with your order number and a brief description of the problem. For damaged items, be sure to include a clear photo of the damage so we can resolve the issue as quickly as possible.

Sometimes packages are marked as delivered up to 1–2 days before they actually arrive. We recommend waiting a full 48 hours and checking with your neighbors or local post office (e.g., USPS) first. If you’re still unable to locate your package, please contact our customer service team at squad@prettora.com, and we’ll do our best to assist you.

Tracking updates can take up to 48 hours to appear. It's common for there to be delays between scans, especially during peak shipping periods or when a package is in transit between carrier facilities.

Once your order is placed, you’ll receive a confirmation email. When your order ships, we’ll send you another email with a tracking link.

You can also track your order by logging into your Prettora.com account and visiting your “Order History.” If you checked out as a guest, simply use the tracking link sent to your email or track your order here.

Standard shipping is free on all U.S. orders — including Hawaii, Alaska, and Puerto Rico. No minimum purchase or promo code is required. Just select standard shipping at checkout, and we’ll take care of the rest.

Expedited shipping options are also available for an additional fee based on your location. Pricing for these options will be shown at checkout. Please note: FedEx Overnight and 2-Day Shipping refer to the transit time after your order has left our warehouse, which may take 1–2 business days for processing.

Quality assurance is very important to us. If there’s an issue with your order, we’re here to help. Please email us at squad@prettora.com with your order number and a brief description of the problem. For damaged items, be sure to include a clear photo of the damage so we can resolve the issue as quickly as possible.

You can drop your return package at any USPS location. We recommend doing this within 14 days of receiving your return label to ensure timely processing and avoid any delays. Please be sure to use the prepaid label provided through our returns portal.

To check the status of your return, email our customer service team at squad@prettora.com with your order number and the email address used to place the order.

Once your return is scanned at our warehouse, your refund — minus a $5 return fee — will be processed within 1–2 business days. Depending on your bank or payment provider, it may take 7–10 business days for the refund to appear on your original payment method.

Unfortunately, no. To ensure your return is tracked and processed correctly, you must use the prepaid return label provided through our returns portal. Returns sent via other shipping methods may not be processed or refunded.

To use your Prettora.com e-gift card, simply enter the gift card code in the “discount code or gift card” section during checkout. Please note: e-gift cards are currently available for U.S. customers only.

Yes! You can re-verify your status every 30 days to receive a new, one-time-use discount code.

No. The SheerID discount cannot be combined with other offers, promotions, discount codes, e-gift cards, or loyalty rewards.

SheerID is a trusted third-party service Prettora partners with to verify your eligibility for exclusive discounts. Once approved, you’ll receive a one-time-use discount code to apply during checkout.

Try refreshing the page or clearing your browser’s cache and cookies. If the issue continues, please contact Prettora™ Customer Service with details about your browser, device, and any error messages you’re seeing.

Click “Unsubscribe” at the bottom of any marketing email from us to stop receiving future promotional messages.

Visit the sign-in page and click “Forgot your password?” Enter your email address, and you’ll receive a link to reset your password.

For international payments to be successful, your billing and shipping countries must match. Please check that both addresses are within the same country before submitting your order.

Email us at social@prettora.com or tag @prettoracosmetics on social media.

If you’re interested in becoming a Prettora affiliate, to learn more and apply!

Explore current openings and apply directly via our LinkedIn page.